Terms & Conditions

Last updated: 01/10/2026

These Terms & Conditions govern purchases, sample requests, deliveries, collections, cancellations, returns and related services supplied by Homes and Floors Ltd, trading as Homes & Floors.

Please read these terms carefully before placing an order. Different provisions apply to consumers purchasing for personal use and business customers purchasing for trade or commercial purposes. Nothing in these terms excludes or limits any rights that cannot lawfully be excluded or limited.

1. Company Information

Homes and Floors Ltd is a company registered in England and Wales.

• Company registration number: 11762665
• VAT registration number: 323454227
• Website: https://www.homesandfloors.com/
• Registered office: Endeavour House, Coopers End Road, Stansted, CM24 1SJ
• Email: Sales@homesandfloors.com
• Telephone: 020 3858 0353 In these terms, “Homes & Floors”, “we”, “us” and “our” refer to Homes and Floors Ltd. “Customer”, “you” and “your” refer to the person or business purchasing goods or using our services. A “consumer” is an individual acting wholly or mainly outside their trade, business, craft or profession. A “trade customer” is a business or other customer purchasing wholly or mainly for business purposes.

2. Application and Acceptance of Terms

2.1. These terms apply to all orders placed through our website, by telephone, by email, through a showroom or by pro forma invoice, unless a separate written agreement expressly states otherwise.

2.2. By placing an order, you confirm that you have had the opportunity to read these terms and understand that they form part of the contract, subject to applicable law.

2.3. Where a customer is acting on behalf of a company or other organisation, that customer confirms that they have authority to place the order on its behalf.

2.4. Any variation to these terms must be expressly agreed in writing by an authorised representative of Homes & Floors.

2.5. If a provision of these terms is found to be unenforceable, the remaining provisions shall continue to apply to the extent permitted by law.

2.6. Where these terms conflict with mandatory statutory rights, those statutory rights shall prevail.

3. Products, Descriptions and Specifications

3.1. We make reasonable efforts to ensure that product descriptions, photographs, technical specifications, dimensions, pack quantities, finishes and prices are accurate at the time of publication.

3.2. Product photographs, room scenes, digital images, colour charts and illustrations are provided as a guide. Screen settings, lighting, photography and digital reproduction may affect the appearance of colours, textures and finishes.

3.3. Samples may help customers assess a product but may not represent every characteristic of the full production batch. This is particularly relevant to natural materials, including solid oak, engineered wood, stone and certain decorative tiles.

3.4. We recommend ordering a sample before committing to a full order wherever a sample is available. A sample is intended to help assess appearance and finish; it does not necessarily establish the exact appearance of every plank, board or tile in a subsequent delivery.

3.5. Natural wood products can vary in colour, grain, knots, mineral streaks, sapwood, figuring, texture and other characteristics. These variations may occur within the same batch and between different production batches.

3.6. Product grades, including Prime, Select, ABC, ABCD, Rustic, Character and other grading descriptions, may differ between manufacturers. A grade name is not, by itself, a universal or standardised guarantee of knot size, knot frequency, colour variation or the absence of natural features.

3.7. Product information will identify relevant grade characteristics and known limitations where reasonably available. Any characteristics specifically disclosed and agreed before purchase will be taken into account when assessing conformity with the contract, subject to statutory rights.

3.8. Manufacturers may make changes to packaging, branding or non-material product specifications. We will not substitute a materially different product or make a material change to agreed contractual specifications without the customer's agreement where required by law.

3.9. Customers should check all relevant technical specifications before ordering, including thickness, width, length, wear layer, finish, installation method, suitability for underfloor heating, moisture tolerance and recommended room conditions.

3.10. Unless expressly included in the order, products are supplied as goods only. Installation, preparation, adhesives, trims, underlay, levelling compounds, fitting accessories and other materials are not included unless stated on the quotation or invoice.

4. Natural Flooring Characteristics and Grading

4.1. Solid wood and engineered wood are natural products. Differences in grain, colour, knots, texture, sapwood and other natural features may be inherent to the selected product and grade.

4.2. Brushed, handscraped, distressed, smoked, stained, oiled, lacquered and other surface treatments may produce variations in appearance and texture.

4.3. Customers should refer to the product-specific grading description and any published tolerances before ordering. General descriptions of a grade should not be treated as a promise that every individual plank will be identical.

