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 the following Postcodes are liable to pay an extra delivery charge: DG, EH, G, KA, KY, LL, ML, PL, SA, TD, TR, DD, FK, PH, AB, IV, KW, PA, PH, BT, IE, HS, ZE, PO, IM, GY
Please contact us if you live in these zones before making a purchase as there will be an extra charge for delivery.
DELIVERY TERMS
1. If your delivery address is in an area that has narrow roads and/or height restrictions please add note to seller and we will request a smaller vehicle.
2. 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.
3. Please make sure that the delivery site has no access restrictions.
4. 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.
5. 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.
6. 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.
7. 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.
8. 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.
9. 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.
10. 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.
11. 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.
12. 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.
13. 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.
14. 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.
15. No claim for shortage on your order will be entertained unless shortage of the goods is reported in writing within 24 HOURS of delivery.
16. 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.
RETURNS
1. To request a return please use the return form.
2. All goods will need to be returned to our main distribution warehouse and NOT to our head office.
2. Upon receipt of the return request we will contact you to arrange return/collection. Any costs incurred will be paid by the customer.
3. You may be asked to use your own delivery service if this is deemed to be the cheapest option.
4. The Buyer may return complete boxes of tiles to the Company within 1 calendar month of delivery, provided the goods are in saleable condition. This offer applies to stock items only; any specially ordered items will not be accepted for return under any circumstances. The re-stocking charge will be £20 plus VAT. This figure will automatically be deducted from any refund transaction.
5. Once goods are received and checked. Refunds will be processed as a priority, however, dependent upon circumstances, the administration may take up to 3-5 working days to complete. Additionally, any monies paid back to Credit / Debit cards may take a further 3-5 days to show on Customers statements.
