Terms & Conditions

2. Quotations, Site Surveys & Order Acceptance

Initial telephone or online estimates are indicative only and subject to a technical site survey. Formal quotations provided in writing are valid for 30 days from the date of issue.

An order is deemed binding once the client signs or confirms acceptance in writing and the required deposit has been received. Any subsequent client alterations to timber specifications, floor patterns (e.g. converting plank to herringbone), or installation dates must be confirmed in writing and may result in adjusted pricing.

3. Natural Timber Characteristics & Acclimatisation

Wood is a natural organic material. Each plank, herringbone block, or chevron panel will display unique natural characteristics including natural grain variations, colour shifts, knots, medullary rays, and sapwood. Showroom samples and photographic representations serve as an aesthetic guide, but exact colour and grain uniformity cannot be guaranteed.

Natural hardwood expands and contracts in response to seasonal changes in atmospheric humidity and temperature. To ensure dimensional stability, timber packs must acclimatise on site in the designated room conditions for a minimum of 48 to 72 hours prior to installation.

4. Site Conditions & Customer Obligations

Successful floor installation requires compliance with British Standard BS 8201:2011 (Code of practice for installation of flooring of wood and wood-based products). The client agrees to:

• Ensure the property is fully weather-tight with permanent doors, glazing, and functioning heating installed.
• Ensure all wet trades (plastering, painting, screeding) are complete and thoroughly cured.
• Clear the working area of furniture, appliances, and personal belongings prior to the scheduled fitting date unless clearance services have been explicitly contracted in writing.
• Provide unhindered access to water, electricity (240V), and adequate working lighting.
• Fully disclose the location of any underfloor heating (UFH) pipes, concealed wiring, or plumbing circuits within or below the subfloor.

5. Installation Workmanship & Completion

All floor installations and sanding restorations are performed by our trained in-house flooring craftspeople. Our installation standards strictly observe subfloor relative humidity (<75% RH), surface regularity (SR1/SR2 flatness criteria), and proper perimeter expansion gap protocols.

Upon completion, our lead installer will conduct a walkthrough with the client or their designated representative to inspect the finished floor and obtain signed completion approval.

6. Payment Terms & Invoicing

Payment must be made in accordance with our Payment Policy:

• Deposit: A 50% deposit is payable upon booking confirmation to secure timber stock and reserve installation schedules.
• Balance: The remaining 50% balance is due immediately upon practical completion of the installation.
• Payment Methods: Card payments (accepted in-store/showroom only) or Direct Bank Transfer (BACS/CHAPS). For security and safety, our site teams cannot accept cash payments on-site.
• All invoices are generated electronically via Xero Accounting and include itemised VAT breakdowns.

7. Cancellations, Postponement & Returns

Installation appointments may be rescheduled without penalty with a minimum of 7 working days' notice. Cancellations with less than 7 working days' notice may incur a cancellation fee to cover allocated labor and logistics costs.

For material returns and custom orders, please refer to our comprehensive Returns & Refunds Policy. Bespoke cut-to-order timber, custom chevron cuts, and specially pre-finished woods cannot be returned once production has commenced.

8. Installation Warranty

We provide a 12-month installation workmanship warranty covering subfloor bonding, threshold securement, and fitting integrity, in addition to manufacturer material warranties. Full details, care conditions, and claim procedures are available on our Warranty Policy page.

9. Limitation of Liability

Nothing in these terms limits or excludes our liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded by English law. Subject to statutory consumer rights, our total liability for any claim arising from supply or installation shall not exceed the total contract price paid by the customer.

10. Governing Law & Jurisdiction

These terms and conditions and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction.