The below terms and conditions are designed for your use in relation to our web-site and any enquiries or purchases you make. Your statutory rights are not affected.

1. THE COMPANY

Tiles247 is a trading name of Tile Mountain Ltd that sells tiles and accessories for wall and floors, including electric underfloor heating. Its registered office is at Connaught Street, Tunstall, Stoke-on-Trent, ST6 5TQ, Company Registration number for England and Wales is 8335002 and VAT number is GB 152602048. We can be contacted on 01270 340 034, by our live chat facility when available on the website or by email at customer.service@tiles247.co.uk

2. SAMPLE ORDERING

We encourage all customers to purchase sample tiles before making a complete purchase to give a true, accurate, and clear appraisal of the product and its suitability for installation. You can either pay for a full size piece or choose up to three free cut 10x10 cm pieces.

Please remember that shades and calibration of tiles differ, especially with natural products. Therefore purchasing samples weeks and months in advance can mean that by the time you purchase your tiles, the shade and calibre may have changed slightly if new stock has been brought in from the suppliers in the interim period. So, before fixing, please ensure you are entirely happy with the product as any claims once the product has been fixed will not be considered. For more details on our sample service please click here .

2.1 How many samples can I order?

Customers can order as many different full, quarter or half samples as they like. Samples are limited to one tile, in a particular colour, selected from a particular range. For example, you may select a sample of a light grey, grey, and dark grey sample from the same or different range, however you can not select, two of the same light grey tiles from the same range.

2.2 Abuse of Sample Service

At Tiles247, we understand that selecting the right colour and texture tile to fit your project can be difficult. The true cost of postage and packaging for a single sample parcel can range between £12 - £18 per parcel and is therefore a loss making service. We’re fine with this though, as making sure that you have the right tile that suits your dream and vision is what’s most important to us.

However, if a customer has purchased samples of the same tiles in the past or has placed a full order for the selected sample tile and happen to be short on their order, we will not send another sample with free P&P. We will regard this as an abuse of our loss making sample service and the sample order / multiple sample orders for the same sample tiles will be refunded.

3. ORDERING

Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each page of the order process. When you submit an order to us, you are offering to purchase the products from us at the prices indicated on the website. Our acceptance of your order will take place as described below.

When an order is placed online, we request authorisation for the value of the order through our third party payment provider to ensure that the funds are available for the value of your order.

Your payment details will also be checked by our screening service, this is designed to protect the company and the customer from fraudulent activity.

By submitting an order to us through the website and by clicking the Pay Now button, you confirm that the payment details provided on your order are valid and correct and that when your order is accepted and processed by us, payment will be made in full.

Acceptance of an order placed by you online and the completion of the contract between you and us will take place when you receive an email from us that confirms the products have been dispatched. The contract between us will only be formed when we send you this dispatch confirmation. Once we have sent you this dispatch confirmation, you will not be able to amend your order and any cancellations to your order must be made in accordance with section 7 'Cancelling an order' or section 9 '30 day money back guarantee'.

If we are unable to supply you with a product, for example because that product is no longer available, or because of an error in the price on the website, or we are unable to obtain authorisation or verify your payment, or where you do not accept our terms, we will inform you of this by email or telephone and we will not process your order.

In the event where factors such as high risk fraud screening results, unexpected stock availability, or logistical challenges arise, we may need to contact you and offer an alternative product, service, or in a worst case scenario, cancel your order prior to dispatch. If you have already paid for the products we will refund you the full amount as soon as possible and in any event within 14 days. These are unlikely circumstances and we will always work with our customers to find acceptable solutions should any issues outside of our control arise. We recommend that our customers order 10% extra tiles to cover wastage that arises from cuts during installation. This will prevent the need to purchase extra tiles at a later date (which may not match the original shade and calibre) and avoid additional delivery charges. Please Note: Acceptance by us of a payment made by you in connection with any products does not constitute our acceptance of your order and a legally binding contract is not formed until you receive our order confirmation email. We are not be obliged to supply products to you until this has occurred.

