Terms & Conditions for FWDirect

Please read these Terms and Conditions before placing your order.  All orders should be placed online on this site using our secure checkout and payment methods, or by telephone in circumstances where ordering online is not possible.

We are FW Direct, a trading name of BD Commerce LTD, a company registered in England & Wales.

Our company registration number is 13803717.
Our registered office is Unit 3 Cartwright Court, Dyson Wood Way, Bradley Business Park, Huddersfield, United Kingdom, HD2 1GN
Our VAT registration number is: 408563392

These terms and conditions set out the basis on which you can use and place orders for items on this website.  These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms or require any changes, please contact us to discuss.  By ordering goods from this website, you are deemed to have understood and accepted these terms.  These terms and conditions are correct at the time of going to press.  If any of this information changes we will tell you by updating the terms and conditions on this website www.flooringwarehousedirect.co.uk

Our website is primarily intended for the sale of our products in the UK. However, we may accept orders from and deliver to addresses outside the UK.  If you are outside the UK and are interested in buying some of our goods, please email or call us in the first instance.

You may contact us at this address or by email [email protected] or call us on 01484 411888. If we have to contact you we will do so by telephone or by writing to you at the email or postal address you provided to us on your order. We will use the personal information you provide to us to supply the products to you; to process your payment for the products and if you agreed to this during the order process, to inform you about similar products and offers that we provide, but you may stop receiving these at any time by contacting us or using our unsubscribe online procedure (at the bottom of any marketing communications).

When we use the words “writing” or “written” in these terms, this includes emails.

Our Contract With You

After placing an order, you will receive an email from us to acknowledge that we have received your order.

Please note that this does not mean that your order has been accepted. Our acceptance of your order will take place when we email you to confirm your order has been dispatched, at which point a contract will come into existence between you and us. 

A contract is not formed at the point in time that payment has been taken from you by Flooring Warehouse Direct.  Until the goods are despatched the order may not be accepted by Flooring Warehouse Direct or may be cancelled by you.  For security reasons we may restrict the volumes of certain items to be sold in any one transaction.

If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.

We will assign an order number to your order and tell you what it is when we accept your order via email confirmation. It will help us if you can tell us the order number whenever you contact us about your order. Following formation of the contract Flooring Warehouse Direct shall continue to own any goods ordered until it has received payment in full.

Your Right To Make Changes

If you wish to make a change to the product you have ordered, please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.

Our Right To Make Changes

We may change the product to reflect changes in relevant laws and regulatory requirements; and/or to implement minor technical adjustments and improvements. These changes will not affect your use of the product.


We display both ex-VAT and inc-VAT prices on each product page, please ensure you are aware of the applicable VAT rates before placing your order. Due to circumstances beyond our control, prices may have to be altered up or down, including any alterations to the rate of value added tax. All prices shown are cash prices in sterling.

The current prices of the product will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the prices of products on the website and on your order are correct. However it is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. If the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated, we will contact you for your instructions before we accept your order. 


If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a miss-pricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.


Price Breaks & Discounts


We offer quantity based discounts on our website, which are automatically applied to the basket if you qualify. 


If you qualify for a quantity based discount and at a later date decide to return items, if the quantity returned brings you below the discount threshold, this will be taken into account when processing the refund. This means that you will be refunded the value of the returned items (minus applicable fees) and with the subtraction of the discount you initially received, based on the higher quantity of items to which you no longer qualify for.  If you are unsure what this means, please contact us before ordering.


All Free Delivery & Promotion Thresholds Exclude VAT. This Includes Coupon Codes. 


All orders for products are subject to availability.

We ship directly from the manufacturers, so stock is generally available all of the time but is not guaranteed. You will receive a delivery date confirmation within 2 working days of placing your order and it is at this point that we are confirming we do have sufficient stock to supply your order, within the specified delivery timeframe that you select upon checkout. If you do not receive a delivery date confirmation email within 2 working days of order, this means we have not accepted your order and you should make contact with us to discuss why this may be.

We reserve the right to cancel or delay orders if stock is not available, in such instances we will make contact with you first to confirm the most convenient option for you.

Descriptions, Measurements & Colour Reproduction

Flooring Warehouse Direct take great care when doing photography to get colours to be presented as accurate as possible. The limitations of colour reproduction and the individual colour settings of your device may mean a slight variation from the actual colour of products. Every reasonable care has been taken to ensure that the measurements, specifications and descriptions of products are accurate and up to date, however there could be exceptions…we’re only human after-all.

