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01666 504015 or Email Us
Talk to us: 01666 504015 or Email Us

Ordering and Returns Policy

Please read these conditions in conjunction with our terms and conditions

Choosing your Floor

The choice of flooring can often be difficult as it will depend, not only your personal choices but also where you are laying the floor and the ambient conditions. In many cases top grade engineered boards are preferable to solid flooring due to the fact that they are totally stable. Our engineered boards have a solid 4mm, 5mm or 6mm thick top layer which means you can sand them down in the future if you want to change the colour. 

Calculating the Square Metres

To calculate the m2 required you should always allow an extra 5% to 8% for cutting and wastage. If the room is irregular then break it up into different sections to make sure you always end up with enough boards. Some spare boards are always useful. In many cases our clients use the floor boards as skirting boards by just planing a bevel along the tongue edge.

Placing your Order

To order your flooring, underlay, adhesives, maintenance and cleaning kitseither call us on 01666 504015 or email: sales@thesolidwoodflooringcompany.com Once we have received your order we will email an invoice and send a hard copy in the post. You must carefully check the invoice to make sure that it shows exactly what you ordered as we cannot be held responsible if one of the items you want is not included or if the amount is incorrect. The delivery release and collection note that goes to the warehouse is an exact copy of your invoice without any financial information so you should also check the delivery address on the top right hand side of your invoice.

Pricing Policy

All our special offer prices are quoted without VAT and Delivery. We try to be fair to all our clients and as we have low overheads our prices are the most competitive in the market for top quality products, therefore delivery charges will vary according to location and number of cartons. Please see the product list for details of our range of flooring. Our most competitive prices are for deliveries over 70 m2, once we have to break a pallet costs become much higher and we have to pass these on.

Methods of Payment

We accept internet bank transfers (BACS), cheque or debit/credit cards (excl. American Express) that are registered to your delivery address. Your purchase is totally secure as our warehouses are independent companies and the goods become your property immediately after we receive payment. As we do not give credit you can be assured that we will be here to help and advise you on your flooring needs for many years to come.

When will your order be delivered

Once we have received cleared funds for the full amount of your order we will forward the release note to the relevant warehouse. The warehouse will contact you as soon as they receive this document to arrange a day for delivery. If you want a timed or Saturday delivery then there will be an extra charge. Both our Warehouses are independent companies so you flooring is totally secure. For further information please see the section on our Warehousing.

Delivery Charges

There is no such thing as free delivery as the cost has to come from somewhere. Our philosophy is to be fair and offer our customers the best care and service we can which is why we only charge what the transport company charge us. Delivery costs will vary according to location and the number of cartons. As an example courier costs will be from £25.00 for one carton, £35 for two cartons etc. We always endeavour to get the best prices for any delivery as we are very aware of costs these days. You should be aware that the cartons are between 1860mm to 2200mm long and weigh between 20 to 25kgs. When you get a full quote we will include the VAT and delivery unless you want them shown separately. Should you wish to collect there will be a £10 charge for picking and packing the cartons.

What if the product I ordered is not in stock

In the event that you wish to order something that we do not have in stock we will give you an approximate delivery date if it is a normal stock line. For special orders where we only manufacture to your specification we will expect a 50% non refundable deposit and the lead time will be about 12 weeks. Please call for further details.

What happens if there is damage when the flooring is delivered

In the unlikely event that there is damage to any of the products you must sign the delivery note stating the damage you must take pictures and then email them to us. You must inform us as soon as possible of any damage and for us to claim against the delivery company we do need proof. In most cases if the carton is damaged you will be able to use most of the wood as our cartons are well packed and any damage ion the edge can be cut off when the fitters put the boards on the edges of the room and also cut ends. This helps save the environment and costs which benefit us all.

What happens if the delivery arrives and it is not what you ordered

Mistakes can be made even with our systems. If you have pre-ordered a product such as a parquet panel and it is not what you want then we will collect and give a full refund. Under no circumstances should you fit the floor because if you do it will be deemed as under our terms and conditions that you have accepted the floor and therefore no refunds can be given. If there is a mistake at the warehouse and they deliver the wrong product code you will see this on the end of the cartons. You should not accept the delivery and not sign for it as it will be returned and the correct product redelivered.

Returns and Cancellation Policy

If your order has not left our warehouse and you wish to cancel then we will refund the full amount of the invoice.

Should you wish to cancel your order after you have received the goods then there will be a collection charge and we will refund the invoice amount less the delivery and collection charge. The refund will be paid once the goods have been returned to our warehouse in the same state as they were when they were delivered to you. This means that the cartons and packaging must not be damaged and the goods must be in a resalable state on receipt in our warehouse.

If you refuse to take a delivery from one of our delivery vehicles or couriers then we will refund the invoice amount less the delivery and returns charge which will be the same as a collection charge.

Returns: Any returns for excess product such as if you ordered too much glue or wood must be made within 30 days of receipt of the order for wood and 7 days for adhesive as the glue has a shelf life and we are continually updating our flooring, any refund will be less the collection charge and handling fee. We will not accept any returns of cartons of wood flooring if the shrink wrap on the cartons has been removed. We will not accept any returns or claims for our flooring for whatever reason if you have stored it for more than 30 days after delivery before fitting, or store in an inappropriate location. We will not accept returns of Oils or where the product has a shelf life.

All returns and cancellations must be made in writing or you can email info@thesolidwoodflooringcompany.com