If at any point there are any problems with your order, please contact us using the details on our Contact Us page.

4. PRICE OF GOODS AND PAYMENT

The prices of the goods will be as quoted on the website from time to time. We only accept payment for orders in pounds (£) sterling. We take all reasonable care to ensure that the prices of the goods are correct at the time when the relevant information was entered onto the system.

Prices for our goods may change from time to time but changes will not affect any order which we have confirmed with an order confirmation.

The price of our goods includes VAT (where applicable) at the current applicable rate chargeable in the UK for the current time. Please note that if the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT payable by you, unless you have already paid for the products in full before the change in VAT takes effect.

Delivery charges will also be payable on your order and these will be calculated at the checkout point order prior to you submitting payment to us. For details of our delivery charges please see our Delivery page.

Our website contains a large number of goods. It is always possible that, despite our best efforts, some of the goods on the website may be incorrectly priced. We will normally check prices as part of our dispatch procedures so that:

  • Where the correct price for the goods is less than the price stated on the website we will charge you the lower amount when dispatching the goods to you.
  • If the correct price for the goods is higher than the price stated on the website we will contact you as soon as possible to inform you of this error and we will give you the option of continuing to purchase the goods at the correct price, or to cancel your order. We will not process your order until we have your instructions. If the pricing error is obvious and unmistakable and could have been recognised by you as an error in pricing we do not have to provide the products to you at the incorrect (lower) price. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing.

Payment for the goods must be made using the payment facilities available through the website. We may withhold the goods and/or cancel the contract between us if payment is not received from you in full in cleared funds.

5. DELIVERY

Please refer to our Delivery page for specific details on delivery, including any particular restrictions that may apply from time to time depending on our third party delivery company. Whilst we will endeavor to ensure that your order is delivered to you within the times stated on our Delivery page, our deliveries are carried out by a third party provider and as such this process is largely out of our control. If an event does occur which may affect your delivery and/or is otherwise outside of our control we will attempt to contact you to resolve the matter as soon and as conveniently as possible. Your delivery will be delivered to the nearest accessible location to the delivery address that you provide to us (Kerbside Delivery). Please ensure that any hazards that may prevent your delivery being taken off of the delivery lorry are removed, to the furthest extent possible. If there are immovable hazards or obstructions (e.g. steps, uneven or gravel paths, or driveways for example) your delivery may be made to an alternative location between the delivery vehicle and your property. If your property has limited or difficult access you must let us know at the time of placing your order by selecting the smaller vehicle option at checkout and/or using the delivery restrictions comment box. The goods will become your responsibility at the point of delivery.

Your delivery will need to be signed for when it is delivered, so please ensure you make necessary arrangements for someone to be at your address to accept delivery of goods. Most tiles are boxed and each box can weigh in excess of 20kg per box, therefore please ensure there is someone on site capable of moving the tiles into the property from the kerb side.

If nobody is able to accept delivery of your goods, this may result in the goods being returned to us and as a result any charges for redelivery may need to be paid by you.

We strongly recommend that you should order your tiles and associated products well in advance of your planned installation date. We will not under any circumstances be held liable for financial losses resulting from late or incorrect deliveries.

