Terms & Conditions

Terms & Conditions

 

1.      GENERAL TERMS

By placing an order with us, you agree to be bound by these Terms & Conditions. Please read them carefully before making a purchase.

 

2.      TRADE ACCOUNT DISCOUNTS & OTHER DISCOUNT CODES

Trade accounts and discount codes are issued at our sole discretion and may be revoked at any time without notice for any reason we deem necessary. 

2.1.    How to Use Discount Codes

·         Trade discounts and promotional discount codes are applied either automatically at checkout or manually using a code provided.

2.2.    Exclusions

Trade discounts and other discount codes cannot be used:

·         During a sale or clearance event.

·         On already reduced or promotional items.

·         On specific products that we choose to exclude from discounts. 

2.3.    Newsletter Sign-Up & Marketing Discount Codes

Discounts offered for newsletter sign-ups or marketing promotions:

·         Cannot be combined with any other discount or sale code.

·         Are not available to customers who have already subscribed with the same email address.

·         May not apply to items that are already on sale or promotion.

 

3.      PRODUCT IMAGES & SAMPLES

We strongly recommend ordering a sample before committing to a full order to ensure you are satisfied with the colour, texture, and finish of the tile.

We cannot be held responsible if the appearance of tiles differs from expectations based on images shown on our website.

3.1.    Website Imagery

The images displayed on our website are for marketing purposes and should be used as a guide only: 

·         In-situ images are staged photographs or computer-generated renderings designed to provide inspiration for how the tiles could look in a space. 

·         Single tile images, taken by our team, provide the closest-to-life representation. However, studio lighting may differ from home environments, which can impact the appearance of the tile.

3.2.    Tile Effects & Natural Variations

·         If a tile is described as "encaustic effect", "colour variant", or "handmade finish", each tile will have natural variations in colour, pattern, and texture.

·         The sample received represents only one tile from a box, and the full order may contain further variations, as outlined in the product descriptions.

·         Patterned tiles with an encaustic effect are designed to replicate traditional encaustic tiles, which historically featured slight imperfections. The pattern misalignment is intentional to reflect the handcrafted nature of original encaustic tiles.

If you would like to see images of multiple tiles to better understand variations, please contact our Customer Service Team via the Contact Us page.

 

4.      DESIGN ADVICE & TILE SELECTION

Our Customer Service Team is always happy to assist and will do their best to help with any queries regarding our tiles. While they are familiar with our products, they are not trained interior designers and cannot provide specialist design advice.

4.1.    Tile Selection & Colour Matching

·         Our design team offers guidance on tile selection and colour matching, but the final decision is the customer's responsibility.

·         CGI renderings and visualizations on our website are approximate representations of how tiles may look in a space. They are not always to scale and should not be relied on as exact representations.

·         We cannot be held responsible if the final installed look does not meet expectations.

4.2.    Grout Colour Advice

·         Grout colour selection is entirely at the customer’s discretion. We do not provide specific recommendations, as grout choice can significantly affect the overall appearance of the tiles.

·         As a general guideline, we recommend darker grout for floors, especially in high-traffic areas, as it helps to mask dirt and wear over time.

·         Customers should consider how different grout colours may impact the final look of their tiles before making a decision.

4.3.    In-Depth Design Assistance

·         For customers seeking more in-depth design advice, we offer a Mood Board Request Service, where our dedicated design team can provide personalized inspiration and guidance. If you would like to use this service, please fill out a Mood Board Request

 

5.      SUITABILITY OF TILES FOR SPECIFIC USES 

·         Any tiles described/marked/listed as suitable for outside/antislip/bathroom/wetroom etc are deemed so by the manufacturer, the suitability of any tile should be accessed by a qualified person. Certain factors should be taken into account before tiles are fixed/purchased, if the substrate is sound, if the tile finish is fit for purpose i.e. if the area will become wet, is the surface slopped etc. 

·         Our description of "suitable for outside" "antislip" "bathroom" "wet room" ONLY refers to certain tests performed by the manufacture. YourTiles.com will NOT be held liable for and surface/area where tiles are fixed/fitted, this is the responsibility of the buyer/purchaser.

