Terms & Conditions

At Woven & Woods, we make every effort to be that local, friendly establishment and therefore, have tried to make our terms of business as readable as possible. Whilst there is a lot of material to digest, and it may not all be relevant to your purchase; it’s definitely worth a read as there is some useful and important information that should help to build a mutual understanding between us.

The following conditions outline our commitment to you and express the expectations of Woven & Woods and its respective installers in order to achieve a smooth, enjoyable experience for all involved. The following terms, conditions, and guidelines do not affect your statutory rights, nor are they specifically limited to this to this document. If you feel that there’s something not covered here, please feel free contact us with your query.


You’ll be glad to know that once we have submitted it to you, a formal quotation is valid for 30 days. It is important that you check that the products (and colours) itemised on the quotation are correct and reflect your selection before confirming your order as Woven & Woods’ commitment is limited to only supplying the goods and services as specified on the quotation (or invoice) and your confirmation of the order (quotation) assumes that you have checked and agree to the items listed. Changes after placing an order (particularly post-installation) may be chargeable. If you are unsure, please get in touch.


Unless otherwise agreed and included (itemised) on your quotation (or invoice), quotations are provided on the basis that your sub-floor is suitable for installation of the carpet or flooring that you have selected without the need for additional work. It is your (or your construction contractor’s) responsibility to ensure that this is the case, but we are happy to discuss and provide recommendations if needed. Any preparation work that we have accounted for is there to make sure that your new flooring is laid within the manufacturer’s guidelines (and for a good finish). Preparation work is not considered remedial work for correcting faulty sub-floors, noises, or existing movement. Woven & Woods does not absorb any responsibility for your sub-floor or any issues that may occur as a direct result of sub-floor problems either immediately or belatedly. In short, your sub-floor should be in good repair, flat and dry. If you have any doubts regarding the condition of your sub floor, please inform us as it could affect the appearance, feel and longevity of your new flooring.


Please note that during site surveys we can only account for what we can see, we’ll do our best to assess conditions for areas that have existing floor-coverings in situ and advise solutions for areas that have no sub-floor. Despite a wealth of experience, we cannot guarantee that our guesswork is entirely correct. Therefore, we cannot be held accountable for amendments to costs or materials in these instances. We will discuss any changes with you before we do so and we’re also happy to conduct a second survey if needed. Likewise, if after we have surveyed, you make changes to adjoining floors, sub-floor heights and materials used it is important you let us know as we may need to alter products required. Failure to notify us of post-survey changes and variations may result in additional costs which are to be absorbed by the customer.


Despite our best efforts, things don’t always go to plan. We really try our hardest to make sure that mistakes happen as infrequently as possible. In the unlikely event that we do get something wrong, we absolutely promise to do everything we can to rectify the problem swiftly, causing as little inconvenience as we can. If you would like to raise a complaint, please just bring your concern to our attention in writing and we’ll reply (the same day, but if not) within 72 hours.


We’re very proud of the products we house and suppliers that we source from. Typically, goods we retail come with a manufacturer’s guarantee or warranty. For more information with regards to the guarantee on the specific product(s) you have selected please contact us. In respect of labour, our service guarantee is to cover workmanship via our recommended craftspeople and is limited to 12 months from the initial installation date. This guarantee is void if the flooring is subject to negligence, misuse, improper maintenance, and if repairs or modifications have been carried out by anyone other than an agent of Woven & Woods. We cannot guarantee suitability of or accept liability for any materials supplied by the customer. Use of such materials may affect your installation and / or product guarantee. Again, we advise that you contact us if you are unsure.

Payment Terms

Woven & Woods accepts payments form most credit and debit cards (including American Express) and payment via bank transfer. Trade, commercial and specialist projects may be limited to bank transfer only. We typically require full payment to proceed with an order, but exceptions can be made to proceed with a deposit (minimum 50%). Unless otherwise agreed, all balances must be clear prior to installation. Unpaid balances may result in postponement of agreed dates.

