Custom Order Policy

At Online Flooring, we supply flooring for homes, offices, villas, commercial spaces, and other properties in Dubai. Some flooring products and projects are ordered, cut, prepared, or supplied specifically according to the customer’s requirements.

This Custom Order Policy explains how custom flooring orders work and what customers should know before confirming an order.

1. What Is a Custom Flooring Order?

A custom order is a flooring order that is prepared or supplied according to specific customer or project requirements.

This may include:

• Flooring ordered in a specific quantity
• Special colours, patterns, or finishes
• Specific product collections or designs
• Made-to-order flooring
• Custom parquet patterns
• Herringbone or chevron layouts
• Large commercial flooring orders
• Flooring cut or prepared for a specific project
• Custom skirting or finishing materials
• Special transition profiles
• Flooring supplied together with installation
• Project-specific flooring packages

Some products may be available from stock, while others may need to be ordered from the manufacturer or supplier.

Before confirming your order, our team can advise you about product availability, estimated lead time, quantity, and installation requirements.

2. Flooring Selection and Product Confirmation

Before production or procurement begins, customers should confirm the important details of their flooring order.

These may include:

• Product name
• Product collection
• Colour
• Pattern
• Finish
• Thickness
• Size
• Quantity
• Installation method
• Underlay, adhesive, or other accessories
• Skirting
• Transition profiles
• Installation requirements
• Delivery requirements

Please review the quotation and product details carefully before confirming your order.

Once the order has been confirmed and materials have been ordered or prepared specifically for the project, changes may not always be possible.

3. Measurements and Quantity

Accurate measurements are important when ordering flooring.

Where our team provides a site measurement, we will assess the area and calculate the required flooring quantity based on the project requirements.

Flooring quantities may include an allowance for cutting, pattern matching, installation, and material wastage. The amount required can vary depending on the room shape, flooring type, installation direction, and pattern.

For herringbone, chevron, diagonal, or other patterned installations, the required quantity may be different from a simple straight installation.

If measurements are supplied by the customer, the customer is responsible for ensuring that the measurements are accurate.

If you are unsure about the quantity required, we recommend contacting our team before placing the order.

4. Site Inspection

For installation projects, the existing floor may need to be inspected before installation.

Our team may check:

• Floor level
• Surface condition
• Cracks or damage
• Moisture concerns
• Stability
• Existing flooring
• Room dimensions
• Door clearances
• Skirting
• Transitions
• Access to the installation area

The inspection helps determine whether the selected flooring is suitable and whether additional preparation may be required.

5. Subfloor Preparation

A suitable and properly prepared subfloor is important for a successful flooring installation.

Depending on the existing surface, preparation may include:

• Cleaning
• Removal of loose material
• Floor levelling
• Repairing damaged areas
• Moisture-related preparation
• Removing existing flooring
• Applying suitable underlay or adhesive
• Other preparation required for the selected flooring system

If additional preparation is required, it may affect the final project cost and installation schedule.

Where possible, we will inform the customer about additional requirements before carrying out the work.

6. Existing Flooring

Depending on the product and site conditions, some flooring can be installed over an existing floor while other situations may require the old flooring to be removed.

This can depend on:

• Existing flooring type
• Surface condition
• Level differences
• Moisture
• Stability
• Manufacturer installation requirements
• Selected flooring system

Customers should not assume that new flooring can always be installed directly over an existing surface.

Our team can assess the existing floor and advise on the appropriate preparation.

7. Natural Product Variations

Some flooring materials, particularly natural wood products, may have variations in:

• Colour
• Grain
• Texture
• Knots
• Pattern
• Shade
• Finish

These variations can be a natural characteristic of the material rather than a defect.

For products made from natural materials, the finished floor may not look exactly identical to a product photograph or small sample.

Lighting, room conditions, screen settings, and the surrounding interior can also affect how a flooring colour appears.

Where colour matching is important, we recommend reviewing a physical sample before confirming a large order.

