These terms and conditions govern the sale of products and provision of services (“products”) to you by Floorstore whose address is Unit 2 Orion Way, Leeds, LS9 0AR; Email [email protected]. Please read these terms and conditions carefully before purchasing products from us. By ordering our products, you signify your agreement to be bound by these terms and conditions.
This website is owned and operated by Floorstore, a trading name of Jim’s Carpets Limited a company registered in England and Wales with registered address Unit 2 Orion Way, Leeds, LS9 0AR; Email: [email protected]; VAT number GB 411 3079 40. Unless expressly stated otherwise, the singular includes the plural and vice versa.
The following Terms and Conditions will explain how we will deal with your order and you should read them carefully. They can be viewed at any time by clicking the Terms and Conditions link at the foot of each web page.
The information on this website is given in good faith and Floorstore cannot accept responsibility for any loss or damage arising from the information or its use or misuse.
There are a number of Floorstore stores around Yorkshire where our products can be viewed and where you can speak to one of our trained store staff to ensure you are buying the right product for you. You can find the address of your nearest store by using our Store Locator.
Your consumer rights are different when you buy online and these Terms and Conditions may not apply to, or maybe different for, purchases made in one of our shops.
When you place your online order, you are inviting us to enter into a contract with you to supply the products you have selected at the price indicated on the website and in your order form. When we receive your order, we will send you an acknowledgement by email within 48 hours to the email address you have supplied to us to confirm receipt, following which your order will be processed. This acknowledgement is neither an order confirmation nor an order acceptance by us. Acceptance of your order, and the completion of the Contract, will take place when we despatch the products to you (or the first item if we are delivering in instalments).
If you have a valid discount voucher to redeem, please enter the relevant code in the relevant box when you proceed to checkout and the discount will be deducted from the total.
We may list availability information for products sold by us on the website, including throughout the Order process, but cannot guarantee the availability of products listed on the website.
Acknowledgement of your Order is not a guarantee by us of the availability of the products.
If you receive an acknowledgement email or confirmation email for an order which you did not place, or if the details in the acknowledgement email or confirmation email do not match the order which you placed, you must contact our Customer Services Team on 0113 831 4310 (option 1) or via email to [email protected] or write to us at Floorstore Group, Unit 2 Orion Way, Leeds, LS9 0AR
We do our utmost to ensure that all our web prices and descriptions are accurate and up to date, but on rare occasions, it is possible that errors may occur. Our team will check the details of your order and if we find that there is a pricing or other error, we will notify you as soon as possible and give you the choice to proceed with your order at the correct price/specification or to cancel your order and obtain a full refund. If we do not receive a response to this notification within 7 days, we will cancel the order and issue a refund of your payment.
If you have provided your own measurements, you are responsible for these being accurate and Floorstore accepts no liability if the floorcovering does not fit. Therefore, please make sure that these are correct at the time of order to avoid any issues upon delivery or when the floor covering is fitted.
Our stores and website are solely for the promotion of our products in the UK (excluding Northern Ireland). Unfortunately, we do not accept orders from OR deliver to addresses outside the UK (including Northern Ireland).
If there is a problem with the fitting which we arranged under the agency agreement referred to in these terms and conditions, we will ask the fitter concerned to revisit your property in order for your fitter to carry out any necessary remedial works. Any contract for fitting is between you and the fitter.
This does not affect your statutory rights.
Our products are only suitable for normal domestic use and are not necessarily suitable for commercial use, particularly where there are different fire safety standards in respect of some commercial uses with which the products may not comply.
If you are acting other than as a consumer, all terms, conditions and warranties implied by law (other than the warranty as to title) are excluded. You must make your own decision as to whether the products you select are fit for their purpose, even if the purpose is made known to us. In these circumstances, our liability is limited to the cost of replacing any defective product. No liability is accepted for any loss of rental income, inconvenience, distress, inability to hire the room, loss of turnover, loss of profit or any indirect and/or consequential losses whatsoever.
This provision does not affect any liability we have for fraud or fraudulent misstatement or for personal injury arising out of our negligence.
