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Terms and Conditons

The below terms and conditions are designed for your use in relation to our website and any queries or purchases you may make, your stator rights are not affected.

The Company

TileWeb is a supplier of tiles and accessories for wall and floor to the public and the trade. The company registered address is 10 Jesus Lane, Cambridge, CB5 8BA. We can be contacted on 01462 510858 or by email at hello@tileweb.co.uk

Sample Ordering

TileWeb Encourage customer to purchase sample tile before making a complete purchase to give a more accurate appraisal of the product and its suitability for its installation. There are two option either pay for a full-size piece or choose a free cut sample piece. We send out up to three free samples with free delivery. Any sample orders over three items, the first three items will be free and the rest thereafter shipping will be chargeable. If you require any more, please contact us to arrange this. All samples either paid or unpaid are exempt from our returns, warranty, and are completely non-refundable under any circumstances whatsoever. Please take care when opening and whilst handling samples as damages may have occurred during transit.

Ordering

Our ordering process allows you to check and change any errors you see before submitting your order to us. At each stage please take the time to check your order as you go through the process.

When submitting an order to us, you are offering to buy the products from us at the prices displayed on the website. We will accept your order as described below.

When an order is placed online or over the phone, we request authorisation for the value of total amount through a third-party payment provider. This will check to see if funds are available and go through our third-party checks, this is to protect the company your yourself from fraudulent transactions. If non-authorisation does occur, then further credit checking measures may be made by the company on the customer and again the company can accept no liability for any delay in delivery that might result from the time taken to carry out these checks or the results of these checks.

Once the customer orders a product and arranges the delivery the company will then confirm that the products are in stock and delivery can happen as arranged.  The company can accept no liability for delay in delivery if products are not in stock.  The company only accepts the order and completes the contract once the goods have been despatched. Payment of the orders constitutes an acceptance of the terms and conditions by the customer. The company reserves the right not to supply any customer at the company’s sole discretion.

Payment, Pricing & Promotions

Any advertising, price or offer on the website will not form any part if any contract between the customer and the company.

All prices on the website are Inclusive of VAT (unless otherwise stated).

If quotations are given these quotes will be valid for a period of 30 days after such time no quotations can be honoured. Any offers that are given on the website are standalone offers and cannot be used in conjunction with any other offer or special price.

The company reserves the right to alter any prices/offers without prior notification and no prices or offers shall be binding on the seller.

Delivery charges will also be payable on your order and these will be added to the price of your order prior to you submitting payment to us. For details on our delivery prices.

Our Website contains many products. It is always possible that we made a mistake on the website. Before items are dispatched orders are normally checked.

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, unless it has been otherwise agreed between us that you may pay us in instalments.

Vouchers/Discount Codes are only valid during the offer period. They cannot be used in conjunction with any other offer. The voucher can only be used once per household. Vouchers/Discount Codes cannot be used on sales items. TileWeb reserves the right to remove any offer without prior notice.

Liability

Please read below carefully.

Tiles/Stone/Glass/Bathroom Supplies may vary from those on display. Shade/size /curvature/optical hazing/print line/crazing variation are inherent features in the manufacturing process of tiles/stone/glass/bathroom supplies, it is therefore the purchaser’s & fixer’s responsibility to ensure that the order is correct ,they are totally satisfied with the quality, blend & acceptability of the tiles/stone/glass/b-room supplies/u-floor heating (UFH)/tools/cutters/accessories & that adequate quantities are purchased prior to fixing  as claims for wrong tile, quality, blend or shade related issues cannot be considered once tiles/stone/glass/ b-room supplies/tools/cutters/accessories have been fixed/used. TileWeb accepts no responsibility for orders that are either under or over supplied from customer's own measurements/diagrams. Natural Stones will vary in colour & calibration from shop display & are more susceptible to wearing. They will vary from tile to tile. Tiles are not guaranteed as being frost proof.