4.4. Natural variation does not automatically mean a product is defective. Equally, a natural-material description does not exempt goods from applicable statutory requirements concerning quality, description or conformity.

4.5. We recommend that customers and installers inspect the goods and assess the suitability of the delivered material before installation. Any concern should be raised promptly, and installation should be paused where a suspected problem could affect further materials.

Further reading, not part of these terms: Hardwood Flooring Grades Explained sets out what each Homes & Floors grade permits.

5. Pricing, VAT and Promotions

5.1. Unless expressly stated otherwise, website prices are displayed in pounds sterling and include VAT at the applicable rate.

5.2. Trade prices, wholesale prices and special quotations may be subject to separate conditions, eligibility requirements, minimum quantities or validity periods. B2B quotes are typically formatted with VAT displayed separately.

5.3. Delivery charges, accessorial services and other additional costs will be identified before the order is concluded, where required by law.

5.4. Prices and promotional offers may change without notice for future purchases. A change will not retrospectively alter an existing binding contract unless agreed or otherwise permitted by law.

5.5. Promotional codes, discounts and special offers cannot be combined unless expressly stated.

5.6. If a material pricing or listing error is identified before a contract is concluded, we may correct the information and invite the customer to place an order at the corrected price.

5.7. If an error is discovered after an order has been placed, we will contact the customer to explain the issue and discuss the available lawful options. We will not assume that a customer has agreed to an increased price without their consent.

5.8. Quotations are valid for the period stated on the quotation. If no period is stated, the quotation is subject to confirmation of availability and price before acceptance.

6. Orders and Contract Formation

6.1. Orders may be placed through our website or by an alternative method agreed with our sales team.

6.2. An order acknowledgement confirms receipt of an order and does not necessarily constitute acceptance.

6.3. A contract is formed when we accept the order, ordinarily by issuing an order confirmation or otherwise expressly confirming acceptance in writing. The confirmation may be subject to cleared payment where this is stated before the order is concluded.

6.4. Customers should check order confirmations, invoices, quantities, product references, dimensions, finishes, delivery addresses and delivery instructions immediately.

6.5. Any error should be reported as soon as possible. Once an order has been processed, allocated, cut, specially sourced or dispatched, amendments may not be possible or may incur reasonable costs where lawfully recoverable.

6.6. We reserve the right to decline or cancel an order before acceptance, for example where a product is unavailable, a listing contains a material error, payment cannot be authorised or we reasonably suspect fraudulent activity.

6.7. If we cannot fulfil an accepted order, we will notify the customer and provide any refund required by law. We will not retain payment for goods that we are unable to supply unless another lawful arrangement has been expressly agreed.

7. Payment

7.1. We accept the payment methods displayed on our website or expressly agreed for the relevant order, which may include debit cards, credit cards and bank transfers.

7.2. Orders paid by pro forma invoice must be paid in accordance with the payment instructions and any stated payment deadline.

7.3. Where cleared payment is required before procurement, allocation or dispatch, we are not obliged to proceed with those steps until the relevant payment has cleared.

7.4. Trade accounts offered on a pro forma basis require payment in full before the order proceeds, unless otherwise agreed in writing.

7.5. Customers must not withhold sums that are properly due under the contract except where entitled to do so by law or by an agreed contractual arrangement.

7.6. Nothing in this section restricts a customer's lawful rights to dispute a payment, raise a genuine complaint or exercise applicable statutory remedies.

8. Availability and Lead Times

8.1. Availability and delivery estimates depend on the product, warehouse, supplier, order quantity and delivery postcode.

8.2. Products described as in stock are subject to availability at the time the order is accepted and allocated.

8.3. Special-order, made-to-order, imported or supplier-direct products may have longer lead times. Any estimate supplied is not a guaranteed delivery date unless expressly agreed as such.

8.4. If we become aware of a material delay or an inability to supply, we will communicate the position and explain the available options.

8.5. Nothing in this section removes any statutory rights relating to agreed delivery dates, reasonable delivery periods or cancellation where applicable.

9. Delivery Services

9.1. Delivery options and estimated timeframes are displayed at checkout, on the relevant delivery information page or in the order confirmation.