 

6.      BATCH VARIATIONS & ORDERING EXTRA TILES 

·         We highly recommend ordering 10% more than the required quantity to account for cuts and wastage.

·         Unused boxes can be returned in accordance with our Returns Policy.

·         We cannot guarantee that multiple orders of the same tile will come from the same batch.

·         If tiles from different batches are used together, there may be noticeable variations in colour and finish.

·         We do not accept responsibility for batch variations if a customer places multiple orders.

·         It is the customer's responsibility to ensure they order enough tiles to complete their project in one batch.

 

7.      PAYMENT 

·         Full payment is required at the time of placing your order. 

·         Orders will not be processed or dispatched until we have received cleared funds. 

·         We accept various payment methods, which will be confirmed at checkout.

 

 

8.      DELIVERY 

8.1.    Delivery Costs

·         We strive to keep our delivery costs as low as possible. We don't make a penny on deliveries and try to absorb any extra charges as much as we can. 

·         We charge a standard one flat fee for delivery to most areas but those living in certain postcodes are liable to pay an extra delivery charge. 

Also see Delivery Terms & Conditions for pricing and Delivery Terms

8.2.    Delivery Terms 

·         If your delivery address is in an area that has narrow roads and/or height restrictions please request a smaller vehicle in the notes section. 

·         All of our deliveries go via our own trucks or a third party haulier, operating a hub system. They are generally delivered and offloaded using a pallet truck, unless you stipulate that there is a forklift truck on site. 

·         Please make sure that the delivery site has no access restrictions. 

·         The delivery will take place on a specified day, but unfortunately we cannot supply a time for delivery.  We do ask that they call the contact on site one hour before delivery, so if this is helpful, please provide a name and number as appropriate on your purchase order.  This is not a guaranteed service however, so there will need to be somebody on site to receive the goods.

·         For standard delivery, the selected delivery date is the latest possible delivery day. Our courier’s terms allow delivery up to 24 hours before this date. If you require the delivery on the exact date chosen, please contact us at sales@yourtiles.com as soon as possible. 

·         Drivers are NOT insured to go into any property or take items off a pallet. Under NO circumstances will they be covered to go into communal areas where delivering to a flat, upstairs or into lifts. It is the customers responsibility to arrange for products to be taken into a property once the driver has taken the pallet as close to the entrance as he/she deems possible.

·         On arrival of the pallet, please make sure that all goods are present and intact.  If you see any potential or actual damages, or the packaging is not intact, please mark ‘Damaged’ on the delivery note and contact us straight away.  This enables us to send out replacements free of charge, covered by our haulage insurance.  Any further damages found after unwrapping, will need to be reported within 24 hours in writing. Due to the necessary procedures in claiming the cost of sending replacement tiles, we may need to be provided with pictures of damages, as proof before we can process replacement claims, these can be sent to us via email or mobile phone.

·         It is the Companies expectation that the Buyer or the Buyers representative, will be available to sign for the goods at the point of delivery. If goods are delivered without a signature the responsibility for checking the goods is that of the Buyer.

·         It will be deemed to be acceptable if there are 1 or 2 broken tiles, due to the nature of tiles and in this instance we would recommend that you attempt to use them where cuts are necessary. If you then require 1 or 2 additional tiles to be sent out as replacements, we will do this on the assumption original notification was within the timescale above.

·         Please be aware that if the hauliers are not able to deliver, or the information supplied is not correct and delivery is ultimately not made, the pallet will be withdrawn and a re-delivery charge may be incurred before the pallet is brought back to site. 

·         The Company offer a wide range of standard and special delivery services in conjunction with our own transport and third party contractors. Whilst every effort will be made to deliver goods in line with the desired, requested or committed service, the Company do not accept responsibility for any delay, cost, or consequential loss, how so ever caused for a failed delivery.

