Terms & Conditions

Upon placing your order with Creative Flooring you accept and agree to the terms and conditions set out below. The terms and conditions clearly state your rights and obligations in regards to your contract with Creative Flooring. All the terms of this agreement are legally binding, so please read them through carefully. Your contract with Creative Flooring begins at the point of sale, so when you place an order online or over the telephone, and these terms and obligations will begin immediately at that point.

Creative Flooring is a trading style of Hicks Flooring Ltd, Unit 10, Haverscroft Industrial Estate, Attleborough, NR17 1YE. Company Number 05754431. VAT Number 896 8334 59.

The following definitions apply to these Terms & Conditions

“Customer” means any person, persons or any individual acting on behalf of such person or persons that has entered into a contract with Creative Flooring by whatever means;

“Consumer” means an individual acting for purposes which are wholly or mainly outside that individual’s trade, business, craft or profession;

“Trader” means a person acting (personally or through an agent) for purposes relating to that person’s trade, business, craft or profession.

The following terms and conditions are governed by, and relate to in part, the terms set out in The Consumer Contracts (Information, Cancellation and Additional Payments) Regulations 2013. This document provides all of the information required under Schedule 2 of these Regulations. Please note however that the following transactions are exempt from the Regulations;

a) Review (Item 4) of the Regulations – if the Customer is a Trader as set out in the definitions;

b) Limits of Application (Item 1e) – for any order we fulfil that relates to the construction of new buildings, or the construction of substantially new buildings by the conversion of existing buildings;

c) Application of Part 2 (Item 1 Paragraph 4) – does not apply to off-premises contracts under which the payment to be made by the consumer is not more than £42.

Payment

1. Payments for goods can be made via our Secure Barclaycard EPDQ Gateway online by using;
a) Credit or Debit cards (We accept most credit and debit cards but do not currently accept American Express).
b) PayPal
c) Pay by Telephone (please refer to section below)

2. Payments can also be made over the phone by any of the following methods;
a) Credit or Debit cards (We accept most credit and debit cards but do not currently accept American Express).
b) PayPal
c) Bank Transfer (Please place your order first and call once your transfer has been made)

3. Payments can also be made in person by any of the following methods;
a) Credit or Debit cards (We accept most credit and debit cards but do not currently accept American Express).
b) Paypal
c) Bank Transfer (Please place your order first and call once your transfer has been made)
e) Cash (Sterling only)

Delivery Information

Upon placing your order via telephone a provisional delivery date will be provided, please note this is only provisional and can vary due to stock availability. A confirmed delivery date will then be provided via email once confirmed with our central depot. We strongly advise against the booking of joiners, fitters etc. until the goods have arrived, and Creative Flooring takes no responsibility for any delays or costs, whether incurred directly or indirectly as a result of this. There is a selection of delivery options available to you. Please refer to the options provided when placing your order.

Delivery to a Private Address within Mainland UK
At Creative Flooring we always provide the swiftest service possible, delivery can take as little time as 2 to 10 working days. We also provide a name the day service, which does exactly what it says on the tin – you pick the day and we deliver. Deliveries are made between 8am and 6pm, unfortunately we are unable to provide an estimated time of arrival so we do ask you to ensure that someone is available at the delivery address between these times to avoid any re-delivery fees that may occur.

Standard Delivery – £40.00 – Deliveries are made Monday – Friday between the hours of 8am – 6pm.

AM Delivery – £49.99 Deliveries are made Monday – Friday between the hours of 8am – 12pm.

Timed Delivery – £55.00 – Deliveries are made Monday – Friday at a time of your choice.

Saturday Delivery – £87.00 – Deliveries are made on Saturday between 8am – 6pm.

Local Pickup – FREE – Please contact us to confirm the nearest collection point.

The services detailed above are applicable Monday to Friday only (unless Saturday delivery option selected) and excludes Bank Holidays.

We recommend contacting us to ensure the availability of all items on your order prior to selecting your preferred delivery day.

Please note that although our couriers try to offer the most helpful and efficient service they are only insured to unload the delivery to the kerb-side, so please ensure you (or someone of an able body) is available to manoeuvre your items, onto/into your premises with no further assistance.

Delivery to EIRE or Non-Mainland UK
A fixed cost of £110.00 plus VAT applies to any delivery made to Non-Mainland UK areas or any address in the Republic of Ireland. Included in this charge is a name-the-day delivery service should you wish to take advantage of it. You have the option to either place your order online and we will contact you to arrange delivery of your goods, or telephone us to place your order and let us know your preferred delivery day. Deliveries will be made between 8am and 6pm on your selected day. This service is applicable Monday to Friday only and excludes Bank Holidays. We recommend contacting us to ensure the availability of all items on your order prior to selecting your preferred delivery day. For all deliveries made to the Republic of Ireland no VAT will be charged, but it is your responsibility to declare any goods you receive as applicable to the relavant inspectorate. PLEASE NOTE: We are unable to deliver to the Republic of Ireland.

Delivery Process
Deliveries are made using a large van, lorry or other vehicle up to 7.5 Tonnes so it is therefore essential that access to the delivery address is available, both from a size and weight perspective. If there is likely to be a problem with access for either of these reasons, please let us know and we can discuss an alternative delivery option with you. If we are unable to deliver for any reason, you will be liable for any additional costs incurred for redelivery, or for returning the goods to our depot should you refuse to pay these. This cost will be deducted from your payment for the goods and the balance refunded to you. Deliveries are made to the address provided by you when placing your order and will be offloaded from the delivery vehicle onto an area close to the threshold of that property. Our deliveries do not necessarily include to transfer the goods under cover or into the property, and we recommend that you have suitable labour available to carry this out once delivery has been made.

Damage In Transit
Due to the way in which laminate, vinyl and hardwood flooring is supplied and packaged there can from time-to-time be some minor damage in the far corners of the top boards in each pack. Whilst this should not occur in every pack received, it is a condition of any order you place with us that up to 5% (but no more) of the boards supplied might be affected in this way. It is entirely possible to use these boards without affecting the number of planks required to complete your installation, so please contact us for advice on how to do this if required. Where damage of this kind exceeds 5% of the boards supplied only the excess boards will be replaced. Upon receipt of delivery, please check the packaging for any visual damage to the goods and sign for your order in the condition that it was received. In the unlikely event that you receive damaged goods, or some items appear to be missing, please ensure that you make a note on the courier’s paperwork. Please ensure you notify us within 7 days of receipt of goods to ensure the situation can be rectified and damaged goods replaced and missing goods located. Any claims of damaged or missing items after the 7 day period will not be entertained and no replacement materials will be issued, please refer to the claims section below for further information.

Delivery Timescales
All delivery timescales are intended to be guidelines only. Deliveries are made between 8am and 6pm Mon-Fri (unless Saturday delivery has been selected) and you will receive an email with your specified delivery date once your order is ready for dispatch. Please ensure that you provide the means to transfer goods from the kerbside of your property to the place that you wish to store them, as the responsibility for this transfer is with the Customer. Due to the way in which our courier operates we are unable to provide an estimated time of arrival to which your order will be delivered, and although we request that the courier contact you an hour prior to the delivery being made, this cannot always be guaranteed.

Issues Regarding Delivery
In the event of any issues regarding delivery of your order, Creativeflooring.co.uk cannot be held responsible for any consequential losses involved, e.g. costs incurred by late deliveries. In the event of goods being refused on delivery that are found to be undamaged on return we reserve the right to pass on any carriage charges that we incur in returning the goods to us. Furthermore in the event that no one is at the property to receive delivery the customer will be incur a re-delivery charge which will need to be paid before the goods are re-despatched.

Discontinuation of Order

Any order placed with Creative Flooring, by whatever means, will be processed and payment taken immediately. Should there be any problem with your order or the goods you have selected are not available, we will inform you at the earliest opportunity., and should you wish to not proceed with the order your payment will be refunded immediately (please allow 3-4 working days for this to appear in your account). Should we be in a position to successfully fulfill your order, once placed we are unfortunately unable to discontinue your order and the goods will be sent in accordance with your request as per your purchase order. For clarity, unless specifically agreed otherwise when placing your order, if we are able to fulfil your order in 21 days or less then we are unable to discontinue your order and reserve the right to fulfil it. Creative Flooring also reserve the right to reject any requests to which a special order product has been purchased. Please refer to the returns sections below for our policy with respect to returned goods.

If you believe you have exceptional circumstances and wish to request a discontinuation then you must complete and submit a cancellation form at the earliest opportunity from placing your order. The claims form must be issued formally, either by email to ecomteam@hfloor.co.uk, or via post to the following address: Creative Flooring, Unit 10 Haverscroft Industrial Estate, New Road, Attleborough, Norfolk, NR17 1YE. A member of our team will then look into this for you and aim to respond within 48 hours of the form being received.

