Kite Flooring Terms and Conditions

Part A: General terms (apply to every order)

A1. About us and these terms

Who we are. “Kite”, “we” and “us” means Kite Designs Ltd, trading as Kite Flooring. Our registered office is C/O Wilson Partners Limited, Tor, Saint-Cloud Way, Maidenhead, Berkshire, SL6 8BN. Company number 12138377 and VAT number 353071227. Our showroom is at 5 Hackney Road, London E2 7NX.
Who you are. “You” means the customer named on the quotation. A residential customer buys for their own home, not for business. A trade customer buys in the course of business (for example a developer, contractor, architect or designer).
Which parts apply. Part A applies to every order. Part B applies to supply-only orders and Part C to supply-and-fit, renovation and restoration work. Part D sets out cancellation rights for residential customers. Part E applies to trade customers and overrides Parts A–C where they conflict.
Your statutory rights. If you’re a residential customer, nothing in these terms affects your legal rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
Advice. Any verbal advice we give isn’t a guarantee unless we confirm it in writing.
Design services. We supply and fit cosmetic flooring that sits above a subfloor. We do not provide design services. This includes structural, acoustic, damp-proofing and underfloor heating design. For advice on these, please consult your architect or a structural or acoustic engineer.

A2. Quotations and orders

Quotations, including supply-and-fit quotations, are valid for 28 days from the date on the quotation. We may withdraw a quotation before it is accepted.
Our price list isn’t an offer. Descriptions and prices on it are current only on the day it’s produced, and details of changes are available on request.
We may decline any order. A contract is formed only when we send a written order acknowledgement or dispatch document.
Where an order is delivered in instalments, each delivery is treated as a separate contract.

A3. Prices and payment

Fixed prices. Once we’ve acknowledged your order, the price is fixed. The only exceptions are:
1. changes you ask for (quantities, products, dates or specification);
2. additional work you approve under C5 (variations); or
3. for orders delivered more than 3 months after acknowledgement, increases in our costs beyond our control, such as supplier price rises, exchange rates or duties.
Before charging a cost increase under the third exception in A3.1, we’ll tell you in writing at least 5 working days before delivery. If you’re a residential customer, you can then cancel the affected goods for a full refund.
Prices include VAT for residential customers and exclude VAT for trade customers unless stated otherwise. Delivery is charged separately unless included in the quotation.
How and when you pay:

Order type	When payment is due
Supply only, stocked items	In full before dispatch
Supply only, bespoke or special order	50% deposit when you order. The balance within 5 weeks of ordering or before delivery, whichever is sooner.
Supply and fit	Three invoices, set out in C3
Forward Order Scheme	15% deposit, 35% at the halfway point, 50% balance (see A3A)

Late payment. If a residential customer pays late, we may charge interest on the overdue amount at 4% a year above the Bank of England base rate, accruing daily until paid. Trade customers pay statutory interest (see E3). We may also recover our reasonable costs of collecting the debt, including legal fees.
We won’t dispatch goods or start fitting while any invoice due under the same order is unpaid.

A3A. Forward Order Scheme

If your project is 6 weeks to 6 months away, you can save by ordering early. We group forward orders with our European manufacturers and pass the saving back to you.

Discount. 15% off our retail price for flooring materials. Underlay, trims, accessories and delivery aren’t discounted.
Who it’s for. Projects needing their floor between 6 weeks and 6 months from order. The minimum order value is £1,500.
Eligible floors.

Newington Range: Lewis Rustic, Lewis Warm, Daniel Rustic and Lewis Prime.
All Newington Plus Range floors.
Kent Range: Lewis Large Herringbone.

Clissold bespoke floors aren’t included. We may update the eligible floors from time to time, and your quotation will confirm eligibility.

Locking in the price. Confirm your order within 14 days of our final quotation.
Payment.

Payment	Amount	When it’s due
Deposit	15%	When you confirm your order
Second payment	35%	Halfway between the deposit date and your target delivery date
Balance	50%	6 weeks after the second payment, or before delivery if that’s sooner

Deposit. The 15% deposit secures stock bought for you in advance, so it’s non-refundable. We may be able to transfer it to other floors in the scheme. This doesn’t affect a residential customer’s legal cancellation rights under Part D.
Storage and delivery. Free storage for up to 6 months if your project is delayed (A4.1). After that, storage is £10 a week per pallet. Once your floor is ready, please give us at least 3 working days’ notice to book delivery.
Other terms. All other terms in these T&Cs apply to Forward Order Scheme orders.