9.2. Deliveries are ordinarily carried out by third-party pallet couriers or other carriers selected for the order.

9.3. Unless a different service is expressly agreed in writing, pallet delivery is a kerbside service. It does not include carrying goods inside a property, upstairs, through a building, into a garage or to a specific room.

9.4. Customers must ensure that the delivery address is accessible to the vehicle and delivery equipment used by the carrier. Any restrictions relating to vehicle size, parking, road access, gates, gradients, weight limits or unloading space should be disclosed before delivery is booked.

9.5. Customers must ensure that an appropriate person is available to receive the goods and that the delivery location is safe and suitable for unloading.

9.6. Drivers may decline to complete a delivery where access is unsafe, the location is unsuitable, or the requested handling falls outside the booked service.

9.7. Any additional services, including tail-lift delivery, restricted-access delivery, timed delivery, re-delivery or special handling, must be agreed in advance where available and may incur additional charges.

9.8. If a delivery fails because of incorrect address details, absence of an appropriate recipient, undisclosed access restrictions or other circumstances attributable to the customer, reasonable additional costs may be charged where permitted by law and the applicable delivery terms.

9.9. If a delivery cannot be completed for reasons attributable to the carrier or Homes & Floors, we will investigate the issue and arrange an appropriate solution.

10. Economy and Premium Delivery

10.1. Economy delivery is subject to the estimated timeframe displayed at checkout or on the applicable delivery information page.

10.2. Premium delivery is subject to the conditions, availability, order cut-off and delivery estimate stated at checkout.

10.3. Where a premium service is conditional on an order and cleared payment being completed by 12:00 noon, that condition must be satisfied for the stated service to apply.

10.4. A premium service does not guarantee a specific delivery date or time unless that guarantee is expressly stated in the order confirmation.

10.5. Delivery estimates may be affected by circumstances such as severe weather, traffic disruption, vehicle breakdowns, supplier delays and other events outside reasonable control.

10.6. We will not rely on this section to avoid a refund, cancellation or other remedy that the customer is legally entitled to receive.

11. Receiving and Inspecting Deliveries

11.1. Customers should inspect the delivery packaging, pallet and accessible goods on arrival, without unreasonably delaying the driver.

11.2. Customers should check, where reasonably possible, that the delivery corresponds with the order and that the number of packages or boxes appears correct.

11.3. Any visible damage, shortage or discrepancy should be recorded on the carrier's delivery paperwork or electronic proof of delivery where possible. Photographs of the packaging, pallet, labels and affected goods should also be taken.

11.4. If the packaging or pallet is visibly damaged, customers should record the damage before signing, where the carrier permits this, and notify Homes & Floors promptly.

11.5. A signature acknowledging delivery does not necessarily confirm that goods are free from concealed defects or waive any statutory rights.

11.6. If a shortage, damage or other issue is discovered after delivery, customers should contact us promptly so that we can investigate and preserve relevant evidence.

11.7. Customers should keep packaging, labels and affected materials where reasonably practicable until the issue has been investigated.

12. Storage, Handling and Installation

12.1. Flooring and tiles should be stored, handled and installed in accordance with the manufacturer's instructions and any product-specific technical guidance.

12.2. Goods should be stored in an appropriate, secure and dry environment, protected from water ingress, extreme temperatures, excessive humidity and other conditions that could cause damage.

12.3. Customers and installers should verify that the subfloor, moisture levels, ambient conditions, underfloor heating arrangements and installation method are suitable for the selected product.

12.4. Where required by the manufacturer, the goods must be acclimatised or conditioned before installation. Customers should follow the specific instructions for the product concerned rather than assume that one acclimatisation period applies to all flooring.

12.5. Before installation, the customer or installer should inspect the product, including visible surfaces, dimensions, finish, grading and apparent suitability for the intended project.

12.6. Installation should not proceed where a suspected defect, damage, shortage, incorrect product or material discrepancy could affect the completed floor.

12.7. We recommend that customers retain representative labels, batch references and photographs of the delivered product.

12.8. Unless expressly agreed in writing, Homes & Floors does not provide installation services or undertake responsibility for the installation work performed by independent fitters or contractors.

12.9. Nothing in this section excludes liability where Homes & Floors is legally responsible for a defect or other failure to meet the contract.

