Terms of service
LVT OUTLET — TERMS AND CONDITIONS OF SALE AND WEBSITE USE
Last updated: 17 June 2026
1. WHO WE ARE
These terms and conditions (“Terms”) apply to your use of www.lvtoutlet.co.uk and to orders placed through the website.
The website and LVT Outlet business are operated by Elba Flooring Limited, trading as LVT Outlet (“LVT Outlet”, “we”, “us” or “our”).
Company name: Elba Flooring Limited
Trading name: LVT Outlet
Company number: 17127061
Registered in: England and Wales
Registered office: 13a Bratton Road, Westbury, Wiltshire, BA13 3EP
VAT number: 517 3137 08
Email: sales@lvtoutlet.co.uk
Telephone: 07356 284270
2. ABOUT THESE TERMS
2.1 These Terms apply to use of our website and to contracts for products purchased from us.
2.2 Please read these Terms before placing an order. By placing an order, you agree to be bound by these Terms and by the policies referred to in them.
2.3 Our Privacy Policy is available at:
https://www.lvtoutlet.co.uk/policies/privacy-policy
2.4 Our Returns Policy is available at:
https://www.lvtoutlet.co.uk/policies/refund-policy
2.5 Our Delivery Information is available at:
https://www.lvtoutlet.co.uk/pages/lvt-flooring-delivery-information
2.6 Nothing in these Terms affects any legal rights that cannot lawfully be excluded or restricted.
2.7 Some provisions apply differently depending on whether you are a Consumer or a Business Customer:
(a) a “Consumer” is an individual buying mainly for personal use and not mainly for purposes connected with a trade, business, craft or profession; and
(b) a “Business Customer” is any person buying wholly or mainly for business purposes.
3. USING OUR WEBSITE
3.1 You may use our website only for lawful purposes.
3.2 You must not:
(a) misuse the website, introduce viruses or other malicious material;
(b) attempt to gain unauthorised access to the website, its server or connected systems;
(c) interfere with the security or operation of the website;
(d) use the website fraudulently or provide false or misleading information; or
(e) copy, scrape, reproduce or commercially exploit website content without our written permission, except where permitted by law.
3.3 We may suspend or restrict access where reasonably necessary to protect the website, our customers or our business.
3.4 We do not guarantee that the website will always be available or free from errors, but this does not affect your rights in relation to products ordered from us.
4. YOUR DETAILS AND ACCOUNT
4.1 You must provide complete, accurate and current information when placing an order.
4.2 You are responsible for keeping any account login details confidential and for activity carried out through your account, unless the activity results from our failure to keep the website secure.
4.3 You must notify us promptly if you believe your account or payment information has been used without permission.
5. PRODUCTS, IMAGES, SAMPLES AND COLOUR VARIATION
5.1 We take reasonable care to ensure that product descriptions, specifications and prices are accurate.
5.2 Lifestyle room images are provided to illustrate how a product may look in an interior. Screen settings, lighting, photography and image rendering may affect the appearance of colours and textures.
5.3 Flooring may contain natural-looking pattern variation. There may also be reasonable shade, tone or pattern variation between production batches. We recommend ordering the full quantity required for a project in one order and checking the batch information on delivery.
5.4 Free or paid samples are intended to help with colour and texture selection. A sample may not display every pattern variation present across full planks or an entire floor.
5.5 Product dimensions and pack coverage are stated on the relevant product page. Minor manufacturing tolerances may apply.
5.6 Product warranties, where offered, are subject to the separate written warranty conditions supplied or made available with the product. Any such warranty is in addition to, and does not replace, a Consumer’s statutory rights.
6. MEASURING, QUANTITIES AND PRODUCT SUITABILITY
6.1 Unless we have expressly agreed in writing to provide a measurement or design service, you are responsible for:
(a) checking room measurements;
(b) calculating the quantity required;
(c) allowing an appropriate amount for cuts, wastage and future repairs; and
(d) confirming that the product is suitable for the intended location and use.
6.2 Any online calculator, coverage estimate or guidance is an estimate only and should be checked before ordering.
6.3 You should review the product specification and installation instructions, including requirements relating to subfloor preparation, moisture, expansion gaps, underfloor heating and acclimatisation.
6.4 Where you are unsure about suitability or installation, you should obtain advice from a competent flooring installer before ordering or fitting the product.
7. PLACING AN ORDER AND CONTRACT FORMATION
7.1 Your order is an offer to buy products from us.
7.2 After you place an order, we will normally send an automated order acknowledgement. This confirms that we have received your order but does not mean that we have accepted it.
7.3 A binding contract is formed when we send you confirmation that the order has been accepted or dispatched, whichever occurs first.
