Terms & Conditions
Buying Online Only products and services from exenflooring.co.uk;
These are the Terms and Conditions which apply when buying online from exenflooring.co.uk. They should be read in conjunction with the 'Use of Website' Terms and Conditions and our Privacy Policy. We reserve the right, at our discretion, to update and/or revise these Terms and Conditions.
If you have any questions relating to these Terms and Conditions please contact our Customer Services team via email. The contact details can be found here.
Your rights:
it is our responsibility to supply you with goods and services which meet your consumer rights. If you have any concerns that we have not met our legal obligations, please contact us via email above. If you are unclear about your rights or require advice, you can contact Citizens Advice Consumer Service on 0345 404 0506 or online.
Your Contract:
You are the customer. You agree to purchase goods and / or services from exenflooring.co.uk subject to these Terms and Conditions, the ‘Use of Website’ terms and conditions and our Privacy Policy which will apply to all transactions using our Online Only service. Exen Flooring Ltd reserves the right to alter or withdraw this ‘Online Only service at any time, to refuse the service to any customer and to amend these Terms and Conditions. Any such changes will take effect when posted on the website and it is your responsibility to read the terms and conditions on each occasion you use this website.
You must be 18 years or over to use the “Online Only” service. By using this service you agree that the details provided by you, at any time, are correct and complete. You must inform us immediately of any changes to the information that you provided at the point of order.
You must give us your real name, address, phone number, email address and any other details that we may require to process your order.
Your email address is essential in order for us to be able to supply you with important information such as order confirmations, and changes to the service. By using our “Online Only” service, you accept that your email address may be used to supply you with such information. By using exenflooring.co.uk, you acknowledge that you have read and understood our Privacy Policy.
These Terms and Conditions govern the supply by us of any product ordered by you, whether via the exenflooring.co.uk website or by telephone or other means.
Payment for “Online Only” products ordered via the website will be taken immediately and your order will be reviewed and confirmed with you by a Customer Service Adviser. You will be invited to enter your payment details via a secure payment method. Upon receipt of your order confirmation, you should check the details contained therein carefully including these terms and conditions and if you have any queries please raise these immediately using the email quoted above. Payment for items which are added to your order will be taken via an alternate method such as via a credit card payment over the phone.
Ordering:
Payment
Online payments may be made by debit or credit card. Payment using a debit or credit card is taken at the time you place your order and is processed using an independent company’s secure payment processing system. We do not see, or have access to, any of your payment card information.
Measurements & Tolerances
When you place your online order, you are inviting us to enter 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 acknowledgment 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 acknowledgment 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).
You are responsible for all measurements used when calculating the appropriate amount of flooring to be ordered. If you have provided your own measurements, you are responsible for these being accurate and Carpetright accepts no liability if the floorcovering does not fit. Therefore, please make sure that these are correct at the time of ordering to avoid any issues upon delivery or when the floorcovering is fitted.
Smooth flooring such as laminate, luxury vinyl tiles and engineered flooring is purchased per square metre but supplied by the box. The relevant pack size will be available to view on the website and a flooring calculator may be available to assist you to provide a guide price based on the square meterage which has been entered into the calculator tool. When estimating appropriate floor coverage for your installation, a tolerance of up to 10% (rounded up to the nearest box) will be added to your order to allow for colour matching between boxes and wastage during fitting. This is for guidance only but you are responsible for the final amount ordered. Exen Flooring Ltd. is not responsible for any overages or shortages for incorrect measurements or order quantities placed which have been supplied to us.
If you have a surplus box or two after fitting, we suggest these be stored on a flat dry surface for future use. These are often useful to be kept should an accident occur enabling you to swap a couple of planks or tiles. Only unopened boxes with the manufacturer's original packaging in its original state will be accepted should you wish to return part of your order. This will be refunded at the original order value and does not constituent a cancellation of your order. If you wish to return a small number of items, please contact customer services by info@exenflooring.co.uk A collection charge which matches the value of the delivery charge originally paid will also be chargeable. If a subsequent order is placed due to a short measure, we cannot promise this will be supplied from the same batch as that previously supplied.
Ordering from Samples
A sample service is available across all 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. 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 from which the design has been taken. We believe this enhances the natural look and overall appearance of our floors.
Delivery
General Information about Delivery
Standard delivery times quoted can only be used as a guide and provided at the time of order. Your order confirmation is subject to sufficient stock being available by the manufacturer at the time your order is placed by us. Delivery times may increase around holidays and peak shipping periods. Our 3rd party carrier will endeavour to deliver your goods over the threshold of your property when social distancing rules apply. When social distancing rules do not apply, goods will be delivered to a downstairs room of choice.
