Terms & Conditions

1. About us

These terms apply to goods bought from One Step Beyond Flooring (“OSB”, “we”, “us”), a trading name of Jordan Holdings UK Limited, company number 06021309, VAT number GB 319 679 948. Our registered office is 3rd Floor, 86-90 Paul Street, London, EC2A 4NE. Our trading address, where returns should be sent, is Manor Avenue, Paignton, TQ3 2HR. Phone 01803 416419. Email sales@osbflooring.co.uk.

They are split into three parts: orders from consumers placed online or by phone, orders placed in our shop, and orders from trade customers. Nothing in these terms takes away your legal rights.

2. Who counts as a consumer

You are a consumer if you are buying mainly for personal use, for example flooring for your own home. You are a trade customer if you are buying for the purposes of your business, for example as a fitter, builder or landlord.

PART A – ONLINE AND PHONE ORDERS (CONSUMERS)

3. Your right to cancel

You can cancel your order for any reason within 14 days of the goods arriving. If your order arrives in more than one delivery, the 14 days start when the last delivery arrives.

To cancel, tell us clearly by email at sales@osbflooring.co.uk, by phone, or by using the form at the end of these terms. We recommend email so you have a record. You do not have to give a reason.

If you cancel before the goods are dispatched, we will refund you in full, including delivery.

Our products are standard stock items, so the exception for goods made to your own specification does not apply. If we ever offer made-to-measure items, we will say so clearly before you order. Wall panels are sold to consumers in our shop only, not online or by phone.

4. Returning goods after cancelling

• Send the goods back within 14 days of telling us you are cancelling.
• Please look after the goods and keep them in their original packaging, because you are responsible for taking reasonable care of them until we have them back.
• You arrange and pay for the return yourself, unless the goods are faulty, damaged or not what you ordered. You can use any courier or pallet carrier you like. Flooring is heavy and usually cannot be posted. Please pack the goods securely and consider insuring them while they travel back to us.
• If you would rather we collect, we can arrange this. The collection charge is the same as the standard delivery charge for your address, even if your own delivery was free. You can check that charge before you order. The charge only applies if you ask us to collect, and we will take it off your refund.

Returns after the 14 days

After the 14-day cancellation period, we may still accept a return as a goodwill service, but we do not have to. We will normally accept up to 3 packs of unopened, resaleable flooring and 3 accessory items in their original packaging, if you contact us within 21 days of delivery. You pay the cost of returning them. For returns worth £100 or more, we charge 10% of the value above £100, the same as in section 12. No restocking charge applies when you cancel within the 14 days. We do not accept goodwill returns of end-of-line, clearance or special order stock. This does not affect your legal rights if goods are faulty or not as described.

5. Refunds

We will refund you within 14 days of the day we receive the goods back, or within 14 days of the day you show us proof that you have sent them, whichever is earlier. We check returned goods when they arrive and may reduce your refund as set out below if they have lost value. Proof of sending means a tracked courier reference or a courier receipt. We normally refund once your goods have arrived and we have checked them. If we have refunded you on proof of sending and the goods then do not arrive, or arrive damaged or used, we may ask you to repay the amount by which they have lost value, up to the price you paid. We refund to the same card or account you paid with, with no fee. If you cancel the whole order and send all of the goods back within the time given in section 4, we also refund the standard delivery charge you paid. If you chose a more expensive delivery option, we refund the cost of our standard option.

We may reduce your refund if the goods have lost value because you handled them more than was needed to check them, for example by opening more boxes than needed, cutting, laying or damaging them. This reduction can never be more than the price you paid. To check your flooring is right, please open only one box or pack and keep the rest sealed in their original packaging. If you are not sure about the colour or finish, it is best to order a sample first, as we offer samples on our product pages. Do not fit the flooring until you are sure you are keeping it. Opening more than you need to check the goods can reduce the value of what you send back, and your refund may be reduced as described above.

6. Delivery

• Courier deliveries usually take 3 to 5 working days. Delivery costs and estimated times are shown before you pay. Unless we agree otherwise, we will deliver within 30 days of your order.
• The goods stay at our risk until they are in your possession.
• Please check your delivery when it arrives. If anything is damaged or missing, write it on the courier’s paperwork if you can and take photos. Then contact us as soon as you can, ideally within 48 hours. This helps us claim from the courier and sort things out faster. If you spot a problem later, your legal rights are not affected.
• If damaged goods need replacing, we collect the damaged items and send replacements at no cost to you. Collection and replacement may arrive on different days.