13. Quantities, Pack Sizes and Cutting Allowances

13.1. Flooring and tiles are generally sold by the square metre, pack, box, unit or other quantity stated in the product listing or quotation.

13.2. Pack quantities and dimensions may differ between products and manufacturers. Customers should check the stated coverage per pack and the total quantity required.

13.3. Customers should allow for appropriate cutting waste, pattern matching, room layout, installation method and future replacement requirements when calculating quantities. The appropriate allowance depends on the project and should be confirmed with the installer.

13.4. We may supply whole packs where this is required by the product or stated at the time of ordering.

13.5. If an order is placed for an incorrect quantity by the customer, any subsequent amendment or return will be dealt with under the applicable cancellation and returns provisions.

13.6. Nothing in this section permits us to supply a materially different quantity from that agreed in the contract without the customer's agreement or an appropriate remedy where required by law.

14. Samples

14.1. Samples are supplied to assist customers in assessing a product's appearance and finish.

14.2. Samples may be cut from different boards, production batches or representative materials and may not show the full natural variation present in the delivered goods.

14.3. The availability, price and delivery arrangements for samples will be stated on the website or confirmed when the request is made.

14.4. Sample orders are subject to the product-specific terms displayed at the time of purchase.

14.5. Where a sample is purchased online, applicable statutory cancellation rights will be honoured unless a lawful exception applies.

15. Cancellations Before Dispatch

15.1. Customers who wish to cancel an order should contact Homes & Floors as soon as possible, quoting the order number and relevant product details.

15.2. Before a contract has been concluded, a customer may withdraw their offer to purchase without incurring contractual cancellation charges, subject to any applicable law.

15.3. Once an order has been accepted, cancellation is subject to the contract and any applicable statutory rights.

15.4. Where cancellation is requested outside a statutory cancellation right, reasonable and evidenced costs already incurred may be recoverable where permitted by law and the agreed terms. Such costs may include non-recoverable supplier charges, bespoke production costs, handling costs or transport charges already incurred.

15.5. We will not impose an automatic cancellation charge that is unlawful, unfair or disproportionate to the loss or costs properly recoverable.

15.6. If goods have already been dispatched, delivered or specially produced, additional provisions concerning delivery, return transport and the nature of the goods may apply.

15.7. Customers purchasing as consumers retain any statutory cancellation rights that apply to their order, irrespective of whether procurement or dispatch arrangements have begun.

15.8. Bespoke or made-to-measure goods: Where goods are manufactured, cut, finished or otherwise produced to the customer's specific measurements, requirements or personalisation, the order may not be cancellable once production has started, and statutory consumer cancellation rights may not apply where the legal exemption for goods made to the consumer's specifications or clearly personalised applies. We will explain any applicable restriction before the order is placed. Special-order goods sourced from a supplier: Goods ordered specially from a manufacturer or supplier, or goods not normally held in stock, are not automatically exempt from statutory consumer cancellation rights. If a customer seeks to cancel an accepted special order and no statutory cancellation right applies, cancellation may be subject to our written agreement and to reasonable, evidenced, non-recoverable costs properly incurred, where permitted by law and the contract. Business customers: For trade and other business customers, bespoke and special orders may be non-cancellable once the order has been accepted or production, cutting, finishing or procurement has begun, to the extent stated in the written quotation, order confirmation or agreed trade terms. Any cancellation charges must be disclosed and agreed in writing and must have a lawful contractual basis. Nothing in this clause excludes or limits a customer's rights or remedies in relation to goods that are faulty, damaged, misdescribed or otherwise non-conforming, or any other rights that cannot lawfully be excluded.

16. Consumer Cancellation Rights for Online Orders

16.1. Where a consumer enters into an eligible distance contract, including an online purchase, the consumer will ordinarily have a statutory right to cancel within 14 days after receiving the goods.

16.2. The cancellation period and any exceptions will be determined by the applicable legislation and the circumstances of the contract.

16.3. To exercise a statutory cancellation right, the consumer must communicate a clear decision to cancel. The consumer is not required to use a particular form unless otherwise permitted by law, although we may provide a cancellation form for convenience.

16.4. Where a statutory cancellation right applies, the consumer must return the goods within the applicable legal period.

16.5. The consumer may be responsible for the direct cost of returning goods following statutory cancellation where the law permits this and the required information about return costs was provided before the contract was concluded.

