Our Contract
These Terms and Conditions govern the supply of goods sold by Tiling Supplies Direct, Unit 1, Barley Close Farm, New Road, Bromham, Chippenham, Wiltshire, SN15 2JA (“we” and “us”) to the customer named on the order form provided on this website. Together with the completed order form, these Terms and Conditions constitute the entire and only agreement between us in relation thereto. Our acceptance of your order by delivery of the goods constitutes a legally binding contract between us on these terms and conditions.
1. Price & Payment
2.1 The price payable for the goods you order is as set out on our website at the time you place your order or plus any charges for carriage and insurance as set out in the order form.
2.2 We must receive payment for the whole of the price of the goods you order, and any applicable charges for carriage and insurance, before your order can be accepted unless we have agreed otherwise in advance in writing. Payments must be made in pounds sterling.
2. Delivery & Title
We will deliver them in accordance with your order. Goods paid for through the website can be supplied to UK addresses only. A valid signature will be required on collection or delivery. Immediately prior to dispatch of the goods to you, title in the goods will pass to you. In the unlikely event that you have not received your goods within 3 days of the date of dispatch (or where you have requested a delayed dispatch within 3 days of the requested dispatch date), you must notify us immediately. We strongly advise you do not book tilers/contractors/workmen until your goods have arrived and been checked. We are not liable for any contractors costs, consequential loss or compensation in any way if your order has not arrived within the stated delivery time at the time of ordering.
3. Proof of Delivery
Once the goods have been delivered to the delivery address provided by the customer, and delivery is confirmed by the courier or carrier through a proof of delivery (POD), delivery confirmation, electronic tracking record, delivery photograph, signature, or other reasonable evidence of delivery, the goods will be deemed to have been delivered.
From this point, responsibility for the goods passes to the customer, subject to any rights and protections provided to consumers under applicable law.
Where a valid proof of delivery or other reasonable evidence confirms that the goods have been delivered, we will not be responsible for claims of non-receipt, loss or damage arising after delivery unless the customer can provide reasonable evidence that the goods were not in fact delivered, or that the issue falls within our obligations under applicable consumer law.
Customers are responsible for ensuring that the delivery address and any delivery instructions provided to us are accurate and that appropriate arrangements are made to receive the goods. Where the customer has authorised the courier to leave goods in a specified location, with a nominated person, or otherwise without a signature, the courier’s confirmation of delivery to that location or person will constitute proof of delivery.
Nothing in this clause affects any statutory rights or protections that cannot lawfully be excluded or limited.
4. Availability
While we endeavour to hold sufficient stock to meet all orders, if we have insufficient stock to supply or deliver the goods ordered and paid for by you, we may, at our discretion, supply or deliver a substituted product or refund you the price paid for such goods as soon as possible and in any case within 30 days or, in the case of an account customer, we may, in our absolute discretion, as soon as possible raise a credit to offset the amount invoiced to you.
5. Damages
We go to great lengths to ensure your order is packed in a way which ensures that no damage occurs in transportation, however in the event of your goods being damaged by the carrier whilst in transit, you need to notify us within 24 hours, either by telephone or email, providing a detailed description of the damage and where possible, high resolution photographs that clearly show the damage incurred. Please note: Once your order has been delivered and signed for, care of the goods passes directly to you, the consumer. We are no longer responsible or liable for any damages that occur once the goods have been delivered.
6. Cancellation & Returns
You may cancel your order by giving us notice of cancellation within 14 days of the date of collection or delivery. Such notice must be given by telephone call or email to the number or address given on our website.
On cancellation, you must return the goods to us at our registered business address at your cost within 14 days of the date of collection or delivery. Collection of the goods by us or a third party carrier can be arranged, but only at our discretion. You, the consumer, remain responsible for the condition of the goods until they are delivered to our registered returns address or collected by us, or a third party carrier arranged by us. If they are damaged or beyond reasonable condition upon return/collection, we reserve the right to deduct a restocking/handling charge before final reimbursement. Goods returned after the 14-day returns window will also be subject to a restocking charge. We do not refund the original delivery charge except in the instance of an incorrect product being supplied.
7. Special Order Items
Some goods are supplied as special order items. These are items that are not held as standard stock and are ordered in, sourced, or supplied specifically to fulfil your order.
Where an item is a special order item, this will be made clear to you at the time of ordering.
Special order items that are personalised, custom made, or made to your specification cannot be cancelled or returned once ordered, unless the item is faulty or incorrect. This does not affect your statutory rights.
If a special order item is not personalised or custom made and you cancel in line with your statutory rights, we may deduct a reasonable and proportionate amount from any refund to reflect unavoidable costs incurred by us, including supplier charges where returns are not accepted.
