Terms & Conditions
Cancelling your Order
Before we have dispatched your order
If you wish to cancel your order before we have dispatched it, contact us by phone for a full refund (see Refunds). We normally dispatch orders quite quickly after they have been placed, so it's best to call us rather than emailing us in this case.
After we have dispatched your order
If you wish to cancel your order after it has been dispatched, you can do so up to 14 days after the date you receive your goods for a full refund (see Refunds). You will need to give us written cancellation notice via email or call us on 01256 841353. Goods must be returned to us in line with our Returns Policy below.
Our Returns Policy
Contact us by phone or email to notify us of your wish to return any goods to us.
Put the original order confirmation / delivery note inside the package (if this is not possible then you must include a slip with the order number so we can track the goods when they arrive).
Package the goods securely to ensure they are not damaged in transit. The packaging in which the item was sent should only be used for the return if it is in good condition and continues to offer adequate protection for the goods.
Address the goods to the following location: -
Creative Wood Floors
Unit 11 The Hassocks Wood Workshops
Items Damaged in Transit
We package your order as best we can to minimise damage during transit to you. You are of course entitled to receive your goods in perfect condition, but occasionally due to the nature of the products we supply, some damages can occur. These damages are usually limited to slightly dented tins with the product within remaining 100% useable. If you receive your goods in unusable condition (ie, product having been exposed to air, leaked profusely over and inside the packaging, ect) then please contact us within 7 working days to arrange a refund or replacement.
Items Received Incorrect
While unfortunate for both ourselves and our customers, mistakes in regards to dispatched goods received by the end customer can occur under certain circumstances. With this in mind, we ask all our customers to open and confirm the validity of any and all orders received into themselves within 48 hours of receipt of the package, in the event that you have recieved product that isn't as described or as originally ordered we strongly encourage for the customer to contact us via phone or email within this aforementioned timeframe.
As a result of following the previously mentioned process, this allows a reasonable amount of time for both ourselves at Creative Wood Floors, as well as for the recieving customer to open an applicable dialogue with the intention of resolving any incorrectly provided products that pertain to your order as quickly as possible.
Refunds can take up to 7 days to process. If you have returned goods to us, once we receive the said products back we will issue any refund due straight away, but this may take up to 7 working days to appear on your bank statement. Please note that any product returned must arrive to ourselves in re-sellable condition (see returns policy), in the event that this isn’t the case we will contact you on how to proceed.
Please note that any credit card fees paid at time of ordering are non-refundable. Refunds will only be made back to the credit/debit card, or PayPal account used for the original order, or the person/organisation named on any cheque payments for the original purchase. Refunds will not include any outbound delivery cost charged at the time of order unless the goods delivered were faulty, damaged or sent to you as a result of our error. Creative Wood Floors will only refund the cost of products returned in accordance with our Returns Policy.
Flooring Material Supply and Fitting Terms
For supply only all materials must be paid for in full.
If Creative Wood Floors are carrying out the supply and fitting service of your new floor then their will be a 25% deposit required and then the final balance will be due once completion of the work has been carried out to your own satisfaction. We endeavour to complete the work required within 2-3 weeks of the deposit being paid, however a deposit can be paid in advance for work to be completed at a later date with the approval of both Creative Wood Floors and you the customer.
As stated on all quotations, areas must be clear and dry and if sub-floors are uneven their will be additional charges incurred unless this is detailed out in the quotation. All materials remain the property of Creative Wood Floors until paid for in full. We Creative Wood Floors, guarantee any fitting work for 1 year and depending on the products supplied these can carry an additional manufacturer’s warranty which will vary on a case by case basis.