Order Cancellations & Amendments

Orders can only be cancelled without penalty prior to the despatch of goods from our suppliers. Thereafter, it is likely that cancellations and returns will be subject to re-stocking fees and courier costs. No cancellations or returns can be made when; materials such as runners or carpets have been cut, (part or full) installations have taken place, or when bespoke products have been made to order.

Woven & Woods employs a strict no returns policy for goods ordered on a supply only basis. Therefore, it especially important and the customer’s (and / or their installer’s) responsibility to check that the quantity and requirements are correct prior to confirming the order. This includes overage materials (opened and unopened).

Amendments and variations to the scope of work (beyond the original commitment of goods and services as per the initial order) will be charged for if they have been requested by the customer.


‘Bespoke’ includes products made to your specification and / or products finished on site (such as unfinished timbers). Your deposit (or payment) for an order with bespoke materials is accepted as confirmation for the specification or description of the goods outlined on your invoice or quotation. Orders for bespoke products are non-refundable, and therefore we strongly recommend that you source a sample before confirming an order. Please note that samples may be chargeable and will require time to make. If you instruct Woven & Woods to proceed without viewing physical samples, you are accepting and assuming the risk and responsibility for all aspects of the product (particularly colour) unless the product is faulty or mis-sold. This also applies to orders placed from photos, (online or print).

Timber Products

Wood flooring is a natural product and therefore timber goods delivered may exhibit variance from (ordered or in-store) wood flooring samples (bespoke and otherwise). Thus, the samples should be considered a good guide for the purpose of providing an approximate idea of the product. In some instances, a sample of a current batch may be available, which is particularly useful for viewing colours, tones, patinas and character with more accuracy; if you wish to explore this option, please do let us know.

As wood is natural, no two floors will be the same or display the same characteristics. Therefore, most timber products are ‘graded’ in order to explain which character features may or should be expected. It is worth noting that the grades do not reflect their quality or performance but are there to distinguish their aesthetical qualities.

Most flooring products are ‘rustic’. It is liveliest grade with the most variance, and we think that this shows the truest and most natural characteristics of wood. At the other end of the spectrum is ‘prime’, this has the fewest character marks (in some cases none) and has a well-controlled variance in colour between planks for a more consistent and calmer feel.

Different manufacturers use different grade names and have different tolerances and allowances within these denominations. Whilst this can be frustrating (especially when comparing products) this is unfortunately beyond our control. Therefore, to simplify the way in which grades are presented, we group the products in three main grades; rustic, select, and prime which are outlined below. If you wish to know the character marks or features that are likely to appear on a specific product, please do ask and we’ll share the details (as outlined by the respective manufacturer).

Rustic – A lively grade with myriad character marks and tonal variance between planks. Rustic may include large and small knots (healthy, filled or unfilled), sapwood, resin or wax filler, cracks, splits, lively grain patinas, mineral streaks, medullary rays, and other general minor aesthetic imperfections.

Select – A middle grade with refined character marks which are less frequent and smaller in size than rustic. Select may include some tonal variance, small-medium knots (typically healthy or filled), sapwood*, resin or wax filler, narrow splits, varying grain patinas, mineral streaks, and medullary rays. (*Panaget middle grade ‘authentic’ does not include sapwood)

Prime – A calm grade with no sapwood, limited variance (except smoked products) and almost no character marks. Albeit unlikely, prime may include few and very small healthy knots, varying grain patinas and medullary rays.

It should be noted that ‘distressed’ products accentuate the imperfections found in rustic grade floors and add textures to them for a worn-in (or reclaimed) look. These may include rounded bevels, distress marks, tumbled damage (particularly corners and edges), band-sawn marks, regular open cracks, regular and large resin fills, and undulating (hand-scraped) textures.

Installation – Schedule & Site Requirements

The installation dates we commit to are given in good faith, these almost always go ahead as planned but in the event of a delay, one of the Woven & Woods team will contact you as soon as possible to inform you and find a suitable solution. We do not accept responsibility for, nor can we compensate for when delays are beyond our control (such as a manufacturing setbacks or external delivery problems).

