Flooring terms

1. Availability

As all products are subject to availability from our supplier, we can only give general guidance as to delivery dates. Although we do our utmost to keep customers informed of any delay, we cannot accept any liability for any delays which are beyond our reasonable control.

As products can be updated and improved without notice, continuity of supply cannot be guaranteed. Therefore, we advise you to purchase all your requirements under one order. We do not accept any responsibility for any subsequent changes in design, style or specification of products to those previously supplied, and reserve the right to refuse acceptance of damaged goods on your behalf.

2. Cancellations

Should you wish to cancel your order prior to delivery, every effort will be made to cancel the order with our supplier, but if the goods are already in manufacture or out for delivery then Crestwood are contractually obliged to accept them. If you still wish to cancel your order, then Crestwood reserves the right to make a charge of at least 50% of the total order value.

Bespoke made wood floors, carpets, LVT, etc. cannot be cancelled, refunded or exchanged.

3. Payment

No order can be accepted without a signed sales order and a deposit payment of 50% of the total order value requested at the time of purchase / placement of order.

By signing the sales order, you are entering a legally binding contract and confirming that the details contained within are correct, so please ensure you check the documents thoroughly prior to signing.

The full balance is due 48 hours prior, but must be no later than 24 hours prior, to either delivery of goods or commencement of works. No work can commence, and goods cannot be released from our warehouse, without confirmation that the balance has been settled in full.

4. Refunds and exchanges

We will not refund or exchange any goods or materials ordered, unless the goods supplied are faulty or your specification as contained in this order has not been met. This does not affect your statutory rights.

5. Measurements and estimations

Crestwood cannot be held liable for any incorrect quantities supplied where customers’ own measurements are provided.

Suppliers’ measure variance should be catered for when placing your order. Crestwood cannot accept liability where our recommendations are not taken.

We cannot be held responsible for any structural or non-structural issues regarding subfloors, particularly if said subfloor is covered or masked at time of estimate survey.

Any preference for method of fitting, position of joins, direction of planks / flooring, etc. should be advised when placing your order. Any choice of colour or design must be clarified and confirmed at time of paying deposit.

Unless otherwise agreed and costed, any requirement for extra services must be detailed and agreed when you place your order. These extra services include, and are not restricted to, moving furniture, uplifting carpets, trimming doors, and laying a plywood or latex floor to make good floor surface to complete work to a satisfactory standard.

Door trimming is a chargeable service carried out by carpenters and some fitters; this must be requested at time of order if required. Please note that floor-trimming requirements in some cases may only become apparent after fitting. Crestwood cannot accept responsibility for failure to identify this prior to fitting.

Any accessory items for carpets that are required, such as underlay, gripper rods and metal edges, should be included in your new sales order. If you wish to re-use any existing items, this should be stated when you place your order; however Crestwood does not recommend using existing products and cannot be held responsible if you choose to do so.

We recommend that damp tests must be carried out on all hard flooring, real wood flooring and LVT sales.

6. Fitting

The fitting dates quoted are approximate only and cannot be firmly arranged until your goods have been received from the manufacturer in good order and a 50% deposit paid.

Although the exact delivery of your goods and materials cannot be guaranteed, every endeavour will be made to deliver on the agreed installation date. If there is a delay in the arrival of your goods that will impact on the agreed fitting schedules or delivery schedule, we will contact you to arrange an alternative date.

We will not be liable for any loss or inconvenience caused because of any delay in delivery which is beyond our reasonable control. Manufacturers do sometimes delay deliveries without notice; when this happens this is out of our control and we are not responsible for this delay.

Please ensure our flooring team are informed if your order is being paid directly by your insurance brokers when booking fitting date, so balance payment can be processed in time for agreed installation dates.

Please be aware that all installations are booked and agreed with you and processed in advance. Therefore, should you wish to make any amendments or changes to your installation dates, we require a minimum of 7 days’ notice prior to the fitting commencement date. Should you wish to cancel, change or amend your installation dates inside of the 7-day requirement, Crestwood reserves the right to charge wasted labour costs due to these changes. Any charges related to this will be proportionate to our losses.