7.4 We may refuse or cancel an order before acceptance where, for example:
(a) a product is unavailable;
(b) payment cannot be authorised;
(c) delivery is not available to the address provided;
(d) we reasonably suspect fraud or misuse;
(e) you do not meet an applicable eligibility requirement; or
(f) there is an obvious error in the price, description or availability.
7.5 If we cancel an order after taking payment, we will refund the amount paid for the cancelled products and any associated delivery charge.
7.6 Please check the order acknowledgement and tell us promptly if any details are incorrect.
8. PRICES, VAT AND PAYMENT
8.1 Prices shown to Consumers include VAT at the applicable rate unless clearly stated otherwise.
8.2 Prices quoted specifically to Business Customers may be shown excluding VAT where this is clearly stated. VAT will then be added at the applicable rate.
8.3 Delivery charges and any other mandatory charges will be displayed before you complete checkout.
8.4 Prices and promotions may change, but changes will not affect an order that we have already accepted.
8.5 If a price displayed on the website is clearly incorrect, we are not required to supply the product at that price. We will contact you and give you the option to proceed at the correct price or cancel for a full refund.
8.6 Payment must be made using one of the methods offered at checkout. You confirm that you are authorised to use the selected payment method.
8.7 We may carry out payment, identity and fraud-prevention checks before accepting an order.
9. DELIVERY
9.1 Available delivery services, estimated times and charges are set out at checkout and in our Delivery Information.
9.2 Delivery dates are estimates unless we expressly agree a guaranteed date in writing.
9.3 If you are a Consumer, we will deliver without undue delay and, unless another period has been agreed, no later than 30 days after the contract is formed.
9.4 We are responsible for the products until they are delivered into the physical possession of:
(a) you; or
(b) a person identified by you to take possession of them.
This does not apply where you independently appoint a carrier that we did not offer as a delivery option.
9.5 Flooring deliveries may be heavy, palletised and made to the kerbside or nearest safe accessible point, as described in the delivery service selected at checkout. You are responsible for checking that:
(a) the delivery address and contact number are correct;
(b) suitable access is available for the delivery vehicle;
(c) any access restrictions are disclosed before dispatch; and
(d) a responsible person is available to accept and move the goods safely.
9.6 Delivery drivers may not be able to carry flooring inside a property. You should arrange sufficient help to move the goods from the delivery point.
9.7 If delivery cannot be completed because of inaccurate information, undisclosed access restrictions or nobody being available, we may charge the reasonable redelivery, return or storage costs that we actually incur.
9.8 Please inspect the delivery as soon as reasonably possible. Where packaging or products appear damaged, note this with the driver where possible, take photographs and contact us promptly. A failure to report damage immediately does not remove any statutory rights.
9.9 We are not responsible for delay caused by events outside our reasonable control. If a material delay occurs, we will contact you as soon as reasonably possible. Consumer rights relating to late delivery remain unaffected.
9.10 Do not book an installer or begin preparatory work that depends on the goods arriving until the complete order has been delivered and checked. We are not responsible for avoidable costs caused by booking installation before delivery, except where the law requires otherwise.
10. CHECKING PRODUCTS BEFORE INSTALLATION
10.1 Before installation, check:
(a) the product name, colour, dimensions and quantity;
(b) that packs are from a suitable batch;
(c) the condition of the boards and locking profiles; and
(d) that the product matches the order.
10.2 Do not install products with an obvious defect or products that are clearly not what you ordered. Stop work and contact us with photographs and the relevant batch and order information.
10.3 Installing visibly damaged, incorrect or obviously defective material may affect whether installation or removal costs could reasonably have been avoided. Nothing in this section limits a Consumer’s statutory rights.
10.4 Installation must follow the current manufacturer or product instructions. Failure caused by incorrect fitting, unsuitable subfloors, excess moisture, inadequate expansion gaps, improper acclimatisation or use outside the stated specification may not be covered by a product warranty.
11. CONSUMER CANCELLATION RIGHTS
11.1 This section applies only to Consumers buying online or by another distance-selling method.
11.2 You normally have the right to cancel the contract without giving a reason from the date the contract is formed until 14 days after:
(a) you, or a person nominated by you, receives the goods; or
(b) where one order is delivered in separate parts on different days, the day the final part is received.
11.3 To cancel, you must tell us clearly before the cancellation period expires. You may contact us by email at sales@lvtoutlet.co.uk or use the model cancellation form at the end of these Terms. You do not have to use the form.
11.4 You must return or hand the goods back without undue delay and no later than 14 days after telling us that you are cancelling.
11.5 Unless the goods are faulty, damaged, misdescribed or we agree otherwise, you are responsible for arranging and paying the direct cost of returning them. Flooring is heavy and is not normally suitable for return by ordinary post, so return transport may be expensive.
11.6 You must take reasonable care of the goods. We may reduce the refund to reflect any reduction in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods.