We are not responsible for delays outside our control. If our delivery or installation of the products is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
We are responsible for ensuring that the products we supply are of satisfactory quality, conform to the sample and are fit for the purpose for which they are sold. Certain products have additional guarantees provided by us or the manufacturer. Where they are provided by the manufacturer, we accept no responsibility for these additional warranties or guarantees.
Our Pricing in detail
At Floorstore we want our customers to have confidence that they are getting the very best value on all our flooring and beds. That’s why we constantly check our prices against our competitors to make sure ours are competitively low. It’s why our policy is backed by our promise – never to be beaten on price. For more information, please see our Price Promise.
Discounts are clearly highlighted in-store and online and some items may not be included in this promotion. The list price may not be the last selling price of a particular product.
Samples & Store Displays.
The quantity and description of the Goods shall be as set out in the Company’s quotation or acknowledgement of order.
Due to the fact that a number of the Goods sold by the Company are natural products, there is a natural variance in how the Goods look and feel. All samples, drawings, descriptive matter, specifications and advertising issued by the Company (including any samples displayed at trade shows) and any descriptions or illustrations contained in the Company’s catalogues or brochures are issued or published for the sole purpose of giving an approximate idea of the Goods described in them. They shall not form part of the Contract and this is not a sale by sample.
A sample service is available across the majority of our Online Only products, should you wish to check the product features before placing an order with us. All images on the website are for illustration purposes only and are intended to provide a general guide of the look of a product as samples may show only a small part of the overall design as this will have been taken from a larger piece. Store displays are again intended to provide a general guide of the look of a product, as due to the nature of the products sold, there may be variation. The packaging of the Goods may also vary from that shown in images in our brochure and on our website.
There may be a significant variation in the colour and design of your floor due to the random nature which occurs with wood and other natural materials i.e., wool carpets from which the design has been taken. We believe this enhances the natural look and overall appearance of our floors.
If we are making the product to measurements you have given us you are responsible for ensuring that these measurements.
Carpet Characteristics, Variations & Technical Terms
Samples both from suppliers and on display instore will not be made from the same production batch as current stock, so therefore should be used as a guide and not as an exact match. Equally, matching between different carpet widths cannot be guaranteed.
Over time, regular foot traffic will flatten the pile surface in the main walkways, particularly on plain cut pile carpets causing areas of differential wear. These areas will appear lighter or shaded in comparison to the less frequently used parts. This is a bit like a regularly used path you would see on a cut lawn. It’s not a manufacturing defect, it’s just the pile laying in a different direction and reflecting the light differently. It will not affect the durability of the carpet.
At Floorstore we like to keep things nice and simple. We try not to confuse people with technical jargon. Here’s our guide to some of the terms you may come across:
SHADING: This is sometimes referred to as “watermarking”, “pooling” or “puddling”. A cut pile carpet that has ‘shaded’ will show areas lighter or darker than the surrounding carpet pile. This variation is caused by the reflection of light from pile tufts which come to lay in different directions and is not a manufacturing fault
SHEDDING: Describes how some carpets will naturally shed fibre during the early stages of life, usually shortly after being laid. This is perfectly normal and you should not be concerned as it is not a carpet fault
PILE REVERSAL: This term is used to describe a phenomenon that is caused, so many believe, by natural and man-made electrical energies which cause the pile of the carpet in certain areas to change direction. Often resembles a kind of watermark. This is not considered to be a manufacturing fault.
Where to find the price for the product. The price of the product (which includes VAT) will be the price set out in our price list in force at the date of your order unless we have agreed on another price in writing. We take all reasonable care to ensure OR use our best efforts to ensure that the price of the product advised to you is correct.
We will pass on changes in the rate of 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 already paid for the product (including delivery and installation costs) in full before the change in the rate of VAT takes effect.
What happens if we got the price wrong? 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 unmistakeable 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.
When you must pay and how you must pay. We accept payment with all major credit and debit cards, Amex, PayPal or Bank Transfer. You must pay for the products (including delivery) a minimum of 48 hours before we dispatch the goods. This applies to both online and in-store purchases.
