Terms and Conditions

1. These terms:

1.1 Scope:

These are the terms and conditions on which we (Daniel International Group Ltd t/a www.flooringfactory.co.uk) supply Goods to you (the Customer), covering both in-store and distance purchases.

1.2 Purpose:

Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide Goods to you, how you and we may change or end the contract, what to do if there is a problem and other important information. Please contact us if you have any question about these terms.

2. About us and contact details:

2.1 About us:

Flooring Factory is a trading name of Daniel International Group Ltd, a company registered in England, No. 15233233 and our registered office address is 71-75 Shelton Street, London, WC2H 9JQ. Copyright © 2025 Daniel International Group Ltd - all rights reserved.

2.2 Contact us:

You can contact us at any time by emailing info@flooringfactory.co.uk.

2.3 How we may contact you:

If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us.

3. Our contract with you:

3.1 How we will accept your order:

When placing a distance purchase order with us, you are making an offer to buy the goods. We will send you an email to confirm that we have received your order, and we will then check the price and availability of the goods. Acceptance will take place when we write to you again to accept your order or when we write to you that we are able to provide you with the product, at which point a contract will come into existence between you and us. Your order will then be processed once your payment has been received in full.

3.2 If we cannot accept your order:

If we are unable to accept your order, we will inform you of this in writing or by phone. Unacceptance might be because the product is out of stock, because we have identified an error in the price or description of the product or because of delivery related issues. In this instance, we will not charge you anything and there will be no contract formed between us.

3.3 Your order number:

We will assign an order number to your order and tell you what it is when we accept your order. Please always reference your order number when contacting us.

4. Our Goods:

4.1 Goods may vary slightly from their pictures:

The images of the Goods on our website are for illustrative purposes only – we recommend ordering samples prior to purchasing. This is because although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the Goods. Your product may vary slightly from those images. For hardwood flooring, please note wood has many variations in grain pattern and colour, and these cannot be accepted as a reason for exchange or rejection.

4.2 Suitability:

Before you place an order, it is important that you check the manufacturer’s specification details for suitability of their intended purpose. If you are unsure about

the suitability of the Goods, for example the need for completely waterproof (not just water resistant) flooring for kitchens and bathrooms, then please contact us.

4.3 Product packaging:

The packaging of the product may vary from that shown in images on our website.

4.4 Measurements:

You are responsible for ensuring that the floor measurements you provide are correct. You can then use the area coverage calculator on each product page which will calculate the total number of packs you need. If you need any help, please do contact us.

4.5 Checking the Goods:

Please check the Goods for accuracy and condition prior to adjusting your flooring or installing the Goods. If you proceed with adjusting your flooring or installing the Goods, then we deem you to have accepted the accuracy and condition of the Goods as supplied. We shall not be held responsible for any incidental work or expense arising out of or because of any defect in our Goods, or bad workmanship applied to our goods.

4.6 Offers and promotions:

Any offers or promotions are, unless otherwise stated, strictly one per household

and are subject to stock availability. We reserve the right to amend or withdraw offers or promotions at our discretion.

5. Your rights to make changes:

5.1 Changes to the order:

If you wish to make a change to the products you have ordered, please contact us. We will let you know if the change is possible, any changes to your total cost, the timing for delivery or anything else. You will then need to confirm whether you wish to go ahead with the change.

6. Our rights to make changes:

6.1 We may make minor changes to the Goods:

(a) to reflect changes in relevant laws and regulatory requirements; and

(b) to implement minor technical adjustments and improvements, for example to address a quality issue. These changes will not affect your use of the product.

6.2 We may make major changes to the Goods or these terms:

If we make major changes to the Goods or these terms, we will notify you and you may then contact us to end the contract and receive a full refund before the changes take effect.

7. Providing the Goods:

7.1 Delivery costs:

Delivery prices are advertised on our website but please contact us if unsure and we can provide a quote prior to your purchase.

7.2 When we will provide the Goods:

You will be able to select a delivery date between 8am-6pm where possible otherwise you will be given an indicative timescale. Please see our delivery page for further details.

7.3 Your responsibility to provide the required information:

We may ask certain information from you so that we can supply the Goods to you. If you do not give us this information within a reasonable timeframe, or if you give us incomplete or incorrect information, we may either end the contract (see clause 9.1) or make an additional charge of a reasonable amount to compensate us for any extra work that is required as a result. In such instances, we will not be responsible for supplying the Goods late or not supplying any part of them if this is caused by you failing to provide the required information.

