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Terms and Conditions

Terms & Conditions

Please note that “Your call may be recorded for training or monitoring purposes” for all incoming and outgoing calls from any of Tile Supply Ltds phones, this may include all landlines and mobiles.

It is important that you, as the customer, take time to read these Product/ Sale Terms & Conditions carefully as they affect your rights and liabilities on items being returned. 
It also explains the terms under which Tile Supply Ltd makes items available to you via www.tilesupply.co.uk
 
www.tilesupply.co.uk is owned and operated by Tile Supply Ltd, which means that by purchasing the tiles and other products available on this website, 
your transaction will be the responsibility of Tile Supply Ltd.
 
All product pictures for tiles are a representation of the tiles; the colouring may vary due to the colour pixel limitations. 
We do offer an inexpensive sample service to help overcome this problem.
 
This way you can see the tile in person before you place your main order, by using this service you will be able to see the product in person and avoided any returns charges.
Please note that any opened boxes, packs etc will not be refundable/ returnable, this will mean your order will be classed as a part order.
 
Under our returns policy we do not accept part orders back for refunding, credit or exchange. 
This is due to the shading and sizing between batches, in some cases your order may be supplied direct from the manufacture so that it is of the one batch.
 
If Tile Supply does allow the return of a part order, then a 30% restocking charge will apply and the original delivery charge would be non refundable.
Adhesives, grouts and other items that have an expiry date will be non refundable. 
This is due to use by date on the product as it is a perishable product.
 
Tile Supply Ltd does strongly recommend that a sample tile is ordered before you place any main order, and we do offer refunds on all sample tiles.
If you need to see a tile fast we do offer next day delivery on sample tiles.
 
Please note that if you wish to purchase any tile from us without using our sample service first, should you wish to return your full order, 
you accept that the full returns cost and any restocking charges will be the buyers responsibility.
 
As some items may need to be returned to the factory, if a tile is non retunable then you will be advised before the order is processed.
 
Unlike other items sold online Tile Supply Ltd products (tiles) do come as full tile in most cases so you can see the full tile in person, as if you had been in our showroom.
Mosaics and large 30*60 or 60*60 and larger tiles do come as an offcut, as these items are to large, heavy and expensive to ship, 
if you do require a full tile of any of these please contact Tile Supply on 08432894230.

1. Please note that all Business to Business orders will be charged a 30% restocking charge on all returned orders or a 15% handeling/ restocking charge on all cancelled orders that have been packed or processed and delivery costs are non-refundable on all returns.
*The cost in returning the goods to Tile Supply Ltd will be the responsibility of the Buyer (NOT the seller).
**All damages must be reported within 48hrs of delivery and noted on the delivery note.
***All business to business refunds are the sole discretion of Tile Supply Ltd, unless your order required us to specially order additional stock to fulfill your order Tile Supply Ltd may allow to refunds on selected items.
****Please note that non retail terms still apply to Business to Business orders.

Descriptions, prices and product information
1.1 We endeavour to depict items shown on the website as accurately as possible, however, slight variations in items may occur.
Product information is available for your perusal at www.tilesupply.co.uk but if there is anything which you do not understand,
or if you wish to obtain further information about a product/s, please contact Customer Services on 08432894230.

1.2 We make every effort to ensure that prices shown for items are correct at the time the item is added onto the www.tilesupply.co.uk site.
If by mistake, we have miss-priced an item, we will not be liable to supply that item to you at the stated price provided that we notify you before we dispatch the item to you.
In those circumstances, we will notify you accordingly of the correct price so you
can decide whether or not you wish to order the item at that corrected price.
If you decide not to order the item, a full refund will be given on any amount already paid for the item in accordance with our refund policy in section 06 below.

1.3 VAT is charged on this website in all of our prices unless otherwise stated. The price of an item does not include the delivery charge.
This will depend on the delivery method you choose. The rate applicable for the delivery charge will be calculated at the time you place your order.

2. Availability
We try to ensure that the full product range is always in stock and in the event that an item is out of stock it will be labelled as such on the www.tilesupply.co.uk.
When ordering by phone we will tell you if the item is in stock. If for any other reason
beyond our reasonable control we are unable to supply a particular item, we will not be liable to you except to ensure that you are not charged for that item.