A4. Delivery, free storage, risk and ownership

Free storage for up to 6 months. Building projects slip, and we know it. Once your order is ready, we’ll store it for you free of charge for up to 6 months, so it isn’t sitting in a damp garage waiting for the plasterers to finish. Payment is still due on the dates in A3. After 6 months we’ll contact you to arrange delivery. If you still need us to keep it, storage is £10 a week per pallet.
Delivery dates. Dispatch and delivery dates are estimates. We’ll keep you updated, but we aren’t liable for losses caused by delays in dispatch or delivery.
Kerbside delivery. Unless agreed otherwise, deliveries are kerbside. Please have enough people on hand to unload. Delivery to the ground floor is available at an extra charge and must be booked in advance. We aren’t responsible for unloading goods on site, or for their storage and security after delivery.
Safe access. Our driver may refuse to deliver if unloading would be dangerous.
Signing for delivery. Every delivery must be signed for by you or someone you’ve authorised.
Missed or refused deliveries. If nobody is there to accept a delivery, or it is refused, we’ll charge for re-delivery.
Where to store the floor. Wood absorbs moisture. Don’t have it delivered to or stored in areas that aren’t sealed, or that don’t have similar conditions to the room where it’ll be fitted, such as garages or unsealed extensions. Boards stored in the wrong place can take on moisture and expand.
Risk. The goods become your responsibility (for example against damage or theft) when you, or someone on your behalf, take delivery or collect them. They also become your responsibility when we hand them to an independent carrier you’ve arranged.
Ownership. The goods stay ours until we’ve been paid in full. Until then, you must not remove or deface any marking showing they’re ours. If you sell unpaid goods on, you do so as our agent. If goods haven’t been paid for and haven’t yet been fitted, we may collect them from site; we’ll give reasonable notice first. Once goods are fitted, we’ll recover what’s owed as a debt.

A5. Natural wood: samples, grading, colour and stains

Wood is natural. Every board is different. Samples, swatches and photos are a guide to the general colour and character, not an exact match. We aren’t responsible for variations in shade, tone or colour, including with stains and oils.
Grading. Most of our boards are rustic grade, with colour variation and knots. That’s normal and doesn’t reduce the quality of the floor. Other grades are available to order. Within a grade there’s a wide range of appearance, and it isn’t an exact science. Any quoted knot size is a guide only.
Check before fitting. Please open at least 3 packs when your floor arrives and check the grading. If you can’t, ask us to send photos before fitting and we’ll help you choose where the best boards go.
Fitting means the appearance is accepted. Fitting a board is taken as acceptance of its visible appearance: grade, colour and character. This doesn’t affect claims for hidden defects, or your statutory rights.
Stains. Stains can give unpredictable results, such as bleeding or reactions with old contamination in the wood. Maple, beech, oak, merbau, birch and pine don’t take stain evenly and can show big colour variation and overlap marks.
Sunlight and rugs. Floor colour changes with UV light and where it’s covered (under rugs, for example). That’s normal, and natural soaps help minimise it.
Transition bars. We use some of the smallest transition bars in the UK market. If you want a particular bar, please confirm it again on the first day of fitting. On our standard UV-oiled ranges (such as Newington and Kent) we use matching oils on the bars, but the bars may still differ in colour from the oak. Matching bars for our premium oiled ranges (such as Clissold) must be ordered with your flooring and can’t be supplied once fitting has started. Standard bars are supplied during installation.
Bowed boards. Engineered boards often have a slight bow when they arrive, especially longer planks. A bow of up to 25mm along the length of a board is normal. Fitted in a random staggered pattern, and glued or fixed as A6 requires, these boards lie flat. A bow within that tolerance isn’t a defect. Boards bowed by more than 25mm should be set aside and reported to us before fitting (A8.3).

A6. Site conditions and installing a Kite floor

Most wood floor problems aren’t caused by the wood. They’re caused by the room it’s fitted in. These conditions apply whoever fits your floor, and they’re also conditions of our warranty.

