01769 575 400

Terms & Conditions

Terms and Conditions

Please read these Terms and Conditions carefully before using this Site
This web site (this “Site”, the webpage, the website) is provided by Norbord Europe Ltd(referred to as ‘Norbord/we/ours/us’), conditional on your acceptance of the terms and conditions of use set forth below (the “Terms and Conditions”). By accessing and using this Site, whether you make any transactions via this Site or not, you (the user of this Site) agree to accept and abide by these Terms and Conditions for each use of this Site. If you do not agree to abide by these Terms and Conditions, you should not use this Site or materials from it.
Please read all the sections of these terms and conditions before using our webpage.
In case any questions with regards to our Terms and Conditions arise, please contact us (link) or speak to an advisor by calling 01769 575 400.

1. General

1.1 Norbord reserves the right to revise these Terms and Conditions. Any revisions will apply only to purchases after its effective date. Norbord will post any impending revisions 10 business days prior to the effective date. Your responsibilities include reading the Terms and Conditions on every occasion you use the Site.
1.2 If you are not a consumer, you have the authority to act on behalf of any business when using the Site.
1.3 Norbord will make every reasonable effort to maintain the accuracy of the information contained within or provided by this Site, but this information is provided “as is,” and Norbord makes no representation or warranty of any kind with respect to the subject matter or accuracy of the information. This Site is subject to change at Norbord’s discretion, and Norbord will not be held responsible for any damages resulting from these changes. We reserve the right to withdraw (temporarily or permanently) this Site, with or without notice, and we shall not incur any liability to you or any other third party for modifications or withdrawal. In the case of mistakes in the information on the web page, we will try and resolve the errors as soon as reasonably possible, and if we believe those mistakes shall affect your purchase, we will try to let you know.
1.4 Please be aware that:
- The colours of the products displayed on the Site will depend on many factors. That includes your display settings.
- The sizes and shapes on the Site are representative and it falls under your responsibility to check if the sizes available suit your purpose.
- Pictures and images are of illustrative purpose only and in case you need accurate description – please refer to the written description section.

2. Making a purchase

2.1 Please see the How to Buy information on how to make a purchase. By placing an order or making a purchase, you agree with the Terms and Conditions outlined here.
2.2 You may use our Site to purchase any items, provided you are 18 years of age or older with an active e-mail address and a telephone number.
2.3 Order confirmation is sent after payments of the items through World Pay have been processed. You shall receive a payment confirmation from World Pay for the payment being completed, and you will see an order confirmation page on ContiBoard web site as well, available for to download and print and will also be e-mailed. Order confirmation outlines Order invoice, Order date, Products ordered, Value of the products, Estimated delivery. Please note that order confirmation does not constitute a legal binding contract until the items have been dispatched. After payment of the items, you cannot amend your order online.
2.4 It is your responsibility to print off a copy of the Order Confirmation for future reference, as well as a copy of these Terms and Conditions. In case you need to contact us about your order, please quote the details outlined in the Confirmation e-mail.
2.5 Acceptance of an order, as well as the completion of the contract between you and us, will take place only on dispatch of the products to you unless we have informed you that your order has not been accepted or it has been cancelled by you (Please refer to the Returns and refunds section).
2.6 All goods are subject to availability. In the event that we are unable to fulfil your order after it has been accepted on-line and money has transferred a full refund to the value of the order will be made.
2.7 On registering an order, to complete the purchase on our site, you agree for an account to be automatically created, through which you can access your order confirmation, as well as any purchase history from this Site.

3. Delivery

3.1 Norbord reserves the right to change the delivery Terms and Conditions at any time. It is your responsibility to check the Terms and Conditions every time you are using the Site. Any changes to the Terms and Conditions will be effective for all new deliveries placed after the change has been published on the Site.
3.2 This Site is only for product deliveries to customers with mainland UK addresses excluding the Scottish Highlands. To ensure your address is within our delivery area, please use the postcode checker available on the webpage. Deliveries are possible to the Highlands and off-shore UK islands via special arrangements – please refer to the postcode tracker or contact our support team. All products must be signed for by an adult aged 18 or over.
3.3 Deliveries are effected by non-Norbord contractors and as such we are not liable for any disruptions, delays or damages caused by our subcontractors that are outside of our control. Our current delivery subcontractor is Tuffnels and you should refer to Tuffnels terms and conditions for more information.
3.4 Deliveries will be to the delivery addressed specified during the online process. We do not make deliveries to offshore locations, although in some specific circumstances we might make an arrangement. For offshore requests, please contact us. (link)
3.5 Delivery times are outlined on the Delivery page and standard delivery is within 3 working days from time of order. We will make every effort to deliver the products in the estimated delivery time frame; however where there are times when we are unable to do this then your confirmed delivery date will be different. We would advise you not to make any personal arrangements to accept the goods before we have confirmed the delivery date with you. You will receive an e-mail from our courier when the item/s has/ve been dispatched, which will allow you to track the order.
3.6 Norbord will not accept any liability for any losses incurred due to a delay or failure to deliver the product in the estimated timescales caused by any unforeseen circumstances (including without limitation transport breakdown, traffic accident, major traffic delays or severe weather). We will do our best to contact you in order to arrange alternative delivery timeslot. It is recommended that you make arrangements for any other subsequent work with or use of the product only after the order has been delivered
3.7 Standard delivery will be included in the price of the product unless a specific delivery option is selected - in this instance, please note that there shall be surcharge.
3.8 In the case of order cancellation, provided it is made under our Returns policy, we will refund the purchase price plus any delivery incurred. However, we may charge you a return fee, which in most cases will be the same as the delivery fee paid. Please note that under our Returns policy a refund will only be given provided that the goods are in the same condition in which they were despatched and in their original packaging. Please ensure that you read the full conditions before placing an order.
3.9 In order to ensure the smooth delivery of your order, you must give us as much relevant detail as possible that might affect the delivery. In the event that information is incomplete, incorrect or inaccurate, we reserve the right to cancel your order by giving you written notice.
3.10 It is your sole responsibility that you ensure availability to accept the goods on the confirmed day of delivery at the address confirmed in your purchase order. Please inform us immediately if you are not going to be able to accept the order on the confirmed date. A contact telephone number is mandatory in order for us to contact you easily and advise you of your delivery time. Norbord shall not be liable in respect of any delay in delivery as a result of any act or omission by you.
In case of your unavailability to accept the order, you may appoint an adult representative (18 years or above) to sign for the goods. In this event, it is assumed that you are agreeing that we accept any instructions from the representative as if they are your own. No items shall be left unless they are signed for.
If you (or your representative) refuse to sign the delivery document, this will be accepted as a refusal to accept the goods.
3.11 Delivery staff will deliver the items to the front door and no further. The delivery contractors will not: take the items into the property, remove doors, doorframes, windows, etc. in order to complete the delivery. They shall not unpack and/or construct the products delivered. They shall not remove any footwear. In case any measures need to be taken to ensure the ease of access to the front door, this should be done prior to delivery staff arriving. No special lifting equipment shall be carried by delivery staff.
3.12 When the order is delivered, you will be asked to examine the products, the condition of the packaging and whether the correct items and number of items have been delivered. Following that, you will be asked to sign the delivery document, which will confirm that the order has been received. In case of any items missing or items packaging being damaged, this should be recorded on the delivery documents. Further delivery arrangements will be made with regards missing items and our support line should be notified by the next working day. In the event of obvious damage to packaging, the delivery should be refused and our support line contacted by the next working day. Items will be returned and replaced and delivered free of charge.
Your inspection of the delivery will not affect your legal right to inform us later, in the case of a subsequently found defect the was not obvious at the time of the delivery. However, it is your obligation to notify us in a reasonable time frame.
3.13 Risk of loss and any subsequent damage of products passes to you as liability on the date the products have been delivered to you.
3.14 Prior to the order arriving, you shall receive an e-mail from our delivery subcontractors to confirm the time slot of delivery.
3.15 Nothing in those terms and condition will affect your statutory rights. For more information, please contact your local Citizens Advice Bureau (

4. Returns

4.1 The Terms and Conditions in the return policy apply to all products ordered via this Site in the UK or arranged over by telephone.
4.2 Nothing within this policy affects your statutory rights of you being entitled to return products to us for a full refund, if they were falsely described, or are not of satisfactory quality or fit for purpose and we cannot remedy the fault to your reasonable satisfaction.
4.3 In case of any damage to the packaging of the goods, you shall notify a member of customer service by the next working day, using the contact details provided online or on any communication e-mail.
4.4 Any damaged product/package must be retained in order to be inspected. Failure to do so could affect any claim for replacement.
4.5 In case of the damage (4.2, 4.3) that is established to be Norbord’s responsibility, the damaged item will be replaced. If we cannot replace the damaged item, a reimbursement will take place plus any delivery costs incurred. We will not accept responsibility for any damages caused during the delivery process items to the extent that such damage is your fault. We shall not replace or take back any items, should we establish the damage to be your fault, regardless of when it happened.
4.6 Orders can be amended or cancelled up to 36 hours prior to delivery. In the case of a cancelled order a full refund will be provided.
4.7 Following payment of the products, you can cancel your contract up to 14 days after you have received them. This means that if you no longer want to keep the products, and provided they are undamaged by you, you can return them for a refund, providing the items are in their original packaging and are in the condition in which you received them. The cost of return delivery is at your expense.
4.8 If you wish to cancel an order or a contract, you need to inform us by calling our support team on 01769 575 400.
4.9 Where you wish to return your goods after they have been delivered, you must follow the procedure set below:
- You must return the good without delay and no later than 14 days after receiving them in the first place.
- You agree to return the goods in a resale-able condition, and in their original packaging.
- You agree to bear the costs of returning the goods, except when the products are returned due to being mis-described by us, in which case you will be refunded for any reasonable costs incurred.
- We will not accept returns for items that have started to be used, assembled, altered, worked with or in any sense items are no longer in their original condition.
- You agree to take reasonable care of the products from the moment they have been delivered to you to the moment you return them.
- In the case of collection of returned products, the collection point will be the same as the delivery address.
4.10 In case of collection of returned goods you agree with the following points:
- You must provide our support team with as much detail as possible to ensure the smooth collection of the products – including: relevant features such as from which floor the items are to be collected, the existence of any narrow doorways, etc.
- You must ensure that there is suitable access to the location of choice
- All parts of the order must be returned, including all components and all related items, which are included in the price of the goods being returned in their original packaging.
- A collection document, provided by our representative, must be signed.
- In case of your unavailability to be present on collection of the items, you may appoint an adult representative (18 years or above) to sign for the goods being collected. Any instructions that your representative issue will be accepted as if issued by yourself and we assume that you have agreed to this term.
4.11 We will provide you with a refund of the price you paid for the products and credit the refund that is due to the card that you made payment with. Nevertheless, please note – we are permitted by law to deduct any reduction in the value of the products, if this has been caused by you handling them in a way that is unnecessary in order to establish the nature and functioning of the items.
4.12 Delivery costs shall be refunded for damaged items provided the conditions under 4.11 have been met.
4.13 We will make any refunds due to you in the deadlines indicated below:
- If no collection of the goods by us has been organized within a reasonable time, we will refund you for the items within 10 working days after receiving the items.

5. Payment

5.1 You can make payments for the items you have ordered by MasterCard, Maestro, Visa, Visa Electron, and MasterCard Secure Code.
5.2 We take payment for your order once we have received it and we have checked your card details. Goods are subject to availability and in the event that we are unable to supply the items, we will inform you as soon as possible and give you a full refund where applicable
5.3 Except where otherwise stated, the price you will pay for the goods will be the price displayed on the Site at the time of your order; all prices include VAT and include delivery charges, unless you wish to pay extra for a specific service.
5.4 We try and assure all the information on prices is correct on our Site, however in case of an error having occurred, we will inform you as soon as possible and you will be given the option of reconfirming your order with the new pricing or cancelling it. In case we fail to contact you on occurrence of such error, we will consider the order as cancelled.
5.5 If you decide to cancel your order, due to a change in price after the establishment of an error, we will give you a full refund.

6. Liability and indemnity

6.1 We do not limit or exclude our liability in any way with regards to death or injury caused by our negligence or our employees’ negligence, agents or subcontractors;
a) Fraud or fraudulent misrepresentation
b) Breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession)
c) Breach of the terms implied by sections 3, 4 and 5 of the Supply of Goods and Services Act 1982 (description, satisfactory quality, fitness for purpose and samples); and
d) Defective products under Consumer Protection Act 1987
6.2 Norbord will make every reasonable effort to maintain the accuracy of the information contained within or provided by this Site, but this information is provided “as is,” and Norbord makes no representation or warranty of any kind with respect to the subject matter, accuracy of the information, any action taken with reliance on the information provided, or that the site or the server that makes it available is free of viruses or bugs. Norbord will not be liable for any loss of personal content or material uploaded or transmitted through the Site. This Site is subject to change at Norbord’s discretion and Norbord will not be held responsible for any damages resulting from these changes.
6.3 Subject to section 6.1 in these Terms and Conditions, Norbord shall not be liable (other than for fraudulent or negligent misrepresentations from our side) for any:
- Economic losses (including loss of revenues, profits, business, savings, data, contracts)
- Loss of reputation or goodwill
- Special or indirect losses arising from any matter described in the Terms and Conditions
6.4 Subject to section 6.1, Norbord’s aggregate liability for loss or damage shall in no event be larger than the sum equal to the amount paid or payable by you for the products in respect of one or several incidents attributable to the same clause, provided that we take reasonable care when delivering the goods.
6.5 Clause 6 does not affect your statutory rights as a consumer, as well as your cancellation rights.
6.6 Norbord has taken measures to ensure the security of your information. However, we cannot be held liable in the case of any losses caused as a result of unauthorized access to information provided by you.

7. Provisions

7.1 Any conflicts resulting from the contract between us shall be resolved exclusively in the courts of England and the laws of England shall govern it. The only language to conclude a contract in shall be English.
7.2 Norbord shall not be liable for any delay or failure in delivering, as well as any other obligation specified in these Terms and Conditions, if the same is caused (wholly or partly) by an event beyond our reasonable control. Such events include (but are not limited to) traffic, fires, floods, earthquakes, natural disasters, civil unrest, wars, malicious damage to our destruction of our premises, equipment or products.
7.3 The products we offer are designed for domestic use only. If you use it for business purposes, please ensure you are covered by the appropriate insurance.
7.4 This Site contains links to external web sites. When you access a non-Norbord web site, it is independent from Norbord and Norbord has no control over the content on that web site. Norbord makes no representations whatsoever about any other web site that you may access through this Site. Norbord does not endorse or accept any liability for the content or use of the information contained within external web sites.
7.5 You agree not to assign or sub-contract any obligation or right under these Terms and Conditions to any third party, unless it is approved by us.
7.6 Norbord has the right to transfer, assign or sub-contract the benefit (wholly or partly) of its rights and obligations to any third party.
7.7 In the event that any section (or sections) of these Terms and Conditions is deemed invalid by a competent authority, the remaining sections shall remain valid and you shall be bound by them.
7.8 If you breach the Terms and Conditions (including returns and delivery policy) and we fail to take actions, this shall not be considered as a waiver of them nor will any single or partial exercise of such powers preclude any other or further exercise of them. For any waiver to be effective, it must be agreed in writing and signed by an authorized Norbord representative.

8. Intellectual property

8.1 Any copyright, trademarks and other intellectual property rights made available for your use on the Site shall remain (at all times) vested in us or our licensors. You shall not use those materials in any other way that is not agreed by us or our licensors.
8.2 You agree not to copy, reproduce, publish, display, distribute, commercially exploit or create derivative works of material and content contained within this website and acknowledge that such material and content is available for your personal non-commercial use for the purpose of using this website.

9. Privacy

9.1 The purpose of this section is to outline the purpose for which, and the manner in which, we are to collect information from you and use that information. By either registering in this Site as a user or using the webpage in general, you agree with the privacy policy described below.
9.2 Norbord is strongly committed to preserving the privacy of its customers and other online visitors. You can visit this Site without telling us who you are or revealing any personal information, including your e-mail address.
9.3 Norbord does not knowingly collect information from users that are under 18 years old. In case you are under 18 years, you must not use the website or provide any personal information, unless you have the approval of your parent or guardian.
9.4 When you register or/and use this site, you may be required to provide the following information:
- Full name, date of birth and contact details (telephone number, e-mail, etc.)
- Credit/debit card or other payment details
- Other information that will be required to set up and maintain additional services
9.5 We shall store this data on computers or otherwise in order to fulfil our agreement with you and may use it to:
- Register you with the webpage and manage any account you hold with us
- Process your order and obtain a payment
- Direct mail (from us only)
- Gain understanding of our customer base
9.6 A third party payment provider might be engaged in order to administer and process your payment and complete any purchase of our webpage.
9.7 A trusted third party might be authorised to store and process your information on our behalf.
9.8 We may pass on information collected from identity checks and other information from our customer records to authorized institutions involved in fraud prevention and detection, and we may disclose any information relating to you to the police or any other government authority (including but not limited to law enforcement agencies) in response to a request following any investigation of suspected illegal behaviour.
9.9 In order to make your navigation as fast as possible and preserve settings between visits, we use “cookie” technology. Cookies are small pieces of data stored by your Internet browser on your computer’s hard drive, which make browsing easier when you revisit pages. You may set your browser to notify you when you receive a cookie or to prevent cookies from being sent. Please note, however, that by not accepting cookies, you may limit the functionality we can provide you when you visit this Site.
9.10 Norbord is strongly committed to preserving the privacy of its customers and other online visitors. You can visit this Site without telling us who you are or revealing any personal information, including your e-mail address, however some information shall be required collected before a transaction can be complete. Norbord cannot guarantee the security of any data you disclose online and you accept the inherent security risk of dealing over the Internet. We shall not be liable for any breach of security, unless this is due to our own negligence or wilful default.
9. 11 You are permitted by law to request to see your personal information stored by us. In those circumstances, you need to send an e-mail to us or our customer support team, who will deal with the request.
9. 12 If you are concerned that any information we have relating to you is incorrect, please contact us.
9.13 This privacy statement does not apply to external web sites to which this Site links. Norbord makes no representation about the privacy policies on external web sites, and we are not responsible for the privacy practices employed by other web sites.
These Terms and Conditions, including any other sources referred to in these Terms and Conditions, set forth the entire agreement and understanding between you and Norbord in terms of using this webpage and supersede any other arrangements, prior representations and agreements.
For more information on the information outlined above should be directed to For any other inquiry or feedback regarding the Site, please Contact Us.