TERMS & CONDITIONS AND PRIVACY POLICY

Welcome to Nova Floor. By browsing our website or placing an order with us, you agree to the terms and conditions set out on this page, so please take a moment to read through them before you proceed with a purchase.

Nova Floor operates out of the United Arab Emirates, and our business is governed by UAE law. Any dispute or claim relating to our website, our products, or our services will be handled in accordance with the laws of the UAE.

From time to time we may revise these terms. Any update becomes effective as soon as it is published on this page, so we recommend checking back periodically to stay informed of any changes.

1. Privacy Policy

Your privacy matters to us at NovaFloor, and we take reasonable steps to protect the personal information you share with us. Below is an outline of how that information is collected, used, and safeguarded.

• We never store, sell, share, rent, or lease your card details or other personally identifiable information to third parties.
• When you use our website, we may collect details such as your name, email address, contact number, and installation or delivery address, solely to process your order and keep you informed about it.
• Some of the adverts you encounter on our site are served by third-party advertising partners. These partners may use cookies or similar tracking technology to understand your browsing habits and show you relevant ads. We have no control over what these third parties collect, and their practices fall outside the scope of this policy.
• Cookies are used on our website to make your browsing experience smoother. You’re free to turn them off in your browser settings, though doing so may limit certain site features.
• We do not sell or disclose your personal data to outside parties, except where the law requires it or where it’s necessary to complete your order — for instance, passing your address to our installation or delivery team.

As with the rest of this page, our privacy practices may be revised periodically to reflect current standards. We encourage customers to check back from time to time, as updates take effect from the date they are posted.

2. Eligibility

Our website and the services we offer are meant for adult customers. Anyone below the age of 18 is not permitted to register an account or place an order with us. By confirming a purchase, you are confirming that you meet the minimum age requirement of 18 under UAE law.

3. Made-to-Order Flooring

The majority of our flooring — including parquet, engineered wood, LVT, and chevron installations — is manufactured or cut to the exact specifications a customer provides at the time of order, such as room dimensions, wood type, finish, and pattern layout. Because each order is produced specifically for the customer, we are not able to accept returns or exchanges that result from a change of mind or from measurements supplied incorrectly by the customer.

We strongly encourage every customer to double-check room measurements and product specifications before finalising an order.

4. Return Policy

Given that most of our flooring products are cut and finished according to your specific requirements, we do not offer returns or exchanges once an order has been confirmed and production or cutting has started. This applies across all flooring types and order values.

That said, if your flooring arrives damaged as a result of mishandling in transit, NovaFloor will take full ownership of the issue. We will organise a replacement or another suitable resolution at no extra cost to you.

To be eligible for a damaged goods claim, you must flag the issue at the moment of delivery — before signing the delivery note or receipt. Claims raised after the delivery document has been signed may not be honoured.

Where a shipment arrives damaged, we will resolve it either by refunding the original payment method or by arranging a replacement, depending on which is more appropriate at our discretion.

5. Cancellation Policy

Because our flooring is produced to order, cancellation requests can only be accepted in two circumstances: NovaFloor dispatched the wrong product, or the product was damaged during shipping.

Outside of these two situations, once cutting or production has begun, an order cannot be cancelled or amended. If you need to request a cancellation, please reach out to us right away using the contact details at the bottom of this page.

6. Delivery & Installation Policy

NovaFloor delivers and installs flooring across the United Arab Emirates. All orders are dispatched from our warehouse, and an estimated delivery or installation window will be shared with you when your order is confirmed.

While we make every effort to meet the agreed timeframe, delays caused by circumstances outside our control do not make NovaFloor liable for any resulting losses.

7. Product Appearance Disclaimer

We do our best to represent our flooring products accurately across the website. That said, screen and monitor settings vary from device to device, so the actual colour, grain, or finish of your flooring may look slightly different in person than it does on screen. NovaFloor cannot be held responsible for these minor variations.

Natural variation in wood grain, tone, and pattern is also common, and may differ slightly depending on the batch or the size of the area being covered. Measurements and specifications listed on our website are as accurate as we can make them, but small variations may occur and are not considered manufacturing defects.

8. Payment

We accept online payments via Visa and Mastercard credit and debit cards, processed in AED or another currency agreed upon at the time of purchase.

Any payment information you enter is transmitted directly to our payment processor through a secure, encrypted connection — NovaFloor does not store your card details on its own systems.

Customers are responsible for retaining a copy of their transaction record and for being familiar with our policies at the time of purchase.

If an order is shipped or installed in separate stages, each stage may appear as an individual charge on your card statement.

9. Service Area

NovaFloor supplies and installs flooring exclusively within the United Arab Emirates. We do not ship, deliver, or provide installation services outside the UAE under any circumstances.

NovaFloor will not provide products or services to any country, entity, or individual subject to OFAC (Office of Foreign Assets Control) sanctions, in line with applicable UAE law.

Contact Us

If you have any questions about these terms or about an order, our team is happy to help.

NovaFloor — United Arab Emirates

Website: novafloor.ae | Email: info@novafloor.ae