Your rights in relation to faulty, damaged, or incorrectly supplied goods are not affected.
8. Liability
If you have notified us of a problem with the goods, we will, at our discretion, either make good any shortage or non-delivery; replace or repair any goods that are damaged or defective upon delivery; or refund to you the amount paid by you for the goods in question. Please ensure that all deliveries are checked for accuracy and condition after they have been signed for, and that all items are present and in good order. Any missing, incorrectly dispatched or damaged items must be reported within 24 hours of receipt of delivery, and where possible, supported by photographs of the packaging and the affected goods. Any claims for missing or damaged items after this period, or without photographic evidence where possible, will not be entertained.
We will not be liable to you for any loss of profits, administrative inconvenience, disappointment, indirect or consequential loss or damage arising out of any problem in relation to the goods, and we shall have no liability to pay any money to you by way of compensation other than any refund we make under these conditions. This does not affect your statutory rights as a consumer, nor is it intended to exclude our liability to you for fraudulent misrepresentation or for death or personal injury resulting from our negligence.
9. Termination
We may suspend further supply or delivery, stop any goods in transit or terminate our contract by notice in writing to you if you are in breach of an obligation here under or you become unable to pay your debts when they fall due or proceedings are commenced by or against you alleging bankruptcy or insolvency. Upon termination, your indebtedness to us becomes immediately due and payable and we shall be under no further obligation to supply goods to you.
10. Force Majeure
We shall have no liability to you for any failure or delay in supply or delivery or for any damage or defect to goods supplied or delivered here under that is caused by any event or circumstance beyond our reasonable control (including, without limitation, strikes, lockouts and other industrial disputes).
11. General
If any part of these conditions is invalid, illegal or unenforceable (including any provision in which we exclude our liability to you) the validity, legality or enforceability of any other part of these conditions will not be affected. This contract shall be governed by and interpreted in accordance with English law.
12. Design and Reproduction
Drawings, photographs, part numbers, layout and style on this website are considered property of Tiling Supplies Direct. Reproduction in whole, or in part, strictly prohibited without written permission. Quantities and measurements are approximate. Trademarks acknowledged. Exact products may vary from that shown. All products subject to availability.
13. Customer Feedback
We always welcome feedback from our customers, as it gives us insight into whether the products we supply and the service we provide are performing satisfactorily and which areas can be improved. We send an email request to the email address given in your order one week after the order has been completed with a link to write a review on the product/s purchased. You can unsubscribe from receiving this email via the link provided.
14. Price Match
14.1 We may, entirely at our discretion, agree to match a competitor’s price for an identical product, subject to the conditions below. Our price match offer is not a guarantee, promise, warranty, or contractual entitlement. It does not form part of the contract for any goods, and no obligation on us arises, unless and until we have expressly confirmed a specific price match to you in writing (including by email) in relation to that order.
14.2 To be considered, a request must relate to an identical product — the same manufacturer, product code/SKU, size, colour, finish and specification — which is genuinely in stock and available for immediate UK delivery, at the time we assess the request, from a business that:
is a UK-based, VAT-registered retailer selling directly to the public via a live website;
is not us, and is not a business we reasonably believe to be insolvent, in administration, or ceasing to trade.
14.3 The price we compare against is the total price payable by the customer, including delivery and any other charges, for a current, standard, publicly advertised price. We do not price match:
– prices on auction sites, marketplaces, classified ads, private sellers, trade/wholesale-only suppliers, or businesses without a live UK consumer website;
– clearance, ex-display, discontinued, damaged, seconds/B-grade, closing-down, or insolvency/liquidation sale stock;
– prices reduced by sales, promotions, flash sales, loyalty schemes, cashback, discount or voucher codes, bundle/multi-buy deals, finance offers, or membership pricing;
– prices that are out of stock, on back-order, pre-order, or that we cannot independently verify at the time of the request;
– prices outside the United Kingdom or listed in a currency other than pounds sterling;
– our own current or historic promotional prices.
14.4 We reserve the right to verify any competitor price quoted, including by contacting the competitor directly, and to decline any request without giving a reason. Submitting a price match request does not reserve stock, reserve pricing, or delay your order, and does not amount to an offer capable of acceptance by you.
14.5 Where we do agree a price match, it applies only to the specific product and quantity confirmed, is valid for the period we state to you at the time (or, if none is stated, 7 days), cannot be combined with any other discount, offer, code or promotion, and is limited to one price match per order unless we agree otherwise in writing.
14.6 We may withdraw, suspend, or amend our price match offer, or these conditions, at any time without notice. This clause does not affect your statutory rights.
