Terms & Conditions

The website timberwharfflooring.net is operated by Timberwharf Flooring Ltd, Company Number 12317414.

Registered Office:
London Accounting Group Ltd
26 Theydon Road
London
E5 9NA

Trading Address:
Unit 8A, Ravensdale Industrial Estate
Timberwharf Road
London
N16 6DB

Email: info@timberwharfflooring.net

In these Terms, “Timberwharf”, “we”, “us” and “our” mean Timberwharf Flooring Ltd. “Customer”, “you” and “your” mean the person or business purchasing Goods from us.

We take reasonable care to ensure that information displayed on our website is accurate and up to date.

Product photographs, room images, colours, dimensions, patterns, textures and finishes are intended as a guide. Appearance may vary due to lighting, photography, screen settings and natural or manufacturing variation.

Product sizes may be nominal and actual dimensions may vary slightly within normal manufacturing tolerances.

We may update or correct website content where reasonably necessary.

Where samples are available, we recommend ordering a sample before placing a larger order where colour, texture, pattern or finish is particularly important.

Samples provide a general indication of a product. Products supplied later may come from a different production batch and may therefore vary slightly in shade, pattern, texture or appearance.

It is the Customer’s responsibility to ensure that sufficient quantities are ordered for the intended project.

Any calculator, quantity estimate or assistance provided by Timberwharf is intended as a guide unless expressly agreed otherwise in writing.

Customers should allow an appropriate amount for cutting, breakages, pattern matching and wastage.

We recommend ordering the full quantity required at the same time because products purchased later may come from a different manufacturing batch.

Please check your product, size, colour, finish, quantity, delivery address, billing details and contact information carefully before completing your order.

When you place an order you are making an offer to purchase the Goods from us.

An automatic order acknowledgement or payment authorisation does not necessarily mean that we have accepted your order.

Unless we expressly confirm otherwise, the Contract between you and Timberwharf is formed when your order is accepted for fulfilment or dispatched.

We may decline or cancel an order before acceptance where there is a legitimate reason, including unavailable Goods, an obvious pricing error, failed payment authorisation, suspected fraud or an inability to fulfil the order.

Prices are displayed in pounds sterling (£).

Unless clearly stated otherwise, prices displayed to consumers include VAT where applicable.

Delivery charges are additional unless an order qualifies for free delivery. Applicable delivery charges will be displayed at checkout.

Prices may change from time to time, but changes will not normally affect an order already accepted by us.

We take reasonable care to ensure that prices displayed on our website are correct. Occasionally an error may occur.

If we identify a pricing error before accepting an order, we may contact you and give you the option to proceed at the correct price or cancel the affected item or order.

We are not obliged to supply Goods at an obviously incorrect price where the error should reasonably have been apparent.

If payment has already been taken for an order we cannot accept, the relevant amount will be refunded.

Payment must be made using one of the payment methods made available by Timberwharf.

Payment transactions may be processed by third-party providers and may be subject to payment authorisation, fraud-prevention and security checks.

We may withhold Goods or cancel an order where payment has not been received in full in cleared funds.

Goods remain our property until payment has been received in full.

All Goods are subject to availability.

Although our website may display stock information, stock levels can change quickly and occasional discrepancies may occur.

If an item becomes unavailable after you place an order, we may offer an alternative product, a revised delivery timeframe or a refund for the unavailable Goods.

We will not substitute a materially different product without your agreement.

Tiles, panels and similar products may naturally or intentionally vary in colour, shade, pattern, texture, veining, surface finish, dimensions, thickness and calibration.

Normal variations of this kind do not necessarily constitute a defect.

Where a product has multiple faces or patterns, website images may not represent every individual face supplied in a particular box.

Later orders of the same product may come from a different production batch and cannot always be guaranteed to match an earlier batch exactly.

Goods should be inspected as soon as reasonably possible after delivery and before they are cut, drilled, altered, fitted or installed.

Please check the product, size, colour, finish, quantity, batch or shade where applicable, and overall condition.

If Goods appear damaged, faulty or incorrect, please contact us before installation wherever reasonably possible.