Supplying the Products

We ship directly from the manufacturers (enabling us to offer you the best possible price), this means that larger orders with multiple product lines could be delivered separately if they are manufactured and held at different locations.

The costs of delivery will be as displayed to you on our website.  The time taken for your goods to be delivered will depend on your chosen method of delivery and no delivery timeframes are guaranteed.

If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

If no one is available at your address to take delivery (our products will not fit in a letterbox), our couriers will leave you a note informing you of how to rearrange delivery / where to make a collection in accordance with their terms. Please note as we use third part couriers, we cannot guarantee that they will leave a card in such instances. If the date of your delivery has passed and you have not received the goods, please contact us. We can also arrange to leave items in a “safe place”, so long as you contact us in writing prior to the delivery date. 

If after a failed delivery to you, you do not re-arrange delivery or despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection within a reasonable time, we may end the contract with you. In such cases, we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract, this includes in most cases a £20+VAT re-stocking fee for items that have left our depot.

Order Defects & Issues

We must be notified immediately upon parcel receipt of any short deliveries, faults or breakages and within 10 days of goods dispatch.  We will ask for ALL faulty goods to be returned for inspection and will issue a full refund upon their return. Unfortunately we can not issue a refund for any items which have been altered by the customer prior to their return, this includes cutting items to size, or using adhesives or fixings on them. 

Goods which are returned because they are simply unwanted or not fit for purpose through your own error, will be charged a collection fee (£70+VAT single pallet / £120+VAT double pallet) and 20% re-stocking fee. In addition the order will be refunded minus the initial carriage paid. 

Late deliveries

Claims for lost or non-delivered goods will not be considered until 7 working days after the date of dispatch, however our best efforts will be made to locate or replace lost items in the delivery network, as soon as we are notified of the issue.

You have legal rights if we deliver any products late. If we miss the delivery deadline for any products then you may treat the contract as at an end straight away if any of the following apply:

  • Delivery within the delivery deadline was essential (taking into account all the relevant circumstances);
  • Or you told us before we accepted your order that delivery within the delivery deadline was essential.

If you do not wish to end the contract straight away, you can give us a new deadline for delivery, which must be reasonable, and you can then end the contract if we do not meet the new deadline.

If you do choose to end the contract for late delivery, you can cancel your order for any of the products or reject products that have been delivered. If you wish, you can reject or cancel the order for some of those products (not all of them).  After that we will refund any sums you have paid to us for the cancelled products and their delivery. If the products have been delivered to you, you must either return them by arranging a courier to bring them back to our warehouse, or by allowing us to collect them from you. We will pay the costs for the carriage / collection in such circumstances. Please call customer services on 01484 411888 or email us at [email protected] for a return label or to arrange collection.

The product(s) will be your responsibility from the time the goods are received at the specified delivery address, to the point they are collected by our couriers for return. If you decide to use your own couriers, it is your responsibility to ensure sufficient insurances are in place incase of further damage or loss of goods. In cases where you use your own courier, the items will be yours/the couriers responsibility until they are received back at our warehouse.

Suspended Products

We may have to suspend the supply of a product to:

  • make minor technical changes;
  • update the product to reflect changes in relevant laws and regulatory requirements;
  • deal with unforeseen supply issues

We will contact you to tell you we are suspending supply of the product.  If we have to suspend the product we will adjust the order price so that you do not pay for products while they are suspended. You may contact us to end the contract for a product if we suspend it.

Making Payments

We accept payment with MasterCard, Visa, Paypal, American Express & Maestro. You must pay for the products before we dispatch them. The taking of payment from you by Flooring Warehouse Direct under any of the means set out below does not indicate that a contract has been formed between you and Flooring Warehouse Direct. By placing a telephone order or by completing and submitting the electronic order form including your payment details, you are making an offer to purchase goods which, if accepted by us, will result in a binding contract. Payment will be refunded to you if your offer is later refused or rejected by Flooring Warehouse Direct or its suppliers.

By Telephone

We can take orders over the phone or by a pro-forma invoice, however we can only do this in circumstances where it is not physically possible for you to place an order online yourself. To make a payment using telephone or to arrange a pro-forma invoice, call us on 01484 411888.

By Internet

Shopping with Flooring Warehouse Direct using a Credit or Debit Card

Please pay for items as they are ordered by credit or debit card or PayPal. You will not be charged additional fees for the chosen payment method used.

