Terms & Conditions – Step Ahead Flooring Store

1. Introduction

These Terms & Conditions apply to all purchases made in‑store, online, or by phone from Step Ahead Flooring Store, and to all flooring installation services carried out by our approved fitters. By placing an order or booking a fitting, the customer agrees to these terms.

2. Products & Orders

All product descriptions, images, and samples are provided as a guide only. Natural variations in colour, texture, and pattern may occur.
It is the customer’s responsibility to ensure the chosen product is suitable for the intended area (e.g., moisture levels, underfloor heating compatibility).
Orders are only confirmed once payment has been received in full or a deposit has been paid (if applicable).
Stock availability may change. If an item becomes unavailable, we will offer an alternative or a refund.

3. Pricing & Payment

Prices include VAT unless stated otherwise.
Full payment is required before goods are released or delivered.
Fitting charges are separate from product costs unless stated in a package deal.
Additional charges may apply for:
Removal of old flooring
Subfloor preparation
Moving furniture
Disposal of waste materials

4. Delivery & Collection

Delivery dates are estimates and may change due to supplier delays or unforeseen circumstances.
Customers must ensure someone is available to receive the delivery.
Once delivered or collected, the customer is responsible for storing the flooring in a dry, safe environment until fitting.

5. Fitting Services

Fitting for Carpet and Vinyl’s are carried out by independent fitters approved by Step Ahead Flooring, unless this is any hard flooring i.e.. Engineered wood, laminate, LVT etc as this is the Step Ahead Flooring Team.
Fitters are responsible for the quality of their workmanship. Any issues with fitting should be reported directly to us so we can liaise with the fitter.
Customers must ensure:
The area is clear of furniture
Old flooring is removed and disposed of (unless paid for. Disposal is not always guaranteed)
Subfloors are clean, dry, and level
If the fitter discovers subfloor issues (damp, uneven surfaces, rot, etc.), additional work may be required at extra cost.
Fitters may refuse to proceed if conditions are unsafe or unsuitable.
White goods are customer responsibility to remove and replace (unless paid for)

6. Cancellations & Returns

Products
Unopened, unused products may be returned within 28 days unless they are:
Cut‑to‑size items
Special orders
Clearance items
Returned goods must be in resaleable condition.
Cut lengths of carpet are charged at a 50% returns charge, boxed items are charged at a 10% returns charge.
Fitting
Fitting appointments can be cancelled or rescheduled with 48 hours’ notice.
Late cancellations may incur a call‑out or cancellation fee.

7. Faults & Issues

Any product faults must be reported within 48 hours of delivery or fitting.
We may request photos or an inspection before offering a repair, replacement, or refund.
Damage caused by incorrect installation, misuse, or poor maintenance is not covered.

8. Guarantees & Warranties

Manufacturer warranties apply to most products. Terms vary by brand.
Fitting workmanship may be guaranteed for a set period (e.g., 6–12 months) depending on the fitter.
Guarantees do not cover:
Wear and tear
Water damage
Improper cleaning products
Damage caused by pets, furniture, or heavy impact

9. Liability

We are not liable for:
Delays caused by suppliers, transport, or weather
Damage caused by customer preparation or lack of preparation
Losses resulting from incorrect measurements provided by the customer
Our total liability is limited to the value of the goods or services purchased.

10. Privacy & Data

Customer details are used only for processing orders, arranging delivery, and booking fitters.
We do not share personal information with third parties except fitters involved in the job.

11. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.