·         Our delivery fees are applicable to the UK mainland postcodes only. Customers in Northern Island, The Channel Islands, Scottish Highlands and Hebrides will incur additional delivery charges so please contact us first to confirm costs.

·         The Company cannot, under any circumstances accept any financial demands from the Buyer for late delivery, incorrect supply of goods, or incorrect delivery. The Company respectfully recommends that the Buyer does not book a Tiler or Tradesman, until the goods have been delivered to the desired location, signed for and quality checked. The risk in relation to the goods passes to the Buyer at the point of physical delivery, at the time of delivery.

·         Time shall not be of the essence. The Company shall not be liable to the Buyer, or be deemed to be in breach of the Contract by reason of any delay in performing, or if any failure to perform, was due to any cause beyond the Companies reasonable control. Without prejudice to the generality of the foregoing, the following shall be regarded, although not exclusively, as causes beyond the Companies control; Act of God, Explosion, Flood, Tempest, Adverse Weather conditions, Fire or Accident, War or threat of War, Sabotage, Civil Unrest, Import / Export regulations and embargoes, Fuel availability, Strikes, Industrial action, Raw material availability, Power failure or disruptions and breakdowns in vehicles or machinery.

·         Before fixing, the Buyer should ensure that they are satisfied that the goods supplied, are correct to the original order. All items should be thoroughly unpacked and inspected as soon as possible. Should you have any queries or questions at this stage, relating to the supply, damage, shading or any other fault, please contact us in writing.

·         No claim for shortage on your order will be entertained unless shortage of the goods is reported in writing within 24 HOURS of delivery.

·         The Company must be notified by email, facsimile or in writing, within a maximum of 24 HOURS from delivery relating to any claims by the Buyer relating to any shortage or damage to goods in transit. Failure to communicate problems may result in additional costs for re-supply being incurred and may also increase the re-delivery lead time.

·         Placing multiple sample orders using different names and/or addresses i.e to friends/neighbours is also not allowed for free delivery, any such orders will be cancelled and refunded.

 

9.      CHECKING TILES BEFORE INSTALLATION 

·         Customers must inspect all tiles upon delivery before installation.

·         We cannot be held responsible if a customer proceeds with installation before checking the tiles.

·         If tiles are installed and the customer is unhappy with their appearance, we will not offer a refund, replacement, or compensation.

In the unlikely event of a defect appearing after installation, the customer should contact Customer Services with images via the Contact Us page.

 

10. FIXING PRODUCTS & INSTALLATION 

10.1.                      Installation Advice

·         Any advice provided by our staff regarding fixing products or installation is given in good faith and should be treated as a general guide only.

·         As we do not conduct site surveys, we cannot guarantee that any advice given will be suitable for your specific installation.

·         It is your responsibility to ensure that you purchase the correct fixing products and sealants for the surface and environment where the tiles will be installed.

·         We strongly recommend consulting a professional fitter for guidance on installation requirements.

10.2.                      Use of a Professional Installer

·         We do not offer an installation service.

·         It is your responsibility to ensure that your tiles are installed by a qualified professional.

10.3.                      Liability for Installation Issues

·         We are not responsible for the installation process or for any damage caused during or as a result of installation.

·         Once the tiles are installed, we cannot accept liability for any errors, defects, or issues caused by improper installation, or abrasive chemicals being used.

 

11. CANCELLATIONS

All refunds may be subject to a 1.5% transaction fee depending on the payment method, we avoid this fee where possible.

11.1.                      Cancellation before dispatch

·         If the buyer cancels the order before dispatch, the buyer will be refunded in full including any delivery charge. 

11.2.                      Cancellations after dispatch

·         If the Buyer cancels the order after dispatch, but before physical delivery of the goods, the Buyer will be expected to accept delivery of the goods and take responsibility for the return of the goods to the Company. For more information on returns please refer to our Returns Policy

·         The Buyer can within 7 (seven) working days of receipt, cancel their order. Cancellations should be made via the Returns form on the Contact Us page

·         If the Customer decides to cancel the order, a FULL refund for the GOODS will be issued minus the delivery charge. This does not include Special Order Items which are non-refundable.  

