Terms & Conditions

FLOORING365 Terms and Conditions

When you purchase from flooring365.co.uk, you are agreeing to the following terms and conditions:


While every effort will be made to ensure that all items shown are in stock, we offer no guarantee of availability and this electronic publication does not constitute an offer for sale.
Delivered goods normally arrive between 8am and 6pm, Monday to Friday. You are able to request your preferred delivery day in the shopping cart, when you purchase your choice of products. We will then call you to confirm that this date is possible, or to arrange an alternate date that is convenient to you.

Most orders are dispatched from stock with a lead time of 2-3 working days. Next day delivery can be arranged if needed. For next day deliver orders must be placed and full payment cleared before 11am. We cannot offer next day deliveries for orders placed over the weekend or bank holidays. All next day delivers are subject to stock.

Due to insurance guidelines, all flooring deliveries are made to kerbside at the nearest access point to the delivery address for the delivery vehicle. You must arrange for adequate help to off load the flooring, the driver cannot help move the flooring into your home. As a delivery can be made by a large lorry (HGV) or van, it is assumed that the delivery address will be accessible by lorry. If there is likely to be a problem, e.g. the road is subject to a vehicle weight or width limit please inform us at the time of order. Deliveries will be made between 8.00 am and 6.00 pm. We are unable to give an estimate of delivery time as all deliveries are at the courier’s discretion.

If a courier arrives at your address and is unable to deliver on the arranged delivery date because you are not there, refuse to sign or you refuse delivery you will be liable for the cost of any re-delivery charge when applicable. Deliveries cannot be left outside in porches, garages or any other location.

Every effort is made to ensure that your goods are delivered in perfect condition. Please inspect your goods immediately on delivery as no claims for damaged items, can be made after our driver has left the delivery address, unless signed for as damaged on delivery. Any claims must be made within 48 hours of receipt of goods.

No liability can be accepted for costs caused by late deliveries or for any other reason. We advise against booking trades for installations until goods have been received.



Receipt of your goods / Signing for
When you receive your order, please ensure the quantities match what you ordered. To guarantee customer satisfaction, please make a note of the following when receiving your order.

Visually inspect the condition and quantity of your delivery, make sure to note missing items or damaged materials. The order confirmation email you received lists all the materials and quantities you ordered. You will need to examine the pallet and count each item to make sure everything ordered has been received. Any claims for damaged items must be made within 48 hours of receipt of goods.



Industry standard for wastage and cut offs is 10%, with 5% for visual grading. This should be factored into your calculations when ordering.

Please Note: If your room is not of equal proportions, the percentages of waste may be different to what we have outlined above - This is an approximation.

Prior To use

Please ensure that you inspect your goods prior to installation and that the goods are correct as per your order and that you are happy with the appearance and quality. Once the installation has started no claims for incorrect goods will be accepted. It is also the responsibility of the person installing the floor to de-select any faulty of damaged boards prior to the installation as no claims for faulty of damaged boards can be accepted after the installation.

Damaged Faulty Goods

Any damaged goods MUST be signed as damaged on the delivery note. Any claims for damaged items must be made within 48 hours of receipt of goods.

Cancellations and Returns

Here at flooring365.co.uk we use several delivery methods, our own vehicles, or third-party Parcel companies or Pallet carriers. If in the event you are not entirely happy the following policy will be adhered to: In accordance with the Distance Selling Regulations 2000 you have the right to cancel your order, up to 14 days after you have received the goods. All returns and cancellations must conform to the guidelines laid out in the “Distance Selling Regulation” a guide of which can be found at:

The Consumer Protection (Distance Selling) Regulations 2000

If goods have not been dispatched (sent) we will refund you the full invoice amount, minus any associated costs, within 14 working days of notification.

If you have taken delivery for your goods you must return the goods to us at your own expense following our authorization. Returns will only be accepted within 14 days of receipt. We will then refund the order in full less any direct expenses we may have incurred in fulfilling the original agreement. Please note that we do not accept returns on sale items.

Direct expenses incurred include any delivery costs, picking fees or restocking fees (20%) whether charged or not.

Deliveries are calculated by weight and delivery location.

If the courier arrives at your address and you refuse the delivery and cancel the order you will be liable for any direct expenses we may have incurred in fulfilling the original agreement. Direct expenses incurred include any delivery costs whether charged or not.
All goods must be re-packed as they were received. Refunds will be made within 14 days of cancellation. Returns and cancellations cannot be accepted on special offer products.
To cancel or amend your order you must inform us either in writing or by email: [email protected]


The price shown for the goods includes VAT unless otherwise stated. A breakdown of the VAT will be shown in the checkout.

Product Guarantee

Product Guarantees are available for each of the products on completed orders upon request. Correct use of the products and circumstances of their use are the basis of any product guarantee. Guarantees are covered by the manufacturers and will be dealt with by them. A guarantee covers a product fault.

Planks showing visible defects should not be used as part of the installation. It is the responsibility of the owner/fitter to deselect these boards at the time of installation. These boards are to be allowed for in the 15% waste tolerance. Boards with visible defects that are installed are excluded from this warranty. Colour and grade de-selection is not allowed for, as this is a personal choice and not a defect in the manufacturing of the product.


