Terms & Conditions
TERMS THAT APPLY WHEN YOU ORDER PRODUCTS FROM US
1. THESE TERMS
1.1 What these terms cover. These are the terms and conditions that will apply when you buy and we sell products to you.
1.2 Why you should read them. You should read these terms carefully before you place your order. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms please contact us to discuss.
2. INFORMATION ABOUT US AND HOW TO CONTACT US
2.1 Who we are. We are Forbo Flooring UK Limited a company registered in England and Wales. Our company registration number is 09200318 and our registered office is at High Holborn Road, Ripley, Derbyshire. Our registered VAT number is GB927400634. We will be selling the products to you.
2.2 How to contact us. You can contact us by telephoning our customer service team at 01772 646 912 or by writing to us at forbowebshopuk@forbo.com and Forbo Flooring UK Ltd, High Holborn Road, Ripley, Derbyshire, DE5 3NT
2.3 How we may contact you. If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
2.4 "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.
3. OUR CONTRACT WITH YOU
3.1 How we will accept your order. We will accept your order when we email you to confirm it is accepted. When we accept your order a contract will be formed between you and us.
3.2 If we cannot accept your order. If we cannot accept your order, we will write to you to let you know. If you have already paid for the products we will refund your payment to the card used to make the payment at the time of the order. We may not be able to accept the order for a number of reasons such as the product is out of stock, because of unforeseen reasons that we could not reasonably plan for, because there is a mistake in the price or description of the product or because we are unable to meet a delivery date.
3.3 Your order number. We will give you an order number when we accept your order. Please let us know your order number whenever you contact us about your order.
3.4 We only sell to the UK. Our website is for the sale of products in Great Britain (not Northern Ireland). Unfortunately, we do not accept orders from or deliver to addresses outside Great Britain.
4. OUR PRODUCTS
4.1 Products may vary slightly from their pictures. The images of the products on our website are for example only. We try hard to show the colours of the products accurately, but your display may not show the colours as they accurately reflects the colour of the products. The actual product colour may vary slightly from the website images. If you are unsure about the accuracy of the colour of the products we recommend that you order a sample before placing your order. The final colour of the ordered products may vary slightly from the sample if the sample and the product are from different batch numbers.
4.2 Product packaging may vary. The packaging of the product may vary from that shown in images on our website but this will not affect the product.
4.3 Making sure your measurements are accurate. Our Customer Services Team and our website can provide you with help and tips on how to measure accurately for the products, however you are responsible for ensuring your measurements for the products are correct.
4.4 Product Guarantees. In addition to your statutory rights, we may also offer a limited warranty in respect of the products. The details of such limited warranty are set out on our website at www.forbo-flooring.co.uk/formyhomeguarantees. Any such limited warranty shall not affect your statutory rights.
5. YOUR RIGHTS TO MAKE CHANGES
If you want to change your order, please contact us as soon as possible and we will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the product, the timing of delivery of the products or anything else which may be relevant. We will ask you to confirm if you want to go ahead with the change once we have confirmed the effect of the changes. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract as set out in these terms (see clause 8 - Your rights to end the contract).
6. OUR RIGHTS TO MAKE CHANGES
6.1 Minor changes to the products. We may change the product:
6.1.1 to reflect changes in relevant laws and regulatory requirements such as to meet any updated Health and Safety requirements; and
6.1.2 to implement minor technical adjustments and improvements. These changes will not affect your use of the product.
6.2 More significant changes to the products and these terms. From time to time we may make changes to these terms or the product, but if we do so we will notify you before any changes take effect. If such changes affect your order, you may then contact us to end the contract before the changes take effect and receive a refund for any products paid for but not received.
7. PROVIDING THE PRODUCTS
7.1 Delivery costs. The costs of delivery will be shown when you place your order.
7.2 When we will provide the products. We will deliver your order to you as soon as reasonably possible and at the latest within 30 days after the day on which we accept your order. We will confirm the estimated delivery date as soon as possible after we have accepted your order.
7.3 We are not responsible for delays outside our control. If the supply of the products is delayed by an event outside our control, we will contact you as soon as possible to let you know and we will do what we can to minimise the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may cancel your order and receive a refund for any products you have paid for but not received.
7.4 If you are not at home when the product is delivered. If no one is available at your address to take delivery the delivery courier will let you know your options.