6. LIABILITY- PLEASE READ THIS CLAUSE CAREFULLY

    Please be aware:
  • As part of our service we are happy to assist with working out measurements and the suitability of products for a particular installation, but it remains ultimately the customers’ responsibility to ensure suitability and quantities prior to fixing. We will not be responsible in the event that the wrong quantity of tiles, or tiles that are not suitable for any particular placing being ordered.
  • Due to the manufacturing process products may vary in shade, tolerance, and calibration (size). This is especially prevalent in natural products. The variance in colours and textures is not a defect, but merely a characteristic of standard tile manufacturing processes. Most natural and polished products will require sealing prior to grouting and may require ongoing maintenance.
  • You should not arrange for fitting until all goods are received and your order is complete. All lead times are quoted with goodwill, but we cannot be responsible for any failure to meet these or any consequential loss.
  • If you are in any doubt about the suitability of the product, do not proceed to fitting and contact our customer services team using the details on our Contact Us page who will be pleased to assist.
  • Please check all goods prior to fitting as we are unable to accept any claims after the tiles have been installed.
  • Please be aware that there may be slight variations in colour, shades, and dimensions from batch to batch. We advise you to order enough product to cover your needs accordingly as we cannot accept any liability for any minor differences in any subsequent batch or batches that you may need to order.
  • Any products displayed on the website alongside your order are suggested accompanying products only. We cannot guarantee the suitability of these suggested accompanying products for your particular project and you should not rely on these suggestions. Save for circumstances where any accompanying products are faulty, we do accept any liability once tiles have been fixed if those products are unsuitable.

7. CANCELLING AN ORDER

7.1 Cancelling Your Order BEFORE Dispatch

You can cancel your order at any point prior to the dispatch of the goods from our warehouse.

To exercise your right to cancel, you must inform us of your decision to cancel the contract by a clear statement (e.g. a letter sent by post or via email). You should exercise your right to cancel by contacting us at the address or email address set out on our Contact Us page.

You will not incur any return charges as the goods are still in our possession.

We will reimburse you for any returned goods without delay, usually on the day we receive notification that you would like to cancel your order.

We will make the reimbursement using the same means of payment as you used for the initial transaction unless we have expressly agreed otherwise. In any event you will not incur any fees as a result of the reimbursement.

Special order and bespoke items are excluded from this section of the policy. Please refer to the ‘Special Order’ or ‘Bespoke Goods’ sections for further information.

7.2 Cancelling Your Order AFTER Dispatch

You have the right to cancel your full order within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which the products are delivered to your address as set out in your order. Products can be returned as long as they are in the original unopened box. We are unable to accept any returns of any perishable items, including but not limited to adhesive, grout, tile sealers and cleaners as these materials must be stored in a controlled environment.

To exercise your right to cancel, you must inform us of your decision to cancel the contract by a clear statement (e.g. a letter sent by post or via email). You should exercise your right to cancel by contacting us at the address or email address set out on our Contact Us page.

To meet the cancellation deadline it will be sufficient for you to send your communication notifying us of your cancellation of the contract before the 14 day cancellation period has expired.

If you cancel the contract you will need to arrange to return all goods to us at Connaught Street, Tunstall, Stoke on Trent, ST6 5TQ, without delay and in any event within 14 days of you notifying us of your cancellation of the contract. If you decide that you only wish to cancel part of your order this will be considered a return and is not covered under our cancellation policy. For further details on returns, please refer to our ‘30 Day Money Back Guarantee’.

You will bear the cost of returning the goods if the contract is cancelled after the goods have left our warehouse, even if they have not yet been delivered to you and are still in possession of our third party courier.

You will bear the cost of returning the goods to us once they have been delivered to you except where the goods are returned because they are either faulty or mis-described in which case we will refund any reasonable costs you incur in returning the goods to us.

If you cancel this contract, except in the circumstances set out below, we will reimburse you for all payments received from you, including the costs of delivery.

We may make a deduction from any reimbursement to you for any loss in value of the goods supplied, if the loss is due to any unnecessary handling of the goods by you (which means any handling other than to check that the goods delivered to you comply with the order you submitted to us).

Please note that we are unable to accept returns for any tiles or electrical items after they have been installed, even if this is within the 14 day cancellation period. Please ensure that you check all goods carefully prior to fitting.

We will reimburse you for any returned goods without delay and in any event no later than 14 days after the day that we either receive the goods back from you or we receive evidence from you that you have returned the goods supplied.

We will make the reimbursement using the same means of payment as you used for the initial transaction unless we have expressly agreed otherwise. In any event you will not incur any fees as a result of the reimbursement.

As a consumer you will always have legal rights in relation to products that are faulty or not as described. These legal rights are not affected by this returns policy. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards Office.