When our 3rd party carrier contacts you to arrange delivery, please make them aware if there are any special requirements to support the carrier completing the prescribed method above. If you have alternative delivery requirements, please contact us prior to dispatch of your order. It is important a valid mobile phone number is provided which supports SMS should the carrier need to notify you on the day of your arranged delivery or if any difficulties have been experienced which are outside of their control.
If you require your order to be shipped to an alternative address to the billing address, please specify this during the order process. Although we will make every effort to amend or change delivery addresses after the order has been placed, we cannot be held responsible for late deliveries if the address is changed or an incorrect address has been specified during the order confirmation process. If the ordered goods require collection and re-delivery to an alternative address, further delivery costs will be incurred and will need to be paid for prior to the onward transportation of the goods. We reserve the right to deduct any such fees from any refund given should the order be subsequently cancelled.
Some of the products ordered may be fragile in nature and whilst care will be taken to ensure these goods arrive in good condition, this may be completed using a palletised delivery. London Home Repari nor the 3rd party carrier will be responsible for the disposal nor any costs incurred in the removal of such items provided to protect your goods during transit.
Delivery Times and Delivery Delays:
Our carrier will make every effort to deliver on the date requested by the customer, however, Exen Flooring Ldt. cannot be held liable for late delivery if this is caused by circumstances outside of our control.
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 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.
Where a delivery fails due to non-attendance of the customer or the receiver being absent, notification will be sent and you will be contacted to attempt re-delivery. Goods will not be left in an area which is unattended and will be returned to the 3rd party courier’s premises until a new delivery date has been confirmed.
We would recommend 3rd party contractors (such as fitters) are not booked to complete your installation until you have received your order in full and taken an acclimatisation period into account. We also recommend that all goods are inspected by the customer prior to installation, to ensure the customer is satisfied with the quality of the product. This also helps the customer with any 3rd party contractor disputes that may arise due to incorrect or improper installation or damage of the product when being fitted.
Restricted Access:
We must be informed at the time of order of any restrictions which may exist to access or difficulties which may affect the successful completion of the delivery of your flooring. This will help us prevent delays and costs for aborted deliveries.
UK Mainland excluding Northern Ireland:
We currently only offer a delivery service to south London. A service may be available on products across London but a surcharge will apply. Details are available on request.
Collections:
We are not able to offer a collection service from our third-party carrier nor from any Exen Flooring Ltd. stores or satellite warehouses in relation to “Online Only” products.
Refusal of Goods:
If goods are refused whilst delivery is being attempted, the goods will be returned to the carrier’s premises. We will get in touch with you to ascertain the reason for refusal and whether a subsequent delivery date can be agreed upon. We reserve the right to apply a surcharge for a second delivery attempt and will request all costs are settled in advance of any agreed delivery dates.
It is the customers responsibility to ensure they are available to take delivery of the goods at the specified time. A cancellation fee, based on any costs incurred by Exen Flooring Ltd, will be chargeable if such a request is received outside the statutory 14 day cancellation period.
Fitting (floor coverings)
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 will accept conditions of fitting when you order fitting / floor coverings services via exenflooring.co.uk. in which case you must pay fitting cost while you are ordering. Upon completion of fitting each room is done on each occasion you must check and confirm that you received your service as requested. When our fitter leaves your place by completing his/her work, we will accept that you confirmed the fitting / floor coverings implementations in your home / place.
The charges quoted are for the products shown on the order only. If you require additional fitting services these can be agreed with the fitter in advance and quoted for separately.
Door trimming
Doors may need to be trimmed to allow clearance depending upon the depth of your chosen floorcovering. 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 which Exen Flooring LTD 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 you order via exenflooring.co.uk 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 floorcovering 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 exenflooring.co.uk 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.
Your fitters will move up to five pieces of empty furniture from your room. This does not include white or electrical goods, pianos, antiques, or items over 4ft in height. Please ensure that these items contents are cleared prior to the fitting date to avoid any delays or inconvenience with your fitting.
We expect self-employed floor coverings 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 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 is especially vulnerable and should be allowed to fully dry. A minimum of two weeks is recommended. Neither Exen Flooring LTD. nor any fitter undertake to carry out any redecoration, except where damage has been caused by that person’s negligence.
Subfloor
Our home flooring surveyor and subfloor preparation
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 a Exen Flooring LTD 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 floor coverings prior to inspection. Following 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.
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 floorcovering 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 carry out a survey, please see above.
Cancelling Your Order:
You have a right to cancel your order (prior to shipment) for any “Online Only” products purchased on this website, for a full refund.
Cancellations and alterations cannot be accepted once the material has been cut. Cancellations will not be accepted unless in writing. Specials which are made to order cannot be cancelled once production or implementation has been started.