Condition	Requirement
Relative humidity	40–65% RH, before, during and after fitting
Room temperature	18–24°C
Acclimatisation	72 hours in, or as close as possible to, the room where the floor will be fitted
Plasterwork	Finished and dry, with a maximum moisture content of 8%
Heating and ventilation	Working and on before fitting
Underfloor heating	System off for 4 days prior to fitting. The system should be commissioned. Floor temperature never above 27°C, as recorded by a FidBox

Acclimatisation. Leave the boards in, or as close as possible to, the room where they’ll be fitted for 72 hours before fitting. That lets them settle to the room’s temperature and humidity. Keep them in their packaging. The room must be sealed (windows and external doors fitted) and the heating working. All wet trades, such as plastering, screeding and decorating, must be finished and dry. You don’t need to open the packs unless we tell you to.
Humidity and temperature. Keep relative humidity between 40% and 65% and room temperature between 18°C and 24°C. In very dry conditions (for example a heated room in winter) you may need a humidifier. In damp conditions you may need a dehumidifier and better ventilation.
Underfloor heating. The floor temperature must never go above 27°C. When turning the heating on for the first time, or after it’s been off for a while, raise the temperature gradually by no more than 2°C a day.
We recommend a FidBox. A FidBox is a small sensor fitted under the floor. It records the temperature and humidity every 8 hours and warns you on your phone if conditions go outside the safe range. It’s the easiest way to keep your floor happy. It’s also the clearest evidence if there’s ever a question about a warranty claim. FidBoxes are available to buy from Kite, and we strongly recommend one for any floor over underfloor heating. The 27°C limit is measured by the FidBox.
Subfloor. The subfloor must be sound, level, clean and dry. It should be left clean and dry by other trades. Installation follows the guidance in BS 8201:2011. This standard is advisory, and responsibility for a sound installation rests with the fitter.
Floated floors. Engineered boards with a tongue and groove that are floated over underlay must have their side and end joints glued with good-quality wood glue such as PVA. Otherwise the boards will separate over time.
Glued floors. Where a floor is fully glued to the subfloor, the tongues and grooves don’t need gluing.
Floated or glued? Floating over underlay is the cheapest and most common method. The floor can move, though, and may creak underfoot, especially with seasonal changes or underfloor heating. That’s the natural movement of wood, not a defect. Gluing down costs more but minimises movement. It’s only suitable on certain subfloors, so ask us.
Patterned floors. Chevron and herringbone must be fully glued to a sound, level and dry subfloor, as set out in BS 8201:2011.
Expansion gaps. Wood moves with the seasons. An expansion gap, typically 8mm, must be left around the edge of every room and covered by skirting or beading. It must not be filled with sealant, grout or anything rigid.
Hidden services. We won’t fix down boards where there may be electrical cables, water pipes or anything else that could cause a leak or electrical fault. Please mark the routes of any services in the floor before work starts. We can’t be responsible for damage to services that weren’t marked.

A7. Returns, bespoke and special orders

Bespoke and special orders. Bespoke, made-to-order and special order items are made or bought specifically for you. Once colouring, finishing or manufacture has started, or a special order has been placed with our supplier, the order can’t be cancelled, in whole or in part. These items can’t be returned or refunded unless they’re faulty.
Change-of-mind returns of stocked items. We accept these at our discretion, subject to a 30% restock fee plus a collection fee. Goods must be unopened, undamaged and in saleable condition. Note, this must be our stocked floors, and not bespoke.
The restock fee doesn’t apply to faulty goods, or to a residential customer cancelling within their legal cancellation period (see Part D).
Leftover product on supply-and-fit jobs is covered in C14.

A8. Problems, claims and warranty

Check your delivery. Please check every delivery and tell us in writing within 7 days of delivery or collection about any shortage, visible damage, or goods that don’t match what you ordered. Please tell us before fitting, not after. For trade customers, claims not made within that 7 days are waived.
Other defects. Tell us in writing as soon as you notice a defect that wasn’t apparent on inspection, and before the affected boards are fitted where possible.
Faulty boards. On average 1–2% of boards may have a defect. That’s normal for a natural product, and our wastage allowance covers it. Defective boards shouldn’t be fitted. Set them aside and tell us.
What we’ll do. If goods are faulty, we’ll repair or replace them. If only part of a delivery is faulty, the rest of the order stands, and trade customers may not withhold or set off payment for it. Residential customers keep their statutory rights, including the right to reject faulty goods within 30 days.
Warranty. On top of your statutory rights:

Product: our wood flooring carries a 20-year warranty from the invoice date.
Installation: installations by Kite’s own team (see C1) carry a 12-month warranty from the first day of fitting.

