Terms and Conditions of Sale

Tile and Floor Terms and Conditions

Terms and Conditions of Sale

Please read these Terms and Conditions before placing your order.  All orders should be placed online on this site using our secure checkout and payment methods, or by telephone in circumstances where ordering online is not possible.

We are Tile & Flooring Centre Ltd, a company registered in England & Wales.

Our company registration number is 06605813
Our registered office is 1 Mile End, London Road, Bath BA1 6PT

Our VAT registration number is: 139480745

Throughout these T&Cs, ‘we’, ‘our’ or ‘us’ refers to Tile and Flooring Centre Ltd t/a Tile and Floor. ‘You’, ‘your’ or ‘yours’ refers to the customer. 

These terms and conditions set out the basis on which you can use and place orders for items on this website.  These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms or require any changes, please contact us to discuss.  By ordering goods from this website, you are deemed to have understood and accepted these terms.  These terms and conditions are correct at the time of going to press.  If any of this information changes we will tell you by updating the terms and conditions on this website www.tileandfloor.co.uk

You may contact us at this address or by email [email protected] or call us on 01225 310561. If we have to contact you we will do so by telephone or by writing to you at the email or postal address you provided to us on your order. We will use the personal information you provide to us to supply the products to you and to process your payment for the products.

When we use the words “writing” or “written” in these terms, this includes emails.

1.     Our contract with you

After placing an order, you will receive an email from us to acknowledge that we have received your order.

If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product, or because we are unable to meet a delivery deadline you have specified.

We will assign an order number to your order and tell you what it is when we accept your order via email confirmation. It will help us if you can tell us the order number whenever you contact us about your order. Following formation of the contract Tile & Floor shall continue to own any goods ordered until it has received payment in full.

2.    Your right to make changes

If you wish to make a change to the product you have ordered, please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.

Our right to make changes

We may change the product to reflect changes in relevant laws and regulatory requirements, and/or to implement minor technical adjustments and improvements. These changes will not affect your use of the product.

3.    Prices

We display both ex-VAT and inc-VAT prices on each product page, please ensure you are aware of the applicable VAT rates before placing your order. Due to circumstances beyond our control, prices may have to be altered up or down, including any alterations to the rate of value added tax. All prices shown are cash prices in sterling.

The current prices of the product will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the prices of products on the website and on your order are correct. However, it is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. If the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated, we will contact you for your instructions before we accept your order. 

If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mis-pricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.

Price Breaks & Discounts

We offer quantity-based discounts on our website, which are automatically applied to the basket if you qualify.

 If you qualify for a quantity-based discount and at a later date decide to return items, if the quantity returned brings you below the discount threshold, this will be taken into account when processing the refund. This means that you will be refunded the value of the returned items (minus applicable fees) and with the subtraction of the discount you initially received, based on the higher quantity of items to which you no longer qualify for.  If you are unsure what this means, please contact us before ordering.

All Promotion Thresholds Exclude VAT.

4.    Availability

All orders for products are subject to availability.

Occasionally we ship directly from the manufacturers, so stock is generally available all of the time, but is not guaranteed. You will receive a delivery date confirmation within 2 working days of placing your order and it is at this point that we are confirming we do have sufficient stock to supply your order, within the specified delivery timeframe that you select upon checkout. If you do not receive a delivery date confirmation email within 2 working days of order, this means we have not accepted your order and you should make contact with us to discuss why this may be.

We reserve the right to cancel or delay orders if stock is not available; in such instances we will make contact with you first to confirm the most convenient option for you.

5.    Descriptions, measurements & colour reproduction

Tile & Floor takes great care when capturing photography to achieve accurate colour representation. The limitations of colour reproduction and the individual colour settings of your device may mean a slight variation from the actual colour of products. Colours, tones and patterns may vary, due to the characteristics of natural materials and batch related products.

Every reasonable care has been taken to ensure that the measurements, specifications and descriptions of products are accurate and up to date, however there could be exceptions. 

6.    Delivery charges

All product deliveries are subject to a charge which is based on the weight/size of your order. All standard deliveries are made by couriers (company variable) to kerbside and can be received up to 3 to 5 working days from order. All available delivery options for your order can be selected at the check-out.

The costs of delivery will be as displayed to you on our website.  The cost for delivery is in addition to the price of materials and is subject to VAT. 

7.    Supplying and delivering the products

We will ship from our warehouse or directly from the manufacturers. This means that larger orders with multiple product lines could be delivered separately if they are manufactured and held at different locations.

