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Terms & Conditions of Service

1.1 The "Company"
The "Company" means Real Wood Flooring. Real Wood Flooring is a trading name of Artistico Ltd, registered in England and Wales incorporated under the Companies Act 1985 as a private company and that company is limited, Company Reg No: 5041371, VAT Reg No: 856435600
1.2. The "Customer"
The "Customer" means the customer of the company
1.3. The "Order"
The "Order" means any order for sale of goods or service by the Company to the Customer
1.4. The "Goods"
The "Goods" means any goods forming the subject of this order including parts and components of materials incorporated with them

2.1. Delivery term
We hold extensive quantities of stock available on a 2 - 4 working days delivery anywhere within mainland UK.The delivery term of 2-4 working days we estimate starting of payment receiving date.
2.2. Time of delivery
We deliver anytime between 8.00am and 6.00pm.
2.3. Delivery place and place access
Delivery promises are based on the assumption that there is an unobstructed good hard road giving adequate access by lorry to the delivery address and storage space. The Company can refuse delivery to site if it is deemed dangerous to the driver.
2.4. Unloading
Adequate labor etc. must be provided for unloading. Goods are delivered to ground floor only, with the exception of Decking, which is to curbside only
The Company has no responsibility or liability for the unloading of goods on site and for the storage and security of such goods.
2.5. Undelivered goods
The Company cannot be held responsible for non-delivery caused by the customer absence.
If a customer can not accept the goods on the due date he has to make a notice when he pays for the goods.
If a customer fails to take delivery of the goods or any part of them on the due date
and fails to provide any instructions documents licenses consents or authorizations required to enable the goods to be delivered on the due date the company will return his order and it will be stored. A 25% handling fee will be charged on all returned goods. Excluded from this charge is the pick-up fee, which is not negotiable.
If a delivery is refused or nobody accepts the order, re-delivery will be charged at twice the charged amount.
2.6. Storage
Risk in the goods shall pass to the Customer when the Customer or its agent takes delivery of the goods.

3.1. VAT
All prices and offers are correct at time of going to print, but are subject to change and availability. VAT will be charged on all prices (including carriage) at the rate of 20%.
3.2. Invoices
Goods will be invoiced at the prices current at the time of dispatch.
Invoices that are incorrect must be returned as no alteration can be made at settlement
3.3. Price changes
Real Wood Flooring will try to ensure that prices on the website are accurate.We are not responsible for errors that may occur. If we discover any errors in the price of goods before we accept your order, we will notify you as soon as possible and give you the option to resubmit your order at the correct price or cancel the order.

4.1. Payment methods accepted
We accept PayPal, Cheque, Postal order, Bankers draft, Cash on collection.
We also accept credit card payment by Mastercard, Visa, Delta, Switch, Solo using our secure server with digital encryption. If you prefer, you may also supply us with your credit card information by telephone or fax. We do not charge for any item until it is ready to ship.


4.2. Payment date
Payment date is the date when we receive your funds. If you pay by cheque payment date is the date when the cheque clears.
4.3. Unpaid orders
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.

Upon receipt of your order, we will send you a written order confirmation by fax, e-mail or post. Upon payment, we will also send you a receipted invoice.


6.1. Real Wood Flooring's products installed in a commercial applications will be afforded a 5 year warranty on both structural integrity and finish. This will apply if the floor is cared for in a proper way and is not subject to water leaks , floods or maintenance procedures that utilize wet. These will void all warranties.

6.2 Important: Wood is a hygroscopic material and will expand and contract with changing moisture conditios in the different times of year. Some minor separation between boards might occur during seasonal change. This is not considered a defect and is not covered by this warranty.

6.3. Real Wood Flooring's warranty does not cover indentations, scratches, defects or damages caused by improper maintenance, misuse or insufficient protection. Our warranty does not cover damages caused by negligence, water, insects, pets, spiked or damaged heel shoes, vacuums with beater bar heads, furniture, appliances, casters, falling or dropped objects or construction traffic. Real Wood Flooring's warrantoes exclude defects and damages caused by man made or natural disasters including leaking or broken plumbing, fire, flood, earthquake.

6.4. In order for our warranty to continue to apply throughout this 5 years, the customer have to call us to survey the condition of the flooring every 6 months which will cost a fee of £150.00.

6.5. Underfloor Heating: Real Wood Flooring Ltd. takes no responsibility for Engineered flooring laid over underfloor heating.