It is the customer’s/fixer’s responsibility to ensure that the correct method & products are used for fixing, sealing, cleaning their tile/stone/glass/b-room supplies/UFH & suitable grout joints are used. Prior to fix protective wax/film must be removed from tiles and mosaic sheet if present. As we are not professional fixers of tile/stone/glass/b-room supplies/UFH and do not offer or seek to offer that service any advice given by us is in an impartial non-contractual manner & We are not responsible for any works carried out.

We advise not to book fixers until all tiles have been received and checked by customer/fixer. TileWeb is not responsible for consequential or 3rd party loss. Upon collection/delivery all shortages & breakages must be reported within 72 hours.

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 project and you should not rely on these suggestions. Save for circumstances where any accompanying product is faulty, we do accept any liability once tiles have been fixed if that product is unsuitable.

Shipping and Delivery

The Company uses appointed carriers to deliver orders and these appointed carriers may be able to provide delivery notifications direct to the customer so it is important at the point of ordering the customer provides as much information, for instance mobile numbers, in order to improve the level of service and receive all applicable notifications.

The Company cannot be held responsible for late deliveries, failed deliveries, incorrect supply of goods or incorrect delivery nor can it accept any financial demands as a result of late deliveries, failed deliveries, incorrect supply of goods or incorrect delivery.  It is the customer’s responsibility to ensure that all goods ordered have been delivered to the correct location, signed for and quality checked before any Tiler or tradesman is booked.  Once the goods have been delivered they become the responsibility of the customer and any risk in relation to the goods becomes the customers. 

The Company will endeavour to deliver the goods as described however the Company cannot be held responsible or be deemed in breach of contract as a result of any cause beyond the company’s reasonable control that may result in a failure to deliver or a delay in delivery or an incorrect delivery.  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, Traffic delays/Road works, 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.

The Company offer a range of delivery services using appointed carriers and as such we are only able to offer a kerbside delivery service (whilst every effort will be made to deliver your product to the nearest available delivery point, hazards or obstructions e.g. Steps, lifts, uneven or gravel paths/driveways may necessitate the delivery being made to an alternative location nearest to the delivery vehicle) and as such drivers will not enter a customer’s property.

The Company will endeavour to deliver goods as described however the company cannot be held responsible for any failure in delivery as a result of incorrect/missing information supplied by the customer.  The vehicle making the delivery will most likely be the size of a fire engine, or larger.  It is the customers responsibility to supply all relevant information regarding delivery restrictions and/or delivery location (taking into account the size of vehicle that will be delivering the goods) i.e. parking restrictions, “red routes”, vehicular access due to height or width, Narrow roads, road works, gravel or uneven driveways, building sites, high rise apartments (with or without lifts) etc. Any late deliveries, failed deliveries, incorrect supply of goods or incorrect delivery as a result of this information not being correctly supplied may result in additional costs to the customer for the re-supply of the goods and may also lead to a delay/change in delivery time.

If the customer is unable to accept delivery on the large vehicles that the Companies goods are usually delivered on additional costs to deliver on a smaller vehicle will be the customer’s responsibility.

The Company expects that all goods will be signed for at the point of delivery by the customer or a representative of the customer.  If the goods are delivered and not signed for it is the responsibility of the customer to check all goods.

It is the customer’s responsibility to fully check all goods when they are delivered and prior to fixing for quality and shading and that the goods delivered are correct to the original order.  Any issues/claims relating to the quality or shading of the goods or shortages or damages to goods in transit must be notified to the company within a maximum of 72 hours from delivery in writing (email/facsimile/letter).  Failure to notify the company within these conditions will result in any costs for the re-supply of goods being the customer’s responsibility and may also increase the delivery lead time. Upon the reporting of damages the Company may request the customer supply images of the damage and complete a claims form. If there are any queries relating to the quality or shading of the goods, please contact our customer service team on 01462 510858.

Ownership of the Products will only pass to you when we have received full payment of all sums due in respect of the Products, including delivery charges and when the Products are delivered.  Until then we retain ownership.

The hours of general delivery will be Monday – Friday 7.00am to 6.00pm.

