Terms &
conditions.

Our company & contact details

ECE Flooring is a trading name of Oakley Wood Timber Limited. All orders placed through this website are undertaken and fulfilled by Oakley Wood Timber Limited, which is the seller and your contracting party.

Registered in England and Wales.
Company registration number: 10090754
VAT registration number: GB 236 7104 19

Registered office:
Unit 4 Walnut Farm
Worminghall Road
Oakley
Buckinghamshire
HP18 9QY
England, United Kingdom

Contact us:
Email: sales@eceflooring.co.uk
Telephone: 0333 054 1018

For cancellation requests, returns or order enquiries, please contact us using the details above. Contact us before returning goods so we can confirm the correct return destination.

Herringbone whole board samples cost £5 per board including VAT, with free delivery. Whole plank samples cost £20 per plank including VAT, with free delivery. Free hand samples remain available. Maximum two samples of the same floor per order, counting hand samples and whole board or plank samples together.

01 / Products & natural variation

Wood is a natural material. Grain, colour, knots, texture, filler and other characteristics vary between boards, packs and production batches. Descriptions such as rustic, character and prime refer to the product’s stated grading; they do not mean every board will look identical.

Photographs, room visualisations and samples help you choose a floor but cannot show every variation. Screens and lighting affect colour. Check a sample and the published specifications before ordering. Goods must match their description and any sample as required by law.

Check the construction, thickness, dimensions, wear layer, finish, fitting method and suitability for your room. Underfloor heating suitability depends on the floor, heating system and manufacturer’s installation conditions. Do not assume all floors or accessories suit every installation.

We will not substitute a materially different product without your agreement. If a specification changes before we accept your order, we will explain the change and allow you to choose whether to proceed.

02 / Measurements & quantities

You are responsible for checking room measurements and ordering a suitable quantity. Flooring is sold in whole boxes; the box coverage and box price are shown in the product details. Our area calculator rounds up to whole boxes and can add a waste allowance of 10% for plank flooring or 15% for herringbone flooring. It is a guide, not a professional measurement service; your layout or fitting pattern may require a different allowance.

Ask your fitter to confirm quantities, subfloor preparation, acclimatisation and accessory requirements. Clearance flooring has a minimum order of 20m² where stated. Availability is limited, and additional matching stock may not be available later.

03 / Prices & payment

Product prices are in pounds sterling. The main displayed price includes VAT, with the price excluding VAT shown underneath. The basket shows the VAT breakdown and final total including VAT. Flooring prices are shown per square metre and per box. Delivery is charged separately and the total payable will be displayed before you submit a paid order.

Payment in full will be required when ordering. We do not offer a deposit or stock-holding arrangement. No card surcharge will be added. The available payment methods will be shown at checkout when ordering opens.

If we discover a pricing or description error before accepting an order, we will tell you the correct details and ask whether you wish to proceed. If you do not proceed, any payment taken for the affected goods will be refunded. The terms and agreed price applying to an accepted order will not be changed retrospectively without your agreement.

04 / Placing & accepting an order

Check your basket, product codes, quantities, delivery address and contact details before paying. An automatic acknowledgement confirms that we have received your order; it is not acceptance. A contract is formed when we expressly confirm acceptance by email.

Orders are subject to availability and delivery arrangements. If we cannot accept an order, we will notify you and refund any payment taken for it. A saved or printed basket is an estimate, not an order or a reservation of stock.

05 / No stock holding or delayed delivery

We cannot hold, store or reserve purchased goods for later delivery. Our online service is for customers ready to receive their order within its confirmed delivery timeframe. Please do not order to secure a price or stock for a future project if you cannot accept delivery.

If your project is delayed, contact us promptly. We cannot promise storage or postpone dispatch. Any proposed change will depend on the supplier and carrier arrangements and will be confirmed in writing. We will explain any reasonable additional delivery or return costs before you agree to a change.

This policy does not remove your statutory right to cancel an eligible distance order or your rights if goods are faulty, damaged or misdescribed. It does not create a fixed cancellation penalty or automatic loss of your payment.

06 / Delivery

We operate online only and supply goods by delivery. We deliver to the UK mainland only. For deliveries outside this area, please contact us at sales@eceflooring.co.uk. Our standard delivery lead time is 3–5 days. Flooring delivery is free on orders over 30m², including any accessories. Flooring orders of 30m² or less cost £60 including VAT for delivery. Accessory-only delivery charges including VAT are: thresholds, trims and nosing up to 1000mm £20; over 1000mm £40; polymer adhesive £50; PVA adhesive £8; underlay £30; radiator pipe covers or matching stain £3. For mixed accessory orders, the highest applicable delivery charge is applied once. Delivery availability is confirmed before an order is accepted.

Samples are free, up to a maximum of six different samples per order. Sample-only orders have free delivery.

Product delivery times are estimates until confirmed. We will confirm arrangements after acceptance and tell you about material delays. Unless another delivery period is agreed, goods will be delivered without undue delay and within 30 days of the contract. Your legal remedies for late delivery remain available.

Tell us before ordering about narrow roads, access restrictions, steps or other delivery difficulties. Delivery may use a large vehicle and, where confirmed, be made to the kerbside. Arrange suitable assistance to move the goods safely indoors. Do not book installation until your goods have arrived and been checked.

Be available for the agreed delivery. If delivery fails because of an incorrect address, undisclosed access restrictions or your absence, we may seek the reasonable additional cost of redelivery or return, explained to you. We will not charge you for a failed delivery that is our fault or the carrier’s fault.

Goods remain at our risk until you, or someone you nominate, physically receives them, except where you independently appoint a carrier we did not offer. Please inspect the delivery and report visible damage promptly with photographs where possible. A request for prompt reporting does not impose a time limit on your statutory rights.

