TERMS AND CONDITIONS OF SUPPLY

1. INFORMATION ABOUT US
   • Easy Step Flooring Ltd is a company registered in England and Wales.
   • Registered office: 128 City Road, London, EC1V 2NX.
   • References to “we”, “us” or “our” are to Easy Step Flooring Ltd.
2. DEFINITIONS AND INTERPRETATION
   • In these Terms and Conditions, unless the context otherwise requires:
     “Consumer” means an individual acting for purposes wholly or mainly outside their trade, business, craft or profession. 
     “Business Customer” means a person or entity acting in the course of a trade, business, craft or profession. 
     “Products” means flooring, accessories and related goods supplied by us, which are heavy, palletised, batch-allocated and sourced from third-party manufacturers and warehouses. 
     “Resalable Condition” means Products that are unopened, unused, in their original manufacturer’s packaging, with all seals intact, with packaging undamaged, not discontinued, end-of-line or otherwise withdrawn from sale, and suitable for resale as new without discount. 
     “Contract” means the legally binding agreement formed between you and us for the supply of Products. 
   • References to “delivery” mean physical receipt of the Products at the kerbside of the delivery address.
3. FORMATION OF CONTRACT
   • An order placed by you constitutes an offer to purchase Products subject to these Terms and Conditions.
   • Contract Formation: No contract exists between you and us for the sale of any product until we explicitly accept your order by dispatching the product to you.
   • Any automated email, acknowledgment, or payment confirmation you receive prior to dispatch is purely for administrative purposes and does not constitute legal acceptance of your offer.
   • We reserve the right to refuse or cancel an order prior to dispatch for any reason, including where Products are unavailable, pricing errors occur, or supplier constraints apply.
4. PRODUCT DESCRIPTIONS AND SPECIFICATIONS
   • Images of products on our website are for illustrative purposes only.
   • Natural products (wood, stone, etc.) will vary in tone, grain, and colour.
   • Colour Names and Shade Descriptions: Any colour name, shade reference or descriptive term used on our website (including terms such as “silver”, “grey”, “silver grey”, “white”, “natural”, “oak”, “beige” or similar) is used for general identification and descriptive purposes only and does not guarantee an exact shade, tone or colour match. Flooring is supplied in batches and may display natural or manufacturing variation in tone, hue, grain and appearance. Such variation does not constitute a fault or misdescription.
   • On-Screen Colour and Photography Limitations: Product images, videos and colour representations are provided as a guide only. Colours may appear differently depending on screen technology, device type, colour calibration, brightness and contrast settings, as well as lighting conditions and surroundings where the Products are viewed. We cannot guarantee that colours displayed on your screen accurately represent the delivered Products.
   • Samples and Pre-Order Suitability Checks: We strongly recommend that customers order a sample or, where samples are unavailable, a single pack prior to placing a full order, particularly where colour, tone, finish or grading is important. By placing an order without first obtaining a sample, you acknowledge and accept the guidance-only nature of online imagery and colour representations.
   • Free Samples and Product Representation:
     • Free samples are provided as a nominal guide to the Product’s colour, texture, and finish. As a small sample cannot represent the full range of characteristics in a complete floor, it is provided for illustrative purposes only.
     • You acknowledge that Products may contain natural or intentional variations, including knots, grain patterns, and exaggerated "rustic" or "distressed" features that may not be present or visible in the small sample provided.
     • Samples are often cut from different production batches than current stock. We cannot guarantee that the Products ordered will be an identical match to a sample in terms of shade, tone, or style.
     • The visual impact of a Product can differ significantly when installed over a large area compared to a handheld sample. Lighting, room dimensions, and orientation will all influence the final appearance.
     • Even where a trial pack is purchased for reassurance, variances between manufacturing batches may still occur if the main order is placed at a later date.
   • Board Lengths and Manufacturing Tolerances:
     • Please be aware that due to the complex nature of the flooring manufacturing process, dimensions stated on the website are nominal.