7.4 Arrival of delivery:

Our deliveries are kerbside only. We advise that you should have help to unload the goods from the pallet. Any of our deliveries could be made by anything up to an 18-tonne lorry, so it is assumed that the delivery address will be easily accessible. If the delivery address is situated on a private road, please inform us at the time of order. If access is likely to be a problem, please inform us at the time of order to discuss alternative delivery options.

7.5 We are not responsible for delays outside our control:

If our delivery of the Goods is delayed by an event outside our control, we cannot be held liable, but we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. If there is a risk of substantial delay you may contact us to end the contract and receive a refund for any Goods you have paid for but not received.

7.6 Collection by you:

Some of the Goods may be collected by you from our premises, please check with us before proceeding with your purchase. Upon collection, you are responsible for the Goods and collections are done so at your own risk. We require you to inspect and examine the Goods prior to loading, as they can easily be damaged when being transported in or on unsuitable transport. You must ensure the goods are safely and appropriately transported; thus we will not accept liability for damage which occurs subsequently after leaving our premises. This does not affect your statutory rights.

7.7 If you are not at home when the product is delivered:

If your order arrives as arranged but we are unable to deliver because there is nobody home, the Goods are refused, there is inadequate help available, or the order is changed/cancelled within 48 hours of your delivery, you will be liable for any additional costs incurred for the goods being returned. The return delivery charge for failed deliveries is £25 or £1.10 per kg if the weight is over 25kg.

7.8 If you do not re-arrange delivery:

If after a failed delivery to you, you do not re-arrange delivery, we will contact you

for further instructions and may charge you for any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery, we may end the contract and clause 9.2 will apply.

7.9 Deliveries outside of mainland UK:

Please be aware that customers living outside of Mainland UK or in some territories of Scotland may incur extra delivery charges. Once you have placed your order online, we will be in contact to arrange the best delivery options available.

7.10 Your legal rights if we deliver late:

You have legal rights if we deliver any Goods late and the delay is not a result of an event which is outside of our control, as outlined in clause 7.5. If we miss the delivery

deadline for any Goods, then you may treat the contract as at an end straight away if any of the following apply:

(a) we have refused to deliver the Goods;

(b) delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or

(c) you told us before we accepted your order that delivery within the delivery deadline was essential.

If you do not wish to treat the contract as at an end straight away, you can give us a new deadline for delivery, which must be reasonable, and you can treat the contract as at an end if we do not meet the new deadline.

7.11 Ending the contract for late delivery:

If you do choose to treat the contract as at an end for late delivery under clause 7.10, you can cancel your order for any of the goods that have not yet been delivered.

7.12 When you become responsible for the Goods:

The Goods will be your responsibility from the time we deliver the products to the address you gave us, or you, or a carrier organised by you collect it from us where possible.

7.13 Reasons we may suspend the supply of Goods to you:

We may have to suspend supply in order to:

(a) deal with technical problems or make minor technical changes;

(b) update the product to reflect changes in relevant laws and regulatory requirements;

(c) make changes to the product as requested by you or notified by us to you (see clause 6);

(d) if you fail to pay;

(e) if we have good reason to suspect your order is fraudulent.

7.14 Damage to Goods at the point of delivery:

It is important to check the packages for any visual damage to the Goods. In the rare event that you receive damaged goods or there are missing items, please make sure it is noted on the courier’s paperwork. If you are not able to inspect the goods at the point of delivery, we strongly suggest that you contact us directly as soon as possible to make sure we are aware of the problem so that we can resolve it. We strongly advise against booking installers until Goods have been received and checked as we cannot be held responsible for any consequential losses.

8. Your rights to end the contract:

8.1 You can always end the contract for supply of Goods before it has been delivered:

You may contact us to end your contract for Goods at any time before we have delivered it and you have paid for it, but in some circumstances, we may charge you for doing this, as described below. You always have rights where Goods are faulty or mis-described (see also clause 10).

