The Wooden Floor Specialists - Terms & Conditions

The Wooden Floor Specialists Ltd

Terms & Conditions of Sale, Supply & Fit, and Services

1. Who These Terms Apply To

These Terms & Conditions apply to residential, commercial, trade and business customers.

By placing an order with The Wooden Floor Specialists Ltd (in showroom, via our website, by email, or over the telephone), you agree to be bound by these Terms & Conditions.

Definitions

• “The Company” means The Wooden Floor Specialists Ltd
• “The Customer” means any customer of the Company
• “Contract” means any contract for the sale of goods and/or supply and fit services by the Company to the Customer
• “Goods” means any goods supplied under the Contract, including parts, components and materials incorporated in them

Before placing an order, please check product specifications for suitability. If you are unsure, please ask us for advice.

2. Quotations & Orders

• All quotations are valid for 28 days from the date shown, unless stated otherwise.
• The Company may withdraw or amend a quotation at any time before written acceptance by the Customer.
• No quotation constitutes an offer. A Contract is formed only when we issue an official written acceptance / pro-forma invoice / order acknowledgement.

Verbal stock availability

• Any verbal stock availability advice is correct at the time given, but stock cannot be guaranteed unless the order is confirmed immediately.

Payment requirements

• Supply-only orders: 100% of materials must be paid in advance before ordering.
• Supply & fit orders: 75% of the total quotation is required in advance, unless otherwise stated in writing.
• Balances may be taken automatically on the due date(s) or on completion, as applicable.

Free site survey for supply-only (others fitting)

Where we offer a free site survey for supply-only materials and the Customer uses third-party installers:

• No returns will be accepted on materials ordered from our measurements
• We are not liable for workmanship, fitting issues, or failures caused by outside contractors.

3. Site Surveys

Where possible, we offer free site surveys.

If the Customer does not attend or does not provide at least 24 hours’ notice of cancellation, a £75.00 charge will apply.

4. Technical Requirements for Floor Installation

Wood flooring is a natural product and behaves with environmental changes. Installation must follow correct site conditions.

Important

• Boards should be inspected prior to fitting. Do not install damaged boards.
• All “wet trades” (plastering, screeding, painting, etc.) must be completed and sufficiently dry before installation.
• A floor/subfloor that “looks dry” may not be dry. Moisture testing is essential.

Moisture & humidity

• Excess humidity can cause cupping, swelling or deformation.
• Low humidity can cause shrinkage and gaps.
• Recommended indoor humidity:
  
• Solid flooring: 45–55% RH
• Engineered parquet: 40–60% RH
• 
  

Temperature

• Installation room temperature should be approximately 18°C ± 4°C.
• Flooring should be stored in the installation area for at least 2 days prior to installation (unpacked where appropriate), unless a product specification requires longer acclimatisation.

Base/subfloor requirements

• Subfloor must be:
  
• Flat (approx. 3mm over 2m)
• Dry and protected from rising moisture
• Solid, stable, clean, and free of debris/adhesive/cement residue
• 
  
• Moisture content limits:
  
• Concrete: max 2% CM (heated floors 1.8% CM)
• OSB/Plywood: 10–12%
• 
  
• Soft/unsuitable underlays (e.g., cork tiles, foamed polyethylene, soft compressible layers) are not acceptable for glue-down wood flooring.

Underfloor heating

• Surface temperature must never exceed 27°C (we recommend keeping it at or below 26°C).
• Temperature changes should be gradual (2–4°C per 24 hours).
• Heating must be operating and stable before installation.

Responsibility

• The Customer is responsible for ensuring the base/subfloor is suitable and dry.
• Where we are fitting, subfloor preparation remains the Customer’s responsibility unless explicitly included in our quote.
• Warranty may be invalid if flooring is installed onto an unsuitable base or in unsuitable conditions.

5. Samples, Grading & Natural Variation

Samples

• Samples are provided where possible. Hand-finished samples may be chargeable.
• Samples and photos are guides only and may not represent the finished installation due to natural variation and scale.