If payment for fitting of flooring is payable directly to the Installer, this will be subject to a separate contractual agreement. Please see the Fitting (Floorcoverings) terms below.
We can charge interest if you pay late. If you do not make any payment to us or if we are unable to collect any payment from you by the due date, we may charge interest to you on the overdue amount at the rate of 8% a year above the base lending rate of Nat West Bank PLC 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.
What to do if you think an invoice is wrong. If you think an invoice is wrong, please contact us promptly to let us know. You will not 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.
For online purchase, you should contact the team by phone on 0113 831 4310 (Option 1) or by email at [email protected]. For in-store purchases, you should call or visit the original store of purchase. You can find the contact details of your nearest store by using our Store Locator.
Delivery and/or installation dates are estimates only and given in good faith, but are not guaranteed times or dates and should not be relied upon as such. Time is not of the essence of the contract. If the expected delivery time is likely to, or does, exceed 30 days you will be entitled to cancel your order if you wish and receive a full refund, unless we have advised you of a longer timescale and you have agreed to it.
Please check that the products you receive are the ones you ordered, the correct colour and size and that they are examined for apparent faults or damage at the time of delivery and before installation/assembly. If on inspection you have any doubts, please contact us immediately. (Within 24-hours)
If you are unfortunate enough to receive damaged goods or there are missing items, please make sure it is noted on the courier’s paperwork. We also require you to contact us directly as soon as possible to make sure we are aware of the problem. All damages should be reported within 24-hours of receipt for insurance purposes, and photographic proof should be sent to [email protected].
Please note that before an order is complete, we may have to contact you to confirm delivery fees for your order. There may be additional delivery charges applicable to your order but we will contact you to confirm these prior to the order being complete.
Deliveries are made on your requested day approximately between the hours of 8 am to 7 pm. Unfortunately, requests for an E.T.A (Estimated Time of Delivery) are at the courier’s discretion. Where possible we will advise you at the time of order of approximate delivery lead-times, exceptions may apply.
All delivery services could be made on a lorry or a van so it is assumed that the delivery address will be accessible. If there is likely to be a problem, please inform us at the time of order to discuss alternative delivery options. It is your responsibility to ensure that there is adequate free parking and free and clear access and clearance to allow the products to be delivered without damaging the products or any decoration through the route of access. If you do not do so, no responsibility is accepted for any damage caused unless and to the extent we have been negligent.
Standard delivery is made to the kerbside due to insurance guidelines so please arrange for adequate help to carry goods into your property
If your order arrives as arranged but we’re unable to deliver because there’s nobody home, there’s inadequate help available, the goods are refused, or the order is cancelled whilst in transit (goods are in transit 24hrs before the chosen delivery date) you will be liable for any additional costs incurred for the goods being returned. The return delivery charge for failed deliveries is an £ 85.00 minimum or £ 0.70 per kg, whichever the greater.
We cannot be responsible for any consequential losses; therefore, we advise against booking installers until goods have been received and checked.
We do not deliver products ourselves but use third party delivery services. Your details will be shared with them to allow delivery to take place. We will share your information (name, address and contact details, together with the product being delivered) with the delivery provider.
Deliveries in London Districts & Scotland
Please be aware that customers living in selected London Districts or in some territories of Scotland may not be eligible for all delivery services. Deliveries in selected London Districts (N, E, SE, SW, W, NW, WC & EC Postcodes) and some areas of Scotland (AB, DD, DG, FK, KY, TD, IV, KW, PA & PH Postcodes) may incur extra delivery charges. Once you have secured your order online, we will be in contact to arrange the best delivery options available.
Outside of Mainland UK (Including Northern Ireland)
Please be aware that we are currently unable to offer customers living outside of the UK Mainland, all delivery services. Please call or email us for any further detail/information. Collection can be selected from our Warehouse, based in Leeds, England.
Storage of Products
We will only keep products in our warehouse for a maximum of three months after the date of your order. This includes any part-fitted products. You must accept delivery of your products within this time. If not, you authorise us to dispose of your products with no liability on us. In the event that we agree to store your products for longer than three months, we will advise you of the charges for storage, and you agree to pay such charges in advance. Further, you accept that during the period in excess of three months, your products may be damaged and you accept full responsibility for such damage.