Full terms are in our Flooring and Fitting Warranty. Both warranties depend on the conditions in A6 and on the floor being maintained as we advise. They’re personal to you and can’t be transferred.

Moisture treatments. We regularly carry out damp-proof membranes and moisture treatments, and we’ll use our best endeavours to identify moisture problems during the survey and installation. We can’t offer a warranty on moisture treatments, though. If you need one, please use a specialist damp company.

A9. Our liability to you

What we never exclude. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that can’t legally be limited. This includes a residential customer’s statutory rights.
Reasonable care. We’ll carry out our work with reasonable care and skill. Some of our work has unavoidable side effects, such as dust from sanding or marks on skirting from edging machines. These are explained in Part C so you know what to expect. Where we say we aren’t responsible for them, that applies only where we’ve taken reasonable care. It doesn’t cover damage caused by our negligence.
Fair remedies for decoration. If we do damage decoration through our negligence, we’ll put right the damaged area (for example filling and touching up a mark). We won’t redecorate a whole wall or room unless that’s genuinely the only reasonable way to repair the damage.
Types of loss. We’re responsible for loss or damage you suffer that’s a foreseeable result of our breaking these terms or failing to use reasonable care. We aren’t responsible for loss that wasn’t foreseeable. For residential customers, we supply for domestic use only and aren’t liable for business losses. Trade customers: we aren’t liable for loss of profit, revenue, business or goodwill, or for any indirect or consequential loss.
Cap. Subject to A9.1, our total liability under any order is limited to the total price paid for that order.
Supply only. Where we supply only, we aren’t liable for floors that are badly or incorrectly laid by someone else, or for any damage or costs caused by that.

A10. Complaints

If something isn’t right, please email info@kite-flooring.com with your order number, what’s wrong and photos where possible.
We’ll acknowledge your complaint within 5 working days and aim to give you a full response within 14 days. We’ll visit and inspect the floor where that’s needed.
Please give us the chance to inspect and put things right before any remedial work is carried out by others.
Disputes with trade customers are dealt with under E6.

A11. General

Events outside our control. We aren’t liable for delays or failures caused by events outside our reasonable control. Examples include war, riot, strikes, lockouts, lockdowns, pandemics, fire, flood, water damage, transport delays, factory breakdowns, or insolvency of our suppliers. We’ll tell you promptly and do what we reasonably can to minimise the delay. If the delay lasts more than 8 weeks, either of us may cancel the affected part of the order, and we’ll refund anything paid for goods or work not delivered.
Insolvency. We may suspend or end a contract immediately if a trade customer becomes insolvent, enters administration or liquidation, or stops trading. All sums owed then become due at once.
Marketing photography. We may photograph or film our work during or after installation and use the images on our website and social channels. We never use your name or address. If you’d rather we didn’t, tell us before your flooring is delivered.
Your data. We use your personal information as set out in our Privacy Policy.
Entire agreement. These terms, our quotation and our order acknowledgement form the whole agreement between us. Any change must be agreed in writing by Kite.
Notices. Written notices may be sent by email to the address on the quotation (ours is info@kite-flooring.com) or by post to our registered office.
Severability. If a court finds any term invalid, the rest of these terms still apply.
Third parties. Only you and we can enforce this contract.
Transfer. You may not transfer your rights under this contract without our written consent.
Law and courts. These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. Residential customers living in Scotland or Northern Ireland may also bring proceedings in their local courts.

Part B: Supply only

Part B applies when we supply the flooring and someone other than Kite’s own team fits it. That includes a fitter we’ve recommended (see C1).

Measurements. We don’t carry out measurements on supply-only orders, and we aren’t responsible for them. Please make sure your fitter checks the quantities, including a suitable allowance for wastage, before you order.
The installer’s responsibility. Your installer is the last line of quality control. They must:

carry out a final inspection of colour, grade, quality, manufacture and finish before fitting;
open several packs and lay boards out in the room to check how they look together;
get your approval of the boards before fitting them;
set aside any defective boards and contact us immediately if the product isn’t acceptable; and
follow the site conditions and installation guidance in A6 and BS 8201:2011.