7. Installation

On payment of deposit, you are entering into a contract and agreeing that:

• All furniture and existing carpets / flooring will be removed prior to the delivery and fitting unless otherwise agreed at the time of order.
• You authorise us to fix materials to your floor using adhesive and/or nails/pins and understand that Crestwood will not accept responsibility for any damage incurred to floors during this fitting.
• Where any electrical appliances require to be moved, you will ensure that cables, pipes and hoses are properly disconnected.
• With moving of white goods, a charge of £15.00 per item is payable to Crestwood, but Crestwood are not responsible for disconnection or reconnection of goods, or any subsequent breakdowns or leaks that may occur after their assistance in moving.
• It is the customer’s responsibility to inform Crestwood of any pipework or electric cabling that is within a subfloor that may cause damage to the said items when Crestwood fix preparation materials (gripper rods, door connection, etc.).
• Telephone and computer cables must be highlighted to the installation team before installation and any damage caused by failure to do so will not be addressed and Crestwood can accept no liability.
• Any selected choice of design or required laying pattern must be confirmed with the flooring department prior to any installation.

Carpets and flooring installation

Our fitting services include delivery of carpet / flooring, fitting to a prepared area only. Any additional services (moving furniture, uplifting carpets, trimming doors, laying plywood or latex floor to make good floor surface, full adhesion and heat seam tape) are chargeable and only available by advanced ordering at the time of purchase, where costs will be quoted.

Extras

It is not always possible to ascertain at initial site survey or subsequent site visits prior to commencement of works whether there is any unforeseen work that is not covered, costed or included in an estimate or quote.

This includes, and is not restricted to, unforeseen changes required to pipework, electrical work, walls and floors, and any preparation and repair work or suggested improvement to complete work to a satisfactory standard. Any additional unforeseen or uncosted works that are subsequently required or recommended will be costed in real time and must be agreed by the customer. In most cases a separate signed carbon copy chit will be raised by either your installer or the design office showing a brief description of the additional agreed work and the agreed costs. These agreed additional costs must be settled promptly.

If for any reason the customer cannot be contacted to discuss, or is not able to agree, the additional work and costs, then all work related to these extra costs will be paused until such agreement has been confirmed by the customer.

8. Storage

Crestwood reserves the right to charge for storage if a date is not confirmed within one month following our initial contact to arrange delivery. Any account balance is also due in full.

9. Receiving deliveries

Please speak to our flooring team on our shop floor where the flooring administrator will direct you to the collection point.

You or your authorised agent will be requested to produce the order copy issued to you at the point of your purchase; you or your authorised agent will be responsible for checking the condition of the goods on delivery.

We require you or your authorised agent to acknowledge receipt by signing the delivery documentation provided by the warehouseman, deliveryman or at collection from your premises.

All delivered items must be checked by the customer upon delivery from Crestwood. Once goods have been signed for, Crestwood will not accept any liability thereafter for any reported damage to items purchased. Should an item become defective after delivery, Crestwood will endeavour to either repair or replace where possible said defective item in accordance with the manufacturers’ complaint procedure policy.

10. Access

Please ensure that road access to the delivery premises is suitable, practical and adequate for goods ordered and that delivery and unloading can be conveniently carried out.

11. After sales

All our installations carry a 1-year guarantee on installations and any concerns with installation or flooring service issues must be reported as soon as possible after fitting. Any problem with fitting issues that require rectifying after this 1-year period will be chargeable.

Product information is available on request giving advice on floor coverings and their maintenance. Please be aware that where flooring is manufactured from natural products it needs regular maintenance to ensure the product purchased maintains expectations.

Guarantees

Upon completion of all works Crestwood will provide all warranties and guarantees of all goods and items to the customer for future use if required.

Non-hazardous product guidance

Installation products / adhesives / screeds, etc. Crestwood uses preparation materials such as damp-proof membrane, levelling screeds, adhesives, etc. These items are non-toxic but can give off odours that some people may find unpalatable and that may affect normal breathing. In extreme cases customers may have an adverse reaction to the smells. Therefore, we respectfully request that any customer who thinks they may be susceptible to being affected by any such odours inform Crestwood at the earliest opportunity.

Should any customer require data sheets regarding any products we may use, please request this at the time of placement of order. With all products with odours, we recommend that windows and doors are open to the outside wherever possible to help reduce any possible issue regarding the products used. It is in all cases the responsibility of the customer to inform Crestwood of any possible or potential problem that may affect their health regarding the products we use.