Terms & Conditions

The below terms and conditions are designed for your use in relation to our ecommerce website and any enquiries or purchases you make; your statutory rights are not affected.

The Company

The Stone & Tile Company Limited is a company that sells tiles and accessories for walls and floors. Main distribution & Office address – Unit 4 Tungsten Park, Bardon Road, Coalville, Leicestershire LE67 4BL.

Registered office address - Castle House, South Street, Ashby De La Zouch LE65 1BR. Company Registration number for England and Wales 7838034 and VAT number GB 131198725. Contact can be made on 01530 811118 or by email at [email protected]

Sample Ordering

We encourage customers to purchase sample tiles before making their complete purchase to give a true, accurate and clear appraisal of the product and its suitability for installation. Either pay for a full-size tile or choose free cut pieces, which are limited to 8 pieces per order. Please remember shades, surface structure and calibration of tiles can differ especially with natural products, so before ordering ensure you are entirely happy with your selection, and you understand the suitability of your chosen tiles. Before fitting ensure you are entirely happy with the product as any claims once the product has been fixed will not be considered. Any purchases of samples are also governed under these terms and conditions.

Ordering

We advise that our General Installation Guide is read prior to 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 secure 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. It is your responsibility to check the order details and advise of any changes by email or phone before dispatch. If your order has been dispatched, you will be liable for any costs incurred if we need to re-route or return your delivery.

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 that the products have been dispatched. The contract between us will only be drawn up 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 the paragraph titled 'Returns' below.

When placing an order with our customer service team it remains the customer’s responsibility to check the order details and advise of any changes by email or phone before dispatch.
We will not be held responsible in the event that the wrong tiles or quantities have been ordered. If your order has been dispatched, you will be liable for any costs incurred if we need to return your delivery.

If ordering by invoice we will only send payment requests by secure PayPal link. We request that all invoices are checked prior to payment. If choosing to pay by BACS all payments are to be made to The Stone and Tile Company Ltd - Lloyds, full details are listed on a PDF invoice which will be sent by email attachment.

When ordering tiles a wastage factor should be considered for each project prior to ordering. This is normally a minimum of 10% which should allow for cuts, any minor tile imperfections and colour variance. Damage such as edge chipping is often caused in transit, packing or unpacking natural stone tiles, and should be expected, it is deemed normal practice when purchasing natural stone for these damages to be used as cuts during the installation process.

If we are unable to supply you with a product, for example because that product is no longer available, because of an error in the price on the website, 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. 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.

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, and we will not be obliged to supply products to you until then.

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

Price

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 every reasonable care to ensure that the prices of the goods are correct at the time when the relevant information is 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 time being. 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 added to the price of your order prior to you submitting payment to us. For details of our delivery charges please see our Delivery Information 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 secure 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.

Delivery

Please refer to our Delivery Information page for specific details on delivery, including any particular restrictions that may apply from time to time. Whilst we will use all reasonable endeavors to ensure that your order is delivered to you within the times stated on our Delivery Information 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 as soon as possible.

We cannot, under any circumstances, accept any financial demands for late delivery, incorrect supply of goods, or incorrect delivery. We respectfully recommend that you do not book a Tiler or Tradesman, until the goods have been delivered to the desired location, signed for and quality checked. The risk in relation to the goods passes to the buyer at the point of physical delivery.

We offer a wide range of standard and special delivery services in conjunction with several third-party contractors. Due to Health & Safety / Insurance reasons we are only able to offer a Kerbside Delivery Service - we cannot commit that Drivers will enter a customer’s property. Whilst every effort will be made to deliver goods in line with the desired, requested or committed service, we do not accept responsibility for any delay, cost, or consequential loss, how so ever caused by a failed or late delivery.

Please note that our general Delivery Service is completed between the hours of 8am to 6pm.

Kerbside Delivery Service: Please ensure that any hazards that may prevent your delivery being taken off the delivery lorry are removed, to the 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.

Your delivery will need to be signed for when it is delivered to you so please ensure you make the necessary arrangements for someone to be at your address to accept delivery of goods. 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.

If your property has limited or difficult access, you must let us know at the time of placing your order as we can arrange for a smaller vehicle. Please note if your order needs to be broken down to comply with the weight restrictions for a smaller vehicle this may result in further charges being applied.

Goods will not be broken down or discharged by the driver. Please assess the weight of your order as the boxes can be heavy, so we do advise that precautions may need to be taken when needing to move the goods from the pallet or crate. The goods will become your responsibility at the point of delivery.