Once it’s fitted. Once a board has been fitted, its visible appearance is treated as accepted (A5.4). We can’t then offer financial help or take the product back for faults that were visible before fitting. This doesn’t affect hidden defects or a residential customer’s statutory rights.
Fitting quality. We aren’t responsible for the quality of fitting by anyone other than Kite’s own team, or for problems caused by poor installation (A9.6). The 12-month installation warranty doesn’t apply. The 20-year product warranty still applies, provided the floor has been installed and maintained as A6 and the warranty require.
Leftover stock. Unopened, saleable stocked items can be returned under A7.2. Materials are fixed at the quoted price, and any re-orders are charged at current rates.

Part C: Supply and fit, renovation and restoration

C1. Your three fitting options

Option	Who you contract with for fitting	Installation warranty	Terms that apply
1. Full Service (Kite’s own team)	Kite	12 months from Kite	Parts A and C
2. Vetted Fitter Introduction: A fitter recommended by Kite	The fitter, directly	12 months, held by the fitter (not Kite)	Parts A and B for the flooring. The fitter’s own terms for the fitting.
3. Supply Only (your own fitter)	Your fitter, directly	None from Kite	Parts A and B for the flooring

With option 1, Kite is responsible for the work of everyone we send to your site, whether they’re employed by us or self-employed.
With option 2, the fitter is an independent business. We recommend them in good faith, but they aren’t our employee or subcontractor. We don’t warrant their workmanship. Their 12-month fitting warranty is held by the fitter.

C2. Survey and measurements

On supply-and-fit orders, we measure. We’ll carry out a survey, including a full levels survey and a professional moisture test, before your final quotation and, where needed, a final survey before fitting.
Our wastage allowance depends on the board shape and the layout of the rooms. If more product is needed than we allowed, we’ll tell you and may charge for it.

C3. Invoices and payment

Invoice	What it covers	When it’s due
Booking invoice	100% of materials and preparation, plus 60% of the fitting cost	Before we place the order
Installation invoice	Additional subfloor or other works found after the final survey, once you’ve approved them in writing (C5)	Before fitting starts
Completion invoice	The remaining 40% of the fitting cost, plus any other approved extras	Within 7 days of the invoice date

If you’re unhappy with part of the work, you can hold back a reasonable amount, in proportion to the problem, until we’ve put it right. Please pay the rest on time.

C4. Cancelling or postponing fitting

Our fitting teams are booked weeks ahead. If you need to cancel or postpone, please give us at least 14 days’ notice.
If you give less notice and we can’t re-book the team, we may keep up to the 60% fitting deposit. That covers the team’s lost earnings, and we’ll only keep what reflects our actual loss. This is separate from your legal cancellation rights in Part D.

C5. Changes and extra work

Sometimes we only find what’s under the old floor once it’s up. If extra work is needed, we’ll explain why and give you a written price. We won’t carry out the extra work until you’ve approved it in writing (email is fine).
If you ask for changes, we’ll confirm the effect on price and programme before going ahead.
Building sites. Building sites often involve delays, other trades and extra visits. For these jobs we’ll usually include an additional charge in the quotation.

C6. Getting the site ready

The site must be clear, giving our team unobstructed access. Ideally no other trades should be working in the area; if they will be, please tell us in advance.
We may charge extra for removing furniture, appliances, carpets, gripper rods, underlay or anything else that delays fitting.
We aren’t qualified to disconnect gas or permanently wired appliances. Please arrange a qualified tradesperson.
If we need to move plumbed appliances (washing machines, dishwashers, fridges), we’ll take care. We aren’t responsible for leaks from their connections unless caused by our negligence. Please check all moved appliances and services before using them.
Please mark the routes of pipes and cables in the floor (A6.11).

C7. Subfloors, moisture and levelling

We’ll use our best endeavours to identify moisture problems during the survey and fitting. Moisture treatments carry no warranty (A8.6).
Smoothing compound. We apply a smoothing compound by hand to create a surface for bonding. It will improve the level, but a hand-applied compound rarely leaves a subfloor perfectly level. Our aim is, always, to get the subfloor to a position where we can fit floor. Kite doesn’t guarantee a level subfloor.

C8. Asbestos and hazardous materials

Older properties often contain asbestos, for example in old vinyl or thermoplastic tiles and black bitumen adhesive. If you know or suspect this, please tell us before we quote. If we find, or suspect, asbestos or other hazardous materials, we’ll stop work in that area. You’ll need to arrange testing and any removal by a licensed specialist at your cost. Any resulting delay is dealt with under C13.