Matching service

• Where matching is required, samples collected/received for matching may be kept for up to 30 days, after which we may dispose of them.

Grading

• We generally supply Rustic grade boards (mixed grades A–E), which may include:
  colour variation, knots, splits, pin holes, mineral streaks and other natural characteristics.
  These are normal and do not indicate poor quality.
• Prime grade is available by special order at additional cost.

6. Supply & Fit / Renovation / Restoration

Deposits & payments

• We require:
  
• 50% deposit for works, plus
• Full payment for any extras chosen (as applicable).
• 
  
• Outstanding balances may be processed automatically on completion.

Cancellation / postponement

• The Company requires 14 working days’ notice to cancel or postpone.
• If less than 14 working days’ notice is given, the Customer agrees to pay 50% of the total cost of the work (including materials) plus VAT.
• Cancellations within 14 working days will also incur a £190 administration fee.

Site realities

• Once existing floor coverings are removed, defects in the subfloor may be discovered.
• Additional works required to rectify defects will be charged as extra and may extend the programme.
• If the work cannot be completed by our team, the Customer must arrange other trades and we will return when conditions are correct.

Extra materials

If additional wood/materials are required during installation, we reserve the right to charge for these.

7. Access, Protection, Furniture & Appliances

• All areas must be cleared before we start. If not, additional charges may apply.
• We do not remove appliances, furniture, breakables, carpets, gripper rods or underlay unless agreed in writing (fees apply).
• If we move items, this is at the Customer’s risk, and we are not liable for damage to appliances, furniture, or surfaces.
• We are not qualified to disconnect gas appliances or permanently wired appliances. The Customer must arrange a qualified tradesperson.

After installation protection

If other trades must work after installation, the Customer must protect floors appropriately (e.g., hardboard, taped joints, building paper/sisal Kraft).

8. Sanding, Finishing & Workmanship Realities

• Sanding and finishing in situ will not look identical to factory-finished boards.
• Different sanding machines are used; edge levels may differ slightly.
• Staining and sanding can cause minor marking to skirting/walls/doors; touch-up may be required after completion.
• Dust is unavoidable with industrial sanding. We use dust sheets, but cannot contain all airborne dust.
• We are not responsible for cleaning charges.

Finish

Unless otherwise stated, we use matt finishes and two coats of commercial lacquer (often water-based products such as Idrolak). Cure times may be up to 72 hours and can be affected by temperature/moisture.

Aftercare guidance

• Do not place furniture or rugs for 7 days after finishing.
• Do not wash the floor for a minimum of 2 weeks.
• Use pads under furniture and protect floors from dragging objects.
• Avoid abrasive/chemical cleaners.

9. Stains & Colour Change

• Stains can be unpredictable and may vary by species and existing contamination/previous finishes.
• Some woods (e.g., maple, beech, birch, pine and others) may not take stain evenly.
• White tones are not recommended in high-traffic areas (kitchens/hallways) due to maintenance demands.
• If the Customer changes colour after the first coat is applied, we reserve the right to charge for sanding back to bare wood.

UV & natural ageing

UV exposure changes wood colour. We recommend UV blinds/curtains and moving rugs occasionally to reduce uneven colour change. Matching new to old timber can be extremely difficult.

10. Bespoke / Special Order Items

Bespoke flooring (made-to-order) and special-order items:

• Cannot be cancelled once ordered, and certainly not once colouring/finishing has begun.
• Are non-refundable.
• May require longer delivery times; we can provide an approximate delivery window on request.
• We recommend allowing up to 2 weeks acclimatisation for certain flooring materials where appropriate.

11. Maintenance Products

All wooden floors require ongoing care.

• We stock correct cleaners and maintenance products (oils, acrylic polishes etc.).
• Using maintenance products not supplied by us may invalidate guarantees.
• We can offer a maintenance contract subject to site survey.

