eFlooring Terms & Conditions

1. About us and these terms

1.1 We are Eflooring Online Ltd, trading as eFlooring, a company registered in England and Wales under company number 13636652.

Our registered address is:

• The New Bungalow
• The Holmes
• Selby
• North Yorkshire
• YO8 3GD
• Email: online@eflooring.co.uk
• Telephone: 03306 784717
• Website: www.eflooring.co.uk

1.2 These terms apply to purchases of goods through our website and orders placed with us by telephone or email. Please read them before placing your order and retain a copy for your records.

1.3 You are a consumer if you are an individual buying wholly or mainly for purposes outside your trade, business, craft or profession. Otherwise, you are a business customer.

1.4 Sections dealing expressly with statutory consumer cancellation rights and consumer remedies apply only to consumers. Section 18 contains additional terms for business customers.

1.5 Website orders are for the supply of goods only unless we expressly agree otherwise in writing. Any installation service we provide will be covered by a separate agreement.

1.6 Nothing in these terms excludes or restricts rights or liabilities that cannot lawfully be excluded or restricted.

2. Product information and suitability

2.1 We take reasonable care to describe our products accurately. Images are illustrative, and the appearance of colours and finishes can vary between screens and lighting conditions.

2.2 Natural materials and products designed to reproduce natural materials may contain variations in shade, grain, texture and pattern. Different production batches may also vary. These characteristics do not, by themselves, mean a product is faulty, provided the goods meet their description and applicable quality requirements.

2.3 Where available, we recommend obtaining a sample before ordering. A sample illustrates the product but may not show every variation present across a complete floor.

2.4 If you need to match an existing floor or previous order, contact us before purchasing. We cannot guarantee a batch, profile or colour match unless we expressly confirm this.

2.5 Please check the product specification, intended use, installation requirements and compatibility with your subfloor, underlay, adhesive, heating system and environment. Tell us before ordering if you require a product for a particular purpose or intend to rely on our advice.

2.6 Packaging may differ from website images. We will not substitute a different product or make a material change to an accepted order without your agreement.

2.7 These provisions do not affect your statutory cancellation rights or your rights where goods are faulty, misdescribed or unsuitable for a purpose you made known to us and reasonably relied on us to assess.

3. Measurements and quantities

3.1 Where you supply measurements, quantities or specifications, you are responsible for ensuring they are accurate.

3.2 Allow for the installation pattern, cutting waste and any spare material you may need. The appropriate allowance depends on the product and layout. Seek advice from your installer before ordering.

3.3 Calculators and general quantity guidance are estimates. Any measurement or specification service expressly provided by us remains our responsibility to perform with reasonable care and skill.

3.4 Incorrect measurements do not remove your statutory right to cancel an eligible order for standard goods. Different rules apply to goods cut or made specifically to your requirements, as explained in section 12.

4. Orders and contract formation

4.1 Please check your basket, product selection, quantities, contact details and delivery address before submitting your order.

4.2 An automated order acknowledgement confirms that we have received your order. It does not, by itself, mean we have accepted it.

4.3 A contract is formed when we send you an email expressly accepting your order or confirming dispatch, whichever occurs first.

4.4 If we cannot accept your order, we will tell you and refund any payment taken for the goods we cannot supply. Reasons may include unavailable stock, an inability to deliver to your address or an error in product information or pricing.

4.5 If we identify an error before accepting your order, we will explain it and give you the opportunity to proceed on the corrected basis or cancel. We will not require you to accept a higher price or alternative product.

4.6 Changes to an accepted order require our agreement. We will explain any resulting price or delivery changes before you decide whether to proceed.

5. Prices and payment

5.1 Prices are in pounds sterling. Consumer prices include VAT where applicable.

5.2 Delivery charges and any applicable location or service surcharges will be shown or confirmed before you enter the contract.

5.3 Payment is required when ordering unless we have expressly agreed alternative payment terms in writing.

5.4 Price changes on our website do not change the agreed price of an accepted order.

5.5 Promotional offers are subject to any conditions clearly stated when the offer is made. Statutory rights apply equally to discounted, clearance and discontinued goods.

6. Delivery charges and arrangements

6.1 Delivery availability, charges and estimated lead times are provided during ordering. The delivery price confirmed for your order includes any disclosed location surcharge.