You have 14 statutory days starting from the first working day after you have received your order to cancel and return all products for a full refund unless there is one of the above reasons. However, the customer must contact us to arrange collection via our preferred carrier and the products must be unused and in the original packing. A collection charge which matches the value of the delivery charge originally paid will also be chargeable. If any boxes have been opened or the product is returned and you do not have the original packaging, this will be deemed as acceptance of goods and we will accept or decline the return at our discretion. To cancel your order please contact our Customer Services team via Contact Us
Any unpaid carrier charges will be deducted from your refund (see ‘Cancelling Your Order’ above). If you refuse to accept delivery of your order for any other reason than the product being damaged in transit, you are liable for return carrier charges incurred by your refusal.
If it is found that any of the larger products upon delivery will not fit through any doors or stairwells and the product is subsequently returned or refused, you are responsible for all return carrier costs. We would therefore recommend that you ensure the product will fit and can be transported to its ground floor point of delivery easily.
All goods must be checked prior to cutting. Claims may not be accepted if goods are cut or fitted. Complaints arising from poor fitting cannot be accepted. Claims cannot be inspected until an official claims form has been completed and emailed back. Goods cannot be returned without the consent of the manufacturer. Any goods sold with prior knowledge of faults cannot be considered for complaint. Any cost incurred due to the replacing of faulty goods will not be accepted for claim. If goods require replacing claims will only be honoured up to the cost of the original product.
Unless fitting and floorcovering services are not cancelled 48 hours ago before fitting or implementation appointment, received payments will not be refunded. If fitting and implementation appointment cancelled before 48 hours ago before planned time 50% of amount in total will be refund. When the order is cancelled from ordered time onwards up to 24 hours, it will be full refund in 2 weeks.
General Provisions
Product Warranties
Warranties are only applicable for the original purchaser, and a receipt of purchase must be provided. Any damage, except accidental damage during transit, occurring during the fitting or which has occurred due to negligence, malice, removal, fire, water damage and similar events will void the warranty. Similarly, damage or marks which have appeared following the use of an unsuitable chemical product or improper cleaning method, are not covered by the warranty. If your flooring is agreed to be replaced, Exen Flooring Ltd will deliver, to the exclusion of other demands, an equivalent product chosen from the “Online Only” product range and collect the defective product (which must be uplifted and in a fit state for transportation). Other costs incurred during the replacement of the new flooring will not be covered. In the event of a disagreement, an independent expert will be appointed to inspect the flooring in situ. Statutory rights are not affected.
Service Warranties
Damage in Transit / Shortages
If you believe your goods are damaged, these must be reported at the delivery time at your place to the delivery company’s staff. If these are noted at the time of delivery, this should be pointed out to the delivery driver and they should be asked to make a note of this and take pictorial evidence to confirm this.
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.
We do not deliver products ourselves; we 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
Problems With Your Order
Whilst our third-party carriers will do what they can to prevent damage in transit, this can sometimes occur or issues may arise to prevent delivery of your order that are out of our control. We cannot accept any liability for time or financial loss as a result of, for example but not limited to; cancellation costs of a fitter booking, loss of holiday etc.
These provisions made are by your choice and at your discretion but do not affect your statutory rights. We would also advise all customers to check their order in full prior to arranging any additional services or aforementioned costs, as we cannot be held liable for additional costs incurred. If your order is found to be incorrect on delivery or inspection, we will however arrange for a replacement item or refund for any incorrect items at no additional cost to you.
Price Promise and Quote Matching
Our price promise is available on fully fitted carpet products only, and not valid on our “Online Only” online only products.
Product Naming Conventions
It is the policy of Exen Flooring Ltd to change the name of all products to ensure each has a unique name within our product ranges. Your product will be ordered and will arrive directly from the manufacturer (via our 3rd party carrier) using the manufacturer’s packaging. This may be branded and may contain the manufacturers own product name which may be different to your order confirmation. This method of amending product names is a standard industry practice but should you wish to check the correct items have been delivered, please contact our Customer Services team.
Advice on suitability, fitting and following manufacturers fitting guidelines & acclimatisation
If a member of Exen Flooring Ltd is asked to provide advice on the suitability of products or regarding installation, this will only be offered as general advice and should not be relied upon for a specific individual’s property. We do not currently offer a fully fitted service for ‘Online Only’ products and our representatives will not provide the inspection deemed for advice which can therefore be relied upon. We would suggest that our fitting expert inspects your subfloor and existing floor covering before purchasing these products if you are unsure about their suitability.
We would advise our professional and competent fitter or you will find from outside of us be contracted to fit your flooring to provide you with the best finish. Whether a 3rd party is employed to complete the installation or you install the product yourself, please ensure the supplier’s own fitting and maintenance instructions are carefully followed to prevent swelling of the joints or other expansion problems including acclimatisation and to ensure the warranty is not invalidated. Laminate flooring will be affected by moisture and wet mopping is therefore not recommended.
These terms and conditions are effective from 1st March 2023.
