Delivery & Returns
Orders over £500: FREE
Orders below £500: £50.00 inc VAT
If you are unsure or require further advise on any of the following information, please contact our Customer Service Team on 01484 320 403.
Wall & Floor Solutions offer a FREE delivery service on selected material. (Only for orders over £500). Deliveries will be between the hours of 8am and 6pm.
Orders are delivered by various carriers. Most of our deliveries will arrive on a pallet and will be delivered to the nearest accessible location, this may be the kerbside nearest to the property. Due to insurance policies and health & safety regulations, our delivery company representatives will NOT transport any goods into a property.
Standard delivery lead times are approximately 2-7 working days for 'In-Stock' items. In the unlikely event, an order has been placed for an item 'Out-of-Stock', we will notify you with an approximate delivery schedule.
Once an order has been processed, a member of staff will contact you (via the email address you have provided) with a delivery update. Please check your emails for delivery updates. (Please ensure ALL your contact details are correct and please provide a contact number for the day of the delivery.)
Delivery timescales are given in good faith but cannot be taken as precise or exact information. Delivery timetables are best estimates and may be subject to change as due to seasonality, weather, and other non-specified factors. When we give a date for delivery, this will be an estimate and not a guaranteed firm date. Delivery dates and times can change on occasion due to circumstances beyond our control. However, you will be notified as soon as we are informed of any delivery changes.
Please contact us if the delivery date is unsuitable and we will arrange an alternative delivery date. (Please give us notice.) If you fail to take the delivery on the date agreed, then we reserve the right to charge £40.00 for any subsequent deliveries.
You must make all arrangements necessary to take delivery of products when we deliver them, in accordance with the stated delivery times. If you are not available to take the delivery, or do not accept the delivery, or we are unable to deliver, or we are delayed in delivering material because of YOUR actions or omissions, then we may charge you and YOU will be liable to pay us for all costs we incur.
All orders require an able-bodied person to receive the delivery and sign for the material. If the goods are delivered without a signature the responsibility for checking the goods is that of the Buyer. If, for whatever reason the delivery cannot be made due to a representative not being present or available on the agreed delivery date, we reserve the right to pass any re-delivery costs incurred before a further delivery can be attempted. The responsibility for the Goods passes on to the Buyer once the material has been delivered.
Material will be delivered on an 18.5 tonne delivery vehicle (about the size of a bin wagon). Please let us know, as soon as possible, if there will be a problem with access. It is your responsibility to notify us of any circumstances that may affect the delivery of goods using a vehicle of this size. i.e., Parking restrictions, "Red Routes", vehicular access due to height or width, narrow roads, road works, gravel, or uneven driveways, building sites, high rise apartments (with or without lifts) etc. Failure to communicate relevant information prior to delivery, may result in additional costs for the re-supply and may also increase the re-delivery lead time.
The driver will move the goods, to the nearest wheel point, depending on access. Please Note: The driver will be unable to move the goods across gravelled, or unfinished drives, through narrow openings, or up steps. Unfortunately, due to insurance policies, health & safety regulations the driver is NOT able to take any material into the property. The driver will be able to wheel into a garage if access is possible.
Unfortunately, we are unable to provide a delivery service if you live outside of mainland UK, this includes certain Highlands & Offshore postcodes. Below is a summary of the postcode areas where we are unable to provide delivery: AB, DD, HS, IOM, IOW, IV, IV51-56, KA27-28, KW, PA20+, PH, Guernsey & Jersey.
If you are unsure of your postcode, please contact our Customer Service Team on 01484 320 403 for more information. In some circumstances we may be able to deliver to your postcode, however additional charges will apply.
We advise you check the material whilst the driver is still there. The driver is obliged to wait with you up to 15 minutes, (for palletised goods only), whilst you unpack the goods. Should any packaging show signs of damage this should be recorded on the delivery note before signing for the material. We will then file a claim with the delivery service and replacement items will be issued once the delivery company has accepted liability for the damage. Alternatively, goods can be refused upon delivery, but only when showing signs of damage.
If material is delivered damaged, please contact our Customer Service Team within 48 hours of delivery on firstname.lastname@example.org. Please quote your 'Order Number' & 'Delivery Note’ and provide images of the damages and we will ensure replacement parts are sent out immediately. Please photograph any damaged items or damaged packaging on delivery as evidence. This will speed up any claims for replacements. Once we have confirmed the item is faulty, we will contact you to dispose of the faulty item. Do not dispose of goods without our written confirmation.
We will replace (free of charge) any item found defective or damaged before delivery or during unloading. We cannot accept return of products which are damaged after delivery. We must be notified by email within 5 days from delivery relating to claims of any shortage or damage to goods in transit. Any damage reported outside of this time will be assumed to have been caused whilst in your possession. Failure to communicate problems may result in additional costs for re-supply being incurred and may also increase the re-delivery lead time. The goods will become your responsibility at the point of delivery. Please do not fit any damaged goods, as we will be unable to replace damaged items which have been installed.
Order Cancellation & Returns
We reserve the right to cancel your order for any reason. You will be notified of any cancellations as soon as reasonably practicable.
You have 14 days from the date the order has been placed to cancel your order and will receive a full refund including delivery charges. Simply let us know by email email@example.com. If you cancel you must return the goods to us at your own expense.
Please Note: Due to shading variation caused by stock turnover, samples are exempt from our returns policy and are strictly non-refundable.
Please ensure the items you wish to return are unused and in a good condition suitable for resale. These items must be in their original packaging. Please note, you can only return your full order. The returned goods must arrive in a re-saleable condition, therefore before returning the goods you must ensure that the packaging is suitable for the safe return of the product. The cost for any additional packaging will be your responsibility. If the original packaging has been opened or is deemed by the Buyer to require improvement to allow the safe return of the goods, it is the responsibility of the Buyer to complete a re-packing exercise at their cost. We will not accept any costs for the re-packing of goods, in any circumstances.
You will be responsible for arranging the return of the goods. If items are damaged during transit back to us, it is your responsibility to claim for damages from the delivery company used. The goods must be returned in their original packaging to our main distribution warehouse, and you will be responsible for arranging transport and insurance of goods. Please contact us prior to the return. (Please contact our Customer Service Team on 01484 320 403 for the warehouse address).
When choosing a carrier to return your goods to us, you must make sure that Wall & Floor Solutions Ltd are allowed to open and inspect the contents when we receive them. If the carrier will not allow us to open the material, then our warehouse will refuse the delivery and the goods will be returned to your address. This could incur further costs to the Buyer. Returned items to us must be sent by recorded delivery.
Refunds for returns will only be processed once the goods have arrived with the Company and have been fully inspected and deemed to be in a re-saleable condition. The Company reserve the right to amend the amount refunded based on the value of the re-saleable goods.
Once a refund is processed at Head Office it may take up to 30 days for the funds to appear back on your card, this is dependent on the card provider and is not under the influence of Wall & Floor Solutions Ltd. Acceptance of these terms and conditions at the point of purchase represents acceptance of refund period of up to 30 days.