The time taken for your goods to be delivered will depend on your chosen method of delivery and no delivery timeframes are guaranteed.

If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

Orders are delivered to the kerbside on pallets. Palletised deliveries are made with a large lorry and the consignment is deposited with a pallet truck. . It is the customer’s responsibility to report any access issues such as overhanging trees, narrow streets and steep or uneven surfaces. 

The driver is not authorised to unload goods from the pallet and is only authorised to leave the materials at the edge of the premises. A tail-lift is available on request but can only be used on level ground. If the freight is not suitable to offload via a tail-lift vehicle, a forklift truck may be required. 

You must ensure a responsible person is available at the delivery address to supervise the offload, sign for and safely store the Goods. The driver is not authorised to unpack products and move them from the place of delivery.

You must make us aware of any restrictions which may impede a lorry with a 13.6m trailer.  

Failure to comply with these obligations means we may be unable to deliver the Goods. In this case, they will be retained by the haulier and you will be responsible for storage and redelivery charges.

If no one is available at your address to take delivery, our couriers will leave you a note informing you of how to rearrange delivery/where to make a collection in accordance with their terms. Please note, as we use third party couriers, we cannot guarantee that they will leave a card in such instances. If the date of your delivery has passed and you have not received the goods, please contact us. We can also arrange to leave items in a “safe place”, so long as you contact us in writing prior to the delivery date. 

If, after a failed delivery to you, you do not re-arrange delivery, or despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection within a reasonable time, we may end the contract with you. In such cases, we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract, this includes in most cases a 25% re-stocking fee for items that have left our depot.

8.    Risk and property

Risks including breakages, loss and damage of goods will pass from us on to you once the goods are delivered or collected. However, ownership will not pass to you until we have received full payment of cleared funds.

9.    Order defects and issues

Products need to be checked on delivery to ensure those delivered match your order. Any breakages or damage should be recorded on the delivery note and this, together with accompanying images to evidence this damage, should be emailed to us on the day of delivery. Any shortages should also be reported within 24 hours of delivery.

A member of our team will work with you to arrange despatch of replacements as swiftly as possible. 

10.    Unpacking, stacking and storing

Please take care when unpacking the goods. Straps and packers may need to be removed before the goods are removed from their packaging. They should always be stacked and stored vertically (on edge), but not on a hard surface, as this may cause unnecessary edge chipping.  

Stone tiles may need to dry out before the installation process begins. Please ask your fitter to advise you if this is the case. Timber products should be given sufficient time to acclimatise in the property before fitting.

11.    Late deliveries

Claims for lost or non-delivered goods will not be considered until 7 working days after the date of despatch, however our best efforts will be made to locate or replace lost items in the delivery network, as soon as we are notified of the issue.

You have legal rights if we deliver any products late. If we miss the delivery deadline for any products then you may treat the contract as at an end straight away if any of the following apply:

  • Delivery within the delivery deadline was essential (taking into account all the relevant circumstances);
  • Or you told us before we accepted your order that delivery within the delivery deadline was essential.

If you do not wish to end the contract straight away, you can give us a new deadline for delivery, which must be reasonable, and you can then end the contract if we do not meet the new deadline.

If you do choose to end the contract for late delivery, you can cancel your order for any of the products or reject products that have been delivered. If you wish, you can reject or cancel the order for some of those products (not all of them).  After that we will refund any sums you have paid to us for the cancelled products and their delivery. If the products have been delivered to you, you must either return them by arranging a courier to bring them back to our warehouse, or by allowing us to collect them from you. We will pay the costs for the carriage/collection in such circumstances. Please call customer services on 01225 310561 or email us at [email protected] for a return label or to arrange collection.

The product(s) will be your responsibility from the time the goods are received at the specified delivery address, to the point they are collected by our couriers for return. If you decide to use your own couriers, it is your responsibility to ensure sufficient insurances are in place in case of further damage or loss of goods. In cases where you use your own courier, the items will be yours/the courier’s responsibility until they are received back at our warehouse.

12.    Suspended products

We may have to suspend the supply of a product to:

  • make minor technical changes;
  • update the product to reflect changes in relevant laws and regulatory requirements;
  • deal with unforeseen supply issues

We will contact you to tell you we are suspending supply of the product.  If we have to suspend the product we will adjust the order price so that you do not pay for products while they are suspended. You may contact us to end the contract for a product if we suspend it.

13.    Making payments

We accept payment with MasterCard, Visa, Paypal, American Express & Maestro. You must pay for the products before we despatch them. By placing a telephone order or by completing and submitting the electronic order form including your payment details, you are making an offer to purchase goods which, if accepted by us, will result in a binding contract. Payment will be refunded to you if your offer is later refused or rejected by Tile & Floor or its suppliers.

