Terms and Conditions
1.1 The "Company"
The "Company" means Hoff Group LTD.
1.2. The "Customer"
The "Customer" means the customer of the company
1.3. The "Order"
The "Order" means any order for sale of goods or service by the Company to the Customer
1.4. The "Goods"
The "Goods" means any goods forming the subject of this order including parts and components of materials incorporated with them
2.1. Delivery term
We hold extensive quantities of stock available on a 7 - 35 working days delivery anywhere within mainland UK. The delivery term of 7-35 working days we estimate starting of payment receiving date.
2.2. Time of delivery
We deliver anytime between 8.00am and 6.00pm.
2.3. Delivery place and place access
Delivery promises are based on the assumption that there is an unobstructed good hard road giving adequate access by lorry to the delivery address and storage space. The Company can refuse delivery to site if it is deemed dangerous to the driver.
Adequate labour etc. must be provided for unloading. Goods are delivered to ground floor only. The Company has no responsibility or liability for the unloading of goods on site and for the storage and security of such goods.
2.5. Undelivered goods
The Company cannot be held responsible for non-delivery caused by the customer absence.
If a customer can not accept the goods on the due date he has to make a notice when he pays for the goods.
If a customer fails to take delivery of the goods or any part of them on the due date
and fails to provide any instructions documents licenses consents or authorizations required to enable the goods to be delivered on the due date the company will return his order and it will be stored. A 25% handling fee will be charged on all returned goods. Excluded from this charge is the pick-up fee, which is not negotiable.
If a delivery is refused or nobody accepts the order, re-delivery will be charged at twice the charged amount.
Risk in the goods shall pass to the Customer when the Customer or its agent takes delivery of the goods.
All prices and offers are correct at time of going to print, but are subject to change and availability. 3.2. Invoices
Goods will be invoiced at the prices current at the time of dispatch.
Invoices that are incorrect must be returned as no alteration can be made at settlement
3.3. Price changes
We are not responsible for errors that may occur. If we discover any errors in the price of goods before we accept your order, we will notify you as soon as possible and give you the option to resubmit your order at the correct price or cancel the order.
4.1. Payment methods accepted
We accept , Cheque, Postal order, Bankers draft, Cash, Debit and Credit cards.
4.2. Payment date
Payment date is the date when we receive your funds. If you pay by cheque payment date is the date when the cheque clears.
4.3. Unpaid orders
If goods are not paid for we reserve the right to enter the Customer's premises to retrieve the goods even if they have been laid. If a customer fails to pay for goods or stops payment, the
company has the right to claim legal fees and any other costs as a result of the customer's failure to pay.
Upon receipt of your order, we will send you a written order confirmation by fax, e-mail or post. Upon payment, we will also send you a receipted invoice.
6.1. Our Company's products installed in a commercial applications will be afforded a 5 year warranty on both structural integrity and finish. We warranty, that our flooring products, when supplied as new and through approved outlets, shall be free of defects in lamination, assembly, milling, dimension and grading, and that the Surface Wear Layer will not wear through within the warranty period, after invoice date. The term "wear through" is defined as the 100% reduction of the Surface Wear Layer over an area comprising 5% of the total Surface Flooring installed. If in the unlikely event our products do not perform according to the applicable warranty, we will, at our option, repair, refinish or replace such portion, with the same product or another product of equal value. During the first three (3) years of this warranty we assume liability of removal of defective products and installation of replacement products, at no cost to you. After this period (when applicable), we shall only provide the flooring products for replacement, free of charge.
6.2 This will apply if the floor is maintained in a proper way, according to manufacturer's recommendation and is not subject to water leaks, floods or maintenance procedures that utilize wet. These will void all warranties.
6.3 Important: Wood is a hygroscopic material and will expand and contract with changing moisture conditions in the different times of year. Some minor separation between boards might occur during seasonal change. This is not considered a defect and is not covered by this warranty.
6.4 Finishes: Our warranty will cover the finish of the flooring if any defects occurs after installation, resulting in peeling, significant colour change. All oil based finishes require special maintenance and re-oiling during of certain periods of time (depending of traffic and maintenance). The client is required to do this, or hire our company to do it. Failing to do so will void the warranty. Our warranty do not cover wear & tear.
6.5 This Warranty does not apply to flooring products sold as "second choice" or "promotions". No installer, dealer, agent or employee has the authority to alter the obligations or limitations of this warranty. Our warranty is valid from the date of the purchase. The warranty will only apply to flooring products in their original installation/delivery location. Warranty certificate can be issued up on request of the customer. It can only be issued on the name of the purchaser who's name is written on the invoice. The warranty is not transferable, therefor it shall expire if the product or installation location is transferred or re-sold.
6.6 This warranty shall not apply in any of the following cases:
6.6.1 Improper on inadequate installation, meaning installations not made with recommended auxiliary products and according to our recommended procedures.
6.6.2 Improper or inadequate subfloor, underlayments, meaning installations made over not recommended subfloor types(e.g. calcium sulphate-type), underlayments (e.g. gypsum-
based), sub floors (e.g. plaster), subfloor conditions (e.g. excessive moisture, unevenness, dirt), or any other subfloor that was not allowed to dry sufficiently.
6.6.3 Inadequate product choice for the intended use conditions, meaning that the flooring product is not the one recommended for the specific traffic and load conditions. Flooring products are intended for indoor applications only.
6.6.4 Improper or inadequate maintenance, meaning that maintenance is not made using recommended products and following respective instructions indicated on the maintenance product's packaging.
