Terms of service

Who we are & how to reach us
We’re William Grays Floorstore (family-run). You can shop at williamgraysfloorstore.co.uk or reach us on onlinesales@floorstore.com. If you ever need help, just shout—we’ll keep it simple and fair.

1) Payment & ordering

How you can pay
We accept debit/credit cards and bank transfer. Any bank transfer fees from your bank are your responsibility.

When a contract starts
Placing an order is an offer to buy. We’ll email to confirm we’ve received it, then check price and stock. If we accept your order, we’ll email again—that’s when the contract begins. If a product is unavailable or we’ve made a pricing/description mistake, we’ll tell you and there won’t be a contract. We don’t take payment until we’ve accepted your order; once accepted, we’ll process your order.

2) Offers & promotions

From time to time we run promos. Unless we say otherwise, it’s one per household, subject to stock, and we may change or withdraw a promotion at our discretion.

3) Delivery services & charges (prices include VAT)

Standard Delivery — £50 (Standard Size) / £100 (Oversized)

Aim: 7 working days (very occasionally it can exceed 5 while we await stock or if couriers are delayed).
Delivery window: 8am–5pm, Mon–Fri.
Kerbside only: couriers don’t bring goods indoors, up stairs or into flats—please arrange help if needed.
Cut-off 12pm: orders after 12pm are processed next working day where possible.

Priority Delivery — £65 (Standard Size) / £130 (Oversized)

Aim: 1–3 working days where possible.
Window: 8am–5pm, Mon–Fri.
Kerbside only as above.
Cut-off 11am.

Access
Deliveries may arrive on vehicles up to 7.5-tonne. Your address should be accessible; if access is tight, tell us when ordering so we can discuss options.

Missed deliveries & returns-to-depot
If the courier arrives as arranged but can’t deliver (no one home, delivery refused, not enough help available, or the order is changed/cancelled within 48 hours of delivery), additional charges apply. If consignments are returned to depot, your order will be refunded minus the original delivery and the full return costs set by the courier (minimum £75, possibly higher depending on postcode). These charges are non-refundable.

4) When your order arrives (please check)

Please inspect all packages on arrival before the driver leaves—remove outer wrap and look for visible damage or missing items.

If anything’s wrong, note it on the driver’s paperwork (e.g., “DAMAGED GOODS” or the missing item) before they leave, and contact us straight away so we can resolve it quickly.
If issues are reported after the driver has left without notes, we may be unable to claim for transit loss/damage.

5) Returns & cancellations (summary)

We want you to be happy with your choice. If plans change:

Online orders: you can cancel/return within 14 days of receiving the goods for a refund of the products (delivery and return costs excluded).
Goods must be complete, unused, in “as new” condition, and in original packaging so they’re resellable.
Herringbone A/B packs must be returned as pairs.
Opened/fully opened boxes can’t be resold and are not refundable.

How to start a return (no portal):
Please call us or email onlinesales@floorstore.com with your order number. We’ll confirm eligibility, give you a returns reference and explain packaging/collection steps. Returns are at your expense via your chosen courier or can be dropped at our store by arrangement (we’ll confirm the correct return location when you contact us).

Packaging & photos:
Repack securely. We strongly recommend taking clear photos of the goods/pallet before collection. If items are damaged in return transit, you’ll need to claim with your courier; we cannot refund items that arrive not in perfect resellable condition.

In-store orders & special items:

In-store orders have a 14-day return window from payment (manager’s discretion may apply).
Special orders/custom items (e.g., cut-to-length carpet, vinyl, artificial grass) are non-refundable.

(For the full step-by-step, see our Returns & Cancellations page. If you’re unsure, call us and we’ll guide you.)

6) Manufacturing faults

If you believe there’s a manufacturer’s defect, contact us within 7 days of delivery with photos. We may request an inspection by the manufacturer. If confirmed, we’ll arrange the right remedy (replacement or as agreed).

7) Product suitability & colours

Please check the manufacturer’s specification for suitability. If in doubt, ask—we’ll give honest advice.
Colours on screens can differ from real life; where possible view in person or request a sample before ordering.

8) Privacy & security

We respect your privacy and won’t pass your details to outside companies for their marketing. We may email you with offers or updates—you can unsubscribe anytime.

We use SSL encryption to protect your data during checkout. We may use analytics/remarketing tools (e.g., Google) to improve the site and show relevant ads; you can opt out via industry-standard tools (e.g., Google/Network Advertising Initiative).

We handle personal data in line with applicable UK data protection laws. For privacy questions, email onlinesales@floorstore.com.

9) Content posted on our website

We may remove content we consider inappropriate. By posting content, you grant williamgraysfloorstore.co.uk a non-exclusive, royalty-free, perpetual, sublicensable licence to use, reproduce, modify, publish, translate, create derivative works, distribute and display such content, consistent with applicable law and our Privacy Policy. Views posted are those of the poster, not ours.

10) Disclaimers

We work hard to keep product info accurate and up to date. If we make a mistake on price or description, we’ll tell you before dispatch and you can decide whether to proceed.
We’re not liable for indirect or consequential losses, including loss of data or profit, arising from the use of the website.
Links to other sites are outside our control; inclusion doesn’t imply endorsement.
We aim to keep the website running smoothly but can’t be liable for temporary unavailability due to issues beyond our control.

We may provide clearer or alternative product names to improve search and browsing; the product itself remains as ordered.

11) Copyright

You may print/download extracts for personal, non-commercial use. You may share content with third parties for personal use if you credit the website as the source. Any other use requires our written permission.

12) Restocking (in-store)

In-store orders returned/cancelled after 14 days may incur a 25% restocking fee. In some cases, we cannot accept returns after 14 days—this is at the store manager’s discretion. Special orders placed in-store are non-refundable.

13) Changes to these terms

We may update these Terms & Conditions from time to time. The version on williamgraysfloorstore.co.uk at the point of purchase applies to your order.

Need help or want to check something before you buy?
Email onlinesales@floorstore.com with your question and (if you have it) your order number—or call us and we’ll talk you through the best option for your room and budget.