If you wish to cancel an order, please complete the relevant form here: Claims Form PDF Download

Returns

For the purpose of this document, a Return is your right to return goods received for any reason other than your right to change your mind under The Consumer Contracts (Information, Cancellation and Additional Payments) Regulations 2013.  If you wish to request a return, then you must do so via the returns form which can be downloaded here. All returns forms must be submitted within 7 days of receipt of your order or it will not be entertained. Return forms must be issued formally, either by email to ecomteam@hfloor.co.uk, or via post to the following address: Creative Flooring, Unit 10 Haverscroft Industrial Estate, New Road, Attleborough, Norfolk, NR17 1YE. A member of our team will then look into this for you and aim to respond within 48 hours of the form being received.

PLEASE NOTE: we are unable to accept returns for goods that have been opened for any other reason than that the goods supplied are defective or damaged in some way.
Right to Change Your Mind Return
If you have simply changed your mind and don’t require the products as per your purchase order anymore, then you have the right to return this to us based on the right to change your mind under the consumers act. In instances such as this a 25% handling and restocking fee will apply, and will be automatically deducted from any refund due. In addition this fee, the original carriage charge will also not be refunded to the customer and the customer must arrange the return themselves and cover any costs incurred for this return.

Incorrect Goods Received
In a rare incidence where incorrect goods have been received please contact us immediately on 0800 458 0753.  All reports of incorrect items must be made within 7 working days from receipt of delivery otherwise your claim will be rejected. It is the customers own responsibility to return the incorrect items to us at the address provided below. Upon receipt we will issue a replacement item/items and reimburse any reasonable return costs incurred by you. If you require any advice on how to return your incorrect goods please contact us on 0800 458 0753 or at ecomteam@hfloor.co.uk and we can provide the appropriate advice based on your exact location and the items that require returning.

Missing Items
In a rare incidence where items may be missing from your order please contact us immediately on 0800 458 0753 and we will make it our upmost importance to locate the missing goods, if this cannot be achieved then replacement items will be dispatched and delivered at the earliest convenience of the customer.

Return of Damaged Items
If you receive an order as damaged you must immediately sign for it as damaged, otherwise your claim may not be accepted. It is the customers own responsibility to return the damaged items to us at the address provided below. Upon receipt we will issue a replacement item/items and reimburse any reasonable return costs incurred by you. If you require any advice on how to return your damaged goods please contact us on 0800 458 0753 or at ecomteam@hfloor.co.uk and we can provide the appropriate advice based on your exact location and the items that require returning.. Upon returning any goods to us, please ensure that they are adequately packaged to protect against further damage. If you fail to take reasonable care of the goods before they are returned to us, and this results in further damage or deterioration, we will charge accordingly.

Cancellation

Right To Change Your Mind

This section refers to your right to change your mind under The Consumer Contracts (Information, Cancellation and Additional Payments) Regulations 2013. None of the circumstances for returning goods listed in the section marked ‘Returns’ above apply to this act, please refer to that section for returns required for any of those reasons. Please note that our cancellation period is a maximum of 14 days.
In entering into this contract you accept that in ordering goods from Creative Flooring you are ordering separate ‘lots’, the cumulative total of each lot comprising an ‘item’. For example, if you order an installation kit, we can accept the complete return of that item (subject to these Terms & Conditions), but not a partial return of just some of it. Likewise, if you have ordered multiple packs of flooring (eg 4 packs), we can accept the complete return of that item (subject to these Terms & Conditions), so all 4 packs, but not a partial return of that item (so 1 pack for example). Likewise, we cannot accept partly used items such as screed or adhesive, nor can we accept used tools or accessories. This is in accordance with our rights as a Trader under the regulations, please see Item (b) regulation 33(9) (value of goods diminished by consumer handling). We will refer to any claim in this respect as a ‘Partial Return’ and please be aware that such claims will not be accepted by Creative Flooring under any circumstances.
The consumer may cancel a distance or off-premises contract at any time in the cancellation period without giving any reason, and without incurring any costs other than any under this provisions;
(a) Regulation 33(3) (enhanced delivery chosen by consumer) – By enhanced delivery you accept that, in entering into this contract, Creative Flooring offers free delivery as the least expensive common and generally acceptable kind of delivery. All delivery costs separately scheduled to a Consumer are therefore non-refundable under your right to cancellation as set out in the above regulations.
Please note the following further amendments and exclusions to the particular terms of this act applicable to any contract entered into with Creative Flooring;
a) Limits of application: circumstances excluding cancellation (Item 27c) – the supply of goods which are liable to deteriorate or expire rapidly. Creative Flooring are an internet reseller, and as such do not stock all of the products listed on our website or any other medium. We therefore reserve the right to reduce any repayment to a Consumer in accordance with, but not limited to;
i) Goods which are sold as, or become, discontinued, deleted or below full market resale value for any reason.
ii) The additional wear and tear placed on the goods (Item 12 subject to Paragraph 9) where handling is beyond what is necessary to establish the nature, characteristics and functioning of the goods if, in particular, it goes beyond the sort of handling that might reasonably be allowed in a shop. Please refer to Item (b) regulation 33(9) (value of goods diminished by consumer handling);
iii) Special order Items that are listed and advertised on our website or any other medium as having a lead-time greater than 4 days. Please refer to Item (b) regulation 33(9) (value of goods diminished by consumer handling).
Please note that our standard charge to incorporate all or any of the above is 25% and will be deducted from any repayment that may be made to you in accordance with your right to cancel. In entering into this contract with Creative Flooring you are accepting this charge.
Under the above regulations – Return of goods in the event of cancellation 34 (Item 1a and 1b), Creative Flooring does not offer to collect the goods from the address of the Consumer. It is the Consumers responsibility to arrange for return delivery of the goods to Creative Flooring in the condition they were received in, and at their own cost and volition. No responsibility for any costs incurred in doing this can be taken, direct or consequential, nor does Creative Flooring take any responsibility for any damage that may be incurred in returning the goods to us. The Consumer also accepts in entering this agreement, that the nature of all goods provided by Creative Flooring is such that they are of a handleable and physical nature, and suitable for return by post or similar means. In addition to the above, Item 4) states the consumer must send off the goods under paragraph (2)(a), or hand them over under paragraph (2)(b), without undue delay and in any event not later than 14 days after the day on which the consumer informs the trader as required by regulation 31(2).

