SHIPPING POLICY

This site has been produced for our customers in England, Scotland and Wales and we do not sell to customers located overseas via this website. If you are located overseas and wish to place an order please contact us for further information.

Deliveries

Our delivery company will advise you of the delivery day for your goods. Normal delivery times are between 8:00am and 6:00pm.
Delivery times are given as a guideline. The Company will not under any circumstances entertain any financial demands from the customer for late or incorrect delivery. We always recommend that you never book a tiler or other workman until the goods have been delivered and inspected.
Tiles will normally be shrink wrapped on a pallet and delivered to the ground level edge of your property.
Someone will need to be present at the time of delivery to accept and sign for the Goods as a failed delivery may result in you incurring a re-delivery charge.
Orders are delivered by various carriers. Due to insurance and health and safety regulations neither a Company member of staff nor the delivery company representative are able to transport any goods into a property.
Where the Company delivers to site, delivery will be to the nearest hard road to site. If the Customer requests delivery to a site beyond the nearest hard road then all risk as to the condition of the Goods on the delivery is with the Customer, and no claims will be entertained as to the condition of the Goods on delivery. Unloading is the responsibility of the Customer.
As we use a national carrier to fulfil our deliveries it is not possible to guarantee a 100% success rate on the confirmed delivery day.
If delivery is by carrier or by post then risk for the condition of the Goods is with the Customer after the Goods have left the Company's premises.
Delivery to the site or nearest hard road to the site requested by the Customer, established by a signed delivery note, is conclusive evidence that delivery has been made to the order of the Customer, and in compliance with the agreement.
You must make all arrangements necessary to take delivery of products when we deliver them in accordance with the stated delivery times for the delivery charge you have paid. If you do not accept delivery of the products or we are unable to deliver or are delayed in delivering products because of your actions or omissions then we may charge you and you will be liable to pay us for all costs we incur.
The Company will endeavour to comply with reasonable requests by the Customer for postponement of delivery of the Goods but shall be under no obligation to do so and where delivery is postponed by agreement otherwise than due to default by the Company, the Customer shall pay all costs and expenses including a reasonable charge for storage and transportation occasioned thereby.
The prices payable for the items we offer for sale are clearly displayed on this site in pounds sterling and are inclusive of any excise duties and VAT payable unless otherwise stated.
Prices do not include the costs of delivery, details of which are set out on our web site. Delivery charges are non-refundable unless returning damaged or faulty products.
In-cases when a next day service has been selected and not delivered, the service will be downgraded to a standard service and the customer will receive a £10 refund on the service.

Faulty Goods and damaged goods

All goods must be checked by the customer on receipt of goods - this is imperative. No responsibility for damaged product, shortages or incorrect products can be accepted after 48 hours / two working days (Mon - Fri) of receipt of goods.
Where you purchase goods from us that are defective we shall (at our option) repair or replace such goods or refund the price of such goods provided that (a) you give us notice within 48 hours of the date of your acceptance of the goods and (b) provided that damage to the goods has not been caused by you. Our entire liability to you shall be limited to the price you paid for the goods and we shall not be responsible for any consequential or other financial loss that you may seek to claim for regarding the tiling or flooring job you are carrying out. All damaged goods will be replaced on standard delivery at our cost.
Faults resulting from misuse, neglect, accident, incorrect installation or normal wear and tear will not be covered.
If a collection is required then you should contact us by email at hello@tile.co.uk, quoting your sales receipt number. Please note that goods can only be collected between 8am and 6.00pm Monday to Friday.
The delivery driver may not be able to pick up the damaged goods at the same time as dropping off the replacements.