C9. Flats, leases and sound insulation

Check your lease first. Many leases restrict hard floors or require a specific level of sound insulation. Before you order, it’s your responsibility to:

check your lease;
get any consent needed from your freeholder or managing agent; and
confirm the acoustic specification required.

We don’t design acoustic solutions. If you need a floor to meet a sound insulation standard, the specification must come from your architect or acoustic engineer. We’ll supply and fit the specified underlay and build-up. We don’t guarantee that the finished floor will meet any acoustic standard.
Neighbours below. In upper-floor properties, fitting (and especially sanding) causes vibration, knocking and banging that may cause damage below. We’ll take care, but repairs to neighbouring properties are the customer’s responsibility unless caused by our negligence.

C10. Skirting boards, expansion gaps and decoration

Expansion gaps. Every floor needs an expansion gap around the edge, typically 8mm (A6.10). It’s hidden under skirting boards or beading.
Removing and refitting skirting. We can remove and refit skirting boards, but taking skirting off almost always damages the wall behind it. Old skirting can be brittle, bowed or nailed into uneven walls, which makes it hard to refit neatly. After refitting, expect gaps above, to the side of and below the skirting where walls and floors aren’t straight. These need filling and painting by your decorator. Decorating costs aren’t included in our price, and we don’t cover them.
Fitting after decoration. If we fit after decorating or the electrical final fix, we’ll use our best endeavours not to damage walls and finishes. Small scrapes and drops of compound can still happen, and they’re a normal part of the work. If we damage decoration through negligence, we’ll put right the damaged area under A9.3. We won’t redecorate whole rooms for minor marks.
Heat guns and edging machines. These can mark surrounding surfaces such as skirting and door frames. We’ll take care. Minor marks are an expected part of this work, and we won’t be responsible for redecoration unless caused by our negligence.

C11. Sanding, staining and restoration

It’s impossible to use sanding and staining machines without some marks to skirting, walls, doors and edges. We’ll take care, but expect some touching up afterwards. The cost of this isn’t included.
Sanding is dusty. We use industrial dust extraction and dust sheets, but it’s impossible to contain all the dust. Please remove or cover curtains, soft furnishings and paintings.
Staining can mark skirting and walls, and overlap marks can be visible (see A5.5). These will usually need touching up once we’re finished.

C12. Protecting the floor if other trades follow

If your floor is fitted before decorating or other work, it must be protected with building paper and Correx, taped down. Anything moved across the floor needs protecting too. Once we’ve handed over, protecting the floor is your responsibility.

C13. Delays and site conditions on the day

We’ll use our best endeavours to stick to the programme, but we can’t accept liability for costs caused by delays. Please build a contingency buffer into your project.
If our team arrives and can’t work because the site isn’t ready, we may charge for lost time. Examples include wet trades not finished, heating not on, no access, or asbestos found. Our current rate is £470 + VAT per day for a two-person team.

C14. Wastage and leftover product

We’ll order enough to cover the job plus a sensible wastage allowance (C2.2).
Leftover product on supply-and-fit jobs can’t be refunded. We’ll collect it after fitting, unless you ask us in advance to leave some for future repairs (which we recommend).

C15. Access, parking and working hours

Please tell us before we quote about parking restrictions, permits, lifts, building management rules, restricted working hours or anything else that affects access. London costs such as parking permits, suspended bays, the Congestion Charge and ULEZ aren’t always predictable. Additional charges may be due where access, parking or working-hour restrictions add cost or time.

C16. Completion, snagging and aftercare

Handover. At the end of the job, we’ll walk the floor with you, or a representative, where possible.
Snagging. Please tell us about any snags in writing within 7 days of completion, with photos where possible, and we’ll put genuine snags right promptly. This window is for finishing touches. It doesn’t limit our 12-month installation warranty or your statutory rights.
Aftercare. We’ll give you the drying times for your finish. As a guide: light foot traffic after 24 hours, furniture (with felt pads) after 48 hours, and rugs after 14 days. Keep humidity and temperature within A6 and follow our maintenance guidance. It’s a condition of the warranty.

C17. Removing old flooring and waste

Removing and disposing of old flooring and packaging is available at a charge, shown on your quotation.
Because of waste-carrier licensing, we aim to remove waste within 3 working days after completion. If that’s a problem (for example with limited storage space or building management rules), please tell us before completion. Further charges may then be due.