Tile Supply Ltd only offer one sample tile order per customer, example one sample tile of the same tile per customer/ address.
Please note that our automated system does check to see if any orders are in breach of Fraud Act 2006 section 2.

3. Payment and Acceptance
3.1 You will be charged at the time you purchase a product if you are making the transaction via phone or online from www.tilesupply.co.uk. You will be unable to make amendments to your order after this time.
(For more information please see section 05 for our cancellation policy below).

3.2 Your order is an offer to buy from us. Acceptance will only be made on the offer at the time of dispatch, regardless of anything we say or do,
at which point a contract for the sale of any product will subsist between you and Tile Supply until Tile Supply dispatches the product(s) ordered. We will confirm that the product(s) have been dispatched by a confirmation email. This confirmation e-mail amounts to an acceptance by Tile Supply of your offer to buy goods from Tile Supply or a third party supplier that is engaged on your behalf by Tile Supply (whether or not you receive that e-mail).
We may decline to supply an item to you at any point up until the time of dispatch. If we decline to supply an item to you and you have already paid for it, we will give you a full refund of any amount already paid for that item in accordance with our refund policy.

3.3 Where items are dispatched separately, our acceptance of the order in respect of each item takes place when that item is dispatched.

4. Delivery

All deliveries will be the time quoted from the day of dispatch not when the order is placed.

4.1 Tile Orders
Deliveries are carried out, by our couriers, within 1-5 working days of the date of your order, or on the date requested when your order is placed.
Tile Supply Ltd only offer one sample tile order per customer, example one sample tile of the same tile per customer/ address.
Please note that our automated system does check to see if any orders are in breach of Fraud Act 2006 section 2.

4.2 Parcels & Sample's
Deliveries are carried out, by our couriers, within 1-5 working days of the date of your order, or on the date requested when your order is placed.

4.4 Delivery Dates
Deliveries will be made Monday - Friday between the hours of 8.00 a.m. and 6.00 p.m. unless otherwise notified.
Whilst we make every effort to deliver all your items within 28 days of the date of your order or your requested delivery date, we shall not be liable if we fail to do so in part or in full due to circumstances beyond our control.
We shall contact you to let you know if we are having any problems getting an item to you within that time.
Please DO NOT book any trades people till you have received and check your goods.
All deliveries will be the time quoted from the day of dispatched NOT when the order is placed, unless stated otherwise.

4.5 We offer delivery by
Parcel Courier for all orders less than 20-30kg 1-5 working days from the date of your order, or on the date requested when your order is placed. (UK Mainland)
If the order is over 30kg is will most likly arrive on a pallet.

Standard Delivery 2-5 working days from the date of your order is processed, only available for England, Wales & Scotland.

Other delivery information
4.6 The cost of delivery will be calculated at the checkout based on the total weight of the order.

4.7 Unless confirmed by us in writing, delivery shall not be made by instalments. If your order consists of more than one item, and part of your order is unavailable, we will contact you and arrange for delivery of the whole order when all units are available.
If you are not at home for a pre-arranged delivery then we reserve the right to charge you a further £45 to re-deliver your order.

4.8 No less than 24 hours notice is required if you wish to change the delivery date before the order is dispatched

4.9 On delivery if it is a pallet, our driver will only deliver it to the roadside near your door, still packaged. He/she is not
insured to take it inside your house or upstairs so you will need to arrange getting the items where you need them.
Please bear this in mind when ordering heavy goods. Delivery drivers are also not insured to carry any small items into the house.
Furthermore, our carriers reserve the right to take pictures of the product once offloaded at your delivery address.

If you have any access problems please let us know in the order information when placing your order.

4.10 Check your goods
Please check the product thoroughly on it's arrival to ensure that it is exactly what you ordered and expected.
Check the colour, style, size and shape of the products.
Any anomalies should be reported within 48 hours of delivery by phone or email. For cancellation information see section 05 and for refunds see section 06.
Proof of Delivery should be signed upon the delivery of your product/s and an item
count should also be conducted by you. This will then act as conclusive evidence that you have received your order.
By placing an order you are authorising us to accept signature from another person on your behalf if you need to sign for an item and you are not present at the time of delivery. Ownership of an item will not pass to you until we have delivered the item to you (either directly, or by leaving it with a neighbour).
When an item is delivered, risk of damage to or loss of the item passes to you.

