1. About us

This website, wiltshirewoodflooringsupplies.co.uk (“the Site”), is operated by Wiltshire Wood Flooring Supplies Ltd.

In these Terms, “WWFS”, “we”, “us” and “our” mean Wiltshire Wood Flooring Supplies Ltd.

2. Who these Terms apply to

These Terms apply when you:

• Use or browse the Site.
• Place an order through the Site.
• Place an order with us by telephone, email or another agreed method.
• Create a customer or trade account.
• Purchase or collect goods from us where these Terms are incorporated into the sale.

Some provisions apply differently depending on whether you are purchasing as a consumer or on behalf of a business.

If you place an order on behalf of a business, you confirm that you have authority to bind that business to these Terms.

3. Using the Site

You may use the Site only for lawful purposes. You must not:

• Use the Site fraudulently or unlawfully.
• Attempt to gain unauthorised access to the Site, our systems or another customer’s account.
• Introduce malicious software, viruses or harmful code.
• Use automated systems to extract information from the Site without our permission.
• Interfere with the proper operation or security of the Site.

We may suspend, withdraw or restrict access to all or part of the Site where reasonably necessary for maintenance, security, legal or operational reasons.

4. Product information

We take reasonable care to ensure that product descriptions, dimensions, specifications, prices and photographs are accurate. However:

• Product colours may appear differently depending on screen settings, lighting and photographic conditions.
• Packaging, labels, product appearance or specifications may be updated by a manufacturer without prior notice.
• Measurements, coverage rates and quantities described as approximate are estimates only.
• Availability information can change and does not guarantee that a product remains in stock until your order is accepted.

Natural flooring products

Wood and other natural flooring materials naturally vary in colour, grain, tone, texture, knots, mineral markings and other characteristics. Samples and product photographs are representative and cannot show every variation that may appear in a full floor.

Natural variation is not normally a defect where the goods correspond with their description, grade and specification.

5. Product suitability and technical information

You are responsible for selecting products that are suitable for your particular project, substrate, environment and intended method of use.

Before using or installing a product, you should:

• Read the current manufacturer’s instructions and technical data sheet.
• Check substrate, moisture, temperature and environmental requirements.
• Observe relevant drying, curing, coverage and application instructions.
• Carry out any recommended compatibility, adhesion or colour tests.
• Use a suitably competent or qualified installer where appropriate.

Coverage figures are normally approximate and may vary according to the substrate, application method, site conditions, wastage and installer technique.

General product guidance provided by us is based on the information available at the time and does not replace a site assessment, manufacturer’s instructions or professional installation advice.

If you tell us that a product is required for a particular purpose and rely on our advice, you should provide complete and accurate information about the project and obtain written confirmation where suitability is critical.

6. Placing an order

When you place an order, you are offering to purchase the products in that order subject to these Terms.

After placing an online order, you should receive an order acknowledgement. This confirms that we have received your order, but it does not necessarily mean that the order has been accepted.

Unless we tell you otherwise, a contract between you and WWFS is formed when we send confirmation that the products have been dispatched or, for collection orders, when we confirm that the order is ready for collection.

We may decline or cancel an order before acceptance where reasonably necessary, including where:

• A product is unavailable or has been discontinued.
• There is an obvious pricing, description or stock error.
• Payment is declined, reversed or cannot be authorised.
• We cannot verify information supplied with the order.
• We reasonably suspect fraud, misuse or unauthorised activity.
• We cannot deliver to the address provided.
• A purchase restriction or supplier condition applies.

If payment has already been taken for an order we do not accept, we will refund the relevant amount using the original payment method.

7. Order information and customer responsibility

You must ensure that the information supplied with your order is complete and accurate, including:

• Your name and contact details.
• The billing and delivery addresses.
• Product, size, colour, grit and variant selections.
• Quantities required.
• Any access restrictions or delivery information.

Please check your order confirmation promptly and contact us immediately if anything is incorrect.

We dispatch orders quickly and cannot guarantee that an order, address or product selection can be changed after processing has begun.

8. Prices, VAT and payment

Unless clearly stated otherwise, prices displayed to consumer customers on the Site include VAT at the applicable UK rate.

Any delivery charge or other applicable charge will be shown before the order is submitted.

Prices and promotions may change without notice, but changes will not affect an order that we have already accepted, except where an obvious pricing error has occurred.