Part D: Your right to cancel (residential customers)

D1. When you can cancel

Under the Consumer Contracts Regulations 2013, you can cancel without giving a reason if you agreed the contract with us at a distance (by email, phone or online), or away from our showroom (for example at your home after a survey). This right doesn’t apply to contracts agreed face to face in our showroom.

D2. How long you have

What you’ve ordered	Your cancellation period ends
Flooring only	14 days after the day the goods are delivered to you
Flooring with fitting	14 days after the day the flooring is delivered to you
Services only (e.g. sanding, restoration)	14 days after the day the contract is agreed
Bespoke, made-to-order or special order items	No right to cancel, because they’re made or bought to your specification

D3. If you want work to start sooner

If you’d like us to start fitting or other work inside your cancellation period, you need to ask us in writing. If you then cancel, you’ll pay for the work done up to the point you tell us you’re cancelling, in proportion to the whole job.

D4. How to cancel

Tell us clearly in writing, by emailing info@kite-flooring.com or by post to our registered office. You can use the model form below, but you don’t have to. You just need to send your notice before the cancellation period ends.

D5. Returns and refunds

Return the goods, or let us collect them, within 14 days of telling us you’re cancelling. You pay the cost of returning them. If we collect, we’ll deduct our collection cost.
We’ll refund what you’ve paid, including standard delivery costs, within 14 days of receiving the goods back or proof you’ve returned them. If we haven’t delivered yet, we’ll refund within 14 days of your cancellation. Refunds go back by the same payment method.
The 30% restock fee doesn’t apply when you cancel under this Part. We can only deduct for any reduction in value caused by handling the goods more than you needed to check them. Fitted boards count as more than necessary handling.
Your statutory rights for faulty or misdescribed goods are separate, and they aren’t affected by this Part.

Model cancellation form

(Complete and return this form only if you wish to cancel the contract.)

To: Kite Designs Ltd t/a Kite Flooring, [registered office address], info@kite-flooring.com

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods / for the supply of the following service:

Ordered on / received on:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

Part E: Trade customers

Part E applies to trade customers and overrides Parts A–C where they conflict. Parts D and the residential-only protections don’t apply.

E1. Payment. We don’t offer trade credit accounts. Payment is due as set out in A3.4 and C3. Time for payment is of the essence.
E2. Supply-and-fit payment (Construction Act). Supply-and-fit work for trade customers is a construction contract under the Housing Grants, Construction and Regeneration Act 1996, as amended. Unless the order says otherwise:

we’ll invoice at the stages in C3, and each invoice is our payment notice for the sum due;
the final date for payment is 7 days after the invoice (booking and installation invoices: before we order or start);
if you intend to pay less than the invoiced sum, you must send a pay less notice at least 3 days before the final date for payment, setting out the sum you consider due and how it’s calculated;
“pay when paid” provisions don’t apply to our payments;
if a sum isn’t paid by the final date, we may suspend work after giving 7 days’ written notice. We’re entitled to a reasonable extension of time and our reasonable costs of suspending and restarting.

E3. Late payment. We may charge interest and fixed compensation under the Late Payment of Commercial Debts (Interest) Act 1998: currently 8% a year above the Bank of England base rate, plus £40–£100 per invoice depending on its value, and our reasonable recovery costs.
E4. Retentions. We don’t accept retentions unless agreed in writing on our order acknowledgement. Any agreed retention is released in full within 12 months of completion of our works, and isn’t dependent on completion of the wider project.
E5. Contract terms. These terms apply in place of any terms on your purchase order, subcontract or other documents, unless we’ve agreed in writing to work under them.
E6. Disputes. We’ll first try to resolve any dispute through a meeting between senior representatives within 14 days. Either of us may then propose mediation through CEDR. Both parties keep their statutory right to refer a dispute on a construction contract to adjudication at any time.
E7. Claims and liability. Claims for shortages, visible damage or non-conformity not made within 7 days of delivery are waived (A8.1). Our liability is limited as set out in A9.4 and A9.5. Removal and reinstallation costs, and third-party costs (storage, labour, relocation, cleaning, decorating), are excluded unless caused by our negligence in fitting.

For more information on any of our terms and conditions, please email info@kite-flooring.com