All product pictures for tiles are a representation of the tiles; the colouring may vary due to the colour pixel limitations. All natural stone tiles will vary in texture and finish as no two tiles are the same. We do offer an inexpensive tile samples to help overcome this problem.  Each sample tile will be priced accordingly.
This way you can see the tile in person before you place your main order. This will mean you do not have the cost in returning any tiles you do not want.

4.11 Subject to the other provisions of these conditions we shall not be liable for any direct, indirect or consequential loss. All three of which terms include, pure economic loss, loss of profits, loss of business, depletion of goodwill and similar loss,
costs, damages, charges or expenses caused directly or indirectly by any delay in the delivery of the Products.
If at any time you, as the customer, fail to accept delivery of any of the product/s when they are ready for delivery
or we are unable to deliver your order on time due to health and safety risks we will have no further liability under the Contract.

5. Cancellation of order
5.1 We would be grateful if you could notify us of a cancellation as soon as possible.

5.2 We will be able to cancel the order if the item/s have not yet been dispatched to you and we will refund payment in accordance with our refund policy in section 06 below. In the case that the item/s have been dispatched to you and we are unable to cease delivery, please sign for the delivery and return the goods to us and we will refund in accordance with our refund policy in section 06 below. Alternatively, if you have already taken delivery or collected please follow the procedure under 'Non-faulty items' in section 08 below. Please note that any charges in returining the products to Tile Supply Ltd will be the responsibility of the buyer/customer.

5.3 All cancellations and returns must be processed via the www.tilesupply.co.uk helpline, 08432894230.
Or you can email at info@tilesupply.co.uk.
Products must not be returned directly to Tile Supply. No refund will be given and
a charge may be applied to return the item/s to the manufacturer.

6. Refund policy
6.1 Returns must be fully packaged, unused and undamaged.

6.2 To receive a refund the customer should either return the products to Tile Supply ltd (with Tile Supply ltds authorisation) under the seven days distant selling regulations, or the customer must let Tile Supply ltd know within 7 working days of delivery.
This will enable Tile Supply ltd to process the refund amount due to the customer as soon as possible, within 30 days of the day the you/the customer has given notice of your cancellation.
Refunds will be issued on full orders only and the customer will be responsible for the cost of returning items to Tile Supply ltd.
Please return the products as new and in their original packaging.
They must be unused and in the same condition it was delivered.
 In this case, Tile Supply ltd will refund the price of the product in full, however, the customer will be responsible for the cost of returning the item to Tile Supply ltd and a re-stocking fee of 30% may apply..
Under no circumstances must the products be returned to Tile Supply ltd without their authorisation.
If it is, it will not be accepted and charges may apply.

6.3 Orders that are cancelled once the goods have been dispatched from Tile Supply ltds distribution centre will result in a refund of the products, minus any costs
incurred by Tile Supply ltd in recovering the items back to their distribution centre, plus a 30% restocking charge may apply.

6.4 The customer will be notified of a refund via email when the product has been examined by Tile Supply ltd for defects in a reasonable amount of time.
Tile Supply ltd will usually process the refund due to the customer as soon as possible and in any case, within 30 days of the day we confirm to the customer via e-mail that the they are entitled to a refund for the defective product.
A full refund will be given for defective products that are returned by the customer where the defect is not caused by them or any other persons.
This includes a full refund in delivery charges for sending the item to the customer and the cost incurred by them in returning the item to Tile Supply ltd.

6.5 The customer is responsible for checking that the product has not been damaged in transit.
Any products that have been damaged must be documented on the delivery note by the delivery driver who will also note the time of delivery.
As a result, the customer must then decline delivery.
Tile Supply ltd must be notified of any damages as soon as possible.
Tile Supply ltd will not accept claims for products damaged in transit that were signed for as being in good condition.

6.6 Tile Supply ltd will usually refund any money received from the customer using the same method originally used by them to pay for their purchase.

7. Returns instructions
We hope that the customer will be happy with their purchase but should they wish to return an item, they will need to please follow the instructions below.