11.7 We will refund:
(a) the price paid for the returned goods; and
(b) the cost of our least expensive standard delivery option, where you paid an outbound delivery charge.
We do not have to refund any additional amount paid for an enhanced or premium delivery service.
11.8 We will make the refund using the original payment method unless you expressly agree otherwise. We may withhold the refund until we receive the goods back or you provide evidence that they have been sent back, whichever occurs first.
11.9 The refund will be made without undue delay and no later than 14 days after the applicable event described in clause 11.8.
11.10 The statutory right to cancel may not apply to goods that are made to your specifications or clearly personalised. Standard stocked flooring is not treated as personalised merely because you selected a standard colour or quantity.
12. VOLUNTARY 30-DAY RETURNS POLICY
12.1 In addition to statutory rights, we offer a voluntary 30-day change-of-mind returns policy for eligible unopened, unused and resaleable full boxes, subject to the conditions in our Returns Policy.
12.2 The voluntary policy does not limit or replace rights relating to faulty, damaged or misdescribed products or the statutory cancellation rights in section 11.
13. FAULTY, DAMAGED OR MISDESCRIBED GOODS
13.1 We are under a legal duty to supply goods that conform to the contract.
13.2 For Consumers, products must be as described, of satisfactory quality and fit for any particular purpose made known to us where you reasonably relied on our skill or judgment.
13.3 If you believe goods are faulty, damaged or misdescribed, stop using or installing them where reasonably possible and contact us promptly at sales@lvtoutlet.co.uk with:
(a) your order number;
(b) a description of the issue;
(c) photographs or video where helpful; and
(d) the batch number and quantity affected, where available.
13.4 We may reasonably ask to inspect the goods, request further evidence or arrange collection.
13.5 Remedies will be provided in accordance with applicable law. Nothing in these Terms restricts a Consumer’s rights to reject, repair, replacement, price reduction or refund where those rights apply.
14. ORDER CHANGES AND CANCELLATION BEFORE DISPATCH
14.1 Contact us as soon as possible if you need to amend or cancel an order.
14.2 We will try to accommodate requests made before dispatch, but we cannot guarantee that an order can be changed once processing or dispatch has begun.
14.3 Consumer statutory cancellation rights under section 11 remain unaffected.
15. TITLE TO PRODUCTS
15.1 For Consumers, ownership of the products passes to you when we have received payment in full and the products have been delivered.
15.2 For Business Customers, title to the products does not pass until we have received cleared payment in full for those products and all other sums due to us.
16. BUSINESS CUSTOMERS
16.1 This section applies only where you are a Business Customer.
16.2 By placing a business order, you confirm that you have authority to bind the business on whose behalf the order is placed.
16.3 Consumer cancellation rights do not apply to Business Customers. Business returns are accepted only where required by law or agreed by us in writing.
16.4 Delivery dates are estimates and time is not of the essence unless we expressly agree otherwise in writing.
16.5 You must inspect goods promptly after delivery and notify us:
(a) of visible shortage, damage or incorrect goods as soon as reasonably possible and preferably within two working days; and
(b) of a latent defect promptly after it is discovered.
Failure to notify us within those preferred periods does not exclude a valid claim that could not reasonably have been identified sooner.
16.6 You are responsible for confirming product suitability, quantities, site conditions and installation requirements.
16.7 Subject to clause 16.9, we will not be liable to a Business Customer for:
(a) loss of profit, revenue, business, contracts, anticipated savings, goodwill or opportunity;
(b) indirect or consequential loss; or
(c) installation, uplift or labour costs that were reasonably avoidable because an apparent defect, shortage or incorrect product should have been identified before installation.
16.8 Subject to clause 16.9, our total liability to a Business Customer arising out of or in connection with an order will not exceed the total price paid or payable for the products giving rise to the claim.
16.9 Nothing in these Terms excludes or limits liability for:
(a) death or personal injury caused by negligence;
(b) fraud or fraudulent misrepresentation;
(c) breach of obligations relating to title;
(d) any liability that cannot lawfully be excluded or restricted; or
(e) any other liability to the extent that an exclusion or limitation would fail the legal requirement of reasonableness.
17. INTELLECTUAL PROPERTY
17.1 The website and its content, including text, graphics, logos, photographs, video, product names, design and layout, are owned by or licensed to us and are protected by applicable intellectual property laws.
17.2 You may view and print reasonable extracts for personal use or internal business purchasing purposes.
17.3 You must not reproduce, modify, distribute, republish, sell or commercially exploit our content without prior written permission, except where permitted by law.
