Terms of service
XEN LTD – TERMS OF SERVICE
Last updated: 29 September 2026
1. ABOUT US
This website is operated by XEN LTD (“XEN”, “we”, “us” or “our”).
XEN LTD is a UK-based wholesale supplier of flooring products and provider of related logistics solutions.
These Terms of Service (“Terms”) apply to your use of our website and to orders for products or services placed with XEN LTD through our website, by email, telephone, quotation, invoice or other agreed means.
By accessing our website, creating an account, requesting a quotation or placing an order, you agree to these Terms.
Our online store is hosted using Shopify, which provides the ecommerce platform that enables us to offer products online.
2. BUSINESS AND TRADE CUSTOMERS
XEN LTD primarily operates as a business-to-business (B2B) flooring wholesaler.
Where you purchase products in the course of a business, trade or profession, you confirm that you have authority to place orders on behalf of that business.
Certain products, prices, discounts, payment terms and services may be available only to approved trade customers.
We reserve the right to request information reasonably required to verify a business or trade account.
If we sell to an individual acting as a consumer, nothing in these Terms excludes or restricts any statutory rights that cannot legally be excluded.
3. PRODUCTS
We aim to provide accurate descriptions, specifications, photographs and other information concerning our flooring products.
Flooring is a manufactured and, in some cases, natural product. Consequently, variations may occur between product photographs, samples, batches and delivered products, including variations in colour, grain, texture, pattern, shade and appearance.
Images displayed on our website are provided for illustrative purposes. Colours may also appear differently depending on your screen or device.
Customers should check product specifications, measurements, pack quantities and suitability before ordering.
Where matching flooring is required for an existing installation, customers should contact us before ordering because different production batches may vary.
We reserve the right to change specifications, discontinue products or substitute packaging where this does not materially affect the product supplied.
4. PRODUCT AVAILABILITY
All products are subject to availability.
Displaying a product on our website does not guarantee that the product is currently in stock.
Some products may be sourced or dispatched directly from manufacturers, distributors or third-party warehouses.
If a product becomes unavailable after an order is submitted, we will contact you regarding the affected item and the available options.
5. ORDERS
Submitting an order constitutes an offer to purchase products from XEN LTD.
An automated acknowledgement of your order does not necessarily constitute acceptance.
A contract is formed when we confirm acceptance of the order or dispatch the goods, as applicable.
We reserve the right to reject or cancel an order where reasonably necessary, including where:
• a product is unavailable;
• pricing or product information contains an obvious error;
• payment cannot be authorised;
• delivery cannot reasonably be completed;
• applicable trade-account requirements have not been satisfied; or
• we reasonably suspect fraudulent or unlawful activity.
Where payment has already been taken for an order that we subsequently cancel, the relevant amount will be refunded.
6. PRICES
Prices displayed on the website are subject to change without notice.
Unless expressly stated otherwise, trade prices are shown exclusive of VAT. VAT will be charged at the applicable rate where required.
Delivery charges and any additional applicable charges will be shown during checkout, included in a quotation, or otherwise communicated before the order is confirmed.
Quotations are valid for the period stated on the quotation.
A quotation does not reserve stock unless we expressly confirm otherwise.
7. PAYMENT
Payment must be made using a payment method accepted by XEN LTD.
Depending on the customer and order, we may accept payment by debit or credit card, bank transfer or other approved methods.
Goods will normally not be dispatched until cleared payment has been received unless XEN LTD has expressly agreed credit terms with the customer.
Customers with approved credit facilities must make payment within the agreed credit period.
We reserve the right to suspend further deliveries or withdraw credit facilities where invoices become overdue, subject to applicable law and any separately agreed credit terms.
8. FLOORING QUANTITIES & MEASUREMENTS
Customers are responsible for ensuring that the quantity of flooring ordered is sufficient for their project.
Customers should take into account appropriate allowances for cutting, wastage, installation pattern and future repairs.
Any flooring calculator or quantity guidance provided on our website is intended as guidance only unless we expressly agree otherwise in writing.
We recommend that measurements are checked by a suitably qualified flooring professional before an order is placed.
9. SAMPLES
Flooring samples are intended to provide an indication of the appearance, colour and finish of a product.
Because of manufacturing variations and the characteristics of natural materials, a sample may not be identical to the flooring ultimately supplied.
A sample should therefore be treated as representative rather than an exact guarantee of colour, grain or pattern.
10. DELIVERY
Delivery availability, charges and estimated times depend on the products ordered, quantities and destination.
Any delivery dates or times provided are estimates unless expressly agreed otherwise.
Customers are responsible for providing accurate delivery information and ensuring reasonable and safe access to the delivery location.
Large or palletised flooring orders may require suitable access for commercial delivery vehicles.
The customer should notify XEN LTD in advance of restrictions that could affect delivery, including restricted roads, weight restrictions, limited vehicle access or other site constraints.
Additional charges may apply where delivery cannot be completed because incorrect information was supplied or suitable access was not available.
Nothing in this section limits rights that cannot legally be excluded.
11. INSPECTION OF DELIVERIES
Customers should inspect deliveries as soon as reasonably practicable.
Where packaging or products appear damaged on delivery, customers should note the damage with the carrier where possible and contact XEN LTD promptly.
Customers should check that the product, quantity, colour, specification and batch information are correct before installation begins.
Flooring should not be installed where an obvious defect, incorrect product or material discrepancy has been identified.
Installing flooring may affect the remedies available where an issue was reasonably apparent before installation, subject always to applicable statutory rights.
12. RETURNS, CANCELLATIONS AND REFUNDS
Returns and refunds are governed by our Returns & Refund Policy, which forms part of these Terms.
Different rules may apply to business customers and consumers.
Certain products may not be returnable where legally permitted, including products that have been cut, altered, specially ordered or manufactured to a customer's specification.
Any statutory consumer cancellation or refund rights remain unaffected.
13. INSTALLATION
Unless expressly agreed otherwise in writing, XEN LTD supplies flooring products and does not accept responsibility for installation performed by independent installers, contractors or other third parties.
Customers and installers are responsible for checking that the flooring is suitable for the intended environment and that installation is performed in accordance with applicable manufacturer instructions.
This includes appropriate consideration of subfloor preparation, moisture levels, acclimatisation, expansion requirements, adhesives, underlay and other installation requirements.
Manufacturer installation and maintenance instructions should be followed.
14. WARRANTIES
Products may be supplied with a manufacturer's warranty.
Where applicable, the duration and conditions of a manufacturer's warranty will be specified by the relevant manufacturer.
Manufacturer warranties may contain requirements relating to installation, maintenance, environment and permitted use.
A manufacturer's warranty is separate from any statutory rights that apply to the purchase.
15. LOGISTICS SERVICES
Where XEN LTD provides storage, distribution, transport coordination or other logistics services, additional terms may apply.
Specific logistics arrangements, including collection, delivery, storage, handling, pallet quantities, transport requirements and charges, may be agreed separately through a quotation, service agreement or other written confirmation.
Where additional terms are agreed for a particular logistics service, those specific terms will apply to that service in addition to these Terms.
16. THIRD-PARTY SERVICES
Our website or services may contain links to or integrations with third-party websites, payment providers, carriers and other service providers.
XEN LTD is not responsible for third-party websites or services that are outside our control.
Use of those services may be subject to separate terms and privacy policies.
17. INTELLECTUAL PROPERTY
Unless otherwise stated, the content of the XEN LTD website, including its branding, logos, graphics, text, layout and original content, belongs to XEN LTD or is used under licence.
Product names, trademarks, photographs and other materials belonging to manufacturers or suppliers remain the property of their respective owners.
Website content may not be copied, reproduced or commercially exploited without appropriate permission.
18. WEBSITE USE
You must not misuse our website.
You must not knowingly introduce viruses, malicious software or other harmful technology, attempt unauthorised access to our website or systems, interfere with website operation, or use the website for fraudulent or unlawful purposes.
We may suspend or restrict access where reasonably necessary to protect our website, customers or business.
19. ERRORS AND INACCURACIES
We make reasonable efforts to ensure information on our website is accurate.
Occasionally, product descriptions, specifications, stock information, prices, delivery charges or other information may contain errors.
We reserve the right to correct genuine errors and update information.
Where an error materially affects an order already placed, we will contact the customer and explain the available options.
20. LIABILITY
Nothing in these Terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.
For business customers, any other limitations or exclusions of liability contained in these Terms apply only to the extent permitted by law.
XEN LTD will not be responsible for losses arising from circumstances outside our reasonable control.
Nothing in these Terms affects statutory rights that cannot legally be excluded or restricted.
21. PRIVACY
Personal information is handled in accordance with our Privacy Policy.
As our online store uses Shopify, certain information may also be processed by Shopify and other service providers required to operate the website, process payments and fulfil orders.
Please refer to our Privacy Policy for further information.
22. CHANGES TO THESE TERMS
We may update these Terms from time to time to reflect changes to our business, services, website or applicable requirements.
The current version will be published on our website with the date of the latest update.
Changes will not retrospectively alter an existing contract unless legally permitted or agreed between the parties.
23. GOVERNING LAW
These Terms and contracts with XEN LTD are governed by the laws of England and Wales, except where applicable law requires otherwise.
For business customers, the courts of England and Wales will have jurisdiction over disputes arising from these Terms or contracts with XEN LTD.
Consumers may have additional rights concerning where proceedings can be brought, which these Terms do not restrict.
24. CONTACT US
Questions concerning these Terms of Service can be sent to:
XEN LTD
Registered Office:
114 Stoke Road
Slough
SL2 5AP
United Kingdom
Company Number: 17464062
Email: support@xen.com