Delivery Charges

Our delivery rates are calculated on an order value basis. All standard deliveries are delivered by couriers (company variable) and can be received up to 3 to 5 working days from order (6 working days if you order after 12.30pm on a weekday). All available delivery options for your order can be selected at the check-out and if you order before 12pm Monday to Friday, your order will be processed the same day.

Delivery Options & Rates

DeliverAs we dispatch directly from the manufacturers (which allows us to offer you the best price possible), delivery options available are calculated on an order value/product basis and some products are not available for express or next day delivery. If you need your items quickly and an express or next day service is not displayed at checkout, please call us on 01484 411888 and we will do our best to meet your requirements.

Please note: All delivery services could be affected by public holidays and busy periods, please allow sufficient time for your goods to arrive for your project deadline and never book fitters before your goods have arrived. Delivery times cannot be guaranteed and no delivery services are available on bank holidays.

Our services do not include weekends but we may be able to arrange this upon request. Deliveries to the Channel Islands, Isle of Man, Isles of Scilly and Isle of Wight should be discussed with Flooring Warehouse Direct before placing your order, as additional carriage fees may apply. 

You should never book fitters before you have received your goods, we cannot be held responsible for costs incurred by yourself as a result of delivery complications and delays.

Deliveries can happen anytime between 8am and 6pm Monday to Friday, unfortunately as we use pallet networks, a specific time slot cannot be provided. Should you have any special requirements, please confirm the feasibility of them before placing your order. 

Deliveries are palletised and heavy, therefore our delivery services are to curb-side only – you will be responsible for moving the goods from the roadside to the property. Pallet network companies do not remove pallets following delivery, pallets will be left by the haulier and you will be responsible for disposal of the pallet. 


Send To A Client/Friend Delivery Service T&Cs

The service allows orders to be delivered to the billing address, or alternative site addresses which should be entered separately at checkout. Additional delivery addresses can be added to your Account either during checkout or by logging into ‘My Account’ and selecting the ‘Delivery Address’ option. After the new address details have been entered we will ask you to authenticate the new address against your billing address by entering your credit card details (the credit card must be registered to your billing address). We will not take any payment from the card and the information will not be stored by us, it is simply used as a security check. Once you have completed this step you can start delivering items to an alternative address.

Cancellation / Returns (ending your contract):

If faulty or miss-described:

If your goods are faulty or miss-described you may have a legal right to end the contract (or to get the product repaired or replaced).  Nothing in these terms will affect your legal rights.  Below in the box is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.

If your product is goods, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected life of your product your legal rights entitle you to the following:

  • up to 30 days: if your item is faulty, then you can get a refund.
  • up to six months: if your faulty item can’t be repaired or replaced, then you’re entitled to a full refund, in most cases. This does not include instances where products have not been fitted as per the manufacturers guidelines and have therefore failed.
  • Unfortunately we can not issue a refund for any items which have been altered by the customer prior to their return, this includes cutting items to size, or using adhesives or fixings on them. 

If you wish to exercise your legal rights to reject products you must either post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection and will refund you the price you paid by the original method that you used for payment. Please call customer services on 01484 411888 or email us at [email protected] for a return label or to arrange collection.


Other reasons:

You may also end your contract if for example

  • We have told you about an upcoming change to the product or these terms which you do not agree to (see clause8.2);
  • We have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
  • There is a risk that supply of the products may be significantly delayed because of events outside our control;
  • We have suspended supply of the products for technical reasons, or notify you we are going to suspend them, in each case for a period of more than 10 days.

In which case, the contract will end immediately and we will refund you in full for any products which have not been provided.

If you change your mind:

Under the Consumer Contracts Regulations you have the right to cancel your order, if you change your mind, as long as you do so no later than 14 days after the day on which you receive the goods or service. You must inform us of your wish to cancel in writing either by letter, email ([email protected]) or by calling 01484 411888 within a period of 14 days beginning on the day after the day you receive your goods.

You must take reasonable care of the goods and not use them, nor mix them in inseparably with other items. You should post the goods back to us in their original condition and packaging, wherever possible, within 14 days of informing us of your wish to cancel.  If you return goods to us, we will not be responsible for any loss or damage to them during transit.  Please ensure you obtain a certificate of posting from the Post Office/courier, which is provided free of charge. 

If goods are lost, or damaged in any way, we may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods.   The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered by a more expensive express method, then we will only refund what you would have paid for the cheaper delivery option. 