If you wish us to arrange for your floorcovering to be fitted, you appoint us as your agent to arrange the fitting of your product. There is a fee payable for us to act as your agent. Alternatively, you may make any other arrangements for fitting the product yourself. We will take reasonable care to identify a fitter we believe is suitable to fit the products you have purchased from us and liaise with you and the fitter to arrange a suitable date.
You authorise us to enter into an oral contract for fitting of your product(s) (and uplift of your current products if you have chosen this option) with independent self-employed fitters in your name and on your behalf. The contract for fitting will be under a separate agreement between you and the fitter. You must pay the fitter for the fitting services on completion of the fitting, unless the fitting is taking place on different occasions, in which case you must pay the fitter for the work completed on each occasion (for example, if a lounge, hall, and dining room carpet are fitted in months 1, 2 and 3, as part of a home refurbishment, you must pay the fitter the relevant proportion of the fitting charge upon completion of fitting each room).
We retain full responsibility for the products and services we supply and the fitter is responsible for the standard and quality of, and any liability arising from, delivery and/or installation. Payment for the fitting is made directly to the fitter on the day your order is fitted.
The charges quoted are for the products shown on the order only. If you require additional fitting services these can be agreed upon with the fitter in advance and quoted separately.
Doors may need to be trimmed to allow clearance depending upon the depth of your chosen floor covering. This is not part of the fitting work unless this has been specifically agreed. Fitters may remove doors to facilitate fitting and have them ready for you or your appointed carpenter to carry out the trimming and re-hanging. If you have fire doors, external doors or non-wood doors that require trimming, this will need to be carried out by a specialist carpenter and this is not a service that Floorstore will either carry out or arrange. We are also unable to remove, or arrange the removal of, any fire doors or external doors so arrangements must be made prior to the fitting date to avoid any delays.
Uplift and disposal
If you have opted for the ‘uplift and disposal’ service, the fitter, under the contract between you and the fitter, will remove your old flooring and all offcuts and packaging from your new flooring. Even if you have paid for the service, the fitter will only carry out this work if the floor covering is not soiled and there is no health and safety risk to the fitter in respect of the product being uplifted. Your fitter will return the flooring removed to Floorstore for disposal.
If you have decided not to opt for this service, it is your responsibility to uplift your existing flooring prior to your fitters’ arrival. Your fitter will then bag up any offcuts from your new flooring and leave them for you to dispose of. If you would like to keep any offcuts, please advise your fitter upon arrival at your home. Please ensure that the contents of the room are cleared prior to the fitting date to avoid any delays or inconvenience with your fitting. If there is any furniture that cannot be removed from the room, please discuss this with the store prior to the installation date.
We expect self-employed floorcoverings installers to cover the cost of travel up to a 30-mile round trip from the store to the installation address. There may be additional charges for longer distances, difficult parking restrictions or unusual requests e.g., ferry crossings. These charges will be payable to the fitter.
Appointment times and dates
Fitting appointments are estimates only and are made in good faith, but the exact arrival and duration times cannot be guaranteed due to the nature and unpredictability of the work involved. Time is not of the essence. We cannot accept liability for the delayed arrival of the fitter.
Damage and scuff marks
Fitters undertake to carry out their work with reasonable skill and care, but even with the greatest care home décor may be marked or scuffed during the fitting process. New paintwork and wallpaper are especially vulnerable and should be allowed to fully dry. A minimum of two weeks is recommended. Neither Floorstore nor any fitter undertakes to carry out any redecoration, except where damage has been caused by that person’s negligence.
This should be discussed and settled prior to any payment for works completed.
We will only carry out and take responsibility for any free survey where the product to be installed is subsequently purchased from us.
If you have asked for a Floorstore home flooring surveyor to visit your home and check the suitability of a particular product to be supplied by us for your flooring, the survey is limited to checking what is physically visible without lifting existing floor coverings. If you would like the entire subfloor checked, it is your responsibility to lift the existing floorcoverings prior to inspection. Following the inspection, we will advise of any works that may be necessary prior to the installation of your product as revealed by the survey of the subfloor. You can then decide whether you wish for a fitter recommended by us to carry out any subfloor preparation under a separate agreement between you and the fitter, or whether you wish to arrange to carry out any appropriate works yourself.
