1. The Contract

1.1 A binding contract is formed only when payment has been received in full and the goods have been dispatched by Totally Floorsome LTD.

1.2 Any email confirmation or electronic acknowledgment of your order does not constitute legal acceptance.

1.3 In the event of an error in pricing or product description, we will notify you promptly. You may then choose to proceed at the corrected terms or cancel your order for a full refund.

  1. Price Information

2.1 All prices are quoted in pounds sterling (£) and are exclusive of VAT unless otherwise stated.

2.2 All offers are subject to availability.

2.3 If a pricing error occurs, we reserve the right to correct it. You will be given the option to continue with the order at the revised price or cancel for a full refund. In such cases, no contract will be deemed to exist, and our liability is limited to the refund amount.

  1. Ordering Goods and Delivery

3.1 Orders are accepted only from UK‑based customers using UK‑registered credit or debit cards.

3.2 An email acknowledging receipt of your order does not constitute acceptance. A contract is formed only when payment is received and goods are dispatched.

3.3 Delivery times are estimates only. Totally Floorsome LTD is not liable for costs arising from delays or cancellations.

3.4 For account orders, goods remain the property of Totally Floorsome LTD until paid for in full.

3.5 Order details are stored securely and can be provided upon request by contacting [email protected]

3.6 Deliveries are kerbside/roadside to the nearest access point and require a signature. Once signed for, responsibility for the goods transfers to you. If items are incorrect, defective, or do not match your order, you must refuse delivery and notify the supplier immediately.

3.7 A delivery charge of £100 + VAT applies to all orders under £499.

3.8 Deliveries to Northern Ireland and the Scottish Highlands may incur additional charges. Please contact our sales office before placing your order.

3.9 Due to global raw material shortages, some products may be subject to retrospective surcharges. If applicable, we will contact you to confirm whether you wish to proceed at the revised price.

  1. Validation Checks

4.1 All credit and debit card payments are subject to authorisation by the card issuer.

4.2 If authorisation is declined, Totally Floorsome LTD cannot be held responsible for any delay or non‑delivery.

  1. Complaints and Queries

5.1 If you are dissatisfied with any aspect of our service, encounter an issue with our website, or have a query regarding an order, please contact us at [email protected] or call 0151 832 6700.

  1. Colours and Specifications

6.1 We endeavour to represent product colours as accurately as possible. However, variations may occur due to screen settings and digital limitations.

6.2 We strongly recommend requesting a sample before placing an order.

6.3 Totally Floorsome LTD cannot accept responsibility for incorrect colour or product choices.

6.4 Colour consistency cannot be guaranteed on repeat orders due to potential batch differences.

  1. Cancellations and Returns

7.1 Consumer Rights: Under the Consumer Contracts Regulations 2013, you may cancel your order within 14 days of receiving your goods. If delivered in multiple consignments, the 14 day period begins after the final delivery.

7.2 Exclusions: Custom‑made items (including vinyl flooring under 40m² cut to size), furniture, logo mats, and nosing’s/treads are non cancellable.

7.3 To cancel, please email [email protected] or write to Totally Floorsome LTD. Refunds will be processed within 14 days of cancellation.

7.4 If cancellation occurs after delivery, collection costs will be deducted from your refund. This includes the original delivery fee plus £50. If your order qualifies for free delivery, the standard delivery rate plus £50 will apply.

7.5 Collections will be arranged within 5 working days of cancellation. Missed collections incur the same fee again. After two missed attempts, you must return the goods at your own expense within 14 days. Refunds are issued once items are returned in original, unopened condition.

7.6 Faulty or unsatisfactory goods will be resolved in line with your statutory rights. If you are dissatisfied with our resolution, you may use the European Online Dispute Resolution Platform.

7.7 After the 14‑Day Period:

Only unused and unopened products may be returned.

Adhesives, screeds, primers, and DPMs are non‑refundable.

A 30% restocking fee applies to all returns.

Sale items are non‑refundable.

Commercial orders are non‑refundable.

Re‑delivery charges may apply.

7.8 To arrange a return, contact [email protected] or call 0151 832 6700. Returned items will be inspected. If approved, they may be exchanged for another product.

  1. Fitting Services

8.1 Fitting services are carried out by independent contractors on behalf of Totally Floorsome LTD. Minimum charge: £480 + VAT.

8.2 All communications regarding fitting must be directed to Totally Floorsome LTD, not the on‑site team.

8.3 Quotations must include images of all areas to be fitted. Additional areas identified on‑site will incur extra charges.

8.4 Goods are delivered kerbside only, once signed for the stock becomes your responsibility. Customers must ensure safe movement and storage.

8.5 Timelines are estimates and may vary due to site conditions. Phased installations must be pre‑agreed and signed off electronically before proceeding.

8.6 If uplift and disposal are included, old flooring, offcuts, and packaging will be removed. Otherwise, customers must uplift existing flooring before fitting.

8.7 Whilst care is taken, minor scuffs may occur. We recommend allowing at least two weeks for paint to dry before installation. Totally Floorsome LTD is not liable for redecoration unless due to negligence.

8.8 Independently prepared subfloors must comply with manufacturer guidelines and British Standards. Responsibility lies with the customer.

8.9 Faulty products will be addressed with the manufacturer for replacement or resolution.

8.10 A pre-installation site survey will be carried out before fitting. If works cannot proceed due to site issues, reimbursement for lost time may apply.

9 Force Majeure

Neither Totally Floorsome LTD nor the customer shall be liable for delays or failure to fulfil contractual obligations caused by events beyond reasonable control, including but not limited to industrial disputes, transport or energy failures, natural disasters, extreme weather, war, terrorism, civil unrest, government intervention, epidemics, or supplier defaults.

Need help?

Contact us for questions related to refunds and returns at [email protected] or call us on 0151-832-6700