07 / Cancellation & change-of-mind returns

Returns address:
Oakley Wood Timber Limited
Unit 4, Walnut Farm
Worminghall Road
Oakley
Buckinghamshire
HP18 9GN
United Kingdom

Please contact sales@eceflooring.co.uk before sending a return so we can identify your order and provide return instructions. This does not limit your statutory cancellation rights.

For an eligible online consumer order, you may cancel without giving a reason from the time you order until 14 days after the day you receive the goods. If an order is delivered in separate parts, the period normally runs from receipt of the last part.

To cancel, send us a clear statement identifying yourself and the order, using the contact details supplied with your order confirmation. You may use the cancellation wording below, but you do not have to use a particular form. Return the goods within 14 days after telling us you are cancelling.

You pay the direct cost of returning goods for a change of mind, unless we agree otherwise. Heavy flooring may require specialist or pallet transport rather than ordinary post. Our indicative return-collection charges follow Oakley Wood Timber’s published rates: up to £60 for orders weighing up to 50kg, and up to £70 for orders over 50kg and up to 150kg. For orders over 150kg, please contact us for a quotation. The collection cost depends on the size, weight and collection location; we will confirm the applicable charge before arranging collection. These are change-of-mind return charges; we bear reasonable return costs where goods are faulty, damaged or incorrect. We will provide the applicable return-cost estimate before you place an order where the goods cannot normally be returned by post. The returns address is shown above; we will provide instructions to help identify and handle your return.

Please protect the goods during return and use the original packaging where practicable. You may inspect them as you would in a shop. We may deduct an amount for a loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning, where the law permits. Fitting, cutting or using flooring may reduce its value. We do not apply a standard restocking fee to the exercise of a statutory cancellation right.

A cancellation refund includes the goods price and the standard outbound delivery cost when the whole eligible order is cancelled. Any additional cost of a premium delivery service is not refundable. We refund using the original payment method without a refund fee, within 14 days of receiving the returned goods or evidence of their return, whichever is earlier. We may withhold reimbursement until that point where permitted.

The change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised. Standard goods do not become bespoke simply because they are ordered from a supplier. Any applicable exception will be made clear before purchase. Faulty-goods rights are unaffected.

08 / Faulty, damaged or incorrect goods

Your goods must be of satisfactory quality, fit for purpose and as described. If there is a problem, contact us with your order details, a description and photographs if available. Do not fit boards that appear damaged, incorrect or unsuitable; tell us so we can investigate.

Your statutory remedies may include a short-term right to reject within 30 days, repair or replacement, or an appropriate price reduction or refund, depending on the circumstances. Where we are responsible for faulty, damaged or incorrect goods, we bear the reasonable return costs. A manufacturer’s warranty is additional to these rights.

Natural characteristics consistent with the description and grading are not automatically defects. However, this does not excuse goods that fail to meet legal requirements. Installation and care instructions must be followed; we are not responsible for damage caused by incorrect installation, misuse or unsuitable site conditions, but this does not limit liability for our own breach.

09 / Installation, care & warranties

We supply materials only; installation is not included. Use a competent fitter and follow the manufacturer’s guidance on subfloor moisture, acclimatisation, expansion gaps, adhesives, heating limits and ongoing care. Herringbone flooring should be fully bonded using a suitable polymer adhesive; PVA and underlay are not recommended for these floors.

Any product warranty is subject to its own stated terms and duration. Request the warranty information before purchase if it is important to your decision. No warranty term reduces the consumer rights you have against us.

10 / Responsibility & events outside our control

We are responsible for foreseeable loss or damage caused by our failure to comply with the contract or to use reasonable care and skill. We do not exclude or restrict liability where doing so would be unlawful, including for fraud or death or personal injury caused by negligence.

If an event outside our reasonable control affects delivery, we will contact you and take reasonable steps to minimise its effect. If a substantial delay results, your rights to end the contract and receive an appropriate refund remain available. Nothing in these terms removes mandatory consumer protections.

11 / Personal information

Our Privacy & cookies notice explains how Oakley Wood Timber Limited uses your contact details, delivery information, enquiries and order records.

Your basket and delivery postcode are saved in your browser. When you prepare an enquiry or sample-request email, a copy of the request and the contact details you entered is also saved in our private owner panel. This happens before your email app opens, even if you do not subsequently send the email. Preparing a request does not place a paid order or take payment.

12 / General terms & applicable law

These terms are governed by the law of England and Wales. If you are a consumer living elsewhere in the UK, you keep the mandatory protections of your home jurisdiction and may bring proceedings in the courts available to you by law.

If a provision is found unenforceable, the remaining terms continue to apply. A delay in exercising a right does not waive it. Any transfer of our rights or obligations will not reduce your consumer rights. Changes to these website terms apply to future orders; your accepted order remains subject to the terms provided when it was made.

13 / Questions & complaints

Email sales@eceflooring.co.uk or call 0333 054 1018, quoting your enquiry or order reference and explaining the issue. We aim to respond within 24 hours. If we cannot resolve a complaint immediately, we will explain the next steps. This does not restrict your statutory rights.

14 / Ordering online

This website and the ordering process are provided in English. You can review and change products, quantities and contact details before submitting your request. At present, checkout prepares an email for you to send for availability and delivery checks; no payment is taken on this website. If we approve the request, we will email the next steps and any payment link.

Payment options and the total payable will be shown before you make a payment. Do not send card numbers or security codes by email, telephone message or WhatsApp. When we accept an order, we will provide confirmation and the applicable terms in an email or another format you can keep.