6.2 Free delivery offers apply only to eligible goods and destinations and are subject to the conditions displayed with the offer.

6.3 We do not currently offer delivery to Northern Ireland. Other delivery restrictions will be explained before we accept your order.

6.4 Goods may be delivered by our own vehicles, a third-party carrier or directly by a supplier. Where we arrange delivery, we remain responsible for fulfilling our delivery obligations.

6.5 Delivery dates and lead times are estimates unless we expressly agree a binding date with you. Deliveries normally take place between 8am and 6pm. Specific arrival times and advance telephone calls cannot be guaranteed unless expressly agreed.

6.6 Unless another delivery period is agreed, consumer orders will be delivered without undue delay and within 30 days after the contract is formed.

6.7 If delivery is delayed, we will contact you. Your statutory rights remain available, including the right to end the contract where an essential agreed deadline is missed or where we fail to deliver within an appropriate additional period you give us. If we refuse to deliver, you may end the contract without giving an additional period.

6.8 We recommend that you arrange installation only after the goods have arrived and have been checked. This recommendation does not exclude liability we have under applicable law.

7. Delivery access and unloading

7.1 Unless expressly agreed otherwise, delivery is to the kerbside or the nearest safe and accessible unloading point. Delivery does not include carrying goods into your property, upstairs or to a particular room.

7.2 Flooring can be heavy, bulky and palletised. Please arrange sufficient help and suitable equipment to move it safely from the delivery point into secure, dry storage.

7.3 Tell us before ordering about any access restrictions, including narrow roads, weight limits, restricted parking, steep slopes, gravel surfaces, private roads or other conditions that may prevent safe delivery. Delivery vehicles may be up to 18 tonnes.

7.4 If specialist delivery arrangements are needed, we will discuss their availability and any additional cost before agreeing them.

7.5 Some unusually long or heavy loads require a specific unloading arrangement. We will explain any assistance or equipment required before delivery. Nobody is required to undertake unsafe manual handling.

7.6 Please ensure an adult authorised to receive the goods is available on the agreed delivery date.

7.7 If you request delivery to an unattended location, we must first agree that arrangement. Please identify a secure, weatherproof location. Any such arrangement remains subject to applicable law concerning delivery and responsibility for the goods.

8. Failed delivery, redelivery and storage

8.1 If delivery fails because you are unavailable at the agreed time, provide an incorrect address or fail to disclose a material access restriction, we may recover reasonable additional costs directly caused by that failure.

8.2 These costs may include necessary return transport, redelivery or storage. We will explain the reason and amount before arranging the next step and take reasonable steps to minimise the costs.

8.3 We will not charge you for a delivery failure caused by us or a carrier we appointed.

8.4 We will contact you to arrange redelivery or collection where appropriate. Storage charges will apply only after reasonable notice explaining the charge and giving you an opportunity to make arrangements.

8.5 A failed delivery does not automatically cancel your order. Your cancellation rights, where applicable, remain available. We will not charge twice for the same transport or loss.

9. Checking goods and responsibility for them

9.1 Please check the delivery for missing items, obvious damage and incorrect goods as soon as reasonably possible. Where practical, note visible damage on the delivery paperwork and take photographs.

9.2 Contact us promptly if there is a problem. Signing for delivery, failing to note damage or being unable to inspect immediately does not remove your statutory rights.

9.3 For consumers, goods remain at our risk until they come into your physical possession, or that of a person you nominate to receive them, subject to any applicable statutory exception.

9.4 Ownership passes when we have received full payment for the goods.

9.5 After delivery, store the goods securely and follow the manufacturer’s storage and acclimatisation instructions.

10. Consumer cancellation rights

10.1 If you are a consumer buying at a distance, you may cancel an eligible order without giving a reason from the time you place it until the end of the statutory cancellation period.

10.2 For goods delivered together, that period ends 14 calendar days after the day you, or your nominated recipient, receive them. For a single order comprising goods delivered separately, it normally ends 14 calendar days after receipt of the last item, lot or piece.

10.3 To cancel, email online@eflooring.co.uk, telephone 03306 784717 or write to our registered address. Give your order details and clearly state that you wish to cancel. You may use the cancellation form at the end of these terms, but you do not have to.

10.4 You only need to communicate your cancellation before the applicable deadline. Cancellation does not require our approval or a telephone call.