If a price is obviously incorrect and could reasonably have been recognised as an error, we may contact you for instructions or cancel the affected item before dispatch and issue a refund.

Payment must be made using a payment method offered at checkout or otherwise agreed by us. You confirm that you are authorised to use the payment method supplied.

Trade-account prices, discount codes, multibuy offers and other promotions may be subject to separate eligibility conditions. Unless expressly stated, offers cannot be combined.

9. Availability and substitutions

All products are subject to availability.

If a product becomes unavailable after you order it, we may:

• Contact you with an estimated availability date.
• Offer a suitable alternative, which you are free to decline.
• Remove the unavailable item and refund it.
• Cancel and refund the affected order where appropriate.

We will not substitute a materially different product without your agreement.

10. Delivery

Current delivery areas, services, dispatch cut-off times, exclusions and estimated delivery periods are explained in our Delivery Policy and at checkout.

Our standard delivery service is available to eligible mainland UK addresses. Certain products, including some heavy, oversized or restricted products, may have different delivery arrangements or charges.

Where next-working-day delivery is stated, this is an estimated service rather than a guaranteed delivery appointment unless we expressly confirm otherwise in writing.

Orders placed after the published dispatch cut-off, at weekends, on bank holidays or during notified closure periods will be processed on the next applicable working day.

Delivery delays

We use third-party delivery providers, including FedEx and Royal Mail. Occasionally, circumstances outside our reasonable control may delay a delivery.

If a delivery is delayed, please contact us so that we can investigate with the delivery provider. Nothing in these Terms removes any right a consumer may have where goods are not delivered within an agreed or legally required period.

Delivery address and access

You are responsible for providing an accurate and accessible delivery address. We are not responsible for delays resulting from incorrect or incomplete information supplied by you.

If nobody is available to accept delivery, the delivery provider may follow its normal redelivery, collection-point or safe-delivery procedure.

A request to leave goods in a safe place or with a neighbour may affect responsibility for the delivery once it has been completed in accordance with your instruction.

Heavy or oversized deliveries may be made to the nearest safe and accessible point. You are responsible for ensuring suitable access and assistance where this is explained before purchase.

11. Risk and ownership

Consumer orders

For consumer customers, responsibility for loss of or damage to the goods passes to you when the goods are delivered into your physical possession or to a person identified by you to receive them.

If you independently arrange a carrier that was not offered by us, responsibility may pass when the goods are delivered to that carrier.

Business and trade orders

For business customers, risk passes when the goods are delivered to the delivery address, collected by the customer or handed to a carrier arranged independently by the customer, as applicable.

Ownership of the goods does not pass until we have received cleared payment in full for them.

12. Click and collect

Collection orders must not be collected until we have confirmed that they are ready.

You may be asked to provide the order confirmation, identification or other evidence that you are authorised to collect the order.

If another person will collect on your behalf, you should provide their details to us in advance where possible.

Collection availability and opening hours are shown on the Site and may change during holidays or temporary closures.

13. Cancelling before dispatch

If you wish to cancel or amend an order before dispatch, contact us as soon as possible.

We will try to stop the order, but because orders are processed quickly, we cannot guarantee cancellation after picking, packing, production or dispatch has begun.

If an order has already been dispatched, consumer customers may still have the cancellation rights described below.

14. Consumer cancellation rights

If you are a consumer purchasing online, by telephone or through another distance-selling method, you normally have the legal right to cancel without giving a reason.

The cancellation period normally ends 14 days after the day on which:

• You, or a person nominated by you, receives the goods.
• The final item is received, where one order is delivered separately.
• The final instalment or piece is received, where goods are delivered in instalments or pieces.

To exercise this right, you must clearly tell us that you wish to cancel before the cancellation period expires. You can do this by emailing sales@wiltshirewoodflooringsupplies.co.uk or by using the returns process provided on our Site.

You then normally have a further 14 days to return the goods.

Return costs

Unless the goods are faulty, damaged, incorrect or not as described, you are normally responsible for the cost of returning cancelled goods.

Where goods cannot reasonably be returned using a normal postal service, a collection charge may apply. Any applicable collection charge will be explained in our Returns Policy or before collection is arranged.

Condition of cancelled goods

You may inspect goods in the same way that you reasonably could in a shop. You are responsible for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Where reasonably possible, products should be returned securely and with their original packaging, accessories, instructions and components.