8. Batch and Shade Variations

Flooring supplied from different production batches may have minor differences in colour or finish.

For this reason, if multiple rooms or areas are intended to have the same flooring, we recommend ordering the required quantity together where practical.

Once flooring from a particular batch has been installed, adding additional material later may result in a slight difference in shade or finish if the original batch is no longer available.

9. Custom Patterns and Layouts

Special flooring patterns require additional planning and cutting.

Examples include:

• Herringbone
• Chevron
• Diagonal layouts
• Border designs
• Mixed patterns
• Custom layouts

The final quantity, installation time, and wastage can be higher than for a standard straight installation.

The agreed quotation will determine the scope of the selected pattern and installation.

Customers should approve the proposed pattern, direction, and layout before installation begins where applicable.

10. Changes to an Order

We understand that customers may sometimes want to change their flooring selection after placing an order.

If you request a change, contact us as soon as possible.

We will check whether the materials have already been:

• Ordered
• Reserved
• Cut
• Prepared
• Delivered
• Installed

If the order has not yet entered procurement or preparation, we will try to accommodate the requested change.

If materials have already been ordered or prepared specifically for your project, changes may result in additional costs or may no longer be possible.

Any applicable additional cost will be discussed with you before proceeding.

11. Cancellation of Custom Orders

Custom flooring orders may involve materials that have been specially ordered, reserved, cut, prepared, or purchased for a particular project.

For this reason, cancellation may not be possible once procurement, preparation, cutting, or installation has started.

If you need to cancel your order, please contact us as soon as possible.

We will review the status of your order and explain the available options.

Where materials or services have already been purchased or provided specifically for your project, related costs may not be refundable.

The final cancellation terms may also depend on the specific product, supplier terms, quotation, and order agreement.

12. Returns and Exchanges

Custom or specially ordered flooring is generally not eligible for return or exchange simply because the customer changes their mind after the order has been confirmed or the material has been specially procured.

This may include flooring that has been:

• Specially ordered
• Cut
• Prepared
• Installed
• Purchased specifically for a project
• Modified according to customer requirements

This policy does not affect applicable rights relating to defective products, incorrect products, or products that do not match the confirmed order specifications.

If you believe there is a problem with your flooring, please contact us promptly so that we can assess the issue.

13. Damaged or Incorrect Materials

Please inspect flooring materials when they are delivered where practical.

If you notice visible damage, incorrect products, missing items, or other issues, contact our team as soon as possible.

Please provide:

• Order or quotation details
• Photographs of the issue
• Photographs of the packaging where relevant
• A description of the problem

Our team will review the issue and determine the appropriate solution.

Depending on the circumstances, this may include replacement material, repair, adjustment, or another suitable remedy.

14. Installation Issues

If your order includes installation, our installation team will carry out the work according to the agreed scope and selected flooring system.

After installation, the customer should check the completed work and notify our team if they notice an issue.

Potential installation concerns may include:

• Damaged flooring
• Incorrect pattern direction
• Loose or visibly defective sections
• Incorrect finishing
• Missing accessories
• Other issues related to the agreed installation scope

We will assess reported issues and determine whether they are related to the product, installation, site conditions, or another factor.

15. Site Conditions and Additional Work

Every property is different.

Existing conditions can affect the flooring installation process and final cost.

Additional work may be required because of:

• Uneven floors
• Damaged subfloors
• Moisture concerns
• Existing flooring removal
• Difficult access
• Furniture or equipment that needs to be moved
• Door trimming
• Additional floor preparation
• Special installation patterns
• Skirting changes
• Special transitions
• Other site-specific requirements

Where additional work is identified, we will discuss it with the customer before proceeding where reasonably possible.

16. Furniture and Room Preparation

Before installation, customers should remove personal belongings and, where applicable, furniture from the installation area.

If furniture moving is required, please discuss this with our team before the installation date.

Additional charges may apply for furniture movement, removal, storage, or other work that is outside the agreed installation scope.

