“Agreement” means the agreement by which you agree to purchase and we agree to sell the Goods. “we” and “us” means Q1 Tiles Limited (incorporated in England and Wales under company number: 13112891. VAT Number: 413896085, Telephone Number: 020 3151 2244 and “you” means the customer.
Once you have placed an order with us and your payment has been authorised by your card provider, we will send you an email to confirm your order.
(a) It is important you check the products, quantities and prices at the time of order as we are only able to amend your order prior to dispatch.
(b) Any amendments made to an order after dispatch will incur further delivery costs.
(c) In the unlikely event where factors such as unexpected stock availability issues or logistical challenges are presented, we may need to contact you and offer an alternative service, product or cancel your order prior to dispatch.
(d) We always recommend that our customers order 5% to 10% extra tiles to cover wastage whilst installing.
(e) Due to the artificial manufacturing process of tiles, a certain level of tolerance is established regarding the actual sizing of both ceramic and porcelain tiles. The acceptable range for tile tolerance, whether 'non-rectified' or 'rectified,' is within +/- 3mm. Although it is uncommon for tiles to deviate by such an extent, these variations are considered acceptable. It is recommended to use a grout line ranging from 3 to 5mm to accommodate any size discrepancies, especially for tiles larger than 400mm. For more information, you can click here.
(f) We confirm receipt of all online orders by email hovewer this does not commit us to accept the order.
(g) We accept an online order when the products are despatched to you or you collect them. Until then we have the right to cancel for any reason and if we do so we will refund what you have paid.
At Tiles DIY we encourage our customers to always purchase a sample before placing an order.
(a) 10x10cm samples are free of charge
(b) Full sized samples are chargeable, and the sample price and size will vary dependant on the product selected.
Most of our deliveries are made on pallets and these will always be delivered “kerbside”.
(a) This means your tiles will be left secured to the pallet at the nearest external location of your property which has a flat hard surface leading from the delivery vehicle with a tail-lift. The pallet is manoeuvred using a hand pump truck that cannot operate on soft ground or loose gravel.
(b) We strongly recommend that you should order your tiles well in advance of your planned installation date
(c) Failed deliveries will incur a redelivery charge per pallet determined by the logistics company.
Returns & Cancellations
We offer a 30-day Money Back Guarantee on any unused products returned in original unopened packs and a 14-day Order Cancellation Service
(a) Customers are required to arrange and pay for transport and insurance of the goods, and all returns must be sent in the original unopened packaging to our warehouse.
(b) Delivery costs (plus an extra service fee for AM / PM / Saturday deliveries only) and restocking fee will be deducted from the refund amount if the order is cancelled after it has left our warehouse.
(c) All refunds will be made via the original method of payment. Once our warehouse has confirmed that we have received the goods back in an acceptable condition, refunds will be processed within 4-5 working days.
(d) Perishable goods such as Adhesives, Grouts and Silicons are non-refundable and we are unable to accept returns of any leftover bags or packages.
If you are a registered customer, to proceed with your return request please click > here
If you are NOT a registered customer, simply send us an e-mail at [email protected] providing your order number and uploading a picture of your products prepared for transport prior to the actual return.
Damaged or Incorrect Tiles
All our outgoing deliveries are professionally packed and quality controlled to ensure that you receive the correct goods in perfect condition.
(A) However, tiles are fragile and occasionally some can be damaged in transit.
Drivers are instructed 20 minutes to wait during the delivery, customers are responsible for making the first inspection of their deliveries within 20 minutes and reporting any visible damages to the driver and to us taking pictures at the time of delivery.
(B) Simply email us at [email protected] including images showing the damaged tiles.
While the delivery driver is present, you must do a quick visual inspection of your order. Any noticeable damage to the pallet from the outside must be reported to the driver and noted on the delivery papers.
(C) Due to the fact that we are unable to make any damage in transit claims to the logistics firm after 48 hours, no responsibility for damaged tiles, shortages, or erroneous products can be accepted after 48 hours / two working days (Mon - Fri) from the receipt of goods.
(D) Our entire liability to you shall be limited to the price you paid for the goods and we shall not be held responsible for any consequential or other financial loss that you may seek to claim regarding the tiling or flooring job you are carrying out.
(E) Once the tiles have been used in any way, we are unable to exchange or compensate for any costs incurred. Your use of the tiles or flooring implies acceptance of them. Please inspect all of your tiles or flooring (in terms of quality, color, and condition) before you begin fixing to ensure they are as ordered. This should be completed prior to sealing, cutting, or fixing the tiles and or flooring.