These Terms and Conditions apply to all orders, whether placed online, by telephone, in writing or in person.
This website is operated under the style of underlay.online by AirLuxe Ltd (hereinafter referred to as ‘the company’) and is aimed primarily at a UK Mainland (excluding Northern Ireland) b2b audience. We deliver throughout Mainland UK to England, Scotland and Wales plus Isle of Wight. If you require delivery outside of these areas, please contact us in the first instance before placing an order.
When placing an order for Carpets, Vinyls or other types of floorcoverings, we strongly recommend that you add at least 10cm to both length and width of your measured sizes, to allow for manufacturing tolerances and to ensure a good fit. An exact colour match can not be guaranteed when ordering different widths of material or when ordering at different times. Samples supplied by us are only representative of shade, colour and texture, and an exact match can not be guaranteed as your floorcovering will be supplied from stock which is current at the time of ordering. Illustrations are for guidance only, please bear in mind that screen resolutions and settings vary between devices, meaning that colours shown on your screen may not be an accurate representation and we do therefore recommend checking colours against a sample.
Please note that all carpets are subject to dye batch variation, therefore carpets ordered on two separate occasions may not be a perfect match. There may also be a dye batch variation between representative samples submitted and a carpet subsequently supplied. Colours of certain underlays and their chain pattern or backing may vary from batch to batch. Some products may be sold under more than one name and occasionally wrappers will display one of the alternative names, but the contents of the wrappers will be as per our listed specification. In the rare event that we are out of stock of a particular product, we will not send a substitute without your approval either written or verbal. If we are unable to supply part of an order due to stock delays or issues, we may despatch those items which are in stock, with the remainder to follow, or alternatively, provide a refund in respect of items that are unavailable.
When ordering more than one piece of carpet from the same width you are asked to inform us at the time of ordering if the carpets are required to be shade matched from the same production batch. It is not possible to shade match different widths of carpet. Carpets of the same type and colour, but ordered on separate occasions can not be guaranteed to shade match. It is the sole responsibility of the purchaser to ensure that measurements and quantities ordered are fit for the purpose intended and the company can take no responsibility for errors by the purchaser. The buyer will indemnify the company against any loss arising from any incorrect, misleading or false information provided by the buyer, whether by negligence or by wilful intent. All goods are offered subject to usual b2b trading terms and conditions. When ordering a product shown on this site, or otherwise offered, you are explicitly confirming eligibility to purchase. We do not solicit, nor enter into, consumer contracts.
We reserve the right to reject any order placed, for whatever reason and at any time prior to delivery, should we feel it to be necessary or prudent. Any monies paid will be refunded without undue delay should we reject any order.
All products offered on this site are subject to manufacturing tolerances. Measurements for surface floorcovering materials such as carpet and vinyl are subject to a manufacturing tolerance of +/- 1.25% in respect of width and length. Products such as underlay are offered subject to a manufacturing tolerance of +/- 1.25% in respect of width and length, the tolerance on thicknesses being +/- 10%. These tolerances apply to items offered for sale as perfect or first quality product only. These tolerances do not apply to items offered as graded products whereby variations may be greater than normal tolerances. When purchasing roll quantities these will normally, subject to availability, be sent as whole roll items although occasionally it may be necessary to fulfil an order for roll quantity in more than one piece. When ordering by the square metre, the quantity will be sent according both to manufacturers maximum roll size and/or available stock.
Goods are supplied on the understanding that they will be examined before being cut and installed, as we will not accept for return, any goods displaying visual defects which reasonably should be expected to be obvious before cutting and installation. We will not accept liability in respect of any expenses incurred by way of installing products which you later claim to have defects. We will not accept liability in respect of any third party who fails to discharge their duties for any reason whatsoever.
SHIPPING & DELIVERY
Delivery times quoted are approximate and are subject to prevailing circumstances. We do not accept responsibility for any delay in delivery caused by circumstances outside of our control, such as, but not limited to, mechanical breakdown, road closures, adverse weather conditions, delivery company errors or oversight. We do not accept liability for expenses incurred with third party organisations or individuals and therefore strongly recommend that you do not arrange for installation of products until those products are in your possession.
When you order products from the company, we make only a one off delivery charge for the first item, additional items are carriage free when ordered at the same time. This is referred to as the ‘nominal delivery charge’ and is often less than the ‘actual delivery cost’ of getting the goods to you, so is often the equivalent of a substantial discount. Delivery services are operated by third party carriers who will require a signature confirming that goods have been delivered in good condition, it is therefore essential that you examine goods for damage prior to accepting delivery, as the carriers will not consider complaints regarding transit damage afterwards. If you request us to leave goods without a signature, these will be deemed as arriving in good condition and no claims will be entertained for loss or damage.
Many goods are despatched by us on a 'next working day delivery' basis, but allowance should be made for the eventuality that the carrier is unable to deliver on the anticipated day, due to unforeseen circumstances such as weather conditions, road closures, etc. It is the responsibility of the purchaser to ensure that sufficient arrangements have been made to accept delivery of the goods. The company will not be responsible for any consequential loss or damage when this requirement has not been met. Any re-delivery costs incurred will be charged to the purchaser when sufficient arrangements have not been made to accept the delivery.