For a perfect finish, our products require a smooth, level, dry, clean and sound foundation. If we are arranging the installation of your flooring, our fitting partner may advise that some remedial work is needed such as smoothing compound or ply boarding before the new floor can be fitted. This may delay the original installation of your flooring whilst this work is undertaken. Uneven floorboards and surfaces, if left uncorrected by the customer, can affect the appearance of your new flooring by being seen through to the surface.
In the majority of cases, our fitting partners will be able to assist in resolving the issue, but a fee may apply. It may, on rare occasions, be necessary to involve the services of a specialist contractor. For smooth floors, imperfections to the subfloor will show through to the surface leaving different reflections along your floor
If you elect to carry out any subfloor preparation works, it is your responsibility to ensure that the works are completed to an appropriate standard in accordance with the manufacturer’s instructions for the product(s) used and all relevant British Standards. You will need to provide the store arranging the fitting with evidence that this has been completed prior to the fitter attending to fit the floorcovering.
If we are negligent in carrying out the survey resulting in damage to the floor covering and the product is subsequently purchased from us, we will:
- Uplift the floorcovering
- Carry out any works which would have been identified had we not been negligent; and
- Re-lay the uplifted floorcovering (unless it has been damaged whilst being uplifted, in which case it will be replaced)
Quotations and fitting
All quotations and orders are on the basis that the subfloor is suitable for fitting the flooring you have selected without additional work. It is your responsibility to ensure that this is the case. We can carry out a free home flooring survey (please see above). Any fitter recommended by us will fit the product on your subfloor as it is when he or she arrives to fit the floorcovering unless you have asked us to arrange for any works to be carried out to your subfloor. If any damage is caused to the product as a result of your subfloor being inadequate, all costs associated with remedying the subfloor and replacing any product are solely your responsibility unless we carried out a survey, please see above.
Cancellations and Returns
The following is only applicable where a contract has been made either:
- over the internet; or
- by telephone; or
- in your home
It does NOT apply where a contract is made in a store.
In addition to your normal statutory rights, subject to certain exceptions, see below, as a consumer you also have the right to cancel the contract at any time up to fourteen days after the date your order is delivered to you, or if you have ordered more than one item and they are delivered on different dates, fourteen days after the date of the last delivery of your order. Please contact the relevant store dealing with your order to cancel.
If your order has not been delivered and you wish to cancel it you can do so in one of the following ways:
- Online: please contact our Customer Service Team on 0113 831 4310 (option 1).
- Store: contact your local store that serviced your order (local store contact details can be found on our order confirmation email).
One of the team will check the status of your order and confirm if the cancellation is possible.
Call to Buy orders
If you placed your order by telephone rather than calling an individual store, please call our Telesales team on 0113 831 4310 (option 1) and one of our sales team will check whether cancellation is possible or request a call back from the relevant person within the store.
The right to cancel does NOT apply to products that are made to your specifications. This includes floor coverings, which have been cut from a roll to your specific order size. If the products are excluded from your right to cancel, we will find out whether or not they have already been cut to your specifications and if not, we will accept a cancellation of your order and refund your money. If, however, the product has been prepared for you we will only accept cancellation if we may deduct a proportion of the purchase price from the refund, we issue to you to cover the losses we will incur in selling your purchase as a reduced-price remnant in one of our stores. We will advise you of any such charge and you may then decide whether or not you wish to cancel the order.
When your products have been delivered you have a reasonable opportunity to make sure that they are the products you ordered. If not, you must not cut into, fit or use them (other than to check whether or not they are the right products). You must retain the packaging so that this can be reused, if possible, for their return. You will be responsible for the condition of the products and for their reasonable care whilst they are in your possession. Please contact the store from which the products were ordered within 14 days of delivery.
You are under a duty to take reasonable care of the products until the end of any cooling off period. In particular, you must ensure that the products are not soiled in any way.
