top of page


At Floor Design Wetherby, we want to give our customers the most enjoyable shopping experience, one that will keep them coming back to us  time and time again. That’s why we believe that our policies should be fair, clear and transparent. Below you’ll find a list of all our policies. If you can’t find the information you’re looking for - please don’t hesitate to contact us.

Floor Design Limited t/a Floor Design Wetherby, incorporated and registered in England & Wales No 12456965

  1. Quotations & Ordering

We will measure your project and provide you with a written quotation which will list all the products and services included in your order.


Quote pricing is valid for 30 days from the date marked on the quotation. If you place a deposit, your price will be secured only if you have provided enough information for materials to be ordered. Delays in confirming order requirements (i.e. colours, ranges etc) that prevent us from ordering materials will mean your price is susceptible to changes from suppliers.


Our standard quotations do not include the shortening of doors or kitchen plinths, the uplift and disposal of existing flooring or the whipping/binding of carpets unless clearly specified.


Preparatory work may be required to your sub-floor to bring it up to a standard ready to accept new floorcoverings. Where possible we will identify and quote for this work in advance.


Unfortunately, it is not always possible to identify the full extent of the required preparatory work until the existing floor coverings are uplifted.


In these circumstances we reserve the right to charge additional costs for labour and materials but will always discuss this with you.


We will accept orders based on your own measurements but this is entirely at your own risk and we will not be responsible if materials are short or additional preparatory work is required.


 2. Payment

A 50% part-payment is required to confirm all orders with the balance due on completion.


Additional payment instalments may be required for orders that are to be fitted over an extended period, or where you have asked for installation to be delayed.


Our preferred payment method is via Bank Transfer (account: 38040268, sort code: 30-90-90).


We reserve the right to offset payments against outstanding debts related to other orders you may have with us and to cancel future work if debts remain unpaid.


3. Cancellations

If your order has not been cut or dispatched from the manufacturer, we will accept a cancellation and refund your money.


If the product has been cut to your specification or dispatched from the manufacturer, we will accept cancellation but reserve the right to charge the full cost for the goods.


4. Ownership & Risk

The risk in goods shall pass to you on completion of delivery. Title to the goods shall not pass to you until any and all of your outstanding accounts with us have been paid in full in cash or cleared funds.


Until the title to the goods has passed to you, you shall:

i) Hold the goods on a fiduciary basis as our bailee ii) Maintain the goods in a satisfactory condition and keep them insured against all risks for their full price from the date of delivery iii) give such information relating to the goods as we may require from time to time


If before title to any goods passes to you, you become subject to insolvency or incapacity or we reasonably believe that any such event is about to happen then without limiting any other right or remedy we may have, we may at any time require you to deliver up promptly all goods which have been supplied to you.


5. Appointments

Measuring and fitting appointments are made in good faith but the exact arrival time and duration cannot be guaranteed due to the nature and unpredictability of the work involved.


If you wish to cancel or change your agreed fitting date, we require at least 48 hours’ notice.


6. Installation

We act as intermediaries for a select group of independent self-employed floorcovering installers and will arrange for one of these to install your products under a separate contract between you and them.


Our independent fitting partners are highly skilled and experienced. Most have worked with us for many years.


We retain full responsibility for the products we supply and the fitter is responsible for the standard and quality of, and any liability arising from installation.


We ensure our fitting partners are covered by Public Liability and Indemnity insurance.


We are proud of our reputation for high quality fitting; we recommend that you inspect your new flooring with your fitters at the end of installation to ensure you are happy with their work.


Any concerns with their work should be raised with a member of staff within 24 hours of fitting.


We will act as intermediary between you and the fitter and aim to resolve all issues as quickly as possible.


7. Accidental Damage

Our fitters undertake to carry out their work with reasonable skill and care, but even with the greatest care home décor and furniture may be marked or scuffed during the fitting process.


Floor fitting can be a very involved process using big, bulky items and liquid floor preparation materials. It is not unusual that some touching up to paintwork or decoration may be required after fitting. In many cases it is more appropriate to decorate after new hard flooring has been installed.


New paintwork and wallpaper is particularly vulnerable and should be allowed to dry fully.


Poorly prepared paintwork may also be vulnerable to scuffing during the floor fitting process.