Payment for Goods and services, whether full or part payment, must be made within the time specified. Any amounts remaining unpaid will incur interest at the rate of 2.5 % per month of the outstanding balance.

By Telephone

We can take orders over the phone or by a pro-forma invoice, however we can only do this in circumstances where it is not physically possible for you to place an order online yourself. To make a payment using telephone or to arrange a pro-forma invoice, call us on 01225 310561.

By Internet

Please visit www.tileandfloor.co.uk

Shopping with Tile & Floor using a Credit or Debit Card

Please pay for items as they are ordered by credit or debit card or PayPal. You will not be charged additional fees for the chosen payment method used.

14.   Cancellation/returns (ending your contract):

If faulty or mis-described:

It should be noted that natural and batch related materials will have unavoidable variations in colour, tone and pattern from the samples you see, often only subtle. As a result we are not able to accept returns of goods based on these factors.

If your goods are faulty or mis-described, you may have a legal right to end the contract (or to get the product repaired or replaced).  Nothing in these terms will affect your legal rights.  Below in the box is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.

If your product is goods, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected life of your product your legal rights entitle you to the following:

  • up to 30 days: if your item is faulty, then you can get a refund.
  • up to six months: if your faulty item can’t be repaired or replaced, then you’re entitled to a full refund, in most cases. This does not include instances where products have not been fitted as per the manufacturers guidelines and have therefore failed.

If you wish to exercise your legal rights to reject products you must either post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection and will refund you the price you paid by the original method that you used for payment. Please call our team on 01225 310561 or email us at [email protected] for a return label or to arrange collection.

Other reasons:

You may also end your contract if for example:

  • We have told you about an upcoming change to the product or these terms which you do not agree to;
  • We have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
  • There is a risk that supply of the products may be significantly delayed because of events outside our control;
  • We have suspended supply of the products for technical reasons, or notify you we are going to suspend them, in each case for a period of more than 10 days.

In which case, the contract will end immediately and we will refund you in full for any products which have not been provided.

If you change your mind:

Under the Consumer Contracts Regulations you have the right to cancel your order, if you change your mind, as long as you do so no later than 14 days after the day on which you receive the goods or service. You must inform us of your wish to cancel in writing either by letter, email ([email protected]) or by calling 01225 310561 within a period of 14 days beginning on the day after the day you receive your goods.

You must take reasonable care of the goods and not use them, nor mix them in inseparably with other items. You should arrange delivery of the goods back to us in their original condition and packaging, wherever possible, within 14 days of informing us of your wish to cancel.  If you return goods to us, we will not be responsible for any loss or damage to them during transit.  

If goods are lost, or damaged in any way, we may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods.   The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered by a more expensive express method, then we will only refund what you would have paid for the cheaper delivery option. 

For full details of your rights under the Consumer Protection Regulations, please contact your Citizens Advice Bureau or a Solicitor. Full details of how to return goods can be found in the returns section. Express Delivery Charges will not be refunded if you cancel or return your order unless the product is faulty or does not fit the description given.

If you have changed your mind, your refund will be made within 7-10 days from the day on which we receive the product back from you.

Where multi-buy discounts have been taken, if you later return any of the items you will not be entitled to the discount.

15.    Exceptions to the Returns Policy

Returned items which are not in new or unused condition may not be fully credited to your account unless they are faulty or damaged. We are also unable to accept returns for items such as bonds or adhesives, as they are classed as perishable items.

16.    Complaints

If you do have a complaint please write to Tile & Floor, 1 Mile End, London Road, Bath BA1 6PT, call 01225 310561 or email [email protected]  We welcome and learn from complaints. We aim to deal with complaints speedily and sympathetically. All complaints are logged, investigated and replied to. 

17.    Our responsibility for loss or damage suffered by you

If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity. In addition, we are not liable for the damages, costs or loss of business in circumstances where our products have not been installed as per the manufacturer’s guidelines, or in line with UK building regulations.

18.    Copyright

All associated artwork is copyright of Tile & Floor and/or our suppliers.  It is prohibited for any images to be downloaded from this site and reused without our express written agreement having been first secured from Tile & Floor.

19.    Law

Each of the clauses of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

These terms are governed by the laws of England and Wales.

We reserve the right to amend these terms and conditions at any time. Your statutory rights are not affected.

Should you have any questions, please contact a member of the Tile & Floor team on 01225 310561.