7-A. Non-faulty items
7.A1 Under the distance selling regulations, products that have been delivered to the customer allow a return period of 7 working days from the delivery date.
This is provided that no attempts have been made to use or fit the product/s and provided that the products have not been damaged in any way.
Tile Supply ltd reserve the right to refuse to take back any products that have been tampered with or damaged in any way.
This does not affect the customers statutory rights.

7.A2 If the customer wishes to return an order they may only return full orders as Tile supply ltd will only accept full orders due to high delivery costs.
It is the customers responsibility to return any cancelled orders, out of which will be taken any fee's incurred to return said order with the customers authorisation.
This will be the responsibility of the customer and not that of Tile Supply ltd.
An additional charge will be applied to cover the costs for any damage to the products that may have occurred whilst the products have been in the customers possession.

Please note that all items from the order will need to be returned in the condition it was originally received as any damaged items will not be refunded.
The customer will need to fill in a refund form found at the bottom of tile supplys website www.tilesupply.co.uk underneath the heading 'customer services'.


7.A3 The customer will be deemed to have accepted the item if they do not return it after Tile Supply ltds reasonable attempts to recover it.
At this point, a new purchase contract will be made and the customer will be charged for their order at the price then set out on Tile Supply ltd website.

7-B. Faulty items
7.B1 The customer must inform Tile Supply ltd of any defects within 48 hours of delivery and the customer agrees to check the products on receipt.
If there are any obvious defects to the product at the time of delivery the customer agrees to note this on the Proof of Delivery slip.

7.B2 If the customer finds a fault with a product after it has been fitted, Tile Supply ltd reserve the right to request the manufacturer or a registered engineer to contact the customer or make a house visit to confirm the fault.

7.B3 If the products are faulty the customer may return the product free of charge by calling the www.tilesupply.co.uk helpline: 08432894230 or email support@tilesupply.co.uk or fill in the damage report form on the www.tilesupply.co.uk website. this can be found at the bottom of the page underneath the heading 'customer services'.
On no account must products be returned directly to Tile Supply ltd without notifying them.
No refund shall be given if the customer returns the products directly to Tile Supply ltd and a charge may be applied to return the goods to the manufacturer.

7.B4 Tile Supply ltd shall endeavour to transfer to the customer the benefit of any manufacturer's guarantee given to Tile Supply ltd.

7.B5 If Tile Supply ltd arrange for an item to be repaired, please also send a copy of the invoice which accompanied delivery.
Failure to show that the customer purchased the item from Tile Supply ltd may result in the repair becoming chargeable.
(If a repair is chargeable, Tile Supply ltd will inform the customer in advance.)

7.B6 Depending on the manufacturer's current work load means that the repair turnaround time varies.
Tile Supply ltd will not accept any claims for losses the customer suffers during this time.

7.B7 If a fault is caused by accident, misuse or negligence, or it occurs outside the warranty period, it will not be covered by the manufacturer's warranty.
Service estimates for an item not covered by the manufacturer's warranty will be chargeable.
 An estimate will be emailed (or sent to the customer by post if Tile Supply ltd does not have an email address for the customer) and confirmation of acceptance is required within 10 days.
If acceptance is not received, the item will be returned to the customer un-repaired and the customer may still be charged.

7.B8 If the customer would like further information about their legal rights, they can contact their local Trading Standards Department or Citizens Advice Bureau.

8. Payments
8.1 Tile Supply accepts MasterCard, Visa credit and debit also solo.
Unfortunately we do not accept American Express.

8.2 Your credit/debit card details will be encrypted by the Tile Supply Site
to minimize the possibility of unauthorized access or disclosure.

8.3 At the time of order, authority for payment must be supplied. If there is a problem taking payment
for all or part of your order we will contact you by email (or by telephone if you have not given us an email address).

9. Our responsibility to you
9.1 If we are in breach of these Terms & Conditions, we will only be responsible for any losses that you
suffer as a result to the extent that they are a foreseeable consequence to both of us at the time you make
the relevant order. Our products are for personal use only and our liability shall not in any event include
business losses such as lost data, lost profits or business interruption.

9.2 This section (section 09.1-3) shall not limit or affect our liability resulting from any products sold being found to be unsafe or if something we do negligently causes death or personal injury.