Missing or damaged packaging does not automatically remove a consumer’s legal cancellation rights, but a deduction may be made where excessive handling or damage has reduced the product’s value.

15. Products excluded from change-of-mind cancellation

The legal right to cancel may not apply to:

• Products made to your specification or clearly personalised.
• Flooring, trims or other materials cut, altered or prepared specifically for your order.
• Products specially mixed, tinted, formulated or manufactured to your requirements.
• Products that are liable to deteriorate or expire rapidly.
• Sealed products that are not suitable for return for health-protection or hygiene reasons once unsealed, where the legal exemption applies.
• Other products excluded from cancellation under applicable law.

16. Refunds following consumer cancellation

Where a consumer validly cancels an eligible order, we will refund:

• The price paid for the returned goods.
• The cost of our least expensive standard delivery option, where a delivery charge was paid and the whole order is cancelled.

Additional delivery costs resulting from your choice of an enhanced, timed, expedited or other premium service are not normally refundable beyond the cost of our standard option.

We will normally make the refund within 14 days after:

• We receive the returned goods; or
• You provide satisfactory evidence that the goods have been returned, if earlier.

We may withhold the refund until the goods are returned or evidence of return is supplied.

Refunds will normally be made to the original payment method unless otherwise agreed and legally permitted.

17. Our additional Returns Policy

Our published Returns Policy may provide a longer change-of-mind return period or additional arrangements beyond the minimum legal cancellation period.

Any additional return period is subject to the conditions stated in that policy. It does not replace or reduce a consumer’s statutory rights.

Please refer to the Returns and Refund Policy for the current return process, return address and collection arrangements.

18. Faulty, damaged, incorrect or misdescribed goods

Consumer products must be of satisfactory quality, fit for any purpose made known to us, match their description and conform to the contract.

If you receive goods that are damaged, incorrect or appear faulty, contact us promptly and provide:

• Your order number.
• A description of the issue.
• Clear photographs of the product, packaging and delivery label where relevant.
• Any batch number, serial number or product code requested.

Prompt notification helps us investigate courier damage, stock discrepancies and manufacturing issues. However, a consumer’s statutory rights are not removed merely because an issue was not reported within three working days.

Depending on the circumstances and your legal rights, we may arrange a refund, repair, replacement or another appropriate remedy.

Please retain the product and packaging until we confirm whether they need to be inspected, returned or collected. Do not dispose of allegedly faulty or damaged goods unless we authorise you to do so.

19. Installation and use of products

Products must be stored, prepared, installed and used in accordance with the manufacturer’s current instructions, technical data sheets, safety information and recognised good practice.

We may ask for reasonable evidence about:

• Storage and site conditions.
• Substrate preparation and moisture readings.
• Installation or application methods.
• Batch numbers and products used together.
• The installer and installation date.

This information may be required to establish the cause of a reported problem or submit a manufacturer’s warranty claim.

We are not responsible for problems caused by incorrect storage, unsuitable site conditions, failure to follow instructions, misuse, accidental damage, normal wear and tear or improper installation, except where responsibility cannot legally be excluded.

20. Manufacturer warranties

Some products may include a manufacturer’s warranty. The duration, coverage and conditions of that warranty are determined by the manufacturer.

A manufacturer’s warranty is additional to, and does not replace, a consumer’s statutory rights against us as the retailer.

Warranty claims may require proof of purchase, photographs, serial or batch numbers, maintenance records or inspection of the product.

21. Business and trade customers

The consumer cancellation provisions in these Terms do not apply to genuine business or trade purchases.

Business returns are accepted only in accordance with our Returns Policy or with our prior written agreement.

A business customer must inspect goods promptly after delivery and notify us of any visible damage, shortage or incorrect item as soon as reasonably possible. This helps us investigate the issue with the carrier and does not affect any right that cannot lawfully be excluded.

Unless expressly agreed in writing, business customers are responsible for determining whether products are suitable for their project, application and site conditions.

Any estimate of quantities, coverage or suitability provided to a business customer is general guidance based on information supplied by that customer.

22. Liability to consumers

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for:

• Death or personal injury caused by negligence.
• Fraud or fraudulent misrepresentation.
• Breach of rights that cannot legally be excluded under the Consumer Rights Act 2015.
• Any other liability that cannot lawfully be excluded or limited.

If we fail to comply with these Terms, we are responsible for loss or damage that is a foreseeable result of our breach or failure to use reasonable care and skill.

