Our Terms & Conditions

Residential, commercial, trade and business customers.

FloorOX – The Different Wood Flooring Company aims to provide a first-class service to all of its customers under very clear terms and conditions. Placing an order in our showroom, on our website or over the telephone means you agree to be bound by these terms and conditions.

The Company means FloorOX - The Different Wood Flooring Company

The Customer means any customer of the Company.

The ‘Contract’ means any contract for sale of goods by the Company to the Customer.

The ‘Goods’ mean any goods forming the subject of this contract including parts and components of or materials incorporated in them.

Before placing an order please check the specification details for suitability of their intended purpose. If you are unsure about the suitability of any product then please ask us for advice.


All quotations by the Company are subject to acceptance within 28 days.

All supply and fit quotations are valid for 28 days from the date on the quotation.

The Company reserves the right to withdraw a quotation at any time before it has been accepted by the Customer. No quotation issued by the Company shall constitute an offer to supply or supply and fit goods.

Verbal quotations for stock availability are correct at the time given by the Company, but unless confirmation of an order by the Customer is given immediately the Company cannot guarantee stock availability.
Quotations are only valid in writing & signed by an authorised person only, or in the form of an official Quote/Pro-forma invoice.

100% of materials cost need to be paid for in advance of any order.

Where we offer a free site survey for materials only then quote for others to fit / install we will not accept any returns on materials and are not liable for the fitting of outside contractors.

Site Surveys

Wherever possible the company will offer free site surveys. In circumstances where the customer does not show up or give the company sufficient notice of cancellation (24 hours), a charge of £75.00 will be issued.

Floor installations

Technical requirements for floor installation. We recommend that all boards be inspected before fitting and any damaged boards not used. Before you start installing the hardwood flooring, make sure, that all wet jobs are finished in the room, there the floor will be laid, because it can increase the humidity level. All subsequent resulting moisture will absorb into the wooden flooring and boards will be deformed.

Installation of wooden flooring has to be one of the last repairing jobs. Wooden flooring - it's like a living organism, which is very sensitive to changes of the environment, especially to humidity changes. During the summer, when it is very warm and moist, the relative humidity may rise by up to 90%. When moisture content rises above 65%, it is generated conditions, that may deform the hardwood flooring. All of the excess moisture can cause wooden flooring to cup. When a wooden boards cups, its edges are higher than its centre. If that happened, you urgently have to fix the cause, which increased the humidity. Wooden boards can get back to its original dimensions, but you’ll have to wait till all excess moisture has evaporated from them. If form of boards has changed, do sanding, oiling or varnishing one more time.

In the winter time, when the houses are heated, the reverse process takes place, the humidity of the air reduces and the air dries out. When humidity drops lower then 45%, wooden flooring gives up some of its moisture and contracts as a result. When this happens, thin gaps can appear between planks. In order, to reduce or avoid this process, you'll need to install the air-conditioning system, which will allow you to monitor and control humidity level in your home all year round, for solid flooring - 45-55%, for hardwood engineered parquet - 40-60%.

The second, a very important criterion for floor installation, is a suitable room temperature, it has to be +18 ± 4° C. Flooring packages must be kept for around 10 days before installation in the room, where it will be laid, for wood adaptation to the room temperature and humidity. Packaging has to be unpacked. All the above mentioned conditions must be made at least a week before installation of hardwood flooring. Inappropriate storage conditions may affect the deformation of the boards. Do not storage a wooden flooring in a wet basement!

Wooden flooring can be laid down directly on the concrete, OSB or plywood. The flooring base must be smooth (3 mm roughness / 2 m2), dry and protected from moisture, rising from the bottom (as using a special waterproofing mixtures). The substrate can not be a cork panel, foamed polyethylene and other soft surfaces. The moisture content of concrete must not exceed 2% CM, for heated flooring – 1.8% CM, humidity of OSB and plywood - 10-12%.

An engineered hardwood parquet might be glued to a wooden base or straight on the concrete, using a special glue. Before floor installation on the heated base, make sure that heating of the entire floor area is the same. It is very important, that floor temperature fluctuation amplitude would be a small. Recommended flooring temperature change is not more than 2-4° C during a day, for lifting or reducing the temperature of the floor. Temperature of heating on the surface of floorboards must never exceed +27° C. Equal conditions for the exploitation of the parquet area will help to avoid gaps between the planks or cracks on the surface of the board.

The owner is responsible that wooden parquet would be installed only on a suitable base. If we fit it is the clients responsibility to make sure all sub-floor preparation has been carried out before we install as this is not down to us. The flooring base must be smooth, dry, solid, unbroken or damaged in any way, the correct thickness, free from other building materials, such as glue, cement, mud, cement and etc. The manufacturer doesn’t give a warranty for hardwood flooring, if you have chosen the unsuitable base for floor installation, unsuitable tools or glue.

