General Terms
Factory Direct Flooring tries to provide a first class service to its customers under clearly stated terms and conditions. Placing an order using the factory-direct-flooring.co.uk website or after subsequent telephone calls with our Sales Department means you agree to be bound by these terms and conditions.
Samples
Our web site tries to provide accurate photographic representations of the product we sell. However some web browsers do not always faithfully reproduce the image. It is therefore a good idea to request a sample to ensure the colour is as expected for the flooring to be purchased.
Suitability
Before placing an order please check the manufacturer’s specification details for suitability of their intended purpose. If you are unsure about the suitability of the product then please ask us for advice.
Placing an order
When an order is placed with Factory Direct Flooring we do not immediately take payment. Our preferred payment method is Google Checkout. This is one of the most secure payment methods for us the vendor and you the purchaser. Once Google authorises the payment we will ensure we have sufficient stock before taking any money. If we do not have sufficient stock we will contact you to check whether you are prepared to wait before taking payment. In certain circumstances we may ask for a bank transfer before accepting an order. However in all circumstances once payment has been received we will process the order.
All of the above will be confirmed by email
Delivery
Factory Direct Flooring offers a standard delivery service where all goods are delivered within 2-5 working days. A large amount of our deliveries are made next day. On receipt of your order we will contact you to arrange a convenient day. If there is the likelihood of a delay or we cannot fulfil your requested delivery date we will call you to discuss alternative options.
Free delivery is available as part of our standard delivery service on orders over £350.00 + Vat, although exceptions can apply. Details of these exceptions are available on request. Orders below this threshold will incur a subsidised delivery charge of £35.00 + Vat. Our standard delivery covers Mainland UK; however we will deliver to non mainland UK destinations
We also offer a timed delivery service on your arranged delivery day. This service carries an additional charge. A Saturday delivery service is also available for orders placed on Friday before 10 am, for any additional services above, orders need to be arranged with a member of staff. (See Delivery charges)
Deliveries are made on your requested day from approximately 8.00 am to around 6.00 pm. Unfortunately requests for an E.T.A. (Estimated time of arrival) are at the couriers discretion. If your order arrives as arranged but we are unable to deliver because you are not home, or there is inadequate help available you will be liable for any additional costs incurred for redelivery.
Our standard delivery service is made to ‘Kerb side’ due to insurance guidelines so please arrange for adequate help to off load your goods. Your delivery could be made on a lorry or van so it is assumed that the delivery address will be accessible. If there is a likely problem, e.g. the road is subject to a vehicle weight or width restriction or parking, it is within a time zone restriction; please inform us at the time of order so we can discuss alternative delivery options. Failed deliveries will incur a redelivery charge. (See delivery charges)
Factory Direct Flooring has teamed up with reliable delivery partners to ensure delivery service levels are maintained. However, very occasionally damage may occur during the transportation of goods which we apologise for in advance. Therefore it is important to check and sign for your order on arrival. If you are unfortunate to receive damaged, or there are missing item(s) please make sure it is noted on the couriers paperwork. We also strongly suggest that you contact us direct as soon as possible to make sure we aware of the problem. We cannot be responsible for any consequential losses after delivery has been signed for. Therefore we advise against booking installers until goods have arrived and been checked.
Where goods are refused on delivery that are found to be undamaged on return we reserve the right to pass on any carriage charges that we incur in returning the goods to us. Please see Delivery Process for Additional Delivery Surcharges.
Returns and cancellations
As a consumer, you have extensive rights when it comes to returns and cancellations. For example, you have the right to cancel your order for up to 7 days after the goods come into your possession as a result of the Distance Selling Regulations 2000. This is to ensure that you are totally happy with your purchase, which is why it only applies after you have taken delivery of the order. However, if you do decide to cancel or return the goods in part or wholly then you must abide by the Distance Selling Regulation guidelines (a copy of which can be found at www.oft.gov.uk/shared_oft/business_leaflets/general/oft698.pdf).
You also have the right to cancel your purchase before your order has been dispatched to you. If cancellation is confirmed prior to the order being dispatched, the full invoice amount will be refunded to you within 5 working days.
If you cancel and would like to return your order after delivery, we will arrange to collect the order in full from your specified delivery address. Upon receipt of the order, we will then refund the total amount to you minus the collection fee charged to us by the carrier. The level of this amount depends on your location, although the standard cost is £75 + vat within the UK mainland. However, a surcharge may also apply if the original order had one.
Upon collection, all goods must be sent as they are received, complete with packaging and in their original condition. Following their delivery to us, we will refund the total due to you onto the payment card that you originally used. This will be made within 28 days of cancellation.
Your guarantee
Factory Direct Flooring is a leading specialist in floors and we go to great lengths to ensure that everything we sell is of the highest quality. Factory Direct Flooring has the confidence in the products we sell and we offer a 20 and 30year guarantee for products that we have exclusively sourced from our supplier partners.
Even though it unlikely it is important to check each board before installation to ensure that there is no damage or quality issue. If there is a fault please contact us immediately and we will remedy the situation as per your legal rights.
If the product develops a fault after installation please contacts immediately so we can arrange on on-site inspect to remedy the situation.
Intellectual property
You acknowledge and agree that all copyright, trademarks and all other intellectual property rights in all materials and/or content made available as part of your use of this website shall remain at all times with us or licensors. You are permitted to use this material only as expressly authorised by Factory Direct Flooring .You acknowledge and agree that the material and content contained within this website is made available for your personal non-commercial use only and that you may only download such material and content for the purpose of using this website. You further acknowledge that any other use of the material and content of this website is strictly prohibited and you agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such material and content.
Privacy and security
Your privacy is of the highest importance to us, and we promise never to release your personal details to any outside company for mailing or marketing purposes.
We realise how important it is to securely store any information that you provide. Therefore we maintain the highest levels of security. Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions. You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously.
If you have a query regarding privacy, please contact us.
All information gathered including any information given at the time of ordering is collected lawfully and in accordance with the Data Protection Act 1998.
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