CUSTOMER INFORMATION & TERMS AND CONDITIONS
Summary (Plain English)
All delivery and fitting dates are estimates and may change due to supplier delays.
A minimum 70% deposit is required before goods are ordered.
Full payment must be made at least 24 hours before fitting.
Rooms must be cleared and floors properly prepared before installation. If you would like us to do this for you, please let our team know and we can add this to your estimate.
We are responsible for fitting carried out as part of your order, but not for issues outside our control (e.g. subfloor condition).
Some products may vary slightly in colour or texture.
1. Orders & Payment
A minimum deposit of 70% is required before goods are ordered or cut. This is due to materials being specifically sourced or prepared for your order.
Full payment must be made no later than 24 hours prior to the agreed fitting or delivery date. Failure to do so may result in rescheduling and additional charges.
We accept payment by credit/debit card, bank transfer, or cash. Cheques are not accepted. Option to pay via Pay Pal with 3 installments at 0% interest. Please ask the team for details.
Orders for bespoke or non-stock items may not be cancelled once placed, except in accordance with your statutory rights.
All products remain property of CFH until payment made in full.
2. Delivery & Fitting Dates
All delivery and fitting dates are estimates provided in good faith. Delays may occur due to factors outside our control, including supplier delays or stock availability.
We will always aim to keep you informed and offer alternative products where possible. We are not responsible for delays caused by third-party suppliers or circumstances beyond our reasonable control.
3. Colour & Product Variation
Whilst every effort is made to ensure consistency, slight variations in colour, texture, or finish may occur between samples and delivered products, including between different rolls of carpet.
These variations are a natural characteristic of the materials and are not considered faults.
4. Fitting Service
Where fitting is arranged as part of your order, Cornwall Flooring and Home Co. is responsible for ensuring the service is carried out with reasonable care and skill in accordance with the Consumer Rights Act 2015.
We may use approved subcontractors to carry out installation work on our behalf.
We are not responsible for issues arising from:
Poor subfloor condition
Inadequate preparation
Pre-existing damage or structural issues
A 1-year fitting guarantee applies where we have supplied both the materials and arranged installation.
5. Preparation for Installation
Unless agreed in writing, the customer is responsible for ensuring all areas are fully prepared prior to installation.
This includes:
Floors being level, dry, and structurally sound
Loose boards secured
Suitable subfloor preparation completed
We can only install flooring based on the condition of the subfloor as presented and are not responsible for issues arising from inadequate preparation, however we have a capable team that can quote for this service, please advise if you would like us to undertake this work for you.
6. Furniture & Appliances
Rooms must be cleared of all furniture, appliances, and personal belongings before installation unless otherwise agreed.
We do not disconnect or reconnect electrical, gas, or water appliances.
If items are not removed, this may result in delays or additional charges.
Customers are responsible for removing fragile or valuable items prior to installation.
7. Additional Work
Additional services such as door trimming, subfloor preparation, or waste removal are not included unless specified in your quotation.
Any work agreed directly between the customer and the fitter (for example door trimming) is a separate agreement and is not part of our contract.
8. Carpet & Flooring Characteristics
Seams or joins in flooring may be visible, particularly in larger areas. This is a normal part of installation and not considered a defect.
Shading, pile pressure, or flattening may occur over time depending on the type of carpet and usage. These are natural characteristics and not faults.
9. Care & Maintenance
Customers are responsible for maintaining their flooring in line with manufacturer recommendations.
Regular vacuuming and prompt treatment of spills are essential to maintain appearance and longevity.
We recommend reviewing your home insurance to ensure accidental damage is covered.
10. Underfloor Heating
Customers must inform us if underfloor heating is present.
We are not responsible for issues arising from incorrect installation of underfloor heating systems. These systems must be installed in accordance with manufacturer guidelines.
11. Warranty
Manufacturer warranties are provided directly by the manufacturer and may require registration.
Our 1-year fitting guarantee covers installation workmanship only and does not cover:
Damage caused by misuse
Normal wear and tear
Pet damage
12. Complaints
If you are not satisfied with our service, please contact us:
📞 01208 368643📧 info@cornwallflooringandhome.co.uk
Please provide:
Name
Invoice number
Address
Description of issue
Photos (if possible)
We will acknowledge complaints within 7 working days and aim to resolve them as quickly as possible.
13. Your Legal Rights
Nothing in these terms affects your statutory rights under UK consumer law.
14. Data Protection
We process your personal data in accordance with our Privacy Policy.
15. General
We are not responsible for failure or delay in performing our obligations where this is due to events beyond our reasonable control, including supplier delays, transport issues, or unforeseen circumstances.
Cornwall Flooring and Home Co.
4 Dunveth Business Park
Wadebridge
PL27 7FE