12. Delivery

• The Customer must provide adequate labour for unloading.
• Supply-only deliveries are kerbside.
• We may refuse delivery if deemed unsafe.
• The Company is not responsible for unloading, storage, or security once delivered.
• Deliveries must be signed for by an authorised person; we may refuse delivery without a signature.

Dispatch dates

• Any delivery date is an estimate only; we are not liable for losses caused by delay.

Risk

• Risk passes on delivery/collection to the Customer (or their agent/carrier).

Shortages

• Shortages must be reported in writing within 24 hours of delivery, otherwise we cannot be responsible.

Failed/Refused delivery

• If delivery is refused or nobody accepts the order, re-delivery will be charged at double the original charge.

Returns and handling

• Returned goods may be subject to handling/restocking and collection charges (see Returns Policy below).
• We deliver to UK mainland only (unless agreed). Certain deliveries (e.g., European oak from Lithuania) may incur additional charges.

Force majeure

Events outside our control (including war, terrorism, riots, strikes, lockdowns, transport disruption, supplier failure, fire, flood, etc.) may delay or prevent fulfilment. We are not liable for resulting losses.

13. Non-Payment

• Overdue accounts will bear an administrative fee of 5% per month, accruing monthly, with a minimum fee of £25.
• We may use a risk management company to collect outstanding sums.
• All materials remain the property of The Wooden Floor Specialists Ltd until paid in full.
• If goods are not paid for, we reserve the right to enter premises to retrieve goods, even if laid (where lawful).
• If the Customer stops payment or fails to pay, the Company may claim legal fees and other costs resulting from non-payment.

14. Price & Ownership (Retention of Title)

• Goods are invoiced at prices current at dispatch.
• Price lists are not offers and may change.
• The Company may reject any order.
• Ownership remains with the Company until paid in full.
• If goods are resold before payment, the Customer does so as agent of the Company.

15. Claims & Liability Limits

Time limits

• Non-delivery claims: notify immediately, and in any case within 3 days of invoice date.
• Damaged goods/incorrect quantity/description: notify within 7 days of delivery.
• Defects: notify within 7 days of delivery/fitting, or within 7 days of discovery if not reasonably apparent—and in any event within 28 days of delivery.

Inspection prior to installation

Visible defects must be notified immediately after delivery/collection. We must be allowed time to replace faulty goods prior to installation. After installation, no visible defect claims can be accepted.

Remedies

If goods are defective, the Company may (at its option) repair or replace with similar goods.

Liability cap

Any liability is limited to the value of the supplied goods (whole or proportional to the affected part only).

The total claim cannot exceed the invoice amount excluding VAT and transport.

We do not cover third-party costs including (but not limited to) labour, storage, relocation, cleaning, decorating, or re-installation.

Third-party installers

We are not liable for issues arising from customers employing independent tradesmen, including badly laid floors and associated costs.

16. Returns Policy

General

• No goods will be accepted back after 21 days from delivery.
• We reserve the right to refuse returns of out-of-stock, opened, special order, damaged or non-saleable goods.

Stock returns (where accepted)

• Returns may incur a restocking fee (e.g., 20%) plus collection charges (e.g., £180), and goods must be in saleable condition.

Online consumer returns (excluding special order items)

Consumers may have cancellation/return rights under distance selling regulations. If an order is cancelled before dispatch, we will refund the invoice amount within 5 working days.

If returned after delivery:

• Return costs are the Customer’s responsibility
• Goods must be returned in original packaging and perfect condition
• Refunds will be made to the original payment method within 28 days of receipt and inspection

17. Consumers

Where applicable, the Sale of Goods Act 1979 and relevant consumer protection legislation apply.

18. Website Content & Copyright

All images, pictures and written content on our website are copyrighted. No content may be copied in any form without prior written consent from The Wooden Floor Specialists Ltd. Infringement may be pursued through legal action.

19. Governing Law

The Contract is governed by English law, and the Customer consents to the exclusive jurisdiction of the English courts, except where the Company chooses to invoke another jurisdiction.