Please check your order on arrival and for any signs of damage or discrepancies. In the unlikely event that your order is showing damage or is not correct, please contact us within 24 hours with a photograph of how the goods were received. Note any discrepancies with the driver, and if damaged please sign the driver’s POD as 'DAMAGED' so we can resolve any issues quickly. If your goods are damaged, we will ask for photographs of all damaged tiles out of the packaging so we can assess them prior to you starting your project. If you have any queries, please phone 01530 811118 and we will be able to assist you.

 

LIABILITY - PLEASE READ THIS CLAUSE CAREFULLY

Please be aware:

  • Please check your order on arrival and for any signs of damage or discrepancies. In the unlikely event that your order is showing damage or is not correct, please contact us within 24 hours with a photograph of how the goods were received. Any discrepancies must be reported within 24 hours. No claims for incorrect quantities or damages can be accepted after 48 hours of delivery as claims must be logged and processed within 14 days of dispatch.
  • Due to the manufacturing process products may vary in shade, tolerance and calibration this is especially prevalent in natural products. The variance in colours and textures is not a defect, but merely a characteristic and most natural products will require sealing prior to grouting and may require ongoing maintenance.
  • 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 if the wrong quantity of tiles, or tiles that are not suitable for a particular place when they have been ordered. Due to the manufacturing process products may vary in shade, tolerance and calibration this is especially prevalent in natural products. Any variance in colours and textures is not a defect, but merely a characteristic and all natural products will require sealing and will require ongoing maintenance.
  • You should not arrange for fitting until all goods are received, your order is complete, and you have checked and are happy with the goods. We cannot be responsible for any failure to meet any consequential losses if your delivery is delayed, or you are not happy with your order.
  • If you are in any doubt about the suitability of the product, do not proceed to fitting but please contact our customer services team who would 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. If you have ordered a sample or require further tiles for your project, please check this against your order prior to fitting to ensure that you are happy to proceed. We also 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 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.

Cancelling An Order

You have the right to cancel this contract 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 if they are in the original unopened box. We are unable to accept any returns of any perishable items.

To exercise your right to cancel, you must inform us of your decision by a clear statement by email. Please email [email protected] to inform us in writing that you wish to cancel your order.

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 send the goods back to us at The Stone & Tile Company Ltd, Unit 4 Tungsten Park, Bardon Road, Coalville, Leicestershire LE67 4BL, without delay and in any event within 14 days of you notifying us of your cancellation of the contract. You will bear the cost of returning the goods to us except where the goods are returned because they are either faulty or misdescribed, in which case we will refund any reasonable costs you incur in returning the goods to us. Goods must be returned in the same condition as at delivery and are not damaged, broken, fractured, cut or scratched in any way.

You are responsible for paying any postage or shipping costs incurred when returning the product. If you are unable to organise the return, we may make arrangements to have the product collected from you. The cost of this collection will be passed on to you, which could be higher than your original delivery charge.

We also reserve the right to charge a 25% restocking fee for any goods deemed ordered in error, deemed unsuitable by the customer or not required anymore.

Refunds will not include the initial delivery charge as this charge still applies.

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

We are entitled to reject a return that is considered in its reasonable opinion that such goods are damaged, broken, cut or scratched in any way. 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 your order you submitted to us).

Please note that we are unable to accept returns for any tiles after the tiles 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 not 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.

Leftover stock - we offer continually low prices and have a rapid stock turnover, so we are unable to accept returns of any leftover products or items that fall outside of a full order cancellation.

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.

Faulty Goods

If you wish to return the goods to us because they are faulty, you should notify us that the goods are faulty no later than 48 hours after delivery by contacting us using the number or email provided on our Contact Us page. We will ask you to return the goods to us and if after inspection the goods are found to be faulty, we will provide you with a refund for the cost of arranging such a return. 

If we are able to replace any faulty items we will endeavor to do so, however we must be informed within 48 hours of delivery of any faults by email or phone and must receive photographs of all tiles in question so they can be evaluated. We cannot accept any liability for any minor differences in any subsequent batch or batches that you may require replacements from. You should also not arrange fittings until all goods are received and your full order is complete.

Events outside of 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.

Time shall not be of the essence. We shall not be liable or be deemed to be in breach of the Contract by reason of any delay in performing, or if any failure to perform, was due to any cause beyond our reasonable control. Without prejudice to the generality of the foregoing, the following shall be regarded, although not exclusively, as causes beyond our 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.

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.

 

Storing your tiles

Ready to order but don’t need your tiles immediately? We can store your order in our warehouse for up to one month, completely free. There will be a small charge per pallet per week if you’d like us to hold your tiles a little longer.

Please contact sales@stonetilecompany for further details.

If we have stored your tiles and you then wish to cancel your order or make any changes, we reserve the right to charge a 25% restocking fee.

We offer continually low prices and have a rapid stock turnover, as such if we have stored tiles and no longer have the same