Nothing in this section removes or limits statutory rights relating to faults or defects that could not reasonably have been identified before installation.

Installation should be undertaken using appropriate materials, methods and applicable industry standards.

The installer is responsible for assessing the installation area and determining suitable preparation, adhesives, primers, grouts, sealants and fixing methods.

Where tiles have shade or pattern variation, material should normally be drawn from several boxes during installation to achieve a balanced appearance.

Timberwharf is not responsible for defective workmanship carried out by an independent installer or tradesperson.

Current delivery charges, estimated delivery times, geographical restrictions and available delivery services are set out in our Delivery Policy and, where applicable, at checkout.

Delivery dates and timeframes are estimates unless a specific guaranteed delivery date has expressly been agreed by us.

Delivery may occasionally be delayed because of courier delays, adverse weather, traffic, road closures, vehicle breakdowns, access restrictions, bank holidays or circumstances outside our reasonable control.

Customers should not book installers or tradespeople solely on the basis of an estimated delivery date.

Large, heavy or multiple-item orders may be delivered on a pallet using a commercial delivery vehicle.

Pallet deliveries are normally kerbside deliveries.

Drivers are not normally responsible for carrying Goods inside a property, upstairs, through a building, unpacking Goods or moving individual boxes to an installation area.

The Customer should make suitable arrangements to move Goods from the delivery point.

It is the Customer’s responsibility to tell us about known delivery restrictions before dispatch.

These may include narrow roads, height or width restrictions, weight restrictions, parking restrictions, steep inclines, gravel or uneven surfaces, steps or other access difficulties.

If a delivery vehicle cannot safely reach the requested delivery point, Goods may be delivered to the nearest safe and reasonably accessible location.

Reasonable additional costs may be charged where a delivery fails because of incorrect information or undisclosed access restrictions, where permitted by law.

Please ensure somebody is available to receive the order where the delivery service requires attendance.

Goods and packaging should be inspected as soon as reasonably possible after delivery.

If damage is visible, where practicable please take clear photographs and contact us promptly.

We ask that transit damage is reported within 48 hours wherever possible so that we can investigate courier claims quickly. This request does not remove your statutory consumer rights.

Where delivery cannot be completed because nobody is available when attendance is required, the delivery address is incorrect, delivery is refused or suitable access is unavailable, reasonable additional redelivery or return costs may be charged where permitted by law.

If you need to change or cancel an order, please contact us as soon as possible at info@timberwharfflooring.net .

Where an order has not yet been processed or dispatched, we will try to accommodate your request.

Once an order has entered the dispatch process it may not be possible to stop or amend the shipment.

Consumers purchasing through our website, telephone or another distance-selling method will normally have the right to cancel the Contract without giving a reason.

Unless an exception applies, you may notify us that you wish to cancel at any time from placing your order until 14 days after the day on which you receive the Goods.

Where an order contains multiple Goods delivered separately, the cancellation period may run from receipt of the final item.

To cancel, contact info@timberwharfflooring.net and provide sufficient information for us to identify your order.

After notifying us that you are exercising a statutory right to cancel, Goods must normally be returned within 14 days.

Where Goods are returned because of a change of mind, the Customer is normally responsible for arranging and paying the direct cost of returning them.

Return costs can be significant for tiles, wall panels, palletised Goods and other heavy products.

Please contact info@timberwharfflooring.net before arranging a return so that we can provide the appropriate return instructions.

Goods should be adequately protected and packaged for transportation.

Statutory exceptions to change-of-mind cancellation rights may apply to certain Goods, including Goods made to a Customer’s specifications, clearly personalised Goods or products manufactured or cut specifically for the Customer.

Customers should not install, cut, drill or permanently alter Goods they intend to return because of a change of mind.

These provisions do not remove legal rights relating to Goods that are faulty, damaged, misdescribed or otherwise do not conform to the Contract.

Refunds due following a valid consumer cancellation will be processed in accordance with applicable law.

Where Goods are being returned, we may withhold reimbursement until we have received the Goods back or you provide evidence that they have been returned, whichever occurs first.

Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed.

