Terms and Conditions
￼1.1 The “Company”
The “Company” means Hitt Oak Ltd., Company Reg No: 04710372, VAT Reg. No: GB7880819781.2. 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 2 – 4 working days delivery anywhere within mainland UK. The delivery term of 2-4 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 van to the delivery address and storage space. The Company can refuse delivery to site if it is deemed dangerous to the driver. 2.4. Unloading
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 cannot 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 20% 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.
2.7 International delivery:
2.8 We deliver to countries outside of the United Kingdom (“International Delivery Location”). However there are restrictions on some Products for certain countries, so please contact us before ordering Products to check whether We are able to deliver to Your preferred country or location.
2.9 If you order Products for delivery to an International Delivery Location, Your Order may be subject to import duties and taxes, which are applied when the delivery reaches that destination. Please note that We have no control over these charges and We cannot predict their amount.
2.10 You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing Your Order.
2.11 You must comply with all applicable laws and regulations of the International Delivery Location. We will not be liable or responsible if you break any such law.
All prices and offers are correct at time of going to print but are subject to change and availability. VAT will be charged on all prices (including carriage) at the rate of 20%.
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.
Bespoke flooring manufacturers and installers 10 Park Parade Gunnersbury Avenue, London W3 9BD
￼4.1. Payment methods accepted
We accept: cheque, bank transfer, cash or card payments. Payments by credit card are subjected to 2.5% surcharge.
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 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.
4.4. Payments for materials must be received prior despatching goods from the warehouse.
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.
Hitt Oak Ltd (as defined in the terms and conditions of sale warrants that the Products (as defined in the terms and conditions of sale you purchase from us will comply with their description, be of satisfactory quality, and be reasonably fit for all purposes which products of that kind are commonly supplied. This warranty is limited to the Products being used for their intended purpose and applied, installed and maintained strictly in line with the manufacturer’s instructions. This warranty is given to you only from the date of original purchase and is not transferable. Proof of Purchase is required to make a claim under this warranty
Wood is a natural product with natural colour variations, grain variations, and tone variations. It is also the responsibility of the person installing the floor to de-select any faulty or damaged boards prior to the installation as no claims for faulty or damaged boards can be accepted after the installation.
Hitt Oak Ltd warrants that its products, in their original manufactured condition, will be free from structural defects for a period of 10 years.
STRUCTURAL INTEGRITY (Solid Wood Flooring)
Hardwood flooring, being a natural hygroscopic product, will expand and contract through heating and non-heating seasons. During these seasons you may experience some separation between the boards. This is not a product defect and is not covered by this WARRANTY. Correct job site pre-inspection, installation and maintenance procedures must be followed. Failure caused by excessive expansion of the flooring, excessive subfloor moisture and/or water damage, including but not limited to, broken water pipes or flooding, are not covered under this WARRANTY.
10 YEAR STRUCTURAL INTEGRITY WARRANTY (Engineered Flooring)
Hitt Oak Ltd additionally warrants that all its engineered hardwood flooring Products will not delaminate, wear through, buckle, cup or warp. Correct job site pre-inspection, installation and maintenance procedures must be followed. Flooring or Ply-adhesive breakdown caused by excessive/inconsistent heat changes, excessive subfloor moisture and/or water damage, including but not limited to broken water pipes or flooding, are not covered under this WARRANTY.
Hitt Oak LIABILITY (All Products)
If in the unlikely event that any portion of your product should fail with respect to the provisions of these warranties, the company will repair, refinish, or replace such portion, at no cost to you using either the same wood, or a suitable alternative should we no longer stock the original wood. In the unlikely event, the company is unable to correct any portion of a defective product after a reasonable number of attempts, the company will refund the purchase price for the portion of the product that is defective pursuant to the terms of the delivery and returns policy set out in terms and conditions.
This warranty does not cover any extra costs stemming from a defective product, such as the removal of furniture, fixtures, electrical items or labour costs.