We are not responsible for loss or damage that was not foreseeable. Loss is foreseeable where it was an obvious consequence of the breach or was contemplated by both parties when the contract was made.

We supply consumer products for private use. If a consumer uses products for a commercial or business purpose, our liability for business-related losses will be treated in accordance with the business provisions below, so far as legally permitted.

23. Liability to business customers

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any other liability that cannot legally be excluded.

Subject to the paragraph above, we will not be liable to a business customer for:

• Loss of profit, revenue, business, contracts or anticipated savings.
• Loss of goodwill or reputation.
• Business interruption.
• Indirect or consequential loss.
• Loss arising from incorrect installation, unsuitable site conditions or failure to follow manufacturer instructions.

Subject to any liability that cannot lawfully be limited, our total liability to a business customer arising from an order will not exceed the total amount paid for the products giving rise to the claim.

Nothing in this section limits any liability that cannot be limited under the Unfair Contract Terms Act 1977 or other applicable law.

24. Events outside our reasonable control

We are not responsible for delay or failure caused by events outside our reasonable control, such as severe weather, transport disruption, industrial action, fire, flood, utility or network failure, supplier disruption, government action or other comparable events.

Where such an event affects your order, we will take reasonable steps to minimise the effect and contact you where appropriate.

This section does not remove a consumer’s legal right to cancel or obtain a refund where the law permits.

25. Accounts, passwords and trade access

You are responsible for keeping account login information secure and for activity carried out through your account where caused by your failure to protect those details.

You must notify us promptly if you believe your account has been accessed without permission.

Trade accounts, trade discounts and account facilities are subject to approval and may be suspended or withdrawn if:

• Eligibility requirements are no longer met.
• The account is misused.
• Payment obligations are not met.
• Fraudulent or abusive activity is suspected.

26. Discount codes, promotions and multibuy offers

Discounts and promotions:

• Apply only during the stated promotional period.
• May apply only to selected products or customers.
• May have minimum quantities or spending requirements.
• May exclude delivery, power tools, hand tools, special orders or other specified products.
• Cannot be exchanged for cash.
• May not be combined unless expressly stated.

If products are returned from an order that received a quantity-based or spending-based discount, the refund may be recalculated to reflect the products retained, where permitted by law.

We may withdraw or correct a promotion affected by an obvious error, fraud, misuse or technical problem.

27. Website links and third-party services

The Site may contain links to manufacturer websites, technical documents or other third-party services.

We are not responsible for the availability or content of an external website, although this does not affect our responsibility for product information or statements that form part of our contract with you.

Payment, finance and other third-party services may be subject to the provider’s own terms and eligibility requirements.

28. Intellectual property

The content of the Site, including text, product descriptions, graphics, logos, photographs, designs and page layouts, is owned by or licensed to WWFS and is protected by applicable intellectual-property law.

You may view and print information for personal purchasing purposes. You must not reproduce, republish, commercially exploit or systematically copy Site content without our permission.

29. Personal information

We process personal information in accordance with our Privacy Policy.

Our Privacy Policy explains what information we collect, how it is used, who it may be shared with and your data-protection rights.

30. Complaints

If you are dissatisfied with a product or any aspect of our service, please contact us so that we can investigate and try to resolve the issue.

31. Changes to these Terms

We may update these Terms to reflect changes in the law, our products, our services or the operation of the Site.

The version in force when your order is placed will normally apply to that order. Updated Terms will be published on this page with the revision date shown at the top.

32. If part of these Terms is invalid

If a court or relevant authority finds that any part of these Terms is unlawful or unenforceable, the remaining provisions will continue in effect.

33. No waiver

If we do not immediately enforce a provision of these Terms, this does not mean that we have waived our right to enforce it later.

34. Third-party rights

Unless expressly stated otherwise, no person other than you and WWFS has the right to enforce the contract between us.

35. Governing law and courts

Consumer customers

These Terms are governed by English law. If you are a consumer living elsewhere in the United Kingdom, you will also retain the benefit of any mandatory protections provided by the law applicable where you live.

Consumers may bring legal proceedings in the courts of England and Wales or, where applicable, the courts in the part of the United Kingdom in which they live.

Business and trade customers

For business customers, these Terms and any dispute or claim arising from them are governed by the law of England and Wales. The courts of England and Wales will have exclusive jurisdiction.