Use just a special, elastic glue for installation of flooring. Floorboards have to be glue to the ground. If the floorboards will be glued on the heated base, primarily make sure that they are suitable for it in their instructions.


When possible the company will offer samples free of charge. Samples including attached photos are only to be used as a guide and due to their size should not be taken as a true representation of the completed floor. Samples are not indicative of a full size board. When required the company may offer a matching service. Any sample pieces given to the company or collected by the company during site survey's for matching purposes will be kept for no longer than 30 days. After the 30 day period the company reserves the right to dispose of such samples.

Grading, We generally only supply Rustic grade boards these consist of A,B,C,D,E grades meaning lots of colour variation, knots, splits, rough patches, pin holes etc, this is normal and does not subtract the quality of hardwood flooring, Prime grade is available to order only and will cost more money.

Supply and Fit / Renovation/restoration

The company requires 14 working days notice if the customer wishes to cancel or postpone the contract. When 14 working days notice is not given the customer agrees to pay the company 50% of the total cost of the work including materials plus vat.

Any cancellation given within the 14 day period will incur a £190.00 administration fee plus any debit or credit card fees for which we are liable.

Wood is a natural material containing distinctive differences in colour, grain configuration and natural characteristics such as mineral highlights, knotting and pin holes. It is these differences caused by nature that creates the warmth, beauty and uniqueness of each hardwood floor. Your floor may contain varying amounts of these naturally occurring characteristics. As with any wood products, shades and tones can vary with age.

Attached to quotes photos should be used as a guide only as flooring varies from one property to another.

When the floor covering has been removed, any defect or problem with the exposed sub floor will need to be rectified. If this additional work can be carried out by our staff it will be charged as extra to original estimate and may extend the fitting / renovation time. If the work cannot be carried out by our staff then the customer must find a trade’s person to carry out the work and the floor fitting / renovation will take place at a future date once this work is complete.

The heating and ventilation system should be in use prior to the floor being laid. All plaster work to walls and ceilings should be finished prior to floor installation (plaster work should have a maximum moisture content of 8%). Sub floor should be left clean and dry after completion of other trades. The Company will commence installation as a final trade. If floor installation is to take place prior to decorating or electrical final fix, adequate provisions should be made for protection of the finished floor. If access towers are to be utilized after floor installation, this should be carried out using 2mm hard board sheets, laid on top of the hardwood floor, and all joints should be taped. If other trades, such as decorators, joiners etc are programmed to second fix after installation, building paper or sisal Kraft should be laid over hardwood flooring and taped to allow adequate protection against damage/staining.

When we only fill large gaps, approximately 5% of total space using sawdust mixed with Resin filler it is possible that filler may fall if floorboards become loose in time.

Under no circumstances will the company remove appliances, furniture, breakables, carpet, gripper rods or underlay. This can be arranged with us for a fee.

All areas must be cleared prior to commencement of work or a charge will be levied and become payable immediately. The company is not qualified to disconnect any gas powered or permanently wired appliances. It is the customers responsibility to arrange for a qualified trades person to disconnect and once the floor has been installed reconnect the appliances. We do not fix down any boards that may have or have Electrical wires, water pipes or anything that may cause water or electrical fault.

The Company cannot be held responsible for any damage incurred to these if not clearly marked.

Where heat guns/ edger machines are used surrounding areas will be damaged. this is the nature of the work and we cannot be held responsible for the repairs. All waste will be left in Black sacks, or larger pieces left in a pile, For a fee we can dispose of the waste for you.

When a sub-floor cannot be examined properly, due to fitted carpets, furniture or building materials etc or when a sub-floor is viewed prior to builders/ clients completion. It is the client’s responsibility to remove carpets or existing floors etc prior to another site visit (if required) so the sub-floor can be viewed in full.

Because wood is a natural material there would be colour variations, grain changes/ grain variations, knots, splits, cracks, sap, pin holes within the floor. In most cases of renovation we are working with old -Antique flooring, these will never look like new flooring.

The Company reserves the right to charge an extra for any sub-floor remedial works undertaken, if required during installation.

All areas we are to work in must be cleared of all furniture/ building materials by the clients / builders prior to our fitters arriving.

If we have to move and thereby disconnect any plumbed in equipment such as washing machines, dishwashers etc. or any large items like refrigerators etc, while care will be taken, we cannot be held responsible for any damage caused or subsequent leaks from the same.

It is the client’s responsibility to check any utilities that have been moved before using them.

We advise you that when fitting / restoring wooden floors that require sanding and sealing, four/five different types of sanding machines have to be used. It is impossible to use these sanding machines / staining without some damage being incurred to skirting, walls, doors or ceilings below floor level etc.