7.5 If you do not re-arrange delivery. If you do not re-arrange delivery after a missed delivery we will contact you for further instructions. We may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 10.2 will apply.
7.6 Your legal rights if we deliver goods late. If we miss the time and date for delivery for any products then you may treat the contract as at an end straight away if any of the following apply:
7.6.1 we have refused to deliver the products;
7.6.2 delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or
7.6.3 you told us before we accepted your order that delivery within the delivery deadline was essential.
7.7 Setting a new deadline for delivery. If you do not wish to treat the contract as at an end straight away, or do not have the right to do so under clause 7.7, you can give us a new deadline for delivery, which must be reasonable, and you can treat the contract as at an end if we do not meet the new deadline.
7.8 Ending the contract for late delivery. If you do choose to treat the contract as at an end for late delivery under clause 7.7 or clause 7.8, you can cancel your order for the goods or reject goods that have been delivered.. After that we will refund any sums you have paid to us for the cancelled goods and their delivery. If the goods are to be returned the Customer shall fill out a returns form which can be found on the returns web page: https://residential-flooring.forbo.co.uk/pages/return-policy Once a Forbo representative has confirmed the return you will be provided with a reference number. You are then responsible for arranging the return and must include the reference number provided within their selected courier’s delivery service. You are responsible for ensuring any goods being returned are packaged adequately to keep them safe on their journey, any items received that are damaged or not packaged correctly will not be accepted.
7.9 When you become responsible for the goods. The products are your responsibility when we have delivered them to you.
7.10 When you own goods. You own the goods once we have received payment in full and they have been delivered.
7.11 What will happen if you do not give required information to us. You will need to provide us with a contact name, delivery address, contact phone number and email address when you place an order. We will contact you to ask for this information if we do not have it. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract and cancel the order (and clause 10.2 will apply) or make an additional charge of a reasonable sum for any extra work we may need to do. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
7.12 Reasons we may suspend the supply of products to you. We may have to suspend the supply and delivery of a product to:
7.12.1 deal with technical problems or make minor technical changes; or
7.12.2 update the product to reflect changes in relevant laws and regulatory requirements, such as changes in health and safety laws.
7.13 Your rights if we suspend the supply of products. We will contact you in advance to tell you if we need to suspend supply of the product, unless the problem is urgent or an emergency. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 7 days and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.
8. YOUR RIGHTS TO END THE CONTRACT
8.1 You can always end your contract with us. Your rights when you end the contract will depend on whether there is anything wrong with the product, whether we met our obligations and when you decide to end the contract:
8.1.1 If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or to get some or all of your money back), see clause 11;
8.1.2 If you want to end the contract because of something we have done or have told you we are going to do, see clause 8.2; 8.1.3 If you have just changed your mind about the product, see clause 8.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods;
8.1.4 In all other cases (if we are not at fault and there is no right to change your mind), see clause 8.8.
8.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (8.2.1) to (8.2.5) below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
8.2.1 we have told you about an upcoming change to the product or these terms which you do not agree to (see clause 6.2);
8.2.2 we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
8.2.3 there is a risk that supply of the products may be significantly delayed because of events outside our control;
8.2.4 we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 14 days; or
8.2.5 you have a legal right to end the contract because of something we have done wrong (including because we have delivered late (see clause 7.7).
8.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund. You are responsible for the costs of the return. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
8.4 When you don't have the right to change your mind. You do not have a right to change your mind in respect of:
8.4.1 goods that have been cut or otherwise damaged in any way;
8.4.2 any products which become mixed inseparably with other items after their delivery.
8.5 How long do I have to change my mind? How long you have depends on what you have ordered and how it is delivered.
8.5.1 Have you bought goods?, if so you have 14 days after the day you (or someone you nominate) receives the goods, unless your goods are split into several deliveries over different days. where you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.
8.6 Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind (see clause 8.1), you can still end the contract before it is completed, but you may have to pay us compensation. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund a percentage of the price depending on the date on which you end the contract, as compensation for the net costs we will incur as a result of your doing so. We will notify you of any deductions at the time of cancellation.
8.7 How to end the contract with us (including if you have changed your mind):-
8.8 Tell us you want to end the contract. To end the contract with us and cancel your order, please let us know by doing one of the following:
8.8.1 Phone or email. Call customer services on 01772 646 912 or email us at forbowebshopuk@forbo.com Please provide your name, home address, details of the order and, where available, your phone number and email address.
