Terms and Conditions of Sale

Please read these terms carefully before placing your order.

1.  Ownership of Goods

1.           Title of goods: All goods remain the property of Newland Floors and Doors until full payment has been received in cleared funds.

2.           Risk: Risk in the goods passes to the customer upon delivery or collection, whichever occurs first.

2.  Payment

3.           Payment in full: Full payment for all goods must be received prior to the agreed delivery date.

4.           Deposits: Any deposit paid is strictly non-refundable once an order has been placed and confirmed.

5.           Order cancellation: No orders can be cancelled once they have been placed and confirmed with our suppliers. We are unable to accept returns on cut-to-order or special-order materials.

3.  Measurements & Quotations

6.           Customer responsibility: Customers are ultimately responsible for ensuring that measurements provided are accurate. Where a free measurement and quotation service is offered by Newland Floors and Doors, this is provided as a courtesy for materials estimation purposes only.

7.           Materials quotation only: Any site visit, measurement, or survey carried out by Newland Floors and Doors is solely for the purpose of calculating a materials quotation. It does not constitute a fitting survey and Newland Floors and Doors accepts no liability for errors arising from reliance on our measurements by any third party, including independent fitters.

8.           Independent fitter’s own survey: Any independent fitter introduced or referred by Newland Floors and Doors must carry out their own independent site survey and measurements before commencing work. Newland Floors and Doors accepts no liability for any shortfall, wastage, or fitting errors resulting from a fitter relying solely on measurements provided by us.

9.           Order changes: Newland Floors and Doors requires at least 72 hours’ written notice of any changes to a confirmed order. Changes cannot be guaranteed and may not be possible once an order is placed.

4.  Independent Fitters – Important Notice

10.        Materials supply only: Newland Floors and Doors supplies flooring and door materials only. We do not employ fitters, project-manage installations, or act as a principal contractor for any fitting works.

11.        Referral basis: Where Newland Floors and Doors introduces a customer to an independent fitter, this is provided as a convenience only. The introduction does not constitute a recommendation, endorsement, or guarantee of the fitter’s workmanship, conduct, or suitability.

12.        Separate contract: Any contract for fitting or installation is formed directly and solely between the customer and the independent fitter. Newland Floors and Doors is not a party to that contract and accepts no responsibility or liability for the quality, timeliness, or outcome of any fitting works.

13.        Fitter’s liability insurance: Customers are advised to confirm that any fitter they engage holds valid public liability insurance before works commence. Newland Floors and Doors can provide contact details of introduced fitters upon request.

14.        Damage during fitting: Any damage caused during fitting by an independent fitter is the sole responsibility of that fitter. Newland Floors and Doors accepts no liability for damage to property, fixtures, or fittings arising from installation works carried out by any third party.

15.        Manufacturer’s installation guidelines: It is the sole responsibility of the installer to read, understand, and follow the manufacturer’s installation guidelines in full prior to and during installation. This includes, but is not limited to: subfloor preparation, acclimatisation periods, adhesive or fixing specifications, expansion gaps, and moisture barrier requirements. Newland Floors and Doors accepts no responsibility for product failures, defects, or warranty voidance arising from installation that does not comply with the manufacturer’s specified requirements.

16.        Installation guidelines availability: Manufacturer installation guidelines are available on request from Newland Floors and Doors, and are typically included with the product or available on the manufacturer’s website. It is the installer’s responsibility to obtain and follow the current version of these guidelines before commencing work.

5.  Customer Responsibilities

17.        Hidden services: It is the customer’s responsibility to notify their fitter of the location of any hidden pipes, cables, underfloor heating, or other services prior to work commencing. Newland Floors and Doors and any independent fitter accept no liability for damage to unseen or undisclosed services unless written notification has been provided in advance.

18.        Doors and ironmongery: Unless agreed otherwise in writing, the customer is responsible for trimming and re-hanging any doors that require adjustment following the installation of new flooring.

19.        Furniture removal: Unless agreed otherwise in writing, the customer is responsible for removing furniture and personal items from the area to be floored prior to the fitting date, and for returning items afterwards.

20.        Removal of existing flooring: Unless specifically agreed and included within the materials quotation, the customer is responsible for the removal and disposal of any existing floor coverings prior to fitting.

21.        Cleaning: The customer is responsible for cleaning and preparing the premises following completion of fitting works.

6.  Returns & Restocking Fees

22.        Non-returnable products: Certain products are non-returnable. Where this applies, it will be clearly stated on your written quotation at the time of order. This includes, but is not limited to, special-order products, cut-to-length materials, and items ordered specifically to your specification.

23.        Return window: Where a return is permissible, it must be requested within the return window specified at the time of purchase. Returns outside of this window will not be accepted.

24.        Restocking and return fees: Our suppliers apply restocking and return fees to eligible returns. Newland Floors and Doors will only ever pass on the exact fees charged to us by our suppliers — we do not add any additional margin to these charges. The applicable fee will be confirmed at the time of your return request.

25.        Avoiding return fees: To avoid restocking fees, we strongly recommend that you carefully check all product details, specifications, and quantities before confirming your order. Our team is happy to assist with any queries prior to ordering.

26.        Condition of returned goods: All returned items must be in their original, unopened, and undamaged packaging. Newland Floors and Doors reserves the right to refuse a return or apply additional charges where goods are returned in an unsatisfactory condition.