10.5 We do not charge a restocking, administration, cancellation or payment-processing fee when you exercise your statutory cancellation right.

10.6 If you cancel before dispatch and no return transport is required, no return haulage charge applies.

10.7 If you cancel after dispatch, we will try to stop delivery where reasonably possible. Direct costs of returning the goods may still be payable under section 11.

10.8 Any extension of the statutory cancellation period required by law will apply.

11. Returns, haulage and refunds following statutory cancellation

Returning the goods

11.1 Unless we have offered to collect them, you must send back the goods without undue delay and no later than 14 calendar days after telling us you are cancelling.

11.2 Please contact us for the correct return address, as goods may need to go to a warehouse or supplier rather than our registered office. If we have not supplied an alternative return address, you may return the goods to our registered address. Requesting return instructions does not affect your right to cancel, and you do not need our approval to exercise that right.

11.3 Package the goods securely for transport. Original packaging is helpful where available, but is not an absolute condition of exercising your statutory cancellation right.

11.4 Keep evidence of dispatch and use transport suitable for the weight, dimensions and value of the goods.

Return haulage costs

11.5 You must bear the direct cost of returning unwanted goods where we informed you of this responsibility before you entered the contract, unless we have agreed to pay those costs or the law requires us to do so.

11.6 Flooring is heavy and bulky and cannot normally be returned by post. Haulage costs depend on the weight, dimensions and quantity of goods, collection location and access requirements.

11.7 We can provide a return haulage quotation. For goods that cannot normally be returned by post, we will provide the return cost or a reasonable estimate before you enter the contract. Any estimate will explain its basis and relevant assumptions.

11.8 If you ask us to arrange collection, we will confirm the charge and obtain your agreement before booking. You may arrange your own suitable return transport instead, unless collection by us is required by law.

11.9 If goods are already in transit when you cancel, a direct return transport charge may still apply, subject to the disclosure and agreement requirements above. A return charge will not arise merely because a contract has been entered into.

11.10 Return transport charges are separate from restocking fees. No restocking fee applies to a valid statutory cancellation.

Condition of the goods

11.11 You may examine the goods as you would reasonably be permitted to in a shop.

11.12 Where legally permitted, we may deduct an amount reflecting a reduction in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. Cutting, fitting, installing or using flooring may cause such a reduction.

11.13 Any deduction will reflect the actual reduction in value, rather than an automatic percentage.

Your refund

11.14 If you cancel the whole order, we will refund the price paid and the cost of our least expensive standard delivery service available for that order. Additional amounts paid for an enhanced delivery service are not refundable.

11.15 For a partial cancellation, any delivery refund will reflect the delivery charges attributable to the cancelled goods and applicable law.

11.16 We will refund you without undue delay and within 14 days after you tell us you are cancelling, subject to the following right to withhold reimbursement. Unless we have offered to collect the goods, we may withhold reimbursement until we receive them back or you provide evidence of sending them back, whichever occurs first. If the goods have not been dispatched, no return is required and the refund will be made within 14 days after you tell us you are cancelling.

11.17 Refunds will use the original payment method unless you expressly agree otherwise. We do not charge a refund fee.

11.18 If you agree that we may deduct an agreed collection charge from your refund, we will identify that deduction separately.

12. Bespoke and personalised goods

12.1 The statutory change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised. This may include flooring cut specifically to your requested measurements.

12.2 A product is not automatically exempt because it is ordered from a supplier, is a special-order item or is manufactured after you order. The legal exemption must apply to the particular goods.

12.3 We will identify goods subject to this exemption before you enter the contract. Please check all specifications and measurements carefully.

12.4 If you ask to cancel an exempt order, we will consider whether cancellation is possible and explain any reasonable costs or losses we cannot avoid. We will take reasonable steps to reduce those losses.

12.5 This section does not affect rights concerning faulty, damaged, misdescribed or incorrectly supplied goods.

13. Extended change-of-mind returns and the 25% restocking fee

13.1 After your statutory cancellation period has expired, you may ask us to accept a discretionary change-of-mind return. Your request must reach us within 30 calendar days of delivery.

13.2 Acceptance under this extended policy requires our written agreement. We will confirm which goods we can accept, the return deadline, return address and applicable charges before you proceed.