Hitt Oak Ltd promises to investigate each complaint on individual merit. To be a valid breach of warranty the problem must be solely attributable to a manufacturing fault and the correct fitting instructions and maintenance of the boards must have been fully adhered to. In the unlikely event of instructions not being provided with a product, copies should be requested from Hitt Oak Ltd prior to installation. Where you are not installing the product personally, a copy of the installation instructions must be provided to the fitter prior to installation.
Colour variations in flooring are a natural occurrence due to species, age, character of flooring and exposure to UV light or sunlight. For these reasons, new and/or replacement flooring may not match display samples and/or existing flooring. Naturally occurring wood characteristics, such as variations in grain, colour, knots, mineral streaks, and sapwood are not considered defects.
The ultraviolet rays that can burn and age our skin will affect any organic material, including wood. Prolonged exposure to sunlight will change the colour of virtually any wood floor, regardless of the stain or finish. Some woods lighten when exposed to sunlight. Others, like cherry and oak, tend to darken. This is not a Product defect.
Your flooring requires maintenance. Please follow the instructions that are recommended by Hitt Oak Ltd. Installing a suitable mat by the entrance door(s) should prevent the ingress of sand and or dust on to the floor.
The WARRANTY can only be invoked if the surface wear-layer area damaged for each board is greater than 1 sq.cm. Lacquer / Oil / HPPC wear is not classed as surface damage as this represents additional protection and is subject to correct maintenance practices / periodic re-application.
The company reserves the right, and must be offered the opportunity to, inspect the problem on site and, where applicable, to inspect the floor in its installed condition.
The warranty, in respect of Products purchased for non-commercial purposes in domestic/residential locations, lasts for 10 years and is on a sliding scale. When it is applied, account must be taken of a fractional reduction in value caused by wear and tear of 1 part per year. i.e. a 10 year WARRANTY = 10 parts.
Any of the following shall void and invalidate our WARRANTY:
1. If the flooring is installed over underfloor heating, in order for warranty to be valid Fidbox electronic monitoring system must be installed to provide accurate moisture and temperature readings.
2. Damage due to moisture including, but not limited to, leaking pipes, incorrect maintenance, excessive moisture in subfloor or humidity, or similar damage caused by conditions that are too moist.
3. Damage of a mechanical nature, such as scratches (for example caused by dragging furniture over the floor) or surface damage caused by falling objects. We recommend protective felt pads are fitted to table and chair legs and that wheels and castors are housed inside felt backed holders.
4. Moisture left on the floor, cleaning methods using excessive liquid and/or the use of inappropriate cleaning products. 5. Damage caused by settling or uneven subfloors.
6. Incorrect installations, done in a way that is contrary to the instructions provided. A final moisture check should be carried out and recorded immediately prior to installation. The wood to be installed should be within +/- 2% moisture of the surface onto which it is to be fitted.
7. Incorrect maintenance or inadequate care.
8. Damage resulting from accidents or abuses that stain or scratch the finish of wood flooring, diminish gloss, or indent the surface of the wood.
9. Damage caused by heavy or concentrated foot traffic, pet’s claws (nails), sand, gravel and other abrasives.
10. Walking on any product with stiletto heels/high-heels. This will cause indentations, which are not covered by the WARRANTY. A stiletto heel can concentrate as much as 2,000 pounds per square inch on a floor.
11. Defects and damage caused by manmade or natural disasters including, but not limited to, leaking or broken plumbing, fire, flood, earthquake or standing water during or after construction.
Should you feel that you have to make a claim, please contact us as soon as the problem is noticed. A proof of purchase is necessary to process your claim quickly and efficiently.
Please Note: This warranty is in addition to and does not affect your statutory rights. Please keep this section in a safe place, as it will be of benefit to you should you make a claim. Staple the receipt of purchase, a set of installation instructions for the Product and any receipt for installation works to this sheet, as this will act as proof of payment.
7. RETURNS & REFUND
If for any reason you wish to cancel your order and return non-faulty goods please advise us in writing via 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 20%, 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 and bespoke finished flooring can not be returned.
￼8. DAMAGED & DEFECTIVE GOODS
Bespoke flooring manufacturers and installers 10 Park Parade Gunnersbury Avenue, London W3 9BD
￼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 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 £350.
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 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.