9.3 Our liability to you in connection with any order will not exceed the total price charged for the items.

10. General
10.1 You may not transfer any of your rights under these Product Terms & Conditions to any other person.
We may transfer our rights under these Product Terms & Conditions to another business where we reasonably believe your rights will not be affected.

10.2 If you breach these Product Terms & Conditions and we choose to ignore this,
we will still be entitled to use our rights and remedies at a later date or in any other
situation where you breach these Product Terms & Conditions.

10.3 We shall not be responsible for any breach of these Product Terms & Conditions
caused by circumstances beyond our reasonable control.

10.4 Except where specifically set out in these Product Terms & Conditions,
all use of your personal information will be made in accordance with our Privacy Policy.

10.5 These Product Terms & Conditions are subject to English law. We will try to solve any disagreements quickly and efficiently.
If you want to dispute the way in which we deal with any disagreement and you want
to take court proceedings, you may do so in England, Scotland, Wales or Northern Ireland.

11. Colouring / Shading / Size of Tiles
Colouring and shading of tiles may vary due to manufacturing process.
This includes tiles within the same range and over a short time period,
tiles are produced in batches and shading variations may even occur within the same batch.
If samples are ordered through the website, Tile Supply can not guarantee the actual tiles will be the identical colour and shade match when ordered so samples should only be ordered as a guide. Tiles in the same batch may vary up to 3mm in sizes.

12. Customer Services
If you have any queries, please Contact Us on 08432894230, www.tilesupply.co.uk is owned and operated by Tile Supply Ltd.
You agree that e-mail can be used as a long-distance means of communication.

13. Our right to vary these terms and conditions
13.1 The right to revise and amend these terms and conditions from time to time is reserved by us in order to reflect
changes in market conditions affecting our business, changes in technology, changes in payment methods, changes
in relevant laws and regulatory requirements and changes in our system's capabilities.

13.2 We have the right to revise and amend these terms and conditions from time to time to reflect changes in market conditions
affecting our business, changes in technology, changes in payment methods, changes in relevant laws
and regulatory requirements and changes in our system's capabilities.

14. Law and Jurisdiction
Contracts for the purchase of Products through our site will be governed by English law.
Any dispute arising from, or related to, such Contracts shall be subject to the non-exclusive jurisdiction of the courts of England and Wales.

15.Collecting Payment or ChargesOwed to Tile Supply LtdDue To Breach of Terms & Conditions

Please note that any charges raised on an order due to not accepting it will have to be paid to Tile Supply Ltd.
Please do not get rid of any damaged tiles without Tile Supply’s permission as you will have to pay for the damaged tiles and the replacements.
We will confirm to you in email letting you know that it is ok to get dispose of the tiles (after 21 days you do have the right to dispose of the damaged tiles if we have not advised otherwise).

Tile Supply Ltd will send invoices in the post or by email for any cost that we have incurred due to breach of our Terms & Conditions.
Please note that we may use a collection company to collect any payments if you do not pay any invoice that Tile Supply Ltd send to you within 7 working days.
If we have to use a collection company then a further 30% + £50 + Vat charge will apply to the amount owed to Tile Supply ltd

Charges will apply if you

*Dispose of damaged tiles with out our permission
*Do not return tiles you have had a refund for
*Do not pay invoices
*Claim the product is faulty when it is not
*Refuse delivery as you have changed your mind or you want to cancel the order without our permission
*Send part of the order back with the delivery company, without our permission
*Breaching any other part of our Terms & Conditions

V1.05 Changed 25-01-2012

 

16. Due to the increasing amount of customers unwilling to sign for orders, please note that you do have to sign for all orders,
if you fail to take delivery of an order then any charges involved in returning the goods to us will need paying within 7 working days from the date of delivery of the invoice.
Also if we have to involve a collections company to collect payment just for your invoice then the whole collection charge of a minimum of £250 ex vat will be chargeable.
If there is more than one customer to collect a payment from then the £250 ex vat charge will be split between customers up to a maximum of 5 collections.

16A. Please note that if you request orders to be left without a signature the order will not be left, by placing an order with Tile Supply Ltd you agree to sign for your order and not to request for it to be left without a signature.

Section 16 added 08-03-2012 20:03

 
 © Copyright Tile Supply Ltd (Reg.No.6872665 - VAT No.111 0409 84) 2009 - 2014 All rights reserved