Cancellations of installation bookings require a minimum notice of 48 hours. Obviously, it’d be great to know of any delays as early as possible as this will give us a greater chance of accommodating your new dates and finding work for our sub-contractors. Unless arrangements can be made to cover the installer’s loss of earnings, a short-notice cancellation will incur a charge. For installation to commence as agreed, there should adequate parking (with permits provided if they are needed), good access, and provisions for water and electricity. Furthermore, the area(s) should be clear of building materials and tools. Unless otherwise agreed, rooms must be free of furniture and existing flooring. We offer removal (uplift and disposal) and moving furniture services, these require notice and are chargeable. If you require these services, please inform us at the time of ordering. We know that it’s not always feasible, but it would be ideal for our installers to be the only people working within the area. Other contractors may impede performance of service; affecting both the length of time the work will take and the quality of the work. If the area is not clear, ready, and workable on the day of installation you may be subject to the aforementioned charge.

Installation – Diligence

We assume responsibility for the quality of and relevant arrangements for installation. Whilst the work is carried out by self-employed sub-contractors, should anything not be quite right please let us know. Our craftspeople are vetted, checked, known to us and they all hold public liability insurance too. Our installers are experienced and look to undertake the work with care, but even with the greatest attention there is a chance that décor may be scuffed during installation. This is especially true with large, heavy carpets. New paintwork is particularly vulnerable and should be allowed to fully cure; a minimum of 2 weeks is recommended. If it helps, we’re happy to deliver carpets before the decorating has been completed in order to reduce the risk of marking walls at no extra cost. Unless through negligence, neither Woven & Woods or the installer will absorb the cost for any re-decoration. In the event that a claim is to be raised for damage caused, we will oversee the matter but reserve the right to consider the sub-contractor and / or their respective insurer (if needed) the first point of responsibility.

It’s also really important that you highlight any concealed pipes or cables to the sub-contractor as neither Woven & Woods or its agents can be held accountable in the event of accidental damage to hidden or hard to see pipes or cables.

Underfloor Heating

Please bring to our attention the use of any existing or proposed underfloor heating as we’ll need to make sure that the flooring you have selected is suitable. It is especially important to highlight when using an overlay system as this likely to affect the installation method for wood flooring. Underfloor heating should be tested prior to installation of flooring and (post-installation) the heat should be introduced gradually (a few degrees per day) so as not to shock the floor. If the flooring fails or severely contracts because the underfloor heating is faulty, causing spikes in temperature or is generally poorly installed; then the liability of replacement costs lie with the respective underfloor heating company and contractor. Some manufacturers require the installation of a FidBox, (an electronic device that logs the environmental condition data of a wood floor) for a comprehensive guarantee. These are particularly good for helping to spot issues before they cause major problems and can help to provide proof in the event a claim is raised. Please ask us for details.

Installation – Moisture Guidelines

For wood flooring installations, the moisture content of a screed or concrete sub-floor must be under 2% and the relative humidity must be under 70%. As a general good guide, moisture in a concrete / screed sub-floor typically dissipates at around 1mm per day once the area has been sealed (doors and windows installed), and all other ‘wet’ work has been completed and is cured, (this includes plumbing, plaster work and painting). The introduction of moisture into the room’s atmosphere will slow the drying time down. Areas should be at a ‘standard’ room temperature (18-20 degrees C) and ambient humidity (approximately 50%). You can keep an eye on these with digital monitors, which are widely available online. Please note that extremes of weather (hot, cold, or wet) can also impact the drying time, therefore it’s really difficult to predict an exact timeframe for concrete / screed drying. Maintaining the programme of work (including accounting for drying times) is the responsibility of the construction project manager, builder, or respective trade. We can help you monitor the moisture content and carry out the appropriate checks for you, we do not charge for this service. Please note that if it is in place, underfloor heating should be turned off 24 hours prior to any hygrometer tests. We can offer solutions for sub-floors that are not drying quick enough and will be happy to provide a quotation for this work upon request.

Thank you for reading this! Our T&Cs may also be updated occasionally so please do let us know if you require them in a pdf document for your record. Otherwise, if you have any questions, please do not hesitate to contact us by using the form below.