8.2 Acceptable reasons for you to end the contract:

If you are ending the contract for a reason set out at (a) to (e) below, the contract will end immediately, and we will refund you in full for any Goods which have not been supplied. The reasons are:

(a) we have told you about an upcoming change to the product or these terms which you do not agree to (see clause 6.2);

(b) we have told you about an error in the price or description of the product you have ordered, and you do not wish to proceed;

(c) there is a risk that supply of the goods may be significantly delayed which do not fall under clause 7.5;

(d) we have suspended supply of the product for technical reasons, or we notify you that we are going to suspend them for technical reasons, in each case for a period of more than 30 days; or

(e) you have a legal right to end the contract because of something we have done wrong (but see clause 7.10 in relation to your rights to end the contract if we deliver late).

8.3 Unacceptable reasons for you to end the contract:

If you are not ending the contract for one of the reasons set out in clause 8.2, then the contract will end immediately, and we will refund any sums paid by you for Goods not supplied but we may deduct from that refund set out in clause 9.2.

8.4 Returning Goods after ending the contract:

If you end the contract after Goods have been dispatched to you and (because we cannot recall them) they are delivered to you, you must return them to us. We will pay the costs of return if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you are exercising your legal rights to end the contract because of something we have done wrong then we will pay the costs of return. In all other circumstances you must pay the costs of return.

9. Our contract termination rights:

9.1 We may end the contract for any Goods at any time by writing to you if:

(a) you do not make any payment to us, or we are unable to collect payment from you when it is due, and you still do not make payment within 14 days of us reminding you that payment is due;

(b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the Goods;

(c) you do not, within a reasonable time, allow us to deliver the Goods to you or collect them from us if agreed to prior to your purchase.

9.2 You must compensate us if you break the contract. If we end the contract in the situations set out in clause 9.1, we will refund any money you have paid in advance for Goods we have not provided but we may deduct or charge you as compensation for the net costs we will incur as a result of your breaking the contract or reasonable compensation.

10. If there is a problem with the product:

10.1 Email for questions or complaints:

If you have any questions or complaints, you can contact us at info@flooringfactory.co.uk.

10.2 Summary of your legal rights:

As a consumer, we are under a legal duty to supply Goods that are in conformity with this contract and the applicable legislation and regulations where necessary. See below for a

summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights. These are subject to certain exceptions. For detailed information please contact us.

The Consumer Rights Act 2015 says Goods must be as described, fit for purpose and of satisfactory quality. Your legal rights entitle you to the following:

(a) Up to 14 days: if you purchase Goods through a distance-sale, you will be entitled to a 14-day cooling off period under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You will be required to cover the expense if the Goods are unwanted.

(b) Up to 30 days: if your Goods are faulty, then you can get an immediate refund. The burden is on us to disprove fault existed at the time of purchase or is an inherent fault.

(c) Up to six months: if your Goods can’t be repaired or replaced, then you are entitled to a full refund, in most cases. The burden is on us to disprove fault existed at the time of purchase or is an inherent fault.

10.3 Reporting faults:

On rare occasions, there may be a production fault with your flooring – this is on rare occasions as all Goods go through a strict quality control process. To avoid unnecessary

delays and inconvenience to you it is important to check each board before installation and make sure you have the right product, and it is without fault or damage. Please contact us as soon as a fault is noticed. We will deal with the matter as soon as possible and in accordance with your legal rights. If, after installation, the product develops a fault, please complete our customer service form to enable us to act without delay and arrange an onsite inspection. This form is available upon request.

10.4 Your obligation to return rejected Goods:

It is advised that before installing the Goods, the Customer should carefully unwrap and fully examine all items at the time of delivery or shortly after. Please keep all packaging for inspection, and if possible, photograph the fault and email us with the details and your reference number. In the rare event that your Goods do arrive faulty please contact us. If you wish to exercise your legal rights to reject faulty goods, you must either return them in person to where you bought them or allow us or a carrier to collect them from you.

10.5 Unwanted Goods:

As outlined in clause 10.2, you are entitled to a 14-day right to reject starting from the day on which the Goods are delivered. Goods must be unused, and we will not accept returns on Goods that have been fitted, finished or altered in anyway.

10.6 Returning unwanted Goods:

We request that if you choose to implement your right to reject, you write to us before the 14-day period expires notifying us of your intentions and you will then have a further 14 days to return the Goods. You are required to arrange and pay for the expense of returning such unwanted Goods. If you choose to return the Goods via a courier, we recommend you insure the Goods for damage in transit, otherwise liability will remain with you for any damage.

10.7 Returning left over Goods:

We are also happy to accept back any flooring or accessories you have left over after completing your installation for a 20% restocking fee (restrictions may apply).