13.3 Goods accepted under this policy must be unused, uninstalled, complete, in their original branded packaging and suitable for resale. Flooring sold by the pack must be returned in complete packs.

13.4 A restocking fee of 25% of the price paid for the goods accepted for return applies under this extended policy. The fee is calculated on the returned goods only, after any discount, rather than the whole order.

13.5 The restocking fee is additional to the direct return haulage or collection costs. Those costs will be quoted separately. We will not recover the same cost twice, and any charge remains subject to applicable law.

13.6 Original delivery charges are not refundable under this discretionary policy unless we agree otherwise.

13.7 Bespoke, personalised, cut-to-size, clearance and discontinued goods are excluded from this extended policy unless we expressly agree otherwise.

13.8 Once we receive and check an agreed return, we will issue the refund, less the agreed lawful deductions, within 14 calendar days.

13.9 This policy does not restrict statutory rights. In particular:

• No restocking fee applies where you notified us of cancellation within the statutory cancellation period and returned the goods within the permitted deadline.
• A statutory cancellation does not become subject to a restocking fee simply because the goods arrive back after the cooling-off period.
• The fee does not apply to a return under your statutory rights concerning faulty or incorrectly supplied goods.

14. Faulty, damaged, missing or incorrect goods

14.1 Goods supplied to consumers must be of satisfactory quality, fit for any particular purpose made known to us where you reasonably rely on our assessment, and as described.

14.2 If you believe goods are faulty, damaged, missing or incorrect, contact us with your order number and a description of the problem. Photographs and product or batch details may help us assess it. We will provide a reasonable alternative where photographs are unavailable or do not adequately show the issue.

14.3 Please stop using or installing goods once you identify a problem and give us a reasonable opportunity to investigate and arrange an appropriate remedy.

14.4 Consumers normally have a short-term right to reject non-conforming goods within 30 days of delivery. Different timing rules may apply, including where a repair or replacement is requested.

14.5 After the short-term rejection period, you will normally be entitled to repair or replacement in the first instance, subject to the conditions in the Consumer Rights Act 2015. A price reduction or final right to reject may become available where the statutory conditions are met.

14.6 Where a fault becomes apparent within six months of delivery, it is generally presumed to have been present at delivery unless we show otherwise or that presumption is incompatible with the goods or the nature of the fault. Rights may continue beyond six months.

14.7 We will bear reasonable return costs where required by law. No restocking fee applies to a valid statutory claim.

14.8 Refunds due following a statutory rejection will be made without undue delay and within 14 days after we agree you are entitled to the refund, using the original payment method unless you expressly agree otherwise.

14.9 Clearance, sale and discontinued goods retain statutory protection. A specific defect clearly disclosed before purchase does not normally give a right to a remedy for that same defect, but unrelated faults remain covered.

14.10 Installation, removal of packaging or signing a delivery note does not automatically remove your rights.

15. Installation, care and guarantees

15.1 Unless expressly agreed otherwise, we do not install goods purchased through our website. An installer you appoint independently is responsible for their work.

15.2 Before installation, check the product, quantity, visible condition, batch details and manufacturer’s instructions. Raise any apparent discrepancy before cutting or fitting.

15.3 Installation must follow the manufacturer’s requirements, including those concerning subfloor preparation, moisture testing, acclimatisation, expansion gaps, adhesives, underlay and underfloor heating.

15.4 Damage caused by unsuitable storage, misuse, inadequate maintenance or incorrect installation is not a product fault for which we are responsible, unless the problem results from our breach of contract or advice for which we are legally responsible.

15.5 Manufacturer guarantees may have specific installation and maintenance conditions. Any requirement for a qualified installer will be stated in the relevant guarantee information.

15.6 Manufacturer guarantees are additional to your statutory rights. Your statutory rights against us do not depend on registering or qualifying for a manufacturer guarantee.

15.7 Where the law requires us to bear reasonable removal or reinstallation costs as part of a remedy, we will do so.

16. Our responsibility and events beyond our control

16.1 We are responsible for loss or damage you suffer that is a foreseeable result of our breach of contract or failure to use reasonable care and skill.

16.2 We do not exclude or limit liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, breach of statutory consumer rights or anything else that cannot lawfully be excluded or limited.

16.3 If an event beyond our reasonable control affects an order, we will tell you as soon as reasonably possible and take reasonable steps to reduce the impact.