If you order Products from our site for delivery outside the UK, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination.  You will be responsible for payment of any such import duties and taxes.  Please note that we have no control over these charges and cannot predict their amount.  Please contact your local customs office for further information before placing your order. Please also note that you must comply with all applicable laws and regulations of the country for which the Products are destined.  We will not be liable for any breach by you of any such laws.

Our Free UK Mainland Shipping applies to orders over £200 after if any discount or promotion has been applied. This also excludes Wales, Scotland, Northern Ireland and Channel Islands.

For all orders placed for a next working day delivery there is a cut-off of 12:30pm to allow us to pick and ship your order to you. For orders placed after this time they will be processed the following working day.

Returns, Replacements and Cancellations

Any shortages or damages on delivery must be reported to the company in writing within 72 hours. Depending upon the circumstances the company will either refund the cost of the damages/shortages reported or send replacements as soon as possible.  Failure to notify the company within these conditions will result in any costs for the re-supply of goods being the customer’s responsibility and may also increase the delivery lead time. Upon the reporting of damages the Company may request the customer supply images of the damage and complete a claims form. If the product is a mosaic sheet, then the company will send out replacement pieces, as this will reduce the chance of another sheet arriving broken. If there are any queries relating to the quality or shading of the goods please contact our customer service team on 01462 510858.

Cancelled orders and returns must be returned to Unit 33 Wilbury Way, Hitchin, SG4 0TW within 14 days of date of purchase and are accepted at the discretion of the management of the company and if accepted will be subjected to a re-stocking charge of 30% of the original sales value. You must present us with original receipt as proof of purchase and we must currently have stocks of that product and its shade/batch. Only full, unopened boxes can be returned.

Any goods that have been returned to the company must arrive in a resalable condition and the re-packing of the goods for the return delivery to ensure that they are safely returned is the responsibility of the customer.  Any return deliveries must be arranged with the company’s knowledge and acceptance otherwise the delivery will not be accepted.  The company will accept no responsibility for the costs involved in re-packing the goods for the return delivery.

Once all returned goods have been fully inspected by the company the refunds will be processed within 10 working days following receipt of the return (if all goods are received as per the original order and in a re-saleable condition).  If the refund is to credit/debit cards it may take additional 2-3 working days to show on customer’s statements. Original delivery costs will not be refunded.

It is the customer’s responsibility to organise and pay for the return of the goods to our main warehouse and ensure that appropriate insurance is arranged.  If the customer cancels the order after the goods have been despatched but before they have been physically delivered the customer must accept delivery of the goods and it will be the customer’s responsibility to organise and pay for the return of the goods to our main warehouse and ensure that appropriate insurance is arranged. In this circumstance the company will not issue a refund for the original cost of the delivery.

There is a 7-day cooling off period in line with current regulation. This is activated on placement of the order, however if any order is cancelled, the cost of delivery will be deducted as delivery of tile products holds a nonstandard delivery charge due to the nature of the product i.e. the weight and method required for safe delivery, therefore we are within our right to deduct this.

Health and safety policy statement

Tile Web will endeavour to send samples within a safe and well packaged contained parcel box but customers should be aware that the nature of tile is that breakages can occur during transit and care should be taken when opening packages. It should also be noted that orders are despatched using wooden pallets with shrink-wrap and polypropylene strapping or tape and customers should assess unloading conditions due to the weight and nature of tiles as Tile Web cannot be held responsible for circumstances beyond our control such as unsafe unloading or unpacking by the customer and not following correct well established lifting and unpacking techniques to avoid injury, these techniques are available from HSE website hse.gov.uk:

The Manual Handling Operations Regulations1992, as amended in 2002 ('the Regulations') apply to a wide range of manual handling activities, including lifting, lowering, pushing, pulling or carrying. The load may be either animate, such as a person or an animal, or inanimate, such as a box or a trolley. All deliveries are conducted by third party contractors and tile Web cannot be held responsible for negligence or decisions taken by those third-party contractors and any claims associated to damage to property etc must be made directly and not with tile Web.

Tile Web is the trading division of Cut Price tiles and bathrooms LLP

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