6.6.5 Unapproved modification or repair, meaning operations not specifically recommended by us, including any refurbishment operation of the flooring product.
6.6.6 Extreme environmental conditions, meaning transportation, storage or installation of the flooring product in inappropriate locations or environments, exposure to extreme heat, moisture or dryness (more than 65%, less than 35% R.H). This warranty does not cover cracking, warping or soiling.
6.6.7 Accidents, abuse, misuse, force majeure, meaning not recommended use, damage from heavy furniture, appliances, or equipment used without sufficient protection, impact damage, scars from sharp or pointed objects, cuts, tears, scuffs, scratches, vacuums with beater bar heads, or other damages caused by lack of proper preventive care, misuse, negligence, burns, water, insects, pets, erosion, spiked heel shoes, pebbles, sand or other abrasives. The Company warranties exclude defects and damages caused by man made or natural disasters including leaking or broken plumbing, fire, flood, earthquake.
6.6.8 Difference in shade or colour. Our flooring products are produced from natural materials. We do not warrant any difference in shade or colour between samples/photographs and - the actual flooring; from batch to batch; due to exposure to sunlight; resulting from replacement of a portion of your floor; resulting from the different age and history of the same product reference/batch. 6.6.9 Detectable defects, verified prior to installation shall be covered by this Warranty only if the defective products are not installed, and the notification is made without delay after the defect is, or could have been detected.
6.7 In order for our warranty to continue to apply throughout this 5 years, the customer needs to arrange for survey of the condition of the flooring every 6 months which will cost a fee of £150.00.
6.8 Underfloor Heating: The Company takes no responsibility for Engineered flooring laid over underfloor heating in any of the following cases:
6.8.1 Underfloor heating exceeds 26oC
6.8.2 Sharp change of temperature, meaning temperature amplified or decreased of 6oC or above over a period of 24 hours.
6.8.3 When underfloor heating is completely switched off for a longer period of time than two weeks, followed by sharp increase of temperatures.
6.8.4 In case of entire or part of the flooring area is covered permanently or temporary (by plastic sheets, membranes, carpets, rugs, or similar) when the underfloor heating is fully operational.
6.9 Our warranty does not cover renovation work carried out into existing types of flooring, not installed previously by us.
No other warranty, express or implied, is made. Under this warranty, we assume no liability for damages arising from the purchase, use, or inability to use this product, or from any special, indirect, incidental, or consequential damages. By this, we mean any loss, expense, or damage other than to the flooring itself that may result from a defect in the flooring, incurred or suffered by or occasioned to the end user/purchaser of a defective product, or to any third party. This warranty gives you specific rights but does not affect any legal rights of any end user/purchaser.
7. RETURNS & REFUND
If for any reason you wish to cancel your order and return non-faulty goods please advise us in writing by fax, e-mail or post, within 7 working days of receipt. Returned goods must be in unopened original packaging and in undamaged condition. We will arrange for collection. All returns will be subject to a re-stock charge of 30%, plus return carriage charge.
A refund of goods cost incl. VAT will be made within 30 days of receiving your notice of cancellation. The delivery and return charges will not be refunded. This does not affect your consumer statutory rights.
7.3. Special orders
The special orders can't be returned.
8. DAMAGED & DEFECTIVE GOODS
We will supply you with goods that are free from defects in materials and workmanship for a period of 12 months (or longer if required by law) from the date of delivery.
Please inspect your goods immediately upon delivery and advise us as soon as possible of any discrepancies, defects or damages. Check that the boards are flawless before laying them. Should you discover a board with a manufacturing defect, do not lay it. It may be usable later on. Do not install the flooring unless you are completely satisfied, as we will not accept any claims for damaged items once the flooring has been installed. Where the buyer has used or installed the goods such use or installation shall be taken as conclusive evidence that the buyer has accepted the goods notwithstanding that there is a defect in the quality or condition of the goods or that they may fail to correspond with their specification and the buyer in those circumstances waives
the right to make any claim against the company. You must accept full responsibility for the suitability of the goods ordered for the purpose to which they are put.
If goods are delivered faulty or incorrect, you must advise us as soon as possible, within seven days from the date of delivery. Do not open packs unnecessarily, as once opened we cannot put them back into stock. If the goods are found to be damaged or defective prior to delivery to you, we will at our option replace the goods or refund the price paid by you. We will then arrange for collection and a full refund on receipt of goods at our warehouse or at the latest within 30 days of agreeing to give the refund. Our Company shall have the right to examine any goods the subject of any claim or complaint after the delivery thereof. Save as aforesaid shall be under no further liability to the buyer in respect of the short delivery, defective goods, failure to comply with description or lack of quality, delay in delivery or in respect of any other complaint relating to the goods.
9. FLOORING SERVICES
9.1 All flooring services – floor installation, floor sanding, flooring repair, etc. could start in customer’s property after confirmation of the date and after deposit for flooring material (if any) is cleared.
9.2 Any additional work, which does not appear in our quotation will be subject to an extra charge. The minimum charge for an additional work requested from the customer after flooring work starts is £450.
9.3 Cancellation of service
If for any reason the Customer wish to cancel already booked appointment he/she have the right to do so by sending the Company a written notification by email, fax or post no later than 2 working days before the booked date. If failing to do so, the Company keeps the right to charge £350 late cancellation fee.
10. CUSTOMER SUPPORT & SERVICE
Apart from providing excellent quality products at the best possible price, our Company is completely dedicated to exceeding customer expectations. If you have any suggestions, comments or any cause for complaint please contact us. The Company keeps the right to amend the terms and condition in any point, without notice.