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Terms & Conditions

This page contains the terms and conditions on which we supply any of the products (each a "product") listed on our website ("the Site") to you. This website is operated by The Wooden Floor Store /Company team and its content is copyright of

When using the term “you” this refers to the buyer.
When using the term “us” “our” or “we” this refers to The Wooden Floor Store /Company

Our website uses cookies. By using our website and agreeing to these terms and conditions, you consent to our use of cookies in accordance with the terms of our [privacy policy / cookies policy.

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


We are The Wooden Floor Store /Company (company registration number:  NI618408) and our registered office is at 4 Falcon Road, Belfast, BT12 6RD. Our registered VAT number is GB751596606

You can contact us by telephoning our customer service team at +44 (0)844 800 1030 or by writing to us at or 11 Scotts Road, Paisley, PA2 7AN

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 in your order. ‘Writing’ includes emails. When we use the words ‘writing’ or ‘written’ in these terms, this includes emails.

Our acceptance of your order will take place when we write to you to accept it at which point a contract will come into existence between you and us. If we cannot accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because a credit reference we have obtained for you does not meet our minimum requirements, because we have identified an error in the price or description of the product or because we are unable to meet a collection/delivery deadline you have specified.


Website Use

You must not use our website in any way that causes, or may cause, damage to the website or impairment of the availability or accessibility of the website; or in any way which is unlawful, illegal, fraudulent or harmful, or in connection with any unlawful, illegal, fraudulent or harmful purpose or activity.

You must not use our website to copy, store, host, transmit, send, use, publish or distribute any material which consists of (or is linked to) any spyware, computer virus, Trojan horse, worm, keystroke logger, rootkit, or other malicious computer software.

You must not conduct any systematic or automated data collection activities (including without limitation scraping, data mining, data extraction and data harvesting) on or in relation to our website without our express written consent.

You must not use our website to transmit or send unsolicited commercial communications.

You must not use our website for any purposes related to marketing without our express written consent. 

You must not:


(a)        Republish material from this website (including republication on another website)

(b)        Sell, rent or sub-license material from the website;

(c)        Show any material from the website in public;

(d)        Reproduce, duplicate, copy or otherwise exploit material on our website for a commercial purpose;

(e)       Edit or otherwise modify any material on the website; or

(f)       Redistribute material from this website except for content specifically and expressly made available for redistribution (such as our newsletter)


We will only use your personal information as set out in our Privacy Policy. A copy of our Privacy Policy can be found on our website.

UK Delivery Policy

Due to current Covid restrictions and the unprecedented demand for our goods, there may be delays in receiving your order within our normal timescales. Every courier across the UK is now facing a huge influx of collection requests.  We would kindly ask customers to allow for delays with delivery deadlines.

All deliveries are kerbside. This means that you (or someone able) must be home to take the products from the vehicle to your home. The driver will only unload to the kerbside; they are not insured to enter your home. Deliveries cannot be left outside in porches, garages or any other location.

As your order will arrive on pallets, we are required to use HGV transport. Please advise ASAP if your property is not suitable for delivery by a heavy goods vehicle as we will need to inform the delivery company and make special arrangements for a smaller vehicle.

No liability can be accepted for costs caused by late deliveries or for any other reason. Therefore we advise against booking trades for installations until goods have been received, checked and accepted on site. 

Please be aware that the delivery drivers cannot stop on a red-route area because this act is illegal. Red-routes are rigorously patrolled by police and other law enforcement officials. Other arrangements will have to be made by the customer to make sure goods can be delivered successfully to properties within a red route area. 

It is important that the customer does not refuse delivery. We cannot be held responsible for any re-delivery charges or fees incurred because the customer has refused delivery. It is down to the customer to inspect the pallet on receipt of delivery and check the order is in check and as expected. Any issues after this point could be subject to charges

Click here for more details on our delivery service.

In the unlikely event that some of your goods are damaged we will collect and replace the products. Please ensure that you inspect the goods immediately upon delivery and satisfy yourself that the goods are delivered in perfect condition. In the rare event that you receive any damaged packs then please inform the driver who has delivered your flooring and notify us immediately. Whenever possible please photograph the damaged goods immediately and provide copies to us via email. Any claims must be made within 7 days of receipt of goods. 