Please note that most carriers operate a doorstep delivery service, which in the instance of tenement blocks, tower blocks or similar with shared access, means the doorstep entrance to the building rather than individual flats or apartments. Any insured liability with the carrier ceases at the doorstep and no responsibility will exist with ourselves or the carrier for any damage to goods or property past that point, howsoever caused.
CANCELLATION & RETURNS
We do not accept cancellations once goods have either been cut or despatched. We may in some instances allow you to return the goods if you have changed your mind or have over-ordered, subject to certain criteria, as detailed below.
The products we sell fall in to one of two categories, either ‘Off The Shelf’ or ‘Bespoke’
‘Off The Shelf’ items are those that have not been cut, altered or modified to satisfy your order, these may be considered for return in the event that you have changed your mind or have over-ordered. Examples of ‘Off The Shelf’ items are full rolls of underlay, full boxes of gripper, full rolls of tape, etc.
‘Off The Shelf’ items may be considered for return within 7 days of delivery and should be returned to us within a further 7 days if a returns authorisation number is issued by the company, in which event a handling charge of 25% will be deducted from any refund, subject to a minimum charge of £50.00 in addition to any carriage and freight charges for which you are liable. You are required to contact the company in writing to obtain a ‘returns authorisation’ as no refunds will be processed without this. The purchaser is responsible for return carriage costs if the goods have already left our premises, the cost of returning an item will vary from product to product and a quote should be obtained from a parcels or freight carrier. Returned items should be in unused, undamaged and re-saleable condition. Items that have been returned that are not in a condition that would be regarded as reasonable, such as items that have been poorly handled or otherwise abused, will have an appropriate deduction made from any refund due, or may be refused and returned to you via the carrier you have used. The ‘actual delivery cost’ of sending the items to you will be deducted from any refund. Clearance and graded items will not be accepted for return.
Bespoke items, such as carpets, vinyls, matting and part rolls of underlay that have either been ordered in from our supplier or cut from our own stock to fulfil a specific requirement in terms of colour and size, will not be considered for cancellation under any circumstances. No refund or credit will be considered in respect of goods which have been cut, tailored, altered or manufactured in accordance with a purchasers order or instructions, nor for special order goods procured by the seller to fulfil a purchasers requirements. Some carpet and floorcovering products shown on this site may be displayed with example sizes and prices which can be selected from a drop down menu. These are not pre-cut sizes. Once an order is placed, the carpet or floorcovering is then cut from the roll and tailored to meet that specific order, this is therefore regarded as a bespoke order.
If you refuse to accept delivery because you have changed your mind or have made a mistake, you will be responsible for the ‘actual delivery cost’ of the outbound element of the carrier charge, together with the ’return delivery cost’ of the goods being returned to us by the carrier, in addition to any relevant cancellation and re-stocking charges as detailed. When placing your order you will have paid a 'nominal' delivery charge which is often substantially less than the 'actual' delivery cost charged by the carriers and in the event that you refuse or cancel your order after despatch, you will be liable for the 'actual' delivery cost in addition to the return carriage costs. It is the responsibility of the purchaser to ensure that the goods are returned to us and in a saleable condition, commensurate with the condition in which the goods were originally dispatched.
Refunds are usually made within 14 days from the date on which returns are received at our premises.
Modern methods of production, scanning and inspection mean that it is unlikely that you will receive a product that has any kind of manufacturing defect, although it is impossible to give 100% assurance. In the unlikely event that you feel a defect is present in goods you have taken delivery of, we require written advice of this, together with photographic evidence in all instances. Such photographic evidence is essential in determining the extent and possible cause of any defect and no complaint can be progressed without photographic evidence. Once a complaint has been actioned, you will be issued with a reference number. Please note that we will not accept liability for defects which have been caused after delivery, by negligent or wilful actions of the purchaser. their agents, or any person working on behalf of the purchaser or their agents. Complaints that are raised to gain financial benefit and which are proven to be not genuine, will be treated as attempted fraud and appropriate action taken.
All complaints are dealt with in writing, either by email or by post, as this gives a complete and accurate record of all communications. We do not deal with complaints by telephone.
Some products may be offered in the general market place under more than one brand name, there may therefore occasionally be a variation of identification shown on wrapping materials, but the product delivered will be otherwise as per specification. All product information is to the best of our knowledge correct at the time of publication, however allowances should be made for specification changes made to any product by the manufacturer. References to underlay density is based on a system pioneered in the early 2000s to provide a distinction between the core density of respective products, these densities include medium, standard, high, very high, ultra high and premium, such reference is provided as a guide only and may vary from other companies who have subsequenty developed their own and sometimes simplified grading systems.
The company, employees, directors and associated companies accept no liability for loss or injury arising from the use of any information contained within this web site. All copyright, design rights and other intellectual property rights in our designs and products (and in the images, text and design of our websites) are and will remain the property of the company and / or the copyright holder if a third party. Any infringement of these rights will be pursued vigorously.
From time to time, certain terms and conditions may be reviewed and updated, but not necessarily listed on this site. Please e-mail for any amendments. All orders placed with the company by whatever means are subject to these terms and conditions and the placing of any order explicitly implies acceptance of our terms and conditions.
No information contained within these terms and conditions is intended to affect any statutory rights of the purchaser wherein normal b2b laws and regulations apply.
In the event of any errors or omissions from our terms of trading, it will be deemed that normal business to business terms and practises apply.