We offer a sampling service – this entails a pack being opened and cut into jiffy bag pieces and dispatched on request. No pre-selection takes place with samples, as such boards you receive may vary in colour and grading of the wood. Being a natural product, shade variations will apply. All samples are sent at the discretion of Flooring365.

Internet Pictures

Whilst every effort is made to use a photograph as close to the real item as possible, some screens and browsers affect the colour of the picture displayed. Please use our sample service for confidence.



Colour variation in wood flooring is a natural occurrence and should be expected. Variations can be due to species, age, growing conditions, character of flooring, and exposure to UV light or sunlight. For these reasons flooring may not match samples and/or existing flooring.


You agree to indemnify us against any claims, losses, liabilities, damages and expenses (including legal fees), arising out of your use of this site.


The Contract will be governed by the laws of England and Wales and the parties to the Contract submit to the jurisdiction of the English Courts.

Delivery is worked out automatically at checkout or you can call us where one of our sales team will work out the best way to deliver your order.



Flooring365.co.uk can offer a quick delivery service on most products with goods being delivered within 2-3 working days, between the hours of 8am-6pm subject to road conditions. Next working day delivery is dependent on supplier cut off times. Not available on orders placed on a weekend or bank holiday. All deliveries are subject to stock availability.



Standard delivery means orders will be dispatched and delivered within 2-3 working days. All deliveries are subject to stock availability. Delivery date is agreed by phone on the day the order is placed so please ensure you provide a telephone number where you can be contacted, alternatively you can call us prior to ordering to check we can deliver on your preferred date.



Please be aware that certain products are stored in certain warehouses. To avoid disappointment or wasted journeys, please make sure you call us prior to arranging a collection to ensure we have stock of the item.



Delivery charges will vary depending on postcode, size of the order and the weight and length of the order. Larger orders (typically over 30m) and those to remote locations may incur further charges - we will always inform you before processing your order if this is the case. Please call one of our team to get a FREE quote for delivery to your postcode. Saturday & timed deliveries are available at an extra cost, please contact us to discuss these.


Delivery times are between 8.00am & 6.00pm. Unfortunately, we cannot offer you an estimated time of arrival as we use a pallet courier to deliver the goods. If there is the likelihood of delay or we are unable to fulfil an agreed delivery date, we will contact you in advance to discuss alternative options. No items will be left in garages/sheds etc. Any missed deliveries will incur a re-delivery charge. We have developed a very reliable carrier delivery service but it is possible due to unforeseen circumstances that an order may not reach its destination within the stated time frame, for this reason we strongly advise against booking installers until your goods have arrived as we cannot be held liable for any consequential loss.



Following insurance guidelines, all wood deliveries are curb-side which means they will be placed at the nearest access point for the vehicle to the delivery address given. Deliveries are made by large vehicles (HGV), so any access concerns, for example the road is subject to size/weight restrictions or parking issues etc, this needs to be mentioned at time of placing the order as alternative delivery arrangements may be necessary. Any failed delivery will incur a re-delivery charge.

Flooring365.co.uk works with reliable couriers to ensure delivery standards are maintained. Please ensure you check all your packages upon arrival to ensure the order is complete & there is no damage that may have been caused during transit. If you are unfortunate enough to receive damaged/missing goods, please ensure you make a note of it on the courier’s paperwork & advise us of the issue within 48 hours. Any claim for damaged goods cannot be made if it has not been signed for as damaged. Please make us aware of any issues as soon as possible within 48 hours of receipt of goods. Any goods refused at time of delivery, that are found undamaged once returned, will be charged for their return to the warehouse.

We strongly advise you not to book installers until your flooring has arrived and you have checked it as we cannot be held liable for any consequential loss.


Returns Policy

At Flooring365.co.uk we want every customer to be completely satisfied with whatever they order from our store, we know how important it is to get exactly what you want, especially if it’s for your own home or project. Whether it be a large or small order we are more than happy to accept returns.

You can return your order up to 14 days after the day of delivery, providing it is in a condition to be resold. Fourteen days gives you adequate time to check your order and inform us of your wish to return. The condition will be checked when the order is returned and we have outlined some tips to help you meet our return requirements. If you do not meet the below requirements, we cannot accept a return;




Carefully open your order without ripping through packaging, most products can be carefully opened with a knife down the lines of tape.



Request to the delivery driver that you keep the pallet your order arrives on, in the event of a return the carriers state the order must be in a collectable condition before they will collect. Collectable condition is where the product is securely strapped to a pallet and can be loaded via pallet truck back onto a delivery wagon.



By UK Law refunds are to be made within 14 days from the date return. If the product has a fault we will look to replace the product at our cost as soon as you make us aware with photo evidence to [email protected]. If you simply change your mind about your order, we will give you a full refund with any delivery costs, picking fees and re-stocking fees deducted. You are also able to return the product yourself. This needs to be arranged with our office.



All order returns are subject to a 20% restocking fee.

Consumer Rights

None of the above Terms and Conditions affects your statutory consumer rights.