7.1. Returns
If for any reason you wish to cancel your order and return non-faulty goods please advise us in writing by fax, e-mail or post, within 7 working days of receipt. Returned goods must be in unopened original packaging and in undamaged condition. We will arrange for collection. All returns will be subject to a re-stock charge of 20%, plus return carriage charge.
7.2. Refund
A refund of goods cost incl. VAT will be made within 30 days of receiving your notice of cancellation.The delivery and return charges will not be refunded. This does not affect your consumer statutory rights.
7.3. Special orders
The special orders can't be returned.

We will supply you with goods that are free from defects in materials and workmanship for a period of 12 months (or longer if required by law) from the date of delivery.
Please inspect your goods immediately upon delivery and advise us as soon as possible of any discrepancies, defects or damages. Check that the boards are flawless before laying them. Should you discover a board with a manufacturing defect, do not lay it. It may be usable later on. Do not install the flooring unless you are completely satisfied, as we will not accept any claims for damaged items once the flooring has been installed. Where the buyer has used or installed the goods such use or installation shall be taken as conclusive evidence that the buyer has accepted the goods notwithstanding that there is a defect in the quality or condition of the goods or that they may fail to correspond with their specification and the buyer in those circumstances waives the right to make any claim against the company. You must accept full responsibility for the suitability of the goods ordered for the purpose to which they are put.
If goods are delivered faulty or incorrect, you must advise us as soon as possible, within seven days from the date of delivery. Do not open packs unnecessarily, as once opened we cannot put them back into stock. If the goods are found to be damaged or defective prior to delivery to you, we will at our option replace the goods or refund the price paid by you. We will then arrange for collection and a full refund on receipt of goods at our warehouse or at the latest within 30 days of agreeing to give the refund. Real Wood Flooring shall have the right to examine any goods the subject of any claim or complaint after the delivery thereof. Save as aforesaid shall be under no further liability to the buyer in respect of the short delivery, defective goods, failure to comply with description or lack of quality, delay in delivery or in respect of any other complaint relating to the goods.

9.1 All flooring services – floor installation, floor sanding, flooring repair, etc. could start in customer’s property after confirmation of the date and after deposit for flooring material (if any) is cleared.
9.2 Any additional work, which does not appear in our quotation will be subject to an extra charge. The minimum charge for an additional work requested from the customer after flooring work starts is £450.
9.3 Cancellation of service
If for any reason the Customer wish to cancel already booked appointment he/she have the right to do so by sending the Company a written notification by email, fax or post no later than 2 working days before the booked date. If failing to do so, the Company keep the right to charge £350 late cancellation fee.

Apart from providing excellent quality products at the best possible price, Real Wood Flooring Floors is completely dedicated to exceeding customer expectations. If you have any suggestions, comments or any cause for complaint please email us at sales@Real Wood Flooring.co.uk or contact us using our contact forms. Our lines are available Monday to Friday 8:30 to 17:30. Calls are charged at national rate. We will endeavour to reply to you within 24 hours and info rm you of what action will be taken.

Your security and privacy are our priority; it is not our policy to disclose your e-mail address or details to any third parties. All information gathered including any information given at the time of ordering is collected lawfully and (in accordance with the Data Protection Act 1998) and according to the Real Wood Flooring Web Trader Code of Practice. The information collected about you will be used firstly to enable us to process your order, your enquiry, sample or literature request and second, to provide you with the best possible customer service. We will not send you any e-mails or marketing materials unless you request us to do so. The information we hold will be accurate and up to date and will be held in accordance with the law. You can check the information that we hold about you by e-mailing us. If you find any inaccuracies we will delete or correct it promptly. The personal information which we hold will be held securely in accordance with our internal security policy and the law and the Real Wood Flooring Web Trader Code.
Secure trading on the Internet is a major concern for most people today, particularly concerning credit card transactions.
A great deal of progress has been made in recent times in securing transactions on the Internet. In fact, most transmissions are likely to be more secure than terrestrial card transactions or those using phone or fax lines. Real Wood Flooring Ltd in partnership with SecPay have taken the following steps to ensure security:
- Card details are taken through an on-line secure server system provided by SecPay.
- All transmissions of data are encrypted.
- Real Wood Flooring Ltd never sees the card details, only SecPay
- All details, validity checks and transaction processes are carried out whilst you, the shopper, is still on-line.
- You, the customer, and Real Wood Flooring Ltd both receive confirmation of the transaction.

If you would like more information about the security of this site or our privacy policy, please contact us.

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