     • Even where Products are described as having “Fixed Lengths”, we cannot guarantee that every board will be identical in length.
     • Packs may occasionally contain a percentage of shorter boards, split lengths, or minor variances consistent with industry manufacturing standards.
     • Such variations are a normal result of the production process and do not constitute a fault or misdescription of the goods.
5. PRICES AND PAYMENT
   • All prices are exclusive of VAT unless stated otherwise.
   • Payment must be made in full prior to dispatch.
   • Delivery charges, pallet charges, access surcharges and any related logistics costs are payable by the customer.
6. DELIVERY, RISK AND ACCEPTANCE
   • Kerbside Delivery Only: Delivery is made kerbside via third-party pallet freight carriers. The driver is not insured to enter your property, navigate lifts, or carry flooring upstairs.
   • Risk Transfer: Risk in the Products passes to you the moment the goods are unloaded from the delivery vehicle.
   • Access & Receipt: You must ensure an able-bodied person is present to accept delivery. Failed deliveries or redeliveries due to absence or access issues will incur additional charges.
   • Inspection: You must inspect the Products immediately upon delivery and before signing the delivery documentation.
   • Signing for Goods: By signing for the delivery, you confirm that the Products have been received in full and in satisfactory condition, free from visible damage or shortage.
   • Hidden Damage: We will not accept claims for damage or shortage that were apparent or ought reasonably to have been apparent at the time of delivery once the delivery has been signed for without remarks.
   • Reporting Period:
     • Without prejudice to clauses 6.7 and 6.8, any visible damage, shortages, or delivery discrepancies must be reported to us in writing, accompanied by photographic evidence, within a maximum of 48 hours of delivery.
     • Failure to report such issues within this 48-hour window will be deemed as conclusive evidence that the Products were delivered in full and in satisfactory condition, and any subsequent claims for visible damage or shortage will be rejected.
7. CONSUMER CUSTOMERS (B2C)
   • Right to Cancel: If you are contracting as a Consumer, you may cancel the Contract within 14 calendar days beginning on the day after delivery of the Products.
   • Conditions of Return (Consumers):
     • Where a Consumer exercises the right to cancel:
       • You must complete our Returns Form to request a return authorisation;
       • The Consumer must arrange and pay for all return transport;
       • Products must be returned to the specific warehouse address specified by us;
       • Products must be returned in Resalable Condition;
       • Products remain the Consumer’s responsibility until received and inspected by us.
     • We do not provide return collection services.
   • Refund Deductions (Consumers):
     • We reserve the right to reduce any refund to reflect loss in value where Products have been opened, unsealed, removed from original packaging, batch-broken, or mixed.
     • Due to the nature of flooring Products, any reduction in resale value may be substantial and, where the Products are returned in a condition that renders them unsaleable, may result in no refund being due, reflecting the actual loss in value incurred.
     • Delivery Charges: If you cancel your order within the 14-day statutory window, we will refund the cost of standard outbound delivery. If you selected a premium or enhanced delivery service (e.g., Timed, Saturday, or Express), we will only refund the cost of our cheapest standard delivery option.
     • The cost of returning the goods to us remains the Consumer's responsibility as per Clause 7.2.1.
   • Exclusions: The right to cancel does not apply to Products that have been installed, cut, bonded, altered or fixed.
8. BUSINESS CUSTOMERS (B2B)
   • No Statutory Cooling-Off Rights: Business Customers do not benefit from statutory cancellation or cooling-off rights.
   • 7-Working-Day Business Return Requirement:
     • We may accept a return from a Business Customer only where all of the following conditions are met:
       • Written notice is received via our Returns Form within 7 working days of delivery;
       • The Products are received back by us within the same 7-working-day period;
       • The return has been authorised in advance;
       • The Products are returned in Resalable Condition;
       • All return transport is arranged and paid for by the Business Customer.
     • Dispatch of Products within the 7-working-day period is insufficient; they must be physically received by us within that period.