16.6. Where goods cannot ordinarily be returned by post because of their nature, the applicable legal rules concerning return or collection costs will apply. We will provide the relevant information before purchase where required.

16.7. We may make a lawful deduction for diminished value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods, where the applicable legal conditions are satisfied.

16.8. We will not impose a standard restocking fee on a consumer exercising a statutory cancellation right where that fee is prohibited by law.

16.9. Statutory cancellation rights do not generally apply to goods made to the consumer's specifications or clearly personalised, subject to the exact statutory conditions. The fact that a product is ordered from a supplier, is not held in stock or is described as a special order does not, by itself, remove statutory cancellation rights.

16.10. We will process refunds within the applicable legal timeframe and in accordance with the statutory requirements governing refunds, original payment methods and return of goods.

17. Voluntary Returns Outside Statutory Cancellation Rights

17.1. In addition to statutory rights, Homes & Floors may agree to accept returns of unwanted goods at its discretion.

17.2. Unless otherwise agreed in writing, requests for voluntary returns should be submitted within 28 days of delivery.

17.3. A voluntary return is subject to our written authorisation and confirmation of the return arrangements.

17.4. Unless otherwise agreed, goods must be unused, uninstalled, complete and in resalable condition, with the original packaging and labels intact.

17.5. Where a voluntary return is agreed outside statutory cancellation rights, a restocking fee of up to 25% of the price of the returned goods may apply if this has been disclosed and agreed before the return is accepted. The fee must be applied fairly and consistently with applicable law.

17.6. The customer may also be responsible for reasonable return transport costs where these have been disclosed and agreed or are otherwise lawfully recoverable.

17.7. Goods that have been cut, altered, mixed with other materials, installed, damaged after delivery or rendered unsuitable for resale may not qualify for a voluntary return.

17.8. Any decision to refuse a voluntary return does not affect statutory rights relating to faulty, misdescribed or otherwise non-conforming goods.

17.9. Where a consumer is exercising a statutory right, this section will not be used to impose conditions that unlawfully restrict that right.

17.10. Business-to-business (B2B) returns: For trade and other business customers, a restocking fee may apply to returns of non-faulty goods where the return is accepted by Homes & Floors. Any applicable fee, including its amount or calculation, will be confirmed in writing before the return is authorised. The customer may also be responsible for

return transport and other reasonable, disclosed costs where agreed or otherwise lawfully recoverable. This provision does not apply where goods are faulty, damaged, misdescribed or otherwise non-conforming, and does not exclude any rights that cannot lawfully be excluded.

18. Return Authorisation and Return Transport

18.1. Customers must contact Homes & Floors before arranging the return of goods.

18.2. Return instructions, the return address and any required reference number will be provided once the return has been authorised.

18.3. Customers should not send goods to an unconfirmed address or arrange a collection without first agreeing the arrangements with us.

18.4. Where the customer is responsible for return transport, the goods must be packaged and secured appropriately to prevent damage during transit.

18.5. Responsibility for the cost and risk of return transport will be determined by the applicable statutory rights, the agreed return terms and the circumstances of the return.

18.6. Where we arrange collection, the customer must make the goods available at the agreed location and time and comply with reasonable collection instructions.

18.7. Returned goods will be checked on receipt. Any proposed deduction or charge must have a lawful basis and will be explained to the customer.

19. Damaged, Faulty or Incorrect Goods

19.1. If goods arrive damaged, appear defective, are incorrect or do not correspond with the order, customers should contact Homes & Floors promptly.

19.2. We request notification within seven days of delivery for visible damage, shortages or discrepancies, and within seven days of discovering a suspected defect where reasonably practicable. These reporting periods are intended to help us investigate and coordinate with carriers and suppliers; they do not remove or shorten any statutory rights.

19.3. Customers should provide their order number, a description of the issue and, where reasonably available, photographs or videos showing the goods, packaging, product labels and affected areas.

19.4. We may request further information or a reasonable opportunity to inspect the goods so that we can establish the nature and likely cause of the issue.

19.5. Customers should preserve affected goods and avoid further handling or installation where doing so could worsen the problem or compromise an investigation.