7. Faulty or incorrect goods

Your goods must be as described, of satisfactory quality and fit for their purpose. If they are not:

• Within 30 days of delivery, you can reject them and get a full refund.
• After that, you can ask us to repair or replace them at our cost, including labour, materials and carriage.
• If a repair or replacement does not fix the problem, or we cannot do it within a reasonable time, you can ask for a price reduction or a refund.
• If a fault appears within 6 months of delivery, we will assume it was there when the goods were delivered unless we can show otherwise.

Please check your flooring before you fit it. If you can see a problem such as the wrong colour, the wrong product or visible damage, contact us before you start laying it, so we can put it right quickly. If you are not sure whether something is a fault, ask us first.

To make a claim, call or email us with photos where possible. We will look at what you send, may ask to inspect the floor, and will tell you what we propose. If you disagree with our findings, you can get an independent inspection. If it finds that the goods are faulty, we will refund the cost of that inspection and put the fault right at our cost. Please agree the inspector with us first so the cost is reasonable.

Our liability is as set out by law. We do not exclude or limit it in any way that the law does not allow.

8. Natural variation, samples and grading

Wood is a natural product, so colour, grain, knots and shade vary from plank to plank and may differ from photos on screen. We strongly recommend ordering a sample first. A small sample can only give an idea of the colour and cannot show the full variation of a floor.

Natural variation that matches the product description is not a fault. Goods that do not match their description are not covered by this, and you keep your legal rights.

Unless the listing says otherwise, our real wood flooring is rustic grade, which has colour variation from plank to plank and natural features such as sapwood, filled knots and splits. Distressed flooring has the same grade, with larger knots and splits filled with resin. It is not suitable for underfloor heating. If the floor does not match the grade shown in the listing, tell us and we will put it right.

Laminate and Pro-Tek click vinyl can show a slight shade difference from a sample because of how they are printed. A difference that is within normal manufacturing variation is not a fault.

9. Alternative products

If we run out of stock, we may offer you a similar product. We will contact you first and we will only send it if you agree. If you do not want it, you can cancel the order and get a full refund.

10. Storage

If you ask us to hold your goods, we will store them free for up to 2 months from the order date. Before that time ends we will contact you to arrange collection or delivery. If you still have not arranged this after we have given you reasonable notice in writing, we may cancel the order. In that case we will refund what you paid, less our reasonable, proven costs such as storage. We will not charge more than the actual loss.

Orders due for collection or delivery within 3 weeks are paid for in full when you order. This does not affect your right to cancel in section 3.

PART B – ORDERS PLACED IN OUR SHOP

11. In-store orders

Orders taken in our shop are covered by the Consumer Rights Act 2015. You do not have the 14-day online cancellation right for goods you buy in the shop, but you keep all your rights if goods are faulty, not as described, or not supplied.

• Standard stock items: we will normally agree a credit note, an exchange or a change of quantity if you ask before the goods are collected or delivered.
• Special orders: if we order goods in from a supplier specially for you, we cannot cancel with the supplier once the order is placed, so a special order cannot be cancelled after that point. We will tell you this before you pay. This does not affect your rights if the goods are faulty, not as described, or we fail to supply them.
• Storage is the same as in section 10.
• Deposits: if you pay a deposit, it is non-refundable if you cancel or do not collect your goods. We hold your goods for 2 months, starting when everything is in stock with us. We will contact you before the hold ends. If the balance is not paid by the end of the hold, or any extension we agree, we may cancel the order and keep the deposit. This does not apply if we fail to supply the goods, or they are faulty or not as described, in which case we will refund your deposit.
• Delivery, faulty goods, natural variation and alternative products work as in sections 6 to 9.

12. Returning unused goods to the shop

This is a goodwill service in addition to your legal rights. It does not apply to faulty goods, which are covered by section 7.