10.8 If you wish to return any Goods:

They must be complete, unused, and in ‘as new’ condition. If you wish to return any Goods you must ensure that they are packaged adequately to protect against damage. If you have opened any boxes to examine the product, we recommend that you take care with the packaging and try not to damage it as it is specifically designed for the product. Any items received that are damaged or not packaged correctly will not be accepted back into stock. If you fail to take reasonable care of the Goods before they are returned to us, and this results in damage or deterioration, we will charge accordingly. Once we have received the Goods and inspected them, a refund will be issued.

11. Price and payment:

11.1 The price of Goods:

The price is what is described on our website unless we have agreed another price in writing. We take all reasonable care to ensure that the price of Goods advised to you is correct. However, please see clause 11.3 for what happens if we discover an error in the price of the Goods you order.

11.2 What happens if we got the price wrong:

It is always possible that, despite our best efforts, some of the goods we sell may be incorrectly priced. If the product's correct price at your order date is higher than the price stated on our website; we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may terminate the contract, refund you any sums you have paid and require you to return the product at our expense.

11.4 When you must pay and how you must pay:

We accept payment with credit and debit cards, PayPal, or bank transfer (please contact us for bank transfer instructions).

12. Price Match

12.1 Scope:

If you find identical products, in stock immediately available, from online retailers, priced accurately inclusive of VAT and delivery costs, we will apply our price match policy subject to other clauses in these terms.

12.2 Details:

(a) The price match policy means we will sell the Goods to you at that cheaper price; or

(b) if you have already purchased the Goods on the Site and you report the cheaper price to us within 28 days of receiving the Goods from us, refund you the difference;

12.3 How to claim:

Please email us at info@flooringfactory.co.uk with the details of the Goods in question, the retailer, the cheaper price, and when and where you saw the cheaper price. If we accept your claim, we will either reduce our price to match (if you have not yet purchased) or refund you the difference within 14 days of acceptance.

12.4 Exclusions:

Our price match policy does not apply to any special, promotional or discounted offers given by other retailers or from those who are closing down.

13. Miscellaneous:

13.1 Transfer of agreement:

We may transfer our rights and obligations under these terms to another organisation, without affecting your rights. We will always tell you in writing if this happens and give you the option of ending our contract with you, refunding any payments made in advance of Goods being delivered.

13.2 If you want to transfer your rights to someone else:

You can only transfer your rights or your obligations under these terms to another person with our written consent. Nobody else has any rights under this contract apart from yourself as the consumer.

13.3 Legality of these terms:

Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

13.4 Enforcing these terms:

If we do not enforce these terms immediately, this does not mean your obligations cannot be enforced at a later date.

13.5 Applicable laws:

These terms are governed by English law, and you can bring legal proceedings in respect of the Goods in the English courts.

13.6 Alternative dispute resolution:

If you are not satisfied with the outcome of a complaint you have made to us, you may want to contact Retail ADR, the alternative dispute resolution provider we use. They are an independent body that considers the facts of a dispute and seeks to resolve it, without you having to go to court. Their website is www.retailadr.org.uk and their service free of charge to you.

13.7 Posting on our website

If you post or submit information or pictures, you grant us royalty-free, perpetual and fully sub-licensable right to uses, reproduce, adapt, and display whatever you posted or submitted. We reserve the right to remove or refuse to post any customer content that we consider inappropriate and cannot be held liable for such content.

13.8 Your images:

We may offer you money or credit against future orders in exchange for publishable quality images of our Goods once installed, reserving the right to withdraw our offer if we consider images to be of a standard below which we would be happy to post on our website.

14. Disclaimer:

14.1 Liability disclaimer:

Whilst we aim to keep all information on our website updated and correct, if by mistake we misinform you about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, pricing, products, services, or related graphics contained on the website for any purpose, we will not be liable to supply that item to you, as long as we notify you before despatching the Goods. In such cases, we will notify the correct information to you, so you can decide whether or not you wish to order.

In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website.

15. Privacy policy:

15.1 Where to find our privacy policy:

Please click here to see our privacy policy outlining how we will obtain and process your personal data.

16. Copyright:

16.1 Copyright:

This website and its content are copyright of Daniel International Group Ltd. All rights reserved - 2025. Any redistribution or reproduction of part or all of the contents in any form is prohibited.