Please check that the goods you received are the ones you ordered. Check they are for the correct colour, size, and options selected, and that they are examined for apparent faults or damage at the time of delivery and before installation. If on inspection you have any doubts please contact the store as soon as reasonably possible.
All goods must be fully paid for before installation, delivery or collection can be made. If you are arranging for the installation via your own 3rd party fitting partner, please ensure sufficient time is allowed for both the inspection of the goods to take place as well as any acclimatisation needs as per the manufacturer’s instructions.
In all cases genuine complaints will be dealt with in good faith, but your rights may be adversely affected if you do not contact us as soon as possible. All delivery and fitting dates are estimates and are given in good faith. Exact arrival and completion times cannot be guaranteed due to the nature of the work.
Where carpets are to be fitted in the hall and stairs an additional fee is made to reflect the additional fitting work involved in these areas. These charges may be payable to the company or the contractor and are shown on your sales confirmation or invoice. The fees quoted are for the goods shown on the order only.
Fitters undertake to carry out their work with reasonable skill and care, but on rare occasions home décor may be marked or scuffed during the fitting process. New paintwork and wallpaper are especially vulnerable and should be allowed to dry fully. A minimum of 72 hours is recommended and when high gloss paint has been used, please allow 7 days. Neither we nor any fitter undertakes to carry out any redecoration, except where damage has been caused by that person’s negligence. It is the responsibility of the customer to make the fitter aware of any known hazards or issues which may affect their ability to complete the installation of the day before Fitters leave .
Doors, kitchen kickboards and plinths may need to be trimmed to allow sufficient clearance. This is not considered to be part of the fitting work unless this was specifically agreed in advance. Fitters may need to remove doors to facilitate fitting and where necessary, leave them ready for you or your appointed carpenter to carry out the trimming and rehanging at a later date. Some doors, such as fire doors, may not be suitable for modification or need to be carried out by a door easing specialist.
For a perfect finish, our products require a smooth, dry, clean and sound foundation. Our home consultant or estimator will not be able to ascertain if your subfloor requires extra preparatory work if your existing flooring is in situ at the time of the inspection. If we are arranging the installation of your flooring, our home consultant, estimator or the fitting partner may advise that some remedial work is needed such as smoothing compound or ply boarding before your new floor can be fitted. These additional costs are to be met by the customer. This may delay the original installation of your flooring whilst this work is undertaken. Uneven floorboards and surfaces, if left uncorrected by the customer, can affect the appearance of your new flooring.
In the majority of cases, our fitting partners will be able to assist to resolve the issue, but a fee may apply. It may, on the rare occasion, be necessary to involve the services of a specialist contractor. A quote which estimates the cost of subfloor preparation is provided within the installation service, however the subfloor may not be visible at the quotation stage. If, upon inspection by the fitter, more work is required and this is needed to ensure the flooring can be laid to the manufacturer’s specification and this is declined by the customer, the fitter will leave the flooring in the customer’s home. If the fitting service cannot be completed due to the works needed to correct subfloor issues, the customer is free to obtain quotations from other fitting contractors to install the flooring at their own risk. The contract with Impressive Works Ltd is deemed to have been concluded upon acceptance of the flooring and will be considered ‘supply only’.