Special order and bespoke items are excluded from this section of the policy, please refer to the sections labelled ‘Special Order’ or ‘Bespoke Goods’ whichever is relevant to your circumstances.

7.3 Cancelling Or Returning Electrical Items

Electric underfloor heating mats or loose cable can not be returned once they are rolled out and/or if they are cut in any way, even if this is within the 14 day cancellation period. Therefore we would recommend that the correct size mat is purchased before installation.

All returned mats/cables must be returned in their original condition including original boxes (i.e. not unrolled or cut in any way). If any electrical item is returned to us and we find that it has been used in any way, we cannot take any responsibility or issue a refund for this product. If you would like the item/s back a courier charge is applicable for the return of the item/s back to you.

You will bear the cost of returning the goods to us except where the goods are returned because they are either faulty or mis-described in which case we will refund any reasonable costs you incur in returning the goods. You must organise the return of the items, within 14 days in the case of a cancellation, or up to a maximum of 30 days in the case of a return, from receipt of goods to Tiles247 Connaught Street, Tunstall, Stoke on Trent, ST6 5TQ.

Special order and bespoke items are excluded from this section of the policy, please refer to the sections labelled ‘Special Order’ or ‘Bespoke Goods’ whichever is relevant to your circumstances.

8. Tile Batches - Shade & Calibre

Tiles are manufactured from natural products and fired at extreme temperatures of up to 1400ºC. Tiny differences such as the exact moisture content in the clay, ambient moisture content during cooling, or even the external weather at the factory can result in minor changes to both the shade and the exact size of the tile between different batches of a tile manufactured at different times. When a batch of tiles is manufactured they are coded with a shade number and calibre (size) code.

It is not in our best interest, nor would we ever purposefully supply any customer with mixed batches. This is why all our customer orders are meticulously picked and checked so that all orders are supplied within a single shade and calibre code. Unfortunately, human error is always a factor in any manual operation, so we ask all customers to check their order for mixed shades upon receipt. Nevertheless, it is the responsibility of the installer to complete a final check before fitting the tiles.

Tiles with different calibre codes can vary up to +/-1.2% against the stated work size in both dimensions and curvature. This tolerance is allowable under the European Tile Standard EN-14411. Due to the potential difference in shade & size between different coloured tiles, decors, borders, and tiles produced by different manufacturers, it is imperative that your tiles are checked carefully by the installer for suitability before commencing installation.

If for any reason you are not happy with the shade. pattern, texture or size of your tiles we would be more than happy to offer an exchange or refund. Please be aware however that you will be liable for return & collection costs.

We cannot accept any claims for issues with shade, size or other visual characteristics after the tiles have been installed as the fixing of the tiles indicates acceptance of the goods (inclusive of their characteristics).

If you have not ordered enough tiles for your project and are in need of further products, it is your responsibility to inform us of the shade and batch number you have received. If you need assistance in locating this information on the box feel free to contact our team for advice using the details on our Contact Us page. Without this batch information we will simply distribute from the batch we are currently picking from.

9. 30 Day Money Back Guarantee

At Tiles247, we understand it can be difficult to estimate the number of tiles needed for your project. Although we recommend to keep 1 - 2 m² of tiles in case of unfortunate mishaps throughout the life of the tiles, we offer a 30 day money back guarantee under the following circumstances:

  • The 30 day money back guarantee expires 30 days from when you receive your goods.
  • We must have the same shade and calibre number stocked in our warehouse (to avoid batch contamination) before we agree to accept your return, so please check with us before returning your items.
  • Goods must be returned in resalable condition, within the original undamaged packaging clearly displaying the shade and calibre number.
  • Tiles can be returned in partial box quantities although they must be within the original carton clearly displaying the shade and calibre number. Loose tiles with no batch information will not be accepted.
  • Any delivery charges originally paid will not be refunded.
  • Goods must be returned with proof of purchase such as a copy of your e-mail confirmation or the completed returns form which we will send to you. Failure to provide this can delay your refund, as without it our warehouse staff will not know the details of the return/order.
  • You are responsible for arranging and covering the costs of transport and insurance for the return of products.
  • Any special or bespoke items, outside our normal range, specially ordered specifically for an individual customer, are not covered by our 30 day money back guarantee.
  • Refunds will be made via the original method of payment and processed once the goods have arrived with us and been checked. Funds may take up to 10 working days to appear in your account dependent on the specific service offered by your card provider. Tiles247 have no influence over this time period.
  • Any goods that have arrived to us damaged can not be refunded and we will supply you with suitable proof of the condition which they were returned to assist you with any claims against your couriers.
  • The value of any free gifts not returned or bulk buy offers which become non-applicable to the original sale post refund will be deducted from the refund value.
  • Returns must be made to our returns centre: Tiles247 Connaught Street, Tunstall, Stoke on Trent, ST6 5TQ.

10. Damaged or Incorrect Goods

It is not in our best interest to supply any customer with damaged or incorrect goods. All orders are meticulously picked and checked to ensure that you receive the correct goods in perfect condition. However, tiles are fragile by nature and occasionally some can be damaged during transportation.

10.1 Damaged Goods Please give your order a quick visual inspection while the courier is present; the courier should allow you a reasonable amount of time to do this. Any obvious visible damage from the outside of the pallet must be marked on the delivery paperwork as damaged. Once the tiles are signed for, please unwrap your pallet and inspect the full order. In the unlikely event that you receive damaged or incorrect goods from us please let us know within 48 hours of delivery. Upon first contact we will send you a simple online form to fill out which must be completed within 48 hours of receiving the form. We will proceed to replace or refund the items ASAP once we receive the completed form within this timeframe. No responsibility for damaged products can be accepted after 48 hours / two working days (Mon - Fri) from receipt of goods.

10.2 Please check your order before installation to ensure that all the products are correct and accounted for. In the extremely unlikely event that we send you the incorrect product, please email customer.service@tiles247.co.uk with your order number and a photograph showing the product you have received in error and/or a photograph of the printed supplier tile name located on the side of the box. Upon receipt of the correct information, we will do our best to resolve the matter as soon as possible and before installation.

Any claims made after the products have been installed can not be accepted.

11. Special Order & Bespoke Goods

11.1 Special Order Goods

Special order goods are defined as one or a combination of the following:

  • A product we have ordered especially for you and your project from our supplier’s factory.
  • A product which is not stocked or part of our current range.
  • A product size which is not stocked or part of our current range.
  • A product colour which is not stocked or part of our current range.
  • A product finish which is not stocked or part of our current range, for example but not limited to polished, gloss, matt, lappato, satin.
  • A product edging which is not stocked or part of our current range, for example but not limited to Micro-Bevelled, Rectified and Non-Rectified tiles (pressed tiles)

Before we order any special order goods from our suppliers:

  • We will send you these terms and conditions in an email or other written communication.
  • We must receive an email reply or signed & printed written communication that you have read, understood and accept the terms of sale.
  • We must take full payment for the goods, our price for the goods, and delivery service will be discussed and confirmed with you before the sale.

Suppliers have the right to refuse production of special order goods at their discretion. If this is the case we will issue a refund for any money paid for these goods up to this point.

Whilst Tiles247 will do everything in their power to obtain an accurate account of updates and timelines of your special order, we do not accept any responsibility for timelines given to us by suppliers. This is completely outside the control of Tiles247 and we can only communicate information that has been communicated to us by the supplying factory. Tiles247 can only accept responsibility for the goods and timelines once they have arrived and been checked in our warehouse.

If you decide to cancel your special order you must inform Tile 24/7 before the goods leave the suppliers factory.

Special order goods are non-refundable from the point the products leave the factory.