Goods supplied by Timberwharf must meet applicable legal requirements, including requirements relating to satisfactory quality, description and fitness for purpose where applicable.

If you receive an incorrect, damaged or faulty product, please contact us as soon as reasonably possible at info@timberwharfflooring.net .

We may ask for your order number, a description of the issue and clear photographs where these can reasonably assist us in assessing the problem.

Nothing in these Terms restricts your statutory remedies for faulty, damaged or misdescribed Goods.

We strongly recommend that customers do not book installers or tradespeople until the full order has arrived, has been checked and sufficient material has been confirmed.

To the extent permitted by law, Timberwharf will not be responsible for avoidable costs caused by arranging installation before Goods have arrived and been reasonably inspected.

Nothing in this section excludes liability where it would be unlawful to do so.

We will not be responsible for delay or failure to perform an obligation where this results from circumstances outside our reasonable control.

Examples may include severe weather, flooding, fire, accidents, industrial action, road closures, transport disruption, carrier network failures, government restrictions, shortages, power failures or major telecommunications or infrastructure failures.

Where such an event materially affects an order, we will take reasonable steps to minimise the effect where possible.

Your statutory rights remain unaffected.

Promotional codes, discounts and special offers may be subject to additional terms displayed with the relevant promotion.

Unless expressly stated otherwise, promotional codes cannot be exchanged for cash and apply only during the stated promotional period and to qualifying Goods.

Where stated, promotional codes may not be combined with other offers or discounts.

Where Goods are purchased wholly or mainly for purposes relating to a trade, business, craft or profession, the Customer may be treated as a business customer rather than a consumer.

Consumer-specific rights, including statutory change-of-mind cancellation rights for distance contracts, do not generally apply to business purchases.

Separate written trade terms, quotations or individually agreed commercial terms may apply where relevant.

Nothing in these Terms excludes or limits our liability where doing so would be unlawful, including liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or statutory consumer rights that cannot legally be excluded or restricted.

We are not responsible for losses that were not reasonably foreseeable when the Contract was formed or losses arising from matters for which we are not legally responsible.

We aim to keep our website available and operating correctly but cannot guarantee uninterrupted access at all times.

Access may occasionally be suspended or restricted because of maintenance, technical problems, security requirements or circumstances outside our reasonable control.

Temporary website unavailability does not affect Contracts that have already been formed.

Unless otherwise stated, content on the Timberwharf website, including branding, text, graphics, layouts and original imagery, is owned by or licensed to Timberwharf Flooring Ltd and protected by applicable intellectual-property laws.

Website content may be viewed and used for ordinary personal shopping purposes but may not be commercially reproduced, republished or distributed without permission where Timberwharf owns or controls the relevant rights.

Third-party trademarks, product names and imagery remain the property of their respective owners.

We handle personal information in accordance with our Privacy Policy .

Our Privacy Policy explains how information may be used for orders, payments, deliveries, customer service, security and marketing.

Cookies and similar technologies are dealt with through our applicable privacy and cookie information and cookie-preference tools.

If you have a complaint regarding an order, product or our service, please contact us so that we have an opportunity to investigate the matter.

Email: info@timberwharfflooring.net

Please provide your order number and a clear description of the issue wherever possible.

Nothing in this section prevents a consumer from exercising any legal right or seeking an available legal remedy.

We may update these Terms & Conditions from time to time to reflect changes to our business, website, delivery services or applicable law.

The Terms that apply to an order will normally be those in force when the relevant Contract is formed.

Changes made after a Contract has been formed will not retrospectively remove rights that have already arisen under that Contract.

If any provision of these Terms is found to be unlawful, invalid or unenforceable, the remaining provisions will continue to apply so far as legally possible.

If we do not immediately enforce a right under these Terms, this does not mean that we have waived that right.

Unless expressly stated otherwise, a person who is not a party to a Contract between Timberwharf and the Customer does not have a right to enforce its terms.

These Terms & Conditions and Contracts made under them are governed by the applicable laws of England and Wales.

If you are a consumer living elsewhere in the United Kingdom, nothing in this section removes any mandatory rights available to you under applicable law.