Ordering & Returns Policy

For Wood flooring ordering and returns policy please see more info

Choosing your Stone Floor

The choice of flooring can often be difficult as it will depend, not only your personal choices but also you decor and heights. Stone will last a lifetime if fitted properly and we can match it with our wood flooring. A good fitter will ensure that the level will be the same even if the stone you choose is thinner. Always go for a 20mm thick wood floor and even a 12mm thick stone floor can be fitted so that the levels are the same.

Calculating the Square Metres

To calculate the m2 required you should always allow an extra 10% for cutting and wastage. If the room is irregular then break it up into different sections to make sure you always end up with enough stone.

Placing your Order

If you are unsure of exactly what you want them please call us on 01666 504015 as you can always order over the telephone. If you know exactly what you want then just go to your basket and complete the registration, we do not hold any card details on any of our systems they are all held by HSBC card services which is one of the most secure card payments systems available. Your order will be delivered within 3-5 workings days if it is a pallet delivery or next day by courier if it is a boxed item such as a coolbox, tubs of wood oils, cleaning kits etc.

Pricing Policy

All our special offers and prices are quoted without VAT and Delivery. We try to be fair to all our clients and as we have low overheads our prices are the most competitive in the market for top quality products, therefore delivery charges will vary according to location and number of cartons or pallets

Methods of Payment

We accept Debit cards, Credit cards, Cheques or Internet Bank Transfers. Our aim is to keep our costs as low as possible so that we may pass these on to our customers. Your purchase is totally secure as our warehouses are independent companies and the goods become your property immediately after we receive payment. As we do not give credit you can be assured that we will be here to help and advise you on your needs for many years to come.

When will your order be delivered

Once we have received cleared funds for the full amount of your order we will forward the release note to the relevant warehouse. The warehouse will contact you as soon as they receive this document to arrange a day for delivery. If you want a timed or Saturday delivery then there will be an extra charge

Delivery Charges

There is no such thing as free delivery as the cost has to come from somewhere. Our philosophy is to be fair and offer our customers the best care and service we can which is why we only charge what the transport company charge us. Delivery costs will vary according to location and the number of cartons. As an example courier costs will be from £10.00 to £50. We always endeavour to get the best prices for any delivery as we are very aware of costs these days.

What if the product I ordered is not in stock

In the event that you wish to order something that we do not have in stock we will give you an approximate delivery date if it is a normal stock line. For special orders where we only manufacture to your specification we will expect a 50% non refundable deposit and the lead time will be about 12 weeks. Please call for further details.

What happens if there is damage when the item I have ordered is delivered

In the unlikely event that there is damage to any of the products you must sign the delivery note stating the damage you must take pictures and then email them to us. You must inform us as soon as possible of any damage and for us to claim against the delivery company we do need proof.

What happens if the delivery arrives and it is not what you ordered

Mistakes can be made even with our systems. If you have pre-ordered a product such as a parquet panel and it is not what you want then we will collect and give a full refund. Under no circumstances should you fit the floor because if you do it will be deemed as under our terms and conditions that you have accepted the floor and therefore no refunds can be given. If there is a mistake at the warehouse and they deliver the wrong product code you will see this on the end of the cartons. You should not accept the delivery and not sign for it as it will be returned and the correct product redelivered.

Returns and Cancellation Policy

In the unlikely event that the Buyer is unhappy with the Goods supplied (excluding the reasons of quality i.e. faults in sizes, finishes etc), the Buyer has the statutory right to cancel this contract within 7 working days of the delivery (except for those orders which were specifically made) and that the Goods must be returned to the Company within 14 days and the purchase Price will be refunded in full on confirmation that the Goods are in the same condition including original packaging as delivered. No credit will be issued for any material returned damaged.

In exceptional circumstances, Goods may be accepted for credit within 28 days of the purchase and where such consent is given. The client shall pay for the cost of the delivery/collection of the returned goods.

Returns: Any returns for excess product such as if you ordered too much glue or stone or wood must be made within 6 weeks of receipt of the order as the glue has a shelf life and we are continually updating our flooring and other products any refund will be less the collection charge and handling fee. We will not accept any returns of cartons of wood flooring if the shrink wrap on the cartons has been removed.

All returns and cancellations must be made in writing or you can email info@thesolidwoodflooringcompany.com