We will not accept complaints for damage to décor except where damage has clearly been caused by negligence.


Any instances of damage to décor or furniture you believe to have been caused by one of our fitters should be raised with a member of staff within 24 hours of fitting.


8. Plumbed Appliances

When we are fitting in kitchens and utility rooms it is often necessary for plumbed appliances such as ovens, washing machines and dishwashers to be moved. It is your responsibility to ensure a qualified plumber is on hand to disconnect and reconnect these appliances.


If this is not possible our fitters may disconnect and move these appliances for you in good faith although this is at their discretion and fitters are not obligated to provide this option. Fitters cannot be held liable should a leak or malfunction subsequently occur. 


9. Doors

Doors may need to be trimmed to allow for clearance once new flooring is fitted. We will do our best to identify when this may be the case in advance, but this is not always possible.


Door trimming is not part of the standard fitting charge unless agreed in advance.


Fitters may remove doors to facilitate fitting and have them ready for you or your appointed joiner to carry out the trimming and re-hanging.


10. Furniture & Media Equipment

We expect you to make reasonable efforts to clear furniture and ornaments from rooms where flooring is to be fitted and passageways where materials will need to be carried through. If there are large items of furniture that you are unable to move, please discuss this with us so we can ensure the appropriate manpower is sent to your job. This may incur additional charges.


There may also be additional charges for moving furniture where conditions have been different to those expected.


As a minimum you should:

  • Clear smaller items of furniture and breakables including wall mounted picture frames that may be knocked during installation

  • Cupboards, wardrobes and drawers that remain in the room must be emptied of all contents

  • Beds should be stripped of all bedding

  • Sofas/armchairs that remain in the room must be stripped of cushions or furnishings

  • You should disconnect media equipment such as TVs, internet & Sky boxes, our fitters cannot be responsible for re-connecting this equipment.


11. Carpet Seams/Joins

As carpets come in set widths it is normal that joins or seams in carpets will be required where the width of rooms exceed the available width of carpet or where it will reduce wastage in a cutting plan.


You should not expect joins in carpets to be invisible. Depending on the type of carpet chosen joins may be very discreet or more visible, particularly for some loops or patterned carpets.


Our fitters will always make the join as discreet as possible whilst ensuing a strong join that will withstand years of wear.


If you have any concerns with joins please speak to us in advance of ordering the carpet.


12. Uplift & Disposal of existing floorcoverings

We can arrange to uplift and responsibly dispose of your existing flooring. There is a charge associated with this service.


Whilst we can normally accurately estimate how long uplift will take, sometimes existing flooring is particularly well stuck down and takes significantly longer than expected to uplift, in this scenario we reserve the right to charge additional costs.


13. Preparatory Work & Unexpected Costs

We are sometimes required to do additional preparatory works when we uplift a floorcovering to reveal a sub-floor in poor condition.


In these scenarios we reserve the right to charge additional costs for labour and materials.


If the installation needs to be postponed to allow other trades to make repairs, complete works or for any other reason outside of our control, then there may be additional charges for a fitter to return at a later date.


We will prepare sub-floors to the required standard for fitting the floor coverings selected; the scope of this work will be detailed in your quotation but will focus on supressing moisture and smoothing sub-floors. We do not set out to make sub-floors flat.


Our remit as retailers and installers of floor coverings does not extend to structural adjustments to sub-floors.


We do our best to assess in advance what accessories (e.g. door trims) are required to add that finishing touch to your new flooring installation and as far as reasonably possible will include these in your quotation.


Once floorcoverings have been installed and final floor levels established it is sometimes necessary to specify different or bespoke items. There may be additional costs for these items over and above what was originally quoted. Bespoke items may need to be purchased separately. 


14. Underfloor Heating (UFH)

Many of the products we sell have been rated by their manufacturers as suitable to be installed over UFH. We are able to advise on which products these are and provide manufacturers specifications as to their expected performance with UFH.


Where we have been asked to fit floor coverings over an UFH system our fitter will make a visual inspection of the system and identify any obvious issues of concern. However, we will generally work on the assumption that your system has been professionally installed and is ready to accept floor coverings.


Due to the diverse nature of UFH systems and their operation we accept no liability for any damage your UFH may cause to your new flooring.