Click here for more information about returns and refunds.

Collection by you. Once we have informed you that the products are ready for collection from our premises, you can collect the products from us at any time during our working hours of 9 am to 5 pm on weekdays (except bank and public holidays) provided you give at least 1 working days’ notice prior to collection.

The products will be your responsibility from the time you, or a carrier on your behalf, collect the products from our premises. It is your responsibility to inspect the products to your complete satisfaction before collecting from our premises.

You own the Products once we have received payment in full.

Breaches of these terms and conditions

Without prejudice to our other rights under these terms and conditions, if you breach these terms and conditions in any way, we may take such action as we deem appropriate to deal with the breach, including suspending your access to the website, prohibiting you from accessing the website, blocking computers using your IP address from accessing the website, contacting your internet service provider to request that they block your access to the website and/or bringing court proceedings against you.

Product Guarantee

If you do not use a damp-proof membrane on ground floors, or if you do not use the correct underlay, or if you do not have the flooring fitted correctly, this will affect your guarantee. Once the product is installed it is understood that this is acceptance of the product and no claim may be made in relation to colour/grade/suitability or amount. This should all be checked by the purchaser prior to installation.

Our responsibility for loss or damage suffered by you

We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer this is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but, except as set out below, we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at any time the contract was made, both we are you knew it might happen, for example, if you discussed it with us during the sales process.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents, or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the goods, including the right to receive goods that are: as described and match the information we provided to you and any sample or model seen or examined by you; of satisfactory quality; fit for any particular purpose made known to us: and for defective products under the Consumer Protection Act 1987

We are not liable for business losses. We only supply products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity

Product information and guidelines

Products may vary from their pictures. The images of products in our brochure or on our website are for illustrative purposes only. Although we may have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours or the printed picture in our brochure accurately reflects the colour of the products. Your product may vary from those images.

Products may vary from samples. Due to the nature of the product, samples will frequently vary from the product delivered. Products may also vary within batches.

All specifications online and in-store are from time to time subject to change, including but not limited to box volume, plank sizes, plank thickness, plank width & length, veneer thicknesses, finish, tones, fitting mechanisms, manufacturing and supplier batches. Please check all details at the order point.

Please check that the type of goods are correct as ordered as mistakes cannot be rectified later. It is understood that wood is a natural product and colours and patterns of all floor coverings may vary. Once the product is installed, it is understood that this is acceptance of the product and no claim may be made in relation to colour, grade, suitability, or amount. This should all be checked by the purchaser prior to installation 

Sub-floor moisture and room humidity testing should be undertaken prior to the installation of any wooden flooring or laminate. Goods are also required to be acclimatised as per manufacturer or industry guidelines. The Wooden Floor Store/Company are not liable for installation site conditions and are not liable for any claim resulting from incorrect or incomplete site checking prior to installation.

Making sure your measurements are accurate. You are responsible for ensuring that the measurements you give us are correct. You can find information or tips on how to measure by contacting us

Product colour & shade variation

The colour representation of the products on this website may vary from the actual physical sample of the product. This is due to limitations and variations of camera equipment, computer settings, monitor settings & colours and lighting sources. We would suggest that should you want to view the product then you can order a free sample. Also, please understand that all real wood products can differ slightly in shade and colour variation due to the fact that these are natural products.

The product may fade due to sunlight. If exposed to sunlight the products may fade. We do not guarantee that our products will not fade due to sunlight.

Installing the Products

We do not install the products and accept no liability in relation to their installation. We recommend you follow the appropriate British Standard guidelines for the installation of the products. You can find information on the installation of the products on our website or request a copy by email from us. Any installation information provided to you is strictly without any guarantee of quality or warranty from us.

Only if requested we will provide you with the contact details of independent floor installers. We accept no liability in relation to the quality of the installation service provided by these independent floor installers. You ought to ensure your installer is suitably qualified, has the relevant equipment, and provides you with a suitable warranty for the installation work


In the circumstances that The Wooden Floor Store/Company has made a price error, we are not obliged to honour this but instead will do our utmost to offer you the best deal!