7.  Delivery

27.        Standard delivery: Unless otherwise agreed in writing, all deliveries are made to kerbside only. Deliveries are carried out by third-party haulage companies using vehicles typically between 12ft and 45ft in length. Deliveries will be made between 8:00am and 6:00pm on the agreed date.

28.        Access and restrictions: It is the customer’s responsibility to notify Newland Floors and Doors of any access restrictions at the delivery address — including but not limited to: narrow roads, low bridges, parking restrictions, weight limits, or site access requirements — prior to the delivery being booked. Newland Floors and Doors cannot be held responsible for failed or delayed deliveries arising from undisclosed access restrictions.

29.        Unloading: Unless an alternative arrangement has been agreed in writing, all goods must be unloaded by the customer or a nominated person at the delivery address. Third-party haulage companies are not insured to hand-ball or carry goods beyond kerbside, and Newland Floors and Doors accepts no liability for any damage arising from a customer requesting the driver to do so.

30.        Alternative delivery arrangements: If kerbside delivery is not suitable, alternative arrangements such as tail-lift, pallet delivery, or smaller vehicle options may be available. Please contact us in advance to discuss your requirements. Additional charges may apply.

31.        Delivery timeframes: All delivery dates provided are estimates only. Newland Floors and Doors will endeavour to meet agreed dates but accepts no liability for delays caused by circumstances beyond our control, including supplier lead times, haulage delays, or force majeure events.

32.        Properties with restricted access: Large quantities of flooring cannot be delivered to properties with stepped access, flats above the ground floor (even where a lift is available), or communal areas. For flats, orders will be left at the external doorstep on the ground floor only. For properties with stepped access, goods will be left at the bottom of the steps.

33.        Extended delivery areas: Deliveries to certain areas of the UK may take longer than our standard delivery timeframes. This includes, but is not limited to: Scotland, the Channel Islands, the Isle of Wight, the Isle of Man, and Northern Ireland. Customers in these areas should allow additional time when planning their order.

34.        UK delivery only: Newland Floors and Doors currently ships within the United Kingdom only. We are unable to accept orders for delivery to the EU or any other international destination.

8.  Product Guarantees & Liability

35.        Manufacturer guarantees: All product guarantees are provided by the relevant manufacturer and are subject to their individual terms and conditions. Newland Floors and Doors does not provide any independent guarantee of product performance beyond the statutory rights described below.

36.        Warranty conditional on correct installation: All manufacturer warranties are conditional upon the product being installed strictly in accordance with the manufacturer’s installation guidelines. Warranty claims may be refused by the manufacturer where installation does not meet their specified requirements. Newland Floors and Doors cannot be held liable for warranty voidance resulting from incorrect or non-compliant installation by any third party.

37.        Installation failures: Newland Floors and Doors accepts no responsibility for flooring or door installations that fail, deteriorate, or underperform as a result of installation that has not followed the manufacturer’s guidelines. Any remedial costs, replacement materials, or consequential losses arising from such failures are the responsibility of the installer and are not the liability of Newland Floors and Doors.

38.        Limitation of liability: Newland Floors and Doors’s liability to the customer shall be limited to the value of the materials supplied under the relevant order. We shall not be liable for any loss of profit, loss of use, or any indirect or consequential loss howsoever arising.

9.  Online Orders – Additional Terms

The following terms apply in addition to all other sections of this document where an order is placed via our website, by telephone, or by email without the customer being physically present at our premises at the time of ordering.

39.        Formation of contract: An order placed online or remotely does not constitute a binding contract until Newland Floors and Doors has sent a written order confirmation by email. We reserve the right to decline any order prior to sending that confirmation.

40.        14-day cancellation right: In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers who purchase online or remotely have the right to cancel their order within 14 calendar days of receiving their goods, without giving a reason, provided the goods are not excluded under clause 9.4 below.

41.        How to cancel: To exercise your right to cancel, you must notify us in writing within 14 days of receiving your goods by email to info@newlandfloorsanddoors.co.uk or in writing to our registered address. You must then return the goods to us within a further 14 days at your own cost, in their original undamaged and unopened packaging.

42.        Exemptions from the right to cancel: The 14-day cancellation right does not apply to: (a) goods that have been cut to your specification or made to order; (b) special-order products identified as non-returnable on your quotation; or (c) goods that have been mixed or installed and therefore cannot be returned in their original condition.

43.        Refunds: Where a valid cancellation is made, Newland Floors and Doors will process a refund of the goods value within 14 days of receiving the returned items and confirming they are in an acceptable condition. Supplier restocking fees (as described in Section 6) may be deducted from the refund where applicable.

44.        Pricing errors: Whilst every effort is made to ensure pricing accuracy on our website, errors may occasionally occur. In the event of a pricing error, we will contact you before processing your order. You will have the option to proceed at the correct price or cancel your order for a full refund.

45.        Online Dispute Resolution: The European Commission’s Online Dispute Resolution platform is available at https://ec.europa.eu/consumers/odr. We are not obliged to participate in alternative dispute resolution, but are willing to consider it in appropriate cases.

10.  Your Statutory Rights

Nothing in these Terms and Conditions affects your statutory rights as a consumer under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable legislation. The above does not affect your statutory rights.

11.  Governing Law

These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising shall be subject to the exclusive jurisdiction of the courts of England and Wales.

12.  Acceptance of Terms

By placing an order with Newland Floors and Doors — whether in store, by telephone, by email, or via our website — you confirm that you have read, understood, and agreed to these Terms and Conditions. If you have any questions, please speak to a member of our team before placing your order.