8.8.2 Online. Complete the https://residential-flooring.forbo.co.uk/pages/return-policy on our website.
8.9 Returning products after ending the contract. If you cancel your order and end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. To obtain the details of how to return the products to us, please contact forbowebshopuk@forbo.com and we will supply you with all the information needed.. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.
8.10 When we will pay the costs of return. We will pay the costs of return:
8.10.1 if the products are faulty or misdescribed;
8.10.2 if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
8.11 How we will refund you. We will refund you the price you paid for the products including delivery costs, by the method you used for payment. We may make deductions from the price, as described in these terms.
8.12 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:
8.12.1 We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if the products have been damaged by your handling. See our Returns pagehttps://residential-flooring.forbo.co.uk/pages/return-policy for information about what handling is acceptable and examples]. If we refund you the price paid before we are able to inspect the goods but later discover they have been damaged by your handling , you must pay us an appropriate amount.
8.12.2 The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
8.13 When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:
8.13.1 If we have not offered to collect the products once delivered, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 9.2.
8.13.2 In all other cases, your refund will be made within 14 days of your telling us you have changed your mind
9. OUR RIGHTS TO END THE CONTRACT
9.1 We may end the contract if you break it. We may end the contract and cancel the order for a product at any time by writing to you if:
9.1.1 you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example, Delivery address, contact number, email address;
9.1.2 you do not, within a reasonable time, allow us to deliver the products to you.
9.2 You must compensate us if you break the contract. If we end the contract and cancel the order in the situations set out in clause 10.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge a percentage of the price calculated as notified to you at the time of cancellation depending on the date on which we end the contract, as compensation for the net costs we will incur as a result of your breaking the contract.
9.3 We may withdraw the product. We may write to you to let you know that we are going to stop providing the product. We will let you know at least 7 days in advance of our stopping the supply of the product and will offer you a similar alternative. Should the alternative not be acceptable to you we will refund any sums you have paid in advance for products which will not be provided.
10. IF THERE IS A PROBLEM WITH THE PRODUCT
10.1 How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at 01772646912 or write to us at forbowebshopuk@forbo.com
10.2 Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your statutory rights.
Summary of your key legal rights This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06. If your product is goods, for example a flooring product the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the
expected lifespan of your product your legal rights entitle you to the following: a) Up to 30 days: if your goods are faulty, then you can get an immediate refund. b) Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases. c) Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back. See also clause 8.3. See also Exercising your right to change your mind (Consumer Contracts Regulations 2013).
10.3 Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must return them back to us. Please email us at forbowebshopuk@forbo.com and we will supply you with all the information needed.
11. PRICE AND PAYMENT
11.1 Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 11.3 for what happens if we discover an error in the price of the product you order.
11.2 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
11.3 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
11.4 When you must pay and how you must pay. We accept payment with the following methods of payment Mastercard, AMEX, Discovery, Diners Club, Maestro, Shop Pay, Apple Pay and Google Pay. You must pay for the products at the time of order.
12. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU
12.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer
that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
12.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products including the right to receive products which are: as described and match information we provided to you and any sample or model seen or examined by you; of satisfactory quality; fit for any particular purpose made known to us; supplied with reasonable skill and care and, where installed by us, correctly installed; and for defective products under the Consumer Protection Act 1987
12.3 We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
13. HOW WE MAY USE YOUR PERSONAL INFORMATION
How we may use your personal information. We will only use your personal information as set out in our https://www.forbo.com/flooring/en-uk/terms-conditions/data-privacy-declaration/p78sh1
14. OTHER IMPORTANT TERMS
14.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract. If you are unhappy with the transfer you may contact us to end the contract within 14 days of us telling you about it and we will refund you any payments you have made in advance for products not provided.
14.2 You need our consent to transfer your rights to someone else (except that you can always transfer our guarantee). You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. However, you may transfer our guarantee at clause 8.4 to a person who has acquired the product. We may require the person to whom the guarantee is transferred to provide reasonable evidence that they are now the owner of the relevant item or property.
14.3 Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms, except as explained in clause 15.2 in respect of our guarantee. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
14.4 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
14.5 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
14.6 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English and Welsh courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English and Welsh courts.
14.7 Alternative dispute resolution. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to contact an alternative dispute resolution provider