Unless stated all prices are inclusive of VAT. The prices in the shopping cart are also including VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have paid for the product in full before the change in the rate of VAT takes effect.

Customers take note that you will pay for goods in advance before they are dispatched. The prices stated on our website are not binding. If the prices do differ then we will do our best to contact, you ASAP. It is always possible that despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated in our price list, 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 unmistakable 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

We accept payment via debit/ credit card as well as Paypal, you must pay for the products before collection or delivery.

If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 3% a year above the base lending rate of the Bank of England from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.   

If you think an invoice is wrong please contact us promptly to let us know. You will have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.


Return of wrongly collected products. Please check your order prior to collection, or at the point of delivery, to ensure that you have the right products. If the products you have collected or had delivered are not what you ordered please contact us immediately. At our discretion we may accept the return of products provided they are in their original, unopened packaging, they are returned within 30 days of collection/delivery, a receipt if provided and a handling charge of 20% of the price of the product is paid by you. In such circumstances, the price of the products will be refunded to you.

Rights to end contract

You can always end the contract for the supply of a product before it has been delivered and paid for. You may contact us to end your contract for a product 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. Of course, you always have rights where a product is faulty or misdescribed, (see if there is a problem with my order)

If you are ending the contract for a reason set out at (a) to (c) below the contract will end immediately and we will refund you in full for any products which have not been provided properly and you may also be entitled to further compensation the reasons are:

  • 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
  • There is a risk that the supply of the products may be significantly delayed because of events outside our control, or
  • You have a legal right to end the contract because of something we have done wrong.

If you not ending the contract for one of the reasons set out above, then the contract will end immediately and refund any sums paid by you for products but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract

If you end the contract after the products have been collected by you or on your behalf, you must return them to us. If you ending the contract because of an error in pricing or description, a delay in supply 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

Our right to end the contract

We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:

(a)you do not make any payment to us when it is due and you still do not make a 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 products; or

(c) you do not, within a reasonable time, collect the products from us.

If we end the contract in the situations set out above, we will refund any money you have paid in advance for products we have product but we may deduct or charge you a reasonable compensation for the net costs we will incur as a result of your breaking the contract.

If there is a problem with my order

If you have any questions or complaints about the product, please contact us. You can telephone our consumer team 0844 800 1030  or write to us at or 11 Scotts Road, Paisley PA2 7AN.

If you wish to exercise your legal rights to reject products you must either return them in person to where you bought them or allow us to collect them from you. There may be a charge for this return cost which you will be liable for.

About cookies

A cookie is a file containing an identifier that is sent by a web server to a web browser and is stored by the browser. The identifier is then sent back to the server each time the browser requests a page from the server. For example, we use cookies to keep your basket up to date when buying flooring on our site. Once you have completed a sale the cookie is deleted. No personal data will be stored

We also use Google Analytics to analyse the use of this website. Google Analytics generates statistical and other information about website use by means of cookies, which are stored on users' computers. The information generated relating to our website is used to create reports about the use of the website. This helps us analyse data about our customer needs and how we can improve our site more.

However, you can choose to refuse to accept cookies and most browsers allow you do it. However, you will not be able to use all the features on the website. If you have any questions about our cookies or the cookies policy, please contact us. 

Floor Visualiser

The colour representation of the products on the floor visualiser may vary from the actual physical sample of the product. This is due to limitations and variations in camera equipment, computer settings, monitor settings & colours and lighting sources. We would suggest that should you want to view the product then you can order a free sample. Also, please understand that all real wood products can differ slightly in shade and colour variation due to the fact that these are natural products.


In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:

  • Pay in 3
  • Slice it (Financing)

Further information and Klarna’s user terms you can find here. General information on Klarna can be found here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarnas privacy statement.

Other important terms

We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under contract.

You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. We may not agree if we reasonably believe that the person to whom you wish to transfer your obligations under these terms is unlikely to be able to meet them.

This contract is between you and us. No other person shall have any right to enforce any of its terms.

If a court finds part of this contract illegal, the rest will continue in force. 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.

Even it we delay in enforcing this contract we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.

These terms are governed by United Kingdom law (Scotland, England, Wales and Northern Ireland) and you can bring proceeding in respect of the products in the United Kingdom courts.