Terms and Conditions of Sale & Website Use

Last Updated: 1^st December 2025

Welcome to Grosvenor Flooring. These Terms and Conditions apply to the use of this website at https://grosvenor-flooring.com and generally to the sale of goods by us. By accessing this website and/or placing an order, you agree to be bound by the terms and conditions set out below.

Please read these terms carefully before placing an order.

1. Definitions

In these conditions, the following definitions apply:

• “Contract” means the contract between the Seller and the Buyer for the sale and purchase of the Goods incorporating these Conditions.
• “Seller”, “We”, “Us”, or “Our” refers to Grosvenor Flooring.
• “Buyer”, “You”, or “Customer” refers to the person or entity who buys or agrees to buy goods from the Seller.
• “Goods” refers to the flooring products, accessories, and other items solely described in the acknowledgement of order.
• “Bespoke Goods” refers to goods made to the Buyer’s specific requirements, including goods cut to size or special orders.

2. Basis of Sale

2.1. These Terms constitute the entire agreement between the Buyer and the Seller.

2.2. All orders are subject to acceptance by us. A contract is formed only when we dispatch the goods to you or send a formal confirmation of shipment. An email acknowledging receipt of your order does not constitute acceptance.

2.3. We reserve the right to refuse any order for any reason, including but not limited to stock availability, inability to obtain authorization for payment, or errors in pricing/description.

3. Website Use and Intellectual Property

3.1. Content: All content on this website, including text, graphics, logos, product images, and software, is the property of Grosvenor Flooring or its suppliers and is protected by UK and international copyright laws.

3.2. License: You may retrieve and display the content of the website on a computer screen for your own personal, non-commercial use. You may not reproduce, modify, copy, distribute, or use for commercial purposes any of the materials or content on the website without written permission from us.

3.3. Availability: While we try to ensure that this website is normally available 24 hours a day, we will not be liable if for any reason this website is unavailable at any time or for any period.

4. Product Descriptions, Samples & Bespoke Goods

4.1. Nature of Wood and Flooring: Wood, laminate, and LVT are manufactured products that may mimic natural materials. Variations in grain, texture, and colour are inherent characteristics of wood flooring. The Goods supplied may vary slightly from samples or images shown on our website.

4.2. Batch Variations: Flooring is produced in batches. We cannot guarantee that goods ordered at different times will come from the same batch. We recommend ordering sufficient flooring for your project in one go to ensure colour consistency.

4.3. Samples: Samples are intended to demonstrate the general colour and finish of the product. They may not show all natural variations (knots, grain differences) present in the full planks.

4.4. Bespoke Goods: Where Goods are made to your specific requirements (e.g., cut to specific measurements), it is your responsibility to ensure all measurements are correct. We accept no liability for any error in such measurements.

5. Price and Payment

5.1. The price of the Goods shall be the price listed on our website at the date of your order.

5.2. Unless otherwise stated, prices are inclusive of VAT (where applicable) at the current standard rate.

5.3. Prices do not include delivery charges, which will be added to the total amount due before you confirm your order.

5.4. Pricing Errors: We try to ensure that all prices on our website are accurate. If we discover an error in the price of goods you have ordered, we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it.

5.5. Payment must be made in full before the Goods are dispatched.

6. Delivery

6.1. Kerbside Delivery: Due to insurance and health & safety regulations, all flooring deliveries are Kerbside Only. Drivers are not insured to carry goods into your property (e.g., up stairs, into hallways). You must ensure there is able-bodied assistance available at the delivery address to move the goods inside.

6.2. Delivery Dates: Any dates quoted for delivery are approximate only. Time for delivery shall not be of the essence.

6.3. Installation Bookings: We strongly advise DO NOT book a fitter or installer until the goods have been received and checked. We are not liable for any installer fees, lost wages, or cancellation charges incurred due to late delivery or damaged goods.

6.4. Access: It is your responsibility to ensure that the delivery address is accessible by a large goods vehicle (lorry). If access is restricted, you must inform us at the time of ordering. Failed deliveries due to access issues may incur a redelivery charge.

7. Inspection and Damages

7.1. You must examine the Goods immediately upon delivery.

7.2. If the packaging is visibly damaged, you must sign for the goods as “DAMAGED” on the driver’s paperwork and photograph the damage.

7.3. Any claims for damaged, missing, or incorrect goods must be reported to us in writing (via email) within 48 hours of delivery.

7.4. Do not install any Goods that are damaged or incorrect. Installation of the Goods constitutes acceptance of their condition, and we cannot replace or refund flooring once it has been cut, adhered, or laid.

8. Cancellations and Returns

8.1. Right to Cancel (Consumers): Under the Consumer Contracts Regulations, you have the right to cancel your order for standard stock items within 14 days of receiving the Goods without giving a reason.

8.2. Exceptions (Bespoke Items): The right to cancel does not apply to Bespoke Goods or goods made to your specifications (e.g., carpet or vinyl cut to specific lengths from a roll).

8.3. Clearance Items: Goods sold as “Clearance” or “End of Line” are often sold at a reduced price due to low stock or minor defects. These are sold as described, and standard return policies may vary; please check the specific product listing.

8.4. Return Procedure: To exercise the right to cancel, you must notify us in writing. You must return the Goods to us without undue delay and in any event not later than 14 days from the day you communicate your cancellation.

8.5. Condition of Returns: Goods must be returned in their original packaging, unopened, and in a resalable condition. We cannot accept returns of packs that have been opened or damaged by you.

8.6. Return Costs: You are responsible for the direct cost of returning the Goods. Flooring is heavy; please be aware that return courier costs can be significant.

8.7. Restocking Fee: For trade/business customers (B2B), or for returns accepted outside the statutory period (at our sole discretion), a restocking fee of up to 20% may apply.

9. Installation and Acclimatisation

9.1. Most flooring products (especially solid wood and engineered wood) require a period of acclimatisation in the room where they will be installed. Failure to follow the manufacturer’s guidelines regarding acclimatisation may void the warranty.

9.2. We are a supply-only company. We do not offer installation services and are not responsible for the workmanship of third-party installers.

10. Liability

10.1. If the Goods delivered are not what you ordered or are damaged or defective, our only liability is to refund the price of the Goods or replace the Goods.

10.2. We shall have no liability to you for any consequential loss, special damages, or expenses (including loss of profit, loss of business, or installer fees) arising out of any problem you notify to us.

10.3. Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence or for fraud.

11. Events Outside Our Control (Force Majeure)

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (Force Majeure Event), including but not limited to strikes, industrial action, fire, storm, flood, other natural disasters, failure of telecommunications networks, or inability to use transport networks.

12. Governing Law

These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Contact Us

If you have any questions regarding these Terms and Conditions, please contact us at:

• Email: contact@grosvenor-flooring.com

• Address: C/O Djh Chester City, Military House, 24 Castle Street, Chester, England, CH1 2DS