Full details pertaining to SCHEDULE 2 Regulations 10(1) and 13(1) Information relating to distance and off-premises contracts of the above regulations are listed below.

(a) The main characteristics of the goods or services, to the extent appropriate to the medium of communication and to the goods or services is listed in your Order Confirmation email, and the shopping cart you used to place your order.
(b) The identity of the Trader for any order placed with Creative Flooring is Hicks Flooring Ltd, Unit 10, Haverscroft Industrial Estate, Attleborough, NR17 1YE.
(c) The geographical address at which the trader is established and the trader’s telephone number and e-mail address, where available, to enable the consumer to contact the trader quickly and communicate efficiently are Hicks Flooring Ltd, Unit 10, Haverscroft Industrial Estate, Attleborough, NR17 1YE, 0800 458 0753 and ecomteam@hfloor.co.uk
(d) The trader is not acting on behalf of another trader.

(e)The trader is not acting on behalf of another trader.
(f) The total price of the goods or services inclusive of taxes, or where the nature of the goods or services is such that the price cannot reasonably be calculated in advance, the manner in which the price is to be calculated, is contained in both your shopping cart when placing an order, as well as on your Order Confirmation email.
(g) Where applicable, all additional delivery charges and any other costs or, where those charges cannot reasonably be calculated in advance, the fact that such additional charges may be payable is contained in both your shopping cart when placing an order, as well as on your Order Confirmation email.
(h) Is not applicable
(i) The cost of using the means of distance communication for the conclusion of the contract where that cost is calculated other than at the basic rate – please refer to Delivery Information at the start of these Terms & Conditions.
(j) The arrangements for payment, delivery, performance, and the time by which the trader undertakes to deliver the goods or to perform the services are all contained within this document.
(k) Our complaint handling policy and procedure is shown below under ‘Complaints’
(l) Where a right to cancel exists, the conditions, time limit and procedures for exercising that right in accordance with regulations 28 to 31 are all listed above.
(m) The consumer will have to bear the cost of returning the goods in case of cancellation and, for distance contracts, if the goods, by their nature, cannot normally be returned by post, the cost of returning the goods lies with the Consumer.
(n) If the consumer exercises the right to cancel after having made a request in accordance with regulation 35(1), the consumer is to be liable to pay the trader reasonable costs in accordance with regulation 35(4).
(o) Not applicable
(p) in the case of a sales contract, this is a reminder that the trader is under a legal duty to supply goods that are in conformity with the contract.
(q) The existence and the conditions of after-sale customer assistance, after-sales services and commercial guarantees are all set out in this document.
(r) Please note that relevant codes of conduct exist, as defined in regulation 5(3)(b) of the Consumer Protection from Unfair Trading Regulations 2008. Please contact this office for a copy if required.