16.4 Such an event does not remove your rights concerning delivery, cancellation, refunds or other statutory remedies. If performance becomes impossible or materially delayed, we will discuss the available options and refund sums due if the contract ends.

16.5 If we cannot fulfil an accepted order, we will explain why and refund the amount paid for anything we cannot supply. Any further rights you have under applicable law remain available.

17. Complaints and disputes

17.1 Please send complaints to online@eflooring.co.uk, telephone 03306 784717 or use our website support portal. Include your order number and the outcome you are seeking.

17.2 We will investigate and respond within a reasonable time. If we need further information or time, we will explain why.

17.3 If we cannot resolve a consumer complaint through our internal process, we will provide information about an appropriate approved alternative dispute resolution provider and explain whether we are obliged or willing to participate.

17.4 You are not required to use alternative dispute resolution before exercising your right to bring court proceedings.

18. Business customers

18.1 The statutory consumer cooling-off period and consumer remedies described in these terms do not apply to business purchases.

18.2 Business orders may be cancelled or returned only with our written agreement, unless a right arises under applicable law or another express contractual term.

18.3 If we agree to accept conforming goods back from a business customer, we will confirm the conditions and charges in writing. Unless agreed otherwise, a 25% restocking fee on the price paid for the accepted goods applies, together with separately agreed return transport costs.

18.4 If a business customer cancels an order we cannot accept back under section 18.3, we may recover losses reasonably resulting from the cancellation, subject to our duty to mitigate and without double recovery.

18.5 Business customers must inspect goods promptly and notify us of shortages, incorrect deliveries or apparent defects within a reasonable time. Hidden defects must be reported within a reasonable time after discovery.

18.6 Subject to section 16.2 and applicable law, we are not liable to business customers for indirect or consequential loss, or for loss of profit, revenue, business opportunity or anticipated savings.

18.7 Subject to section 16.2 and any liability that cannot lawfully be limited, our total liability to a business customer arising from an order is limited to the total price paid or payable for that order, so far as that limitation is reasonable and enforceable.

18.8 No term excludes a business customer’s rights concerning ownership of the goods or any other liability that cannot lawfully be excluded.

19. Website use and intellectual property

19.1 Website text, images, designs, logos and other content belong to us or our licensors and are protected by intellectual property law.

19.2 You may view, download and print reasonable extracts for personal use or to assess a purchase. You must not reproduce or commercially exploit our content without permission, except where the law allows.

19.3 You must not misuse the website, introduce malicious software, attempt unauthorised access or interfere with its operation.

19.4 We take reasonable care to maintain accurate information and website availability, but access may occasionally be interrupted for maintenance or reasons outside our reasonable control.

19.5 Links to third-party websites are provided for convenience. Those websites have their own terms and privacy policies. This does not affect our responsibility for goods or services we supply.

20. Personal information

20.1 We handle personal information in accordance with our separate Privacy Policy, which explains how we collect, use, store and share information and how you can exercise your data protection rights.

21. General terms

21.1 The version of these terms supplied or made available when your order is accepted applies to that order. Later website updates do not retrospectively change an existing contract.

21.2 Changes to an existing contract require agreement unless the law permits otherwise. Nothing in these terms removes binding information or commitments on which a consumer is legally entitled to rely.

21.3 If any provision is found unlawful or unenforceable, the remaining provisions continue to apply so far as possible.

21.4 A delay in exercising a contractual right does not, by itself, mean that right has been waived.

21.5 We may transfer our rights and obligations only where this does not reduce your contractual protection. We will notify you where required.

21.6 These terms are governed by the law of England and Wales. Consumers retain any mandatory protections and rights to bring proceedings in the courts available to them under the law of their place of residence.

21.7 For business customers, the courts of England and Wales have exclusive jurisdiction, subject to applicable law.

Model cancellation form

Complete and return this form only if you wish to cancel an eligible contract. You may instead send any other clear statement of cancellation.

To: Eflooring Online Ltd
The New Bungalow, The Holmes, Selby, North Yorkshire, YO8 3GD
Email: online@eflooring.co.uk

I/We hereby give notice that I/we cancel my/our contract of sale for the following goods:

Goods:
Order number:
Ordered on:
Received on:
Customer name(s):
Customer address:
Date:

Signature of customer(s), only if this form is submitted on paper: