Delivery and returns
Please see details of our delivery and returns policy.
All deliveries are made using lorries with tail-lift and pallet truck, the goods will be unloaded to kerbside with solid level ground to nearest customers property (normally concrete, tarmac or similar solid paving). Customers can request for alternative transport at additional cost. Customers must advise of any parking restrictions or known issues that may affect delivery in writing or email before delivery. Failure to do so may incur extra charges which must be paid before delivery.
All deliveries must be signed for. Customers have up to 15 to 20 minutes to check the goods. Do Not sign for the goods should the driver refuse to give you adequate time to check the goods. If customers can see or think there is some damage, they must write damaged next to signature on the delivery note. A claim with photographic evidence must then be made in writing within 48 hours from delivery. Upon receipt of a valid claim, replacements will be packed and sent at the earliest opportunity on a similar delivery service and destination. No claims will be accepted by the insurers or ourselves after 7 days. Only claims in excess of 10% will be accepted by the insurers.
Please do not sign for the goods as unchecked, this as this will mean the hauliers insurance will not accept any later claim for breakages.
Normal delivery hours are between 7.30 am to 6.30 pm. If the haulier attempts to deliver outside of these times, you can refuse delivery and request a more acceptable time. However, if you refuse to accept delivery between these hours and/or delivery to kerbside nearest to your property, the goods will be taken back to the local depot where they must be collected in person within 5 working days at no extra charge. If the goods are to be re-delivered, there will be an additional delivery charge payable.
No returns will be accepted for any part consignments. If you wish to cancel an order that has not been packed, a full refund will be given. If the goods have been packed but not dispatched, a small restocking charge will be levied. If the goods have been packed and dispatched, unfortunately any refund will be less the original delivery charge, a similar collection charge and up to 35% restocking charge. This is to cover original packing cost and labour to check tiles on return and labour to repack the goods back into stock.
If the goods have already been delivered then it is customers responsibility to return the goods to our warehouse at there own cost. These will then be checked and photographed on return.
If the goods were delivered incorrectly, or in dispute, We will arrange for the collection of the goods. It is customers responsibility to ensure the goods are returned to kerbside in a safe transportable condition, similar to original delivery, for the haulier to uplift the goods. If the customer refuses to make goods available at kerbside, then they must arrange for delivery of the goods back to our warehouse at their own cost and risk.
If after 7 days we are still unable to collect the goods from kerbside and/or customers refuse to return the goods to our warehouse, then it will be considered that the customer has accepted the consignment regardless of any complaint, damage or dispute and no refunds or replacements will be made.