11.2 Bespoke Goods

Bespoke goods are defined as one or a combination of the following:

  • product that we have asked our supplier to produce especially for you and your project.
  • product that is being produced especially for you which is not stocked or part of our current range.
  • product size that is being produced especially for you which is not stocked or part of our current range.
  • product colour that is being produced especially for you which is not stocked or part of our current range.
  • product finish that is being produced especially for you which is not stocked or part of our current range, for example but not limited to polished, gloss, matt, lappato, satin.
  • product edging that is being produced especially for you which is not stocked or part of our current range, for example but not limited to Micro-Bevelled, Rectified and Non-Rectified tiles (pressed tiles).
  • product which our suppliers would not typically produce or have as part of their stocked range.

Before we order any bespoke items from our suppliers:

  • We will send you these terms and conditions in an email or other written communication.
  • We must receive an email reply or signed & printed written communication that you have read, understood and accept the terms of sale
  • We must take full payment for the goods, our price for the goods and delivery service will be discussed and confirmed with you before the sale.

Suppliers have the right to refuse production of bespoke items at their discretion. If this is the case we will issue a refund for any money paid for these goods up to this point.

Whilst Tiles247 will do everything in their power to obtain an accurate account of updates and timelines of your special order, we do not accept any responsibility for timelines given to us by suppliers. This is completely outside the control of Tiles247 and we can only communicate information that has been communicated to us by the supplying factory. Tiles247 can only accept responsibility for the goods and timelines once they have arrived and been checked in our warehouse.

If you decide to cancel your special order you must inform Tile 24/7 before the goods start production at the supplier’s factory.

Bespoke goods are non-refundable from the point the factory start to produce the product.

12. FAULTY GOODS

If you wish to return the goods to us because they are faulty and/or not as described, you should notify us as soon as possible after delivery by contacting us either by phone or via email using the details provided on our Contact Us page. We will ask you to return the goods to us and will provide you with a refund for the cost of arranging such return.

13. EVENTS OUTSIDE OUR CONTROL

We will not be liable or responsible for any failure to perform or delay in performance of any of our obligations under our contract with you that is caused by an Event Outside Our Control.

An ‘Event Outside Our Control’ means any act or event beyond our reasonable control, including without limitation strikes, lock outs, or other industrial action by third parties, civil commotions, riot, invasion, terrorist attack or threat of terrorist attack, fire, explosions, storm, blizzard, flood, or other inclement and unusual weather conditions, subsidence, epidemic or other natural disaster, failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport, or other means of public or private transport.

If an Event Outside Our Control takes place that affects the performance of our obligations under our contract with you:

  • • We will contact you as soon as reasonably possible to notify you of this; and
  • • Our obligations to you will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of the goods to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.

14. CUSTOMER INFORMATION

If you have any queries or complaints regarding your order please contact us using the contact details on our Contact Us page.

15. VOUCHER TERMS & CONDITIONS

  • Only valid during offer period.
  • Cannot be used in conjunction with any other offer.
  • Can only be used once per household.
  • Excludes sale items.
  • Available whilst stocks last.
  • Tiles247 reserve the right to remove any offer without prior notice.

16. Price Promise

We offer a price promise policy under the following circumstances:

  • Comparable price must be available to view on either a website or official quotation.
  • Competitor must be a UK-based supplier and the comparable total inclusive of VAT and delivery.
  • Product(s) must be either identical or of comparable style, quality, and structure.
  • Auction-style websites do not qualify as valid competitors.
  • Competitor must have the item(s) in stock and available for immediate delivery.
  • Tiles247 must be able to verify any quoted prices.
  • Comparable prices must not be part of bankrupt stock, damaged, or end of line promotions.
  • Lowest price guarantee is only available prior to purchase.
  • Any price guarantee offered by Tiles247 is not a binding contract until order and associated payment has been received.
  • Tiles247 reserve the right to refuse a price match for any reason.
  • Natural Stone and Agglomerated Stone ranges are not included in lowest price guarantee due to the variation in quality of products sold by other suppliers
  • Our lowest price guarantee cannot be used in conjunction with any other promotional discounts, offers, or vouchers.

Please fill out the form on our price promise section by clicking here and we will get back to you with a response as soon as possible.