Please be aware of the following guidelines:

  • Where screed has been laid over UFH netting or pipes: allow at least 7 days before turning on the underfloor heating system.  When turning on the heating, start at the lowest temperature possible and then gradually increase the temperature of the system by no more than 2°C per day until the maximum recommended temperature of 27°C is achieved. This allows time for the screed to cure and should prevent thermal shock that can shatter the screed.

  • For carpet and underlay we recommend a maximum combined tog rating of 2.5 tog over UFH and can advise which products fall within these guidelines

  • The generally accepted maximum recommended operating temperature for UFH is 27°C, as measured by a thermostat embedded in the floor

  • Be careful using rugs over UFH as they can trap heat within the floor, reducing the efficiency of the UFH and raising the floor temperature significantly higher than recommended


15. Carpet Tracking, Shading, Pilling, Fading & Colour Matching

All carpets are subject to tracking and shading. This is where the carpet flattens in areas of heavy or frequent use. Stairs, hallways and living rooms are the most common areas where this occurs. Regular vacuuming can help to reduce the effects of tracking and shading.


Pilling can sometimes occur where little balls of fibres collect on the pile surface. It’s similar to the type of pilling which can occur on a woollen jumper. To help avoid pilling on loop pile carpets, vacuum with a cylinder cleaner using the suction head only and for all carpets restrict rubber soled shoes and pet claws, which both act abrasively on the pile surface.


Carpets with a high wool content can and do fade over time, this type of photo bleaching is caused by exposure to UV light which lightens or bleaches the wool fibres. The degree and speed of fade varies with the colour chosen and local conditions to which the carpet is subjected.


If you intend to fit the same carpet into adjoining rooms we recommend this is done at the same time from the same batch. Otherwise you risk the carpets differing in appearance due to photo bleaching or differences in batches.

On the rare occasion that there is a localised manufacturing fault or damage to a section of carpet, we will liaise with the manufacturer to arrange for a replacement of that section. We are unable to guarantee the replacement will colour or batch match to the original.


16. Floor Care

Please ask if you need advice on the care and upkeep of your new flooring.


You may also review manufacturer’s websites as most will have detailed care instructions specific to their products.


For hard floors we always recommend the use of felt pads under furniture legs/feet and the use of entrance mats.


17. Carpet Stain Protection Treatment (Stainshield/INTEC)

We can apply stain protection treatment to wool and natural fibre carpets. This helps to make spills and stains easier to remove.


It is still very important to attend to stains and spills immediately and no stain protection treatment is a guarantee against all types of staining.


18. Our Guarantees

As a member of the carpet foundation we offer the following guarantee on carpet installations:

  • A two year guarantee against manufacturing faults occurring in carpet produced by Carpet Foundation manufacturers

  • A one year guarantee against manufacturing faults occurring in carpet produced by non-Carpet Foundation manufacturers

  • A two year guarantee against the occurrence of pile reversal for carpet produced by Carpet Foundation manufacturers

  • A one year guarantee against installation faults where we are responsible for the installation



For non-carpet installations:

  • Various manufacturer specific guarantees apply for manufacturing faults in wood, vinyl and laminate products.


  • As standard our fitters guarantee their work for one year from installation


Please note that carpet manufacturer wear guarantees do not normally apply unless the new carpet has been fitted on new underlay


19. Complaints

Should you wish to make a complaint about our product or service please email


For complaints relating to manufacturer product faults we will liaise on your behalf with the manufacturer.


Please note that we are required to follow the manufacturer’s complaint process and timescales and have no control over this process.


​20. Price Match Promise


We always strive to offer a highly competitive price on all our flooring. That’s why if you find a cheaper quote at another high street retailer, for the exact same fully fitted flooring, underlay and accessories, with the same high level of service and guarantee, we pledge to match the price.



Some competitors have different shop prices to online prices, as Floor Design only sell flooring from a physical shop we will match to physical shop prices only, not online prices.

As some national chains have lower prices in specific shops, we only match to competitors prices from retailers within a 15 mile radius of Wetherby.


21. Changes to our Terms of Business

We reserve the right to modify these Terms of Business at any time. Changes and clarifications will take effect immediately upon their posting on our website.

bottom of page