·         If the order is cancelled, the goods must be returned to the Company. The cost for returning the goods is solely the responsibility of the Buyer.

·         The goods must arrive in their original packaging and in a resalable condition, therefore the Buyer, before returning the goods must ensure that the packaging is suitable for the safe return of the product. The cost for any additional packaging will be the responsibility of the Buyer.

·         The Buyer should return goods using conventional haulage and should not use Express or Special Transportation services, unless specifically agreed with the Company, in writing, prior to the goods being returned. All goods will need to be returned to our main distribution warehouse and NOT to our head office.

·         If the original packaging has been opened or is deemed by the Buyer to require improvement, to allow the safe return of the goods, it is the responsibility of the Buyer to repackage the goods, at their cost. The Company will not accept any costs for the re-packing of goods, in any circumstances.

·         Refunds for cancellations will only be processed once the goods have arrived with the Company and have been fully inspected and deemed to be in a resalable condition. The Company reserve the right to amend the amount refunded based on the value of the resalable goods.

·         Refunds on cancellations will be processed as a priority, however, dependent upon circumstances, the administration may take up to 5 working days to complete. The maximum time period to refund any monies will not exceed 60 Days from the receipt of goods. Additionally, please note, any monies paid back to Credit / Debit cards may take a further 3-5 days to show on Customers statements. - However, it may be possible to improve on these timings by contacting your Bank / Card account company.

·         After 7 (seven) working days from delivery, if the Buyer wishes to cancel the order, this action will be deemed to be a 'Return' and be covered by our Returns Policy - see below.

 

12. RETURNS POLICY

12.1.                      Returns Policy Summary:

·         Customers must notify us within 14 days of delivery if they wish to return items.

·         Once notified, they have an additional 14 days to return the goods.

·         Only sck items are eligible for return—Special Order Items cannot be returned.

·         The customer is responsible for return shipping costs.

·         Returned tiles must be in resalable condition, in original packaging where possible.

·         A £20 restocking fee may apply if repackaging is required.

·         Refunds will be processed within 14 days of receiving the returned items. 

Please refer to our Returns Policy Page for full details.

 

13. CONTENT CREATION AGREEMENTS (GIFTED & DISCOUNTED TILES)

13.1.                      Agreement Terms

·         Customers who receive gifted or discounted tiles as part of a Content Creation Agreement are bound by the specific terms outlined in that agreement regarding the exchange of goods and content expectations.

·         This agreement is separate from, but works alongside, our general Terms & Conditions. 

13.2.                      General Terms & Liabilities Still Apply

·         All standard terms and conditions remain in effect, including:

·         Liability disclaimers for installation and customer preference.

·         Responsibility for checking tiles before installation—we cannot accept claims for dissatisfaction once tiles are laid.

·         No responsibility for installation errors or damage caused during or as a result of fitting.

13.3.                      Returns & Exchanges

·         Gifted or discounted tiles are non-refundable and cannot be exchanged unless explicitly stated in the Content Creation Agreement.

·         If a manufacturing defect is identified, it must be reported before installation. Once tiles are laid, we cannot offer replacements.

 

14. LIABILITY & COMPENSATION

We do not accept financial liability for:

·         Delivery delays.

·         Incorrect deliveries resulting from incorrect information provided by the customer.

·         Issues arising from tile installation.

·         Customers should not book tilers or tradespeople until all goods have been delivered, checked, and approved.

·         We do not accept responsibility or offer compensation if the customer is unhappy with the tiles after installation.

·         Once tiles are installed, refunds, replacements, or compensation will not be offered, unless a manufacturing defect is identified.

 

15. FORCE MAJEURE

We are not liable for delays or failure to perform obligations due to circumstances beyond our control, including but not limited to:

·         Extreme weather conditions

·         Supply chain disruptions

·         Transportation delays

·         Strikes or industrial action

 

16. FINAL NOTES

By placing an order, you confirm that you have read and understood these Terms & Conditions. If you have any questions, please contact us before purchasing.