17.4 Shopify and other third-party names and marks belong to their respective owners.
18. REVIEWS, PHOTOGRAPHS AND OTHER SUBMISSIONS
18.1 Where you submit a review, photograph or other content to us, you confirm that:
(a) it is accurate and based on genuine experience;
(b) you own it or have permission to submit it;
(c) it does not infringe another person’s rights;
(d) it is not unlawful, defamatory, abusive or misleading; and
(e) any incentive or commercial relationship connected with it has been disclosed.
18.2 You grant us a non-exclusive, worldwide, royalty-free licence to use, reproduce and display the submitted content for operating and promoting our business.
18.3 We may moderate or remove submitted content where reasonably necessary, but we are not obliged to publish it.
19. THIRD-PARTY SERVICES AND LINKS
19.1 Our website may contain links to third-party websites or use third-party services, including payment and ecommerce technology.
19.2 We are not responsible for third-party websites that we do not control. You should review their terms and privacy information before using them.
19.3 Our store is hosted using Shopify technology, but contracts for products purchased from LVT Outlet are between you and Elba Flooring Limited, not Shopify.
20. PRIVACY
20.1 We process personal information in accordance with our Privacy Policy:
https://www.lvtoutlet.co.uk/policies/privacy-policy
20.2 Payment providers, delivery companies, Shopify and other service providers may process information where necessary to process orders, take payment, prevent fraud and provide the website and related services.
21. LIABILITY TO CONSUMERS
21.1 We are responsible for losses that are a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.
21.2 We are not responsible for losses that were not foreseeable, losses caused by information or instructions supplied by you, or business losses suffered by a Consumer.
21.3 We do not exclude or limit liability for:
(a) death or personal injury caused by negligence;
(b) fraud or fraudulent misrepresentation;
(c) breach of statutory rights relating to products;
(d) defective products under applicable product liability law; or
(e) any other liability that cannot lawfully be excluded or limited.
22. EVENTS OUTSIDE OUR CONTROL
22.1 We are not responsible for delay or failure caused by an event outside our reasonable control, such as severe weather, transport disruption, industrial action, fire, flood, epidemic, failure of utilities or telecommunications, or acts of government.
22.2 We will take reasonable steps to reduce the effect of the event and will contact you where it materially affects an accepted order.
22.3 If there is a substantial delay, Consumers may have a right to cancel and receive a refund for products not supplied.
23. COMPLAINTS
23.1 Please send complaints to:
Email: sales@lvtoutlet.co.uk
Telephone: 07356 284270
Post: LVT Outlet, Elba Flooring Limited, 13a Bratton Road, Westbury, Wiltshire, BA13 3EP
23.2 Please include your order number and enough information for us to investigate. We will try to resolve complaints promptly and fairly.
24. CHANGES TO THESE TERMS
24.1 We may update these Terms from time to time by publishing a revised version on the website.
24.2 The Terms in force when an order is placed will apply to that order unless a change is required by law or is expressly agreed with you.
25. TRANSFER OF RIGHTS
25.1 You may not transfer your rights or obligations under a contract without our written agreement, except where the law allows.
25.2 We may transfer our rights or obligations to another organisation, but this will not reduce a Consumer’s rights. We will notify you if a transfer materially affects you.
26. SEVERABILITY AND WAIVER
26.1 If any provision is found to be unlawful or unenforceable, the remaining provisions will continue in force.
26.2 A delay in enforcing a right does not waive that right.
27. THIRD-PARTY RIGHTS
27.1 Unless these Terms expressly state otherwise, a person who is not a party to the contract has no right to enforce it under the Contracts (Rights of Third Parties) Act 1999.
28. GOVERNING LAW AND COURTS
28.1 If you are a Consumer, these Terms are governed by the law of England and Wales. You may bring proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in the courts of the part of the United Kingdom where you live.
28.2 If you are a Business Customer, these Terms and any dispute arising from them are governed by the law of England and Wales, and the courts of England and Wales will have exclusive jurisdiction.
29. CONTACT DETAILS
Elba Flooring Limited trading as LVT Outlet
Company number: 17127061
Registered in England and Wales
Registered office: 13a Bratton Road, Westbury, Wiltshire, BA13 3EP
VAT number: 517 3137 08
Email: sales@lvtoutlet.co.uk
Telephone: 07356 284270
MODEL CANCELLATION FORM
Complete and return this form only if you wish to cancel the contract. You may instead send any other clear statement confirming your decision to cancel.
To:
LVT Outlet
Elba Flooring Limited
13a Bratton Road
Westbury
Wiltshire
BA13 3EP
Email: sales@lvtoutlet.co.uk
I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:
____________________________________________________________
Ordered on / received on:
____________________________________________________________
Name of consumer(s):
____________________________________________________________
Address of consumer(s):
____________________________________________________________
Order number:
____________________________________________________________
Signature of consumer(s), only if this form is submitted on paper:
____________________________________________________________
Date:
____________________________________________________________