     • Returns requested or received outside this period will not be accepted.
   • Restocking Deduction (B2B):
     • All accepted Business Customer returns are subject to a mandatory 30% restocking deduction.
     • This deduction reflects unavoidable supplier and handling costs and is non-negotiable.
     • Delivery, pallet and outbound logistics charges are non-refundable for Business Customers.
   • Late, Rejected or Uncollected Goods (B2B):
     • Where Products are returned late or without authorisation, we may return them to the Business Customer at their cost.
     • Storage and handling charges of £100 per day will apply commencing 24 hours after notification that the Products are available for collection.
   • Legal and Enforcement Costs (B2B):
     • Where a Business Customer breaches this Contract, the Business Customer shall be liable for our reasonable legal, professional and administrative costs incurred in enforcing our rights under this Contract.
     • This includes (without limitation) costs relating to debt recovery, storage, recovery of goods, or enforcement proceedings.
     • This liability applies on a full indemnity basis and is in addition to any interest payable on overdue amounts.
9. EXCESS OR LEFTOVER FLOORING (ALL CUSTOMERS)
   • We may, at our discretion, accept returns of excess or unused packs subject to prior authorisation via our Returns Form, return within 30 days of delivery, Products being in Resalable Condition, a 30% restocking deduction, and all return costs being paid by the customer.
   • Excess flooring returned after 30 days will not be accepted.
10. INSTALLATION AND FITTING REQUIREMENTS
    • Products must be installed by professional flooring installers in accordance with manufacturer instructions and recognised industry standards (e.g. BS 8203 / BS 8201).
    • Prior to installation, the installer must ensure that the subfloor is correctly prepared, levelled and moisture-tested.
    • Photographic evidence must be retained, including images of subfloor condition, moisture readings, and the installation process.
    • Installation is Acceptance: Installation, cutting, bonding or alteration of Products constitutes acceptance of appearance, grading, colour and finish except where a latent manufacturing defect is proven that could not reasonably have been identified prior to installation.
    • Failure to use professional installers or to provide supporting evidence may result in claims being rejected where the absence of such installation standards or evidence prevents us from establishing that the alleged issue is attributable to a manufacturing defect rather than installation or site conditions.
    • Unfinished Products:
      • It is your responsibility to ascertain prior to purchase whether the Product is supplied "unfinished" (requiring on-site sanding, oiling, or lacquering) or "pre-finished".
      • Unfinished Products must be treated immediately following installation using professional methods and appropriate products.
      • We accept no liability for damage or performance issues arising from a failure to treat unfinished floors correctly.
11. FAULTY PRODUCTS
    • Nothing in these Terms affects statutory rights relating to faulty goods.
    • Where a fault is suspected, installation must cease immediately and the Products must not be altered further.
    • Natural variation in colour, grain, and character is inherent in flooring products and does not constitute a fault.
    • Colour Preference and Appearance: Dissatisfaction based solely on colour preference, shade expectation, or how the Products appear under different lighting conditions or on different screens does not constitute a fault. Where Products are otherwise as described (subject to the Product Descriptions and Specifications section of these Terms), such matters will be treated as a change-of-mind return and handled in accordance with the applicable Consumer or Business returns provisions.
12. REFUND PROCESSING
    • Approved refunds will be processed within 14 days of returned Products being received and inspected, using the original payment method.
13. LIMITATION OF LIABILITY
    • We are not liable for indirect or consequential losses, including loss of profit, installation costs, or fitter wait-times.
    • Nothing in these Terms limits liability where unlawful to do so.
14. GOVERNING LAW AND JURISDICTION
    • These Terms and Conditions are governed by English law. The courts of England and Wales have exclusive jurisdiction.
15. PRIORITY OF TERMS
    • These Terms govern all Contracts. No other statements or representations override these Terms.
    • Severability: If any provision of these Terms and Conditions is found by a court or competent authority to be invalid or unenforceable, such provision shall be severed and the remaining provisions shall continue in full force and effect.