While care will be taken by our fitters/ restorers, we cannot be held responsible for any such damage caused, or cost involved to repair or redecorate any décor. If property is above another please note that Vibration, knocking, banging may cause damage below. Any repairs are at clients cost.

We will remove as much as possible imperfections and marks in existing floors while sanding but some stains and marks may remain.

There will be dust from the industrial sanding machines we use. We will of course use dust sheets to protect as much as we can, but it is impossible to contain all the dust. We advise you to remove or protect all curtains, drapes and paintings etc. unless otherwise instructed we will finish your floor with “user friendly” water based lacquer.

If we find that once on site conditions are not correct for us to carry out works we reserve the right to charge for our loss of earnings and will automatically take this payment. We will return at a given date to be decided once conditions are correct, for example ;sub-floor needs to be dry, plaster works need to be dry, areas need to be completely cleared, doors and windows installed and the property is sealed. We are not trained Carpenters, furniture makers, joiners etc, Our skills are installing wooden floors and renovations of wood flooring Solid and engineered. If carpenter/ joinery works is needed this will be at clients cost.

UV light can change the colour of all wood flooring, we suggest UV black out blinds / curtains to avoid this happening, move rugs around every now and then so light can get to these areas also If for any reason there is time between installation of one floor and an existing floor, natural colour changes will take place, it is almost impossible to match them. Only time will make them look similar. Even after 4 seasons colour can be different We recommend a coat of hardwax oil on top of oiled finished floors for an extra protection.

Anything that is moved across wooden floors needs to have protection (chair leg pads etc) to prevent scratching and dents and wear.

Underfloor heating should never go above 26c.

We advise against abrasive / chemical cleaners of any type on our floors.

Never install our products on wet sub-floors.

All materials belong to the Company until paid in full.

If we offer supply only and give a free site visit to measure, these measurements are for the material amount we believe to cover the works. We do not accept back any materials left over.


Stains tend to have unpredictable results when being applied, possible bleeding effects, certain woods like Maple, beach, oak, merbau, birch and Pine do not take stains well and can result in some big colour variations and overlapping.

Due to the staining and re finishing process it is possible that skirting boards and walls may be marked or damaged in the process of renovating your floors. Over lapping can be visible. Whilst care will be taken it is likely that these will need touching up or made good once our work is completed.

If clients decided to change colour once 1 st. coat is down we reserve the right to charge for sanding back to bare wood again.

Please remember that colour can fade / bleach and change colour due to UV light or when covered. High sunlight areas should be protected by black out UV blinds / curtains.

Only use our cleaners and polish for floors we supply.

There will be dust from sanding flooring. We do try our best to contain this, we are not responsible for cleaning charges and do expect dust to be for couple days after completion.

Bespoke flooring/Special order items

Bespoke flooring is a special-order item. Once the colouring/finishing process has started under no circumstances can any order or any part of any order be cancelled.

There will be some items that we do not stock. The company may then offer to order this in for the customer. Items ordered in are special order items and once ordered cannot be cancelled. No refunds are given on any bespoke flooring items or any special-order items. We recommend applying hardwax oil or lacquer on completion once flooring has been installed to add protection from wear and colour change.

A recommended around 10 days should be allowed for acclimatization on all flooring material.


Adequate labour etc. must be provided for unloading.

Goods are delivered to kerbside except when we will supply and fit.

The Company can refuse delivery to site if it is deemed dangerous to the driver.

The Company has no responsibility or liability for the unloading of goods on site and for the storage and security of such goods.

All deliveries must be signed for by an authorised person as proof of delivery. We reserve the right to refuse delivery if no authorised signature is obtained.

Any period or date of dispatch quoted is an estimate only and the Company shall not be liable for any loss or damage arising directly or indirectly from delay in dispatch or delivery.

Risk in the goods shall pass to the Customer when the Customer or its agent takes delivery of the goods.

The Company cannot be held responsible for non-delivery caused by the existence or apprehension of war, acts of terrorism, declared or undeclared hostilities, quarantine, riots or strike.

If a delivery is refused or nobody accepts the order, re-delivery will be charged at twice the charged amount.

A 25% handling fee will be charged on all returned goods. Excluded from this charge is the pick-up fee, which is not negotiable.

Delivery in instalments should be treated separately and each delivery is a separate contract.

Delivery to U K mainland only.

We always recommend a top coat of sealer once the floor has been installed by a contractor for extra protection.


Goods will be invoiced at the prices current at the time of dispatch. Descriptions and prices in the Company’s price list are only current at the day the list is produced. Details of alterations are available on request.