The installation area should also be accessible and reasonably clear so that our team can complete the work safely and efficiently.

17. Delivery and Lead Times

Custom flooring orders may require additional time compared with products that are immediately available from stock.

The estimated timeframe may depend on:

• Product availability
• Supplier stock
• Manufacturing time
• Quantity
• Custom specifications
• Shipping
• Project size
• Site readiness
• Installation scheduling

Any timeframe provided at the time of quotation is an estimate unless a specific delivery date has been confirmed in writing.

If circumstances outside our reasonable control affect the expected timeframe, we will communicate relevant changes where possible.

18. Product Availability

Product availability can change because of supplier stock, manufacturing schedules, discontinued collections, or other supply conditions.

If a selected product becomes unavailable after an order has been placed but before procurement is completed, we will contact the customer to discuss the available options.

These may include:

• Waiting for new stock
• Selecting an alternative product
• Selecting another colour or finish
• Cancelling the affected part of the order where applicable

We will discuss the available option with the customer before making a change.

19. Warranty

Where a flooring product includes a manufacturer or supplier warranty, the warranty terms may vary according to the product.

Warranty coverage can depend on:

• Product type
• Correct installation
• Suitable subfloor preparation
• Normal use
• Maintenance
• Environmental conditions
• Manufacturer requirements

A warranty does not necessarily cover damage caused by misuse, unsuitable maintenance, incorrect installation by others, accidents, excessive moisture, or other conditions excluded by the applicable warranty.

Please refer to the specific warranty terms provided for your flooring product.

20. Customer Responsibilities

Customers are responsible for:

• Reviewing the quotation before confirmation
• Confirming the selected flooring
• Providing accurate information
• Providing accurate measurements where self-measured
• Informing us about relevant site conditions
• Providing access to the installation area
• Preparing the property as agreed
• Following recommended care and maintenance instructions
• Making payments according to the agreed terms
• Informing us about building or access restrictions before installation

Please let our team know about any special requirements before the order is confirmed.

21. Commercial and Large Flooring Projects

For offices, hotels, retail spaces, villas, warehouses, and other larger projects, additional project-specific terms may apply.

These may include:

• Site surveys
• Samples
• Product approvals
• Technical specifications
• Material schedules
• Multiple delivery stages
• Phased installation
• Payment milestones
• Site access requirements
• Project completion requirements

Where a separate quotation, contract, or project agreement has been provided, the terms of that document will apply to the specific project where they differ from this general policy.

22. Customer Approval

Before production, procurement, or installation, customers may be asked to approve important project details.

Depending on the order, this may include:

• Flooring selection
• Colour
• Pattern
• Quantity
• Layout
• Installation method
• Accessories
• Quotation
• Project schedule

Once approved, these details may be used as the basis for the order.

Customers should carefully check the information before giving final approval.

23. After Installation

Once installation is complete, we recommend checking the flooring with our team.

Please check:

• Overall appearance
• Flooring pattern and direction
• Edges and transitions
• Skirting
• Door clearances
• General installation finish

Our team can also explain basic care and maintenance requirements for your selected flooring.

Following the recommended maintenance instructions can help protect the flooring and maintain its appearance.

24. Questions Before Confirming Your Order

If you are unsure about any part of your flooring order, please speak with our team before confirming it.

We can help you understand:

• Which flooring may suit your space
• Required quantity
• Installation method
• Subfloor preparation
• Expected installation time
• Maintenance requirements
• Warranty information
• Available colours and finishes
• Custom patterns
• Additional accessories

We encourage customers to ask questions before production or procurement begins so that the flooring specification is clear.

Contact Online Flooring

If you have questions about a custom flooring order, measurements, product availability, installation, changes, or cancellation, please contact our team.

Online Flooring
Dubai, UAE

Phone: +971 50 213 6026
Email: info@onlineflooring.ae

We are available to help you understand your flooring requirements and the terms of your order before you confirm it.

Last Updated: September 2026