(s) The duration of the contract is set out above.
(t) The minimum duration of the consumer’s obligations under the contract are set out above.
(u) Not applicable.
(v) Not applicable.
(w) Not applicable.
(x) Please note you have a right to recourse to an out-of-court complaint and redress mechanism, to which the trader is subject, please refer to ‘Complaints’ section below.

Returns & Cancellation Address

All accepted returns and cancellations can be sent back to; Creativeflooring.co.uk, Unit 10, Haverscroft Industrial Estate, Haverscroft Industrial Estate, New Road, Attleborough, Norfolk, NR17 1YE

If you wish to return or cancel an order, please complete the relevant form here: Claims Form PDF Download
PLEASE DO NOT RETURN YOUR GOODS UNTIL YOUR RETURN OR CANCELLATION REQUEST HAS BEEN ACCEPTED

Force Majeure

Creativeflooring.co.uk shall not be liable for delays in performance or non-performance due to causes beyond its reasonable control.

Proper Law

The contract shall in all respects be governed by English Law and shall be deemed to have been made in England and The Customer and The Company agree to submit to the jurisdiction of the English Courts.  If any part of these conditions is rendered void or unenforceable at Law, that part shall be severable from the rest of these conditions.

Limitation of Liability

The liability of Creativeflooring.co.uk for any loss or damage of whatsoever nature and however caused, shall be limited to and in no circumstances shall exceed the price of the goods supplied.

Other information

Before you place an order it is important that you check the product specification to ensure that the chosen product is suitable for its intended purpose. If you are unsure about the suitability of any of the goods you have ordered then please telephone or email us for verification. It is difficult to get a true reflection of a colour/pattern from a computer screen and we would therefore recommend that a sample is obtained to gain a more accurate picture. Notwithstanding this, a small sample of any laminate flooring product is not necessarily representative of one whole tile/plank, or a group of planks, and can only ever offer a reasonable idea of what the fully fitted floor will look like.

The sale of sharps (knives, knife blades or any other sharp tools) can be made only to persons that are 18 years of age or above. In placing an order with us you are confirming that you are 18 years of age.

Privacy and security

The privacy of our customers is paramount, and it is therefore our policy to never to release your personal details to any third party for mailing or marketing purposes or any other reason. We realise how important it is to securely store any information that you provide, and therefore maintain the highest levels of security we can. Our website uses high-level Barclaycard SSL encryption technology, the most advanced security software currently available for online transactions. You can therefore remain comfortable that we take the privacy and security of your payment and personal details very seriously. Please contact us if you have any queries regarding your privacy or online security.All information gathered including any information given at the time of ordering is collected lawfully and in accordance with the Data Protection Act 1998.

Complaints

If, in the rare occurrence you have experienced one of the following; received the incorrect goods, the goods have arrived damaged or some goods missing, you wish to return goods, or have a complaint regarding the service you have received, then you have the right to complain, which we welcome to improve our service. To submit a complaint simply fill in the claims form which can be downloaded here. All complaints must be issued formally, either by email to ecomteam@hfloor.co.uk, or via post to the following address: Creative Flooring, Unit 10 Haverscroft Industrial Estate, New Road, Attleborough, Norfolk, NR17 1YE. The complaints team will then look into this for you and aim to respond within 48 hours of the complaint being received. Please note: in the case of damaged items, please ensure you supply photographic evidence of the extent of the damage, otherwise your claim may be rejected.
If you wish to issue a complaint, please complete the relevant form here: Claims Form PDF Download

Disclaimer

The information in this website is provided by creativeflooring.co.uk and whilst we try to keep the information up-to-date, is accurate only at the time of writing.
In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website.Through this website you are able to link to other websites which are not under the control of creativeflooring.co.uk. We have no control over the nature, content and availability of those sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them. Every effort is made to keep the website up and running smoothly. However, creativeflooring.co.uk takes no responsibility for, and will not be liable for, the website being temporarily unavailable due to technical issues beyond our control.

Copyright

This website and its content is copyright of creativeflooring.co.uk – © creativeflooring.co.uk 2010. All rights reserved.
Any redistribution or reproduction of part or all of the contents in any form is prohibited other than the following;
a) You may print or download to a local hard disk extracts for your personal and non-commercial use only, or
b) You may copy the content to individual third parties for their personal use, but only if you acknowledge the website as the source of the material.
You may not, except with our express written permission, distribute or commercially exploit the content. Nor may you transmit it or store it in any other website or other form of electronic retrieval system.