The price list is not an offer. The Company can reject any order. The Company is not bound by an order until an official acknowledgement letter or dispatch document has been raised on its official forms.

All goods supplied by the Company remain its property until paid for. The Company reserves the right of disposal of all goods delivered to the Customer until paid for. The Customer will not deface or remove the Company’s notices of ownership and Retention of Title affixed to goods until paid for. If the Customer sells goods delivered by the Company before they are paid for it will do so as agent of the Company. Notwithstanding the foregoing, risk in goods delivered by the Company and all liability to third parties in respect of the goods will pass to the Customer from the time when the customer has collected the goods, or when the Company has delivered them either to the Customer or to an independent carrier. The Customer will bear responsibility and risk for any loss arising from damage or theft of the Company’s goods however caused.

If goods are not paid for we reserve the right to enter the Customer’s premises to retrieve the goods even if they have been laid.

If a customer fails to pay for goods or stops payment, the company has the right to claim legal fees and any other costs as a result of the customer’s failure to pay.


All orders accepted by the Company are subject to these terms and conditions. These terms and conditions will prevail if there is any inconsistency between them and any Customer’s conditions.

Samples. Wood is a natural material. Each piece of wood is unique in grain and colour and therefore cannot be truly representative of a finished installation.

Stains and hard wax oils. All stains and hard wax oils are manufactured for the company, samples, swatches and photographs are a guide only. The company accepts no responsibility to the accuracy of such items and will not be held responsible for any differences in shade, tone or colour.

The Company may at its discretion suspend or terminate the supply of any goods, if the Customer fails to make payment or defaults in any of its obligations under the contract or any other agreement with the Company.

Any qualification or variation to these conditions in the Customer’s order or made otherwise by the Customer is excluded from the contract unless expressly agreed by the Company in writing. Oral variations to these conditions have no effect.

The contract or its agreement shall be governed by English Law and the Customer consents to the exclusive jurisdiction of the English Courts in all matters regarding this contract except to the extent that the Company invokes the jurisdiction of the Courts of any other Country.

It is strongly recommended that the wood be left to acclimatise at house temperature for a minimum of 10 days prior to fitting.

Wood should be stacked and spaces should be allowed every 5-8 boards to help air flow. We reserve the right to refuse any out of stock/ opened or damaged goods returned to our premises.

No goods will be accepted back after 21 days from delivery.

If goods are sold to a Business Customer that has not been paid and are delivered to a third party the Company still retain ownership. If the original purchaser becomes insolvent or applies for receivership the third party will become liable for the goods.

Should you wish to return stock items we charge 20% restock plus £180 for collection in saleable condition.


Any claim for non-delivery of any goods should be notified immediately by the Customer to the Company or in any case within 3 days of the date of the Company’s invoice. Any claim that the goods have been delivered damaged or not the correct quantity or do not comply with their description shall be notified by the Customer to the Company within 7 days.

Any verbal advice given by the Company is by no means a guarantee unless put in writing by the Company. Furthermore the Company cannot be held responsible to hearsay.

The Company is not liable for any badly or incorrectly laid floors or any subsequent damage, liability or costs incurred from any independent arbitration arising from customers employing their own tradesmen.

Any alleged defect shall be notified by the Customer to the Company within 7 days of the delivery/fitting of the goods or in the case of any defect that is not reasonably apparent on inspection within 7 days of the defect coming to the Customer’s attention prior to installation or laying of flooring. In any event within 28 days of delivery.

If the Customer establishes that any goods are defective, the Company shall as its option replace with similar goods or repair any defective goods.

Where the Company is liable in accordance with these conditions in respect of only some or part of the goods, the contract will remain in full force and effect in respect of the other or other parts of the goods and no set-off or other claim shall be made by the Customer against or in respect of such other or parts of the goods.


Sales of goods act 1979 applies.

Returns policy online orders only excluding special order items.

As a consumer, you have rights when it comes to returns. For example, you have the right to return your order for up to 7 days after the goods come into your possession as a result of the Distance Selling Regulations act 2000. This is to ensure that you are totally happy with your purchase, which is why it only applies after you have taken delivery of the order. However, if you do decide to return the goods in part or wholly then you must abide by the Distance Selling Regulation guidelines.

You also have the right to cancel your purchase before your order has been dispatched to you. If cancellation is confirmed prior to the order being dispatched, the full invoice amount will be refunded to you within 5 working days.

If you cancel and would like to return your order after delivery, you will need to do so at your own expense. Upon receipt of the order, we will inspect it then refund the total amount to you providing the goods are in perfect condition.

All goods must be sent as they are received, complete with packaging and in their original condition. Following their delivery to us, we will refund the total due to you onto the payment card that you originally used. This will be made within 28 days of receiving the goods.