19.6. Where goods are faulty, damaged before the relevant risk passed to the customer, misdescribed or otherwise fail to conform to the contract, the customer's remedies will be determined by applicable law.

19.7. Depending on the circumstances and applicable law, remedies may include repair, replacement, a price reduction, rejection, refund or other appropriate resolution.

19.8. Nothing in these terms requires a consumer to obtain an independent report at their own expense as a precondition to exercising a statutory right.

20. Installation Complaints and Independent Inspections

20.1. Where a complaint concerns flooring or tiles that have been installed, it may be necessary to distinguish a product issue from issues arising from storage, subfloor preparation, moisture, acclimatisation, installation, maintenance or environmental conditions.

20.2. Customers should notify Homes & Floors as soon as possible after discovering the issue and, where practicable, before further installation or remedial work is undertaken.

20.3. We may request photographs, installation records, batch details, maintenance information and relevant technical information from the installer.

20.4. Where the cause of the issue remains disputed, an independent flooring inspector or other suitably qualified specialist may be recommended or agreed by the parties.

20.5. Any inspection should be proportionate to the issue and conducted by a suitably qualified person. The parties should agree the scope, appointment arrangements and allocation of reasonable inspection costs in advance wherever practicable.

20.6. The findings of an independent inspector may assist in determining the cause of the issue but will not automatically be conclusive or remove any legal rights.

20.7. A consumer's statutory remedies will not be made conditional on obtaining an inspection report where such a condition would be unlawful.

20.8. Customers should not dispose of or irreversibly alter affected goods before a reasonable opportunity to investigate has been provided, except where urgent action is reasonably necessary to prevent injury or further damage.

21. Claims Relating to Installed Flooring

21.1. Flooring and tiles should be inspected before installation. If a potential defect or discrepancy is identified, the affected material should not be installed until the concern has been investigated.

21.2. Where a problem becomes apparent during installation, the installer should pause work in the affected area and notify the customer and Homes & Floors promptly.

21.3. Continuing installation after becoming aware of a suspected issue may make it more difficult to establish the cause, extent and appropriate remedy. This will be considered alongside the evidence and applicable law.

21.4. We will assess any claim in light of the product description, agreed specification, photographs, inspection findings, installation conditions and relevant technical guidance.

21.5. We will not automatically reject a claim solely because some goods have been installed. Equally, the fact that goods have been installed does not automatically establish that the product was defective or that every associated cost is recoverable.

21.6. The extent of any remedy or compensation will depend on the facts, the contract and applicable law, including any rules governing foreseeable loss, causation and mitigation.

22. Refunds

22.1. Refunds will be processed in accordance with the applicable statutory rights and the agreed terms governing the particular return or cancellation.

22.2. Where a return is subject to inspection, we will carry out the inspection within a reasonable period.

22.3. For statutory consumer cancellations, the timing of the refund will be governed by applicable law, including any rules linking reimbursement to receipt of the returned goods or evidence that they have been sent back.

22.4. Where a refund is due for faulty or non-conforming goods, it will be handled in accordance with the applicable statutory remedy.

22.5. Where a voluntary return is accepted outside statutory rights, the refund will be calculated in accordance with the agreed return conditions and any lawful, disclosed deductions.

22.6. We will ordinarily refund through the original payment method unless another method is lawfully agreed.

22.7. We will not apply deductions or fees that are prohibited by law.

23. Trade and Business Customers

23.1. This section applies where the customer purchases wholly or mainly for business purposes.

23.2. Trade customers are responsible for checking quotations, product references, quantities, dimensions, specifications, delivery arrangements and project requirements before confirming an order.

23.3. Unless otherwise agreed, trade orders are supplied on a pro forma basis and must be paid in full before dispatch or procurement as stated on the invoice.

23.4. Any agreed trade-specific terms, including minimum quantities, lead times, cancellation arrangements or bespoke specifications, should be recorded in writing.

23.5. Trade customers should inspect goods promptly upon delivery and notify us of shortages, transit damage, incorrect items or suspected defects as soon as reasonably practicable.

23.6. For trade customers, any contractual notification period or return condition will apply only to the extent that it is expressly agreed, legally enforceable and consistent with any applicable mandatory law.

23.7. Unless expressly agreed in writing, trade customers are responsible for confirming the suitability of the selected product for their project and for obtaining appropriate installation advice.

