Damages Policy

Here at Factory Direct Flooring Direct Ltd, we have every confidence that your wood flooring will be delivered to you in perfect condition. All stock is checked before it leaves our distribution centre and we actively select our carriers via a stringent service and quality control process. As such, the vast majority of wood flooring orders arrive undamaged. However, as with any delivery service, we do have a customer initiated claim from time to time. This only occurs in an exceptionally small number of cases. In fact, our most up to date figure is 1.2% of claims against all wood flooring deliveries, thus making us one of the most efficient and reliable companies around.

Our deliveries policy is outlined below for you. In the event of damages, please follow these steps to resolve your issue in a timely manner:

1. Do not refuse to take delivery, even if the wood flooring is damaged. Instead, please call us on 0800 015 44 15. This is because refused deliveries incur additional costs and also breaches the sale contract your have with us. Damages that are incurred from refused deliveries are non-refundable and cannot be noted as you must inform us before any return takes place. You are fully responsible for any costs that arise from refused delivery and this increases any possible resolution time.

2. Before the delivery is completed, please check your order with the wood flooring that is being delivered. Make sure that every item that was ordered is there. If the order is not complete then make sure that it is noted on the delivery receipt. Please also take a look at the wood flooring and ask that any damages be noted on the delivery form as well.

3. Always retain paperwork that is given to you by the carrier. You will need it in the event of a claim being initiated. This will enable us to deal with it much quicker than would otherwise be possible.

4. Keep any wood flooring or materials that are damaged. Once reported, the damaged material is the property of the carrier, by law, and they have 120 days to decide if they wish to inspect, pick up or advise to discard the damaged material.

5. When we receive the documentation from you and we have assessed the wood flooring materials that you have reported damaged, we will refund or replace the damaged materials and then pursue your claim with the carrier.

If you have any questions or queries relating to any of the above then please do not hesitate to contact us on 0800 015 44 15. We will be happy to help.