• Return unopened, resaleable packs in their original packaging, clean and in good condition, within 21 days of purchase.
• We accept returns of up to 3 packs of flooring and 3 accessory items per invoice, counted across all your returns. Anything beyond that we can give you as a credit note, with no restocking charge.
• Wall panels, and laminate flooring that we order in for you, cannot be returned, because they are supplied in batches we cannot match later. Our own stocked Kingswood Collection laminate can be returned.
• If you take store credit instead of a refund, no restocking charge applies. Store credit is valid for 12 months.
• No restocking charge applies to returns worth less than £100. For returns worth £100 or more, we charge 10% of the value above £100. For example, if you return goods worth £150, the charge is 10% of £50, which is £5.
• We do not accept goodwill returns of end-of-line or clearance stock.
• Refunds go back to the original card. Cash and bank transfer refunds are arranged within 72 hours. Your bank can take 3 to 5 working days to show a card refund. We bank cash daily, so we may not have enough cash in the shop on the day.
• If you ask us to collect the goods, we will tell you the cost before we do it.

PART C – TRADE CUSTOMERS

13. Trade orders

If you buy for the purposes of your business, these rules apply instead of Parts A and B.

• Cancellations and returns are only by agreement. We will normally accept returns of unused, resaleable goods in original packaging within 21 days of delivery, up to 3 packs of flooring and 3 accessory items per invoice. A 10% restocking charge applies to the value above £100.
• Wall panels, and laminate flooring that we order in for you, cannot be returned, because they are supplied in batches we cannot match later. Our own stocked Kingswood Collection laminate can be returned.
• If you take store credit instead of a refund, no restocking charge applies. Store credit is valid for 12 months.
• Deposits on trade orders: a deposit is non-refundable if you cancel or do not collect your goods. We hold your goods for 2 months, starting when everything is in stock with us. We will contact you before the hold ends. If the balance is not paid by the end of the hold, or any extension we agree, we may cancel the order and keep the deposit. This does not apply if we fail to supply the goods, or they are faulty or not as described, in which case we will refund your deposit.
• Please check goods on delivery and tell us about any damage or shortage within 7 days. Tell us about faults you find later as soon as you reasonably can after discovering them.
• If goods are faulty, we will repair, replace or refund them, and we will pay reasonable carriage costs. Please do not fit goods you know to be faulty or the wrong product.
• We do not limit our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit.
• Sections 8, 9 and 10 also apply to trade orders.

PART D – GUARANTEES AND COMPLAINTS

14. Guarantees

Engineered wood floors come with a guarantee against manufacturing defects. The length of the guarantee is shown on each product page. The guarantee does not cover scratches, dents or damage caused by the conditions in your home, such as moisture, or by incorrect fitting.

Pro-Tek products are guaranteed by the manufacturer. See the manufacturer’s website or our registration page for details.

Guarantees are extra benefits. They never take away your legal right to a repair, replacement or refund if goods are faulty.

15. Complaints

If you have a problem, call 01803 416419 or email sales@osbflooring.co.uk. If you bought in the shop, you can also speak to us there. We may ask for photos or a complaint form, and we may ask to inspect the floor. We will reply as soon as we can.

Most floor problems are caused by the fitting or the room conditions, but we will look at every complaint fairly and tell you what we found and why. If we agree the goods are faulty, we cover the reasonable cost of the labour and materials to repair or replace them. If we agree to pay for decorating or repairing skirting boards damaged during the work, we will agree the amount with you first.

If we cannot settle a complaint, you can contact Citizens Advice or your local Trading Standards office.

16. Recommended fitters

We can recommend independent fitters for customers who bought flooring from us. They are not employed by OSB. You contract directly with them, and they are responsible for their own work. Payment should be made when the work is completed to your satisfaction. Fitters may ask for a deposit and may charge for cancellation at short notice. Their quote tells you what is included and what could cost extra, such as floor preparation (plywood, screed, damp proof membrane and sanding), lifting old flooring, cutting doors, undercutting, fitting skirting boards or moving furniture.

MODEL CANCELLATION FORM

(Complete and send only if you want to cancel the contract.)

To: One Step Beyond Flooring (Jordan Holdings UK Limited), Manor Avenue, Paignton, TQ3 2HR, email sales@osbflooring.co.uk

I hereby give notice that I cancel my contract for the sale of the following goods: _______________

Ordered on / received on: _______________

Name: _______________

Address: _______________

Signature (only if sending on paper): _______________

Date: _______________