For full details of your rights under the Consumer Protection Regulations, please contact your Citizens Advice Bureau or a Solicitor. Full details of how to return goods can be found in the returns section. Express Delivery Charges will not be refunded if you cancel or return your order unless the product is faulty or does not fit the description given.

If you have changed your mind, your refund will be made within 7-10 days from the day on which we receive the product back from you.

Where multi-buy discounts have been taken, if you later return any of the items you will not be entitled to the discount.

Please see our refund and returns page for details of costs for return items.

Exceptions to the Returns Policy

Returned items which are not in new or unused condition may not be fully credited to your account unless they are faulty or damaged. We are also unable to accept returns for items such as bonds or adhesives, as they are classed as perishable items.


If you do have a complaint please write to BD Digital t/a Flooring Warehouse Direct, 3 Cartwright Court, Dyson Wood Way, Bradley Business Park, Huddersfield, HD2 1GN, call 01484 411888 or email [email protected]  We welcome and learn from complaints. We aim to deal with complaints speedily and sympathetically. All complaints are logged, investigated and replied to.

Customer Reviews

We want to encourage customer ratings and reviews of our product to help others and to improve our service.  However we have guidelines with regard to customer conduct surrounding such feedback.

By submitting feedback to Flooring Warehouse Direct, you warrant that:

  • You are the sole author and have not copied the content from any third party;
  • All content that you post is accurate;
  • Use of the content you supply does not violate these guidelines and will not cause injury to any person or entity.
  • You further agree and warrant that you shall not submit any content:
  • That is known by you to be false, inaccurate or misleading;
  • That infringes any third party’s copyright, trademark, or privacy;
  • That is, or may reasonably be considered to be, defamatory, racially or religiously biased or offensive, contains obscene language, or is threatening or harassing to any individual, partnership or corporation;
  • That includes any information that references other websites, addresses, email addresses, contact information or phone numbers; or
  • That contains any computer viruses, worms or other potentially damaging computer programs or files. For any content that you submit, you grant Flooring Warehouse Direct a perpetual, irrevocable, royalty-free, transferable right and license to use, copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or distribute such content and/or incorporate such content into any form, medium or technology throughout the world without compensation to you.

All content that you submit may be used at our sole discretion. We reserve the right to change, condense or delete any content on our websites that we deem, in its sole discretion, to violate the above guidelines.  We do not guarantee that you will have any recourse to edit or delete any content you have submitted.  We reserve the right to remove or to refuse to post any submission for any reason. You acknowledge that you, not Flooring Warehouse Direct are responsible for the contents of your submission.

By submitting your email address in connection with your rating and review, you agree that Flooring Warehouse Direct may use your email address to contact you about the status of your review and other administrative purposes.

We Are Drop Shippers

Our business is centred around offering customers unbeatable value across all of our range. To achieve this, we don’t own a warehouse or physically pack or dispatch orders ourselves, instead we ship all of our orders directly from the manufacturers warehouses, keeping our costs down which ultimately allows us to make our products more affordable for our customers. This also means we have a close relationship with the manufacturers, allowing us to offer expert technical advice, whether that be through our own in-house technical team who are trained directly by the manufacturers, or the manufacturers themselves for more complex project requirements. 

What does this mean for our customers?

  • As a customer you shouldn’t experience anything different from a usual online ordering process, we’re your port of call and we take customer service and care very seriously.
  • It allows us to offer a comprehensive advice service, where we can put you through to the manufacturers technical team in cases where requirements are more complex.
  • We can get your products delivered quickly: with access to multiple warehouses across the country; in cases where products are needed urgently we can help!…sometimes collections are possible too!
  • You get the best price possible by us cutting out expenses such as the overheads of owning and operating our own warehouse/delivery network.
  • We are rarely out of stock, as the manufacturers carry products in volumes we simply couldn’t hold ourselves, if we had a warehouse.

Our responsibility for loss or damage suffered by you

If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity. In addition, we are not liable for the damages, costs or loss of business in circumstances where our products have not been installed as per the manufacturers guidelines, or inline with UK building regulations.


All associated artwork is copyright of BD Digital LTD t/a Flooring Warehouse Direct and /or our suppliers.  It is prohibited for any images to be downloaded from this site and reused without our express written agreement having been secured first from BD Digital Ltd t/a Flooring Warehouse Direct.


Each of the clauses of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

These terms are governed by the laws of England and Wales.

We reserve the right to amend these terms and conditions at any time. Your statutory rights are not affected.