23.8. Trade customers must not represent manufacturer warranties, technical approvals or product characteristics as having been guaranteed by Homes & Floors unless those representations are expressly supported by the relevant product documentation or written agreement.

23.9. Any voluntary return of non-faulty trade goods requires written approval from Homes & Floors. A restocking fee may apply; the amount or calculation, together with return transport arrangements and any other applicable costs, will be confirmed in writing before the return is authorised.

23.10. Nothing in this section excludes liability where exclusion is prohibited by law, including any liability that cannot lawfully be excluded or restricted.

24. Third-Party Manufacturers and Warranties

24.1. Some goods are manufactured, imported or distributed by third parties.

24.2. Where a manufacturer provides a product warranty, its terms, duration, scope and exclusions will be determined by the applicable warranty documentation.

24.3. Customers should retain relevant invoices, product labels, batch references and warranty documentation.

24.4. We may assist customers in contacting a manufacturer or supplier where this is appropriate.

24.5. A manufacturer warranty is additional to, and does not replace or remove, any statutory rights the customer may have against Homes & Floors.

25. Limitation of Liability

25.1. Nothing in these terms excludes or limits liability where exclusion or limitation is prohibited by law.

25.2. In particular, nothing in these terms limits a consumer's statutory rights or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any other liability that cannot lawfully be excluded.

25.3. For business customers, and to the extent permitted by law, Homes & Floors will not be liable for indirect or consequential losses that were not reasonably foreseeable when the contract was formed.

25.4. For business customers, any limitation of liability must be interpreted in accordance with applicable law and the circumstances of the contract. No limitation will apply where it is legally ineffective.

25.5. Customers should take reasonable steps to mitigate avoidable losses, including pausing installation where a suspected product issue could cause further damage.

25.6. Nothing in this section creates an automatic entitlement to compensation for installation costs, contractor charges, accommodation, project delays or other consequential expenses. Any such claim will be assessed according to the contract, the evidence, causation, foreseeability and applicable law.

26. Events Outside Our Reasonable Control

26.1. We will not be responsible for delays caused by events genuinely outside our reasonable control, which may include severe weather, natural disasters, significant transport disruption, industrial action, supplier shutdowns or government restrictions.

26.2. Where such an event affects an order, we will take reasonable steps to inform the customer and minimise the impact.

26.3. This section does not permit us to retain payment or refuse cancellation or other remedies where the customer is legally entitled to them.

27. Complaints and Dispute Resolution

27.1. Customers should raise complaints by email or through our published customer service channels, quoting the order number and providing a clear description of the issue.

27.2. We will review the available information and may request further evidence or an opportunity to inspect the goods.

27.3. We aim to resolve complaints fairly and within a reasonable timeframe.

27.4. Where a complaint concerns product suitability, installation or a technical issue, we may seek information from the manufacturer, installer or an independent specialist.

27.5. Nothing in this section prevents a customer from exercising statutory rights, contacting an appropriate advice service or pursuing a lawful claim.

28. Privacy and Customer Information

28.1. Personal information is handled in accordance with our Privacy Policy and applicable data protection law.

28.2. Customers should refer to our Privacy Policy for details of how personal information is collected, used, stored and shared in connection with orders, deliveries, payments and customer service.

29. Governing Law and Jurisdiction

29.1. These terms are governed by the laws of England and Wales, subject to any mandatory legal provisions that apply to the customer.

29.2. Any dispute will be dealt with by the courts having jurisdiction under the applicable law.

29.3. Nothing in this section deprives a consumer of any mandatory protection or right to bring proceedings in a court where the law permits.

30. General

30.1. These terms should be read alongside the relevant product description, quotation, order confirmation, delivery information and any applicable written agreement.

30.2. Where a product-specific term or written agreement expressly varies these terms, the variation will apply to the extent that it has been validly agreed.

30.3. A failure or delay by Homes & Floors in enforcing a provision does not automatically amount to a waiver of that provision.

30.4. The headings in these terms are provided for convenience and do not affect their interpretation.

30.5. The version of these terms applicable to an order will ordinarily be the version incorporated into the contract when the order was accepted, subject to any subsequent variation validly agreed between the parties and applicable law.

Homes and Floors Ltd · www.homesandfloors.com