Claims

Any claim as to the condition of the Goods on delivery and which would be apparent on visual inspection must be communicated via email at hello@tile.co.uk within 48 hours of delivery.
Subject to condition (3) after 5 days from delivery the Customer is deemed to have accepted the Goods as having been supplied in good condition, and in accordance with the order.
Any claim as to shortages or condition of Goods on delivery which would not be apparent on visual inspection must be communicated within 48 hours. Subject to this condition, the Customer is deemed to have accepted the Goods upon delivery as having been supplied in good condition, and in accordance with the order.
Liability of the Company for the defective condition of any of the Goods supplied will not exceed the contract value of the Goods in respect of which the complaint is made.
Notwithstanding condition (3) no claim may be made in respect of defective condition of the Goods once they have been used by fixing to the wall or floor, or by any attempt to fix the same.
In the event that the Goods are not manufactured by the Company then the Company gives no assurance, warranty or guarantee whatsoever that the sale or use of the Goods will not infringe copyright, registered design, design copyright or other intellectual property rights of any other person, firm or company.
Marble, slate and stone. A certain amount of breakages are to be expected with marble, slate and stone and should be accounted for at the time of ordering.

Cancelled Orders

If you wish to cancel your order once our transport company has collected your goods from our warehouse, you would be liable for transportation return charges based on the weight of your order and postcode they are returning from.
This cancellation policy does not affect your legal rights.

Returns & Refunds of Resalable Goods

Online sales are known as 'distance selling'. Customers are entitled to a refund if they report within 14 days of receiving their goods that they want to cancel. Customers then have another 14 days to return the goods once they've started the process. The customer will then receive a refund within 14 days of the goods arriving back.
Returns are not normally accepted unless expressly stated in writing by the Company. However, if the Company in its absolute discretion accepts back any Goods which are surplus to the Customer’s requirements, it may levy a handling fee of not less than 25% of the invoice value of the Goods returned.
If you wish to return part or all of your order, please let us know by email (hello@tile.co.uk) within 14 calendar days of receiving the order.
Customers are responsible for the cost of returning any goods to Tile.co.uk.
Refunded amount will exclude the original delivery charge.
We expect returned tiles in a resalable condition. Therefore we recommend that you put the Goods back on the pallet they were delivered on, and securely fasten the Goods so they are not able to move around. It is always helpful in the event that damage may be caused in transit to take a couple of photographs before they are wrapped and when they are wrapped, before they are collected. Because of batching issues etc, we can only accept returns within 28 days of the tiles being delivered.
The Company reserve the right not to refund if the goods are deemed as not being in a resalable condition. Any delivery charge from the original order will not be refunded.
The Company will only refund part or all of your order if the tiles in question are still in stock at the Company.
Items must be returned within 14 days of raising the return. The Goods must be in their original packaging and must be undamaged and fully resalable.
If you choose to not accept the order once it has been dispatched a return charge will be deducted from the cost of the order (the original delivery charge will not be refunded) once returned.
Refunds will only be processed once the goods have arrived with us and we have inspected their condition and deemed them to be in suitable condition for resale. If the goods that are returned are not in a fully resalable condition or the packaging is damaged, then we reserve the right to refuse the refund. This does not affect your statutory rights.
Due to the inherent variations within natural marble, slate and stone products, we cannot accept any returns on these products.
If the Company agrees to accept back surplus Goods, we can arrange to have a carrier collect the goods from your premises.
If this is required then you should contact us by email at INFO.TIMELESSTILES@GMAIL.COM, quoting your sales receipt number. We will then obtain a quotation for you for the cost of the return and contact you to arrange collection day and payment before collection is arranged. Please note that Goods can only be collected between 8am and 6.00pm Monday to Friday.
Goods to be returned to:
Timeless Tiles Unit 1B Shrewsbury Road, Craven Arms, Shropshire, SY7 9QG
A copy of your original receipt must be attached to the returning goods.
Please note once a refund is processed it may take up to 30 days for the funds to appear back on your card. This is dependent on the card provider and is not under the influence of the Company. Acceptance of these terms and conditions at the point of purchase represents acceptance of refund period of up to 30 days.
the Company reserve the right to refuse acceptance of any returns.

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