Terms and Conditions

TILESDIY.CO.UK

Definitions:

“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.

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Ordering

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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.

•   The company does not accept any liability for all the issues aforementioned.

(d)    We always recommend that our customers order 5% to 10% extra tiles to cover wastage whilst installing.

•   This should avoid the risk of extra tiles purchased later not matching the original shade and calibre along with additional delivery charges.

(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.

•   This implies that there could be an acceptable variation in the size of the tiles you receive compared to the nominal sizes mentioned on the website, and it does not indicate that the tiles are faulty or of inferior quality. 

(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.

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Samples

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At Tiles DIY we encourage our customers to always purchase a sample before placing an order.

•   This allows you to check the colours, patterns and finishes on any number of single tiles to ensure that you will be completely happy with your final selection.
•   The appearance of tiles in your own environment can be quite different to that of what you see in one of our stores or on our website.

(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.

•   The cost price of the sample will only be deducted if an order is placed

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Delivery

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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.

• Please be aware the delivery is made by a third-party delivery company and the driver will not be able to assist in unloading the pallet or helping to bring the goods inside your property.
• Some tile boxes weigh more than 30kg each and we recommend ensuring you have arranged help on the day of delivery if you need it.
• We work closely with our third-party delivery company to provide the best possible delivery service for our customers at a reasonable cost, although please remember they are not fully under our control.

(b) We strongly recommend that you should order your tiles well in advance of your planned installation date

• We will not under any circumstance be held liable for financial losses resulting from late or incorrect deliveries.

(c) Failed deliveries will incur a redelivery charge per pallet determined by the logistics company.

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Returns & Cancellations

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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.

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If you are a registered customer, to proceed with your return request please click > here

•  Find your related order under "My Orders" and simply click on "Return" to submit your return request. It's that easy.  

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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. 

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Damaged or Incorrect Tiles

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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.

•   Supporting evidence MUST be provided
•   In the unlikely event where you purchase goods from us that are found to be defective within the guarantee period, we shall (at our discretion) repair or replace the product(s).

(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.