Terms & Conditions
These Terms and Conditions explain the specific terms that apply when we accept orders. They are specifically for orders made online or via telephone, without the physical presence of the supplier and the customer. We advise going through them in detail before proceeding with your purchase to ensure no issues arise. It is important to note that these terms are not applicable in cases where any part of the contract has been discussed face to face, for example by the customer visiting the showroom.
Should you feel that a mistake has been made, or would like to suggest we make any changes, please contact us to discuss.
Who We Are
We are Knot & Grain Flooring Ltd. Our company registration number is 11562579 and our registered office address is The Oakley, Kidderminster Road, Droitwich, Worcestershire, United Kingdom, WR9 9AY. Our trading and showroom address is Unit 17 Great Western Business Park, McKenzie Way, Worcester WR4 9GN.
How To Get In Touch With Us
You can contact us by calling 01905 935246, where a member of our customer service team will be able to assist you. Or, you can email us at hello@knotandgrain.com. You may also write to us at our trading address (above).
How We Can Contact You
Should we need to contact you, we will do so using the telephone number or email address you have provided.
Making A Purchase
When placing an order with us, it will clearly display which products we are supplying, the quantity, and the total price, if applicable with delivery and VAT included.
Email, Telephone, And Online Orders
By placing an order via our website, you are making an offer of purchase. You will receive an email to confirm your order with us and following this we will check the availability and price of your chosen goods. Our acceptance of your order will be confirmed when we contact you to accept your order and let you know we can provide you with your product(s), at which point we enter a contract. Your order will be processed once payment has been received in full.
Offers And Sales
Occasionally we might offer a sale on our products. We hold the right to change the details of any offer and promotion or withdraw it without prior notice.
Product Information And Images On Our Website
All the images we use on our website are for the sake of general illustration purposes. We have made every effort to ensure that the display of colour and grain is as accurate as can be. However, please note that due to wood being a natural product, variations in texture, grain and colour are unavoidable. Therefore, we cannot accept colour, grain or texture variance as a reason for exchange or rejection of the goods.
We have ensured that product information and prices are as accurate as possible, but you acknowledge and accept that data input errors can occur. You agree not to hold Knot & Grain Ltd accountable for any losses or issues arising as a result of depending on details displayed on the website.
Product Suitability
If you are unsure whether a product is appropriate for you, please contact our customer service team. Please be advised that you are also responsible for ensuring the measurements you provide are correct, and that you have ordered the correct amount of material. For more information, refer to the guidance on our website.
Payment
We accept most major UK debit and credit cards. Kindly note that you are responsible for any bank transfer costs.
Tax Charges
20% VAT has already been applied to all the prices displayed on our product pages.
Credit Card Security
If you purchase a product from our website, we will not hold your card information. All card details are collected and managed by a third-party payment processor who are experts in credit and debit transactions.
Delivery
All our deliveries are supplied under a separate contract, meaning the delivery cost is shown separately. We will provide you with the total amount required – in terms of supplying the products and performing the delivery service - which can all be paid together. Please note that all deliveries are kerbside only, for further information please read our Delivery Page here.
Timescales For Deliveries
In the unexpected case that delivery within our standard time frame is not possible, we will provide an explanation as soon as we can. In this situation, we will either agree on an alternative delivery timescale with you or cancel the order and we will refund you in full.
Under these circumstances, we cannot be held responsible for any losses as a result of the goods not being delivered at the agreed time. Because of this, we strongly recommend that you do not book any trades person until after your goods have been received.
Checking Your Goods
Upon the delivery of your goods, please ensure you thoroughly check them. Should you fail to notify us of any faults, we will assume the accepted products have been delivered in good condition.
It should be noted that we cannot be held responsible for any incidental work or costs that result from any fault with the delivered products, or bad workmanship applied to our goods. For more information regarding this, please refer to our returns policy.
Failed Delivery
All orders and transactions are accepted on the understanding that you will be present and able to accept the delivery of your chosen goods, at the specified address on the agreed date of delivery.
Should the delivery fail because you were not present or unable to accept the delivery, an additional charge will be made to cover the cost of a repeated delivery.
We make all our deliveries to the nearest accessible kerbside, and it is your responsibility to have an able-bodied person available to move the goods from the place of delivery.
Making Changes To Your Order
If you would like to make changes to you order, please contact as soon as possible. We will inform you on whether this change is possible via the contact details you provide us.
Your Right To Cancel And Returning Your Items
Should you wish to cancel your order, please contact us as soon as possible before your goods are processed.
As mentioned in our Returns Policy bespoke wood floors are made to order and are therefore non-refundable. This is because the flooring has been made specifically to your requirements and cannot be resold.
Our ‘ready-to-go floors’ and accessories are stocked products and are therefore available to return if you have changed your mind. Please contact our Customer Service team through our online returns portal within 14 days of receiving your order. They will assist you throughout the process and coordinate the return. Returns must be received by us within 28 days of delivery.
For us to accept your return, please make sure that the products are packed as they were received, and that they are in a resalable condition. You will not be charged a restocking fee, but please note that in any scenario where the items are not faulty, you will be liable for arranging their return and covering the cost of a courier. All returns must be received within 28 days of delivery.
Our Privacy Policy
Please refer to our Privacy Policy.