How to return the products
If you cancel your order and wish to return the products in accordance with your statutory right to cancel you must email Floorstore at [email protected]
Products which form part of a cancelled order must be returned providing it is in resalable condition, to the address provided to you by us in the cancel confirmation email.
If you cancel your order and the returned goods are in the condition required by these terms, we will refund the price of the goods to you within 30 days. We will not be liable for the delivery costs incurred by you for the return of the goods. If you do not return the goods within 30 days of the date of your cancellation or if you request collection then we shall be entitled to arrange to collect the goods and shall charge you up to a £200 fee for such collection. If you cancel any services, we will refund the price you have paid for the cancelled services to you within 30 days. Any refund of the purchase price in respect of returns will be made after deducting the applicable collection charge.
After this statutory fourteen days ‘cooling off’ period, you have the protection of your statutory rights. If you are unsure of your rights, please do not hesitate to seek advice from Trading Standards or other advisory bodies.
If any Contract is cancelled by the Customer prior to delivery/installation, the Customer will be liable to pay the Company a minimum of 25% of the price of the Goods to cover expenses incurred and this will be deducted from any deposit or advance payment paid by the Customer. The Contract cannot be cancelled by the Customer after delivery.
The Company may cancel the Contract at any time before it notifies the Customer that the Goods are ready for delivery/collection if it is unable to fulfil the Contact due to any cause beyond its control. In this event, the Company’s only liability is to refund any deposit or advance paid by the Customer.
The right to cancel does NOT apply to products that are made to your specifications or are classified as special orders/clearance products by the company. This includes floor coverings, which have been cut from a roll to your specific order size or products that are not physically stocked by the company and ordered in line with your purchase. If the products are excluded from your right to cancel, we will find out whether or not they have already been cut to your specifications and if not, we will accept a cancellation of your order and refund your money.
If, however, the product has been prepared for you we will only accept cancellation if we may deduct a proportion of the purchase price from the refund, we issue to you to cover the losses we will incur in selling your purchase as a reduced-price remnant in one of our stores. If the product has been ordered specially to complete your purchase we will enquire on your behalf and inform you of any charges involved this is be deducted from any deposit or payment made. We will advise you of any such charge and you may then decide whether or not you wish to cancel the order.
You must retain the packaging so that this can be reused, for their return. You will be responsible for the condition of the products and for their reasonable care whilst they are in your possession. Please contact the store from which the products were ordered within 14 days of collection or delivery. The company cannot accept any product that is not in a resalable condition.
After Sales Service
If you require any help or are not satisfied after you have made your purchase, please contact us. In the first instance, this should be to the store which is fulfilling or has fulfilled your order (in respect of floorcoverings). It is really important that you tell us if you are not satisfied as soon as possible to enable us to put things right for you quickly.
Please inspect the completed work with your fitter (please see the Fitting (Floorcoverings) section above for more details on the fitting process) before they leave your fitter should be able to address any issues which are identified.
If a problem with the fitting manifests itself after the product has been fitted, please either contact your fitter directly or in the first instance, let the store who is arranging the fitting know if there are issues.
If you made your purchase:
- At a shop: please contact the shop directly.
- Online: please contact our Customer Service Team on 0113 831 4310 (Option 1)
Alternatively, you can contact Customer Services on their email address: [email protected]
Data Protection & Personal Information
How we will use your personal information. We will use the personal information you provide to us:
(a) to supply the products to you;
(b) to process your payment for the products; and
(c) if you agreed to this during the order process, to inform you about similar products that we provide, but you may stop receiving these communications at any time by contacting us.
We may pass your personal information to credit reference agencies. Where we extend credit to you for the products we may pass your personal information to credit reference agencies and they may keep a record of any search that they do.
We will only give your personal information to [other] third parties where the law either requires or allows us to do so.
Jim’s Carpets Ltd t/a Floorstore
Registered in England No: 01220080
Registered office: Floorstore Group | Unit 2 Orion Way, Off Far Lane, Leeds, LS9 0AR
VAT Reg No GB 411 3079 40