Customer Terms & Conditions
Please read the following Terms and Conditions carefully
Once you select a product that you wish to order, you will be shown the charges you must pay plus any applicable delivery charges. This is the amount that must be paid irrespective of any previous price you have seen or heard.
Any offers that are available through this site cannot be used in conjunction with any other offers unless we authorise it. This includes offers on our social media pages, flyers and or any other form of advertising you may have seen.
Before purchasing any products on this website it is your responsibility to check you meet our delivery criteria which is stated on the product and checkout pages. If, upon receiving your order we see you are not within our stated delivery criteria we will contact you to inform you of any further delivery changes that may need to be applied.
We aim to deliver any products you purchase on this site within 1-5 working days between the hours of 8am-8pm. However, we shall aim to let you know if we expect that we are unable to meet our estimated delivery date, but to the extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses
arising out of late delivery.
Delivering the product:
We aim to deliver the product to you at the kerb-side at the nearest access point for our delivery van to the place of delivery requested by you in your Order. You must arrange for the transport of the product from the kerb-side once it has been unloaded from the delivery vehicle.
Accepting the delivery:
On delivery of the product, you are required to sign for delivery. You agree to inspect the product for the correct quantities and any obvious faults, defects or damage before you sign for delivery. If the product does have an obvious fault, defect or damage on delivery, you must stipulate that the product is faulty, defective or damaged when you sign for delivery; a failure to stipulate this will mean that we cannot replace the faulty, defective or damaged product. You need to keep receipt of the delivered product in case of future discussions with us about it. Also inform us immediately on 0800 246 1901/ 07552 818487
The colouring of products as shown on the site may vary from the product delivered to you due to limitations in the software or hardware you use to access the site.
Permission to pay:
If you are asked for details of a payment card, you must be fully entitled to use that card and account. The card and account must have sufficient funds to cover the proposed payment to us.
You undertake that all details you provide to us for the purpose of purchasing the product from us will be correct, that the credit or debit card, or account or other payment method, which you use, is your own and that there are sufficient funds or credit facilities to cover the cost of the product. We reserve the right to obtain validation of your credit or debit card details before providing you with the product.
Mistakes in an order:
If you discover that you have made a mistake with your order after you have submitted it to us or the site, please contact us immediately on 0800 246 1901/ 07552818487
Money back guarantee:
You are eligible for our 30 day money back guarantee if the product(s) you have purchased from us were not sold at a discounted price. The products must also be in perfect condition and in their original, un-opended packaging.
Accuracy of prices:
We try very hard to ensure that the price given to you is accurate, but the price of your order will need to be validated by us as part of our acceptance procedure. If the price for the order changes before we accept your order, we will contact you and ask you to confirm that you wish to proceed at the amended price.
Cancellation and refunds
Returns: If you wish to cancel or return your order it is vital you contact us immediately on 0800 246 1901/ 07552 818 487 we will provide you with a product returns address. However, you will be responsible for the cost of returning the goods and the once the product is safely with us; we will examine the returned product and will notify you of your refund via e-mail within a reasonable period of time. We will usually process any refund due to you as soon as possible. This provision does not affect your other statutory rights as a consumer.
Refunds: You are entitled to a refund. Refunds can only be given if the products are not damaged, or boxes ripped. You will be charged a restocking fee if the products need to be returned to the supplier. This charge will be at the discretion of the supplier, not Toft’s Floors Ltd.
Third party companies and subcontracting work
Any third party company we subcontract work to must be paid to them in cash. It is their responsibility to issue an invoice for any work completed. Any issues regarding their work is the responsibility of the installer; we don’t not accept responsibility for third party mistakes.
Removal of waste products and packaging
We are unable to dispose of any waste or refuge. Waste products such as packaging, old or extra carpet, used grippers or door transitions, cuts of wood, and all relatable items will need to be disposed of by the customer. If you require a skip, please let us know at the time of ordering your products and we will arrange this for you.
Health and Safety
All furniture must be cleared out of the room and must be a safe and hygienic area for our team to work in. We have the right to refuse to install any flooring in an unsafe environment. If you will have difficulty in removing your furniture, please contact us as soon as possible and we will discuss your needs.
It is necessary to cut in to or under door frames, doors, kitchen units and all relatable fixings in order for us to correctly install certain floor types. You must inform us if this is something you do not consent to.
It is your responsibility to inform Toft’s Floors if there are issues with your subfloor that may prevent installation. This includes any undulation in the level of a concrete floor, uneven or loose floor boards that have a rise of more than 2mm, cracks in concrete and creaky floorboard. Subfloors are an integral part of installing your new flooring; we will not accept responsibility for any sub-floor issues that have not been corrected by Toft’s Floors Ltd. If you require any assistance in determining whether your subfloor is suitable for installation please let a member of staff know.
Prior to our installations we will require all floor covering to be removed back to the sub-floor (unless stated on your invoice). This includes the removal of gripper rods, door transition strips and nails or screws. We reserve the right to rearrange your installation date if this is not adhered to. Alternatively, we will charge you an additional up-lift fee on the day if up-lifts are necessary. Our fees are: Carpet uplifts are charged at £2 per square metre; Laminate uplifts are charged at £4 per square metre; Real wood uplifts are charged at £5 per square metre; Tile uplift is charged at £8 per square metre
Door Cutting Service
Toft’s Floors offers a door cutting service as standard on all hard wood installations. However, if we subcontract the work to a third party company it no longer applies. Carpet fitting does not come with a door cutting service. You must inform Toft’s Floors if you would like your doors cut when your carpet has been installed.
Third Party Installations
Any products that have been installed by a third company are the responsibility of that company. Any product that has been cut, especially carpet and vinyl, can not be returned. If there is an issue after the products have been cut it is the responsibility of the installer. Toft’s Floors can not guarantee a refund nor replacement; it will be at the discretion of the installer hat represents the third party company.
Cancelling or rearranging your installation date
We will need five working days notice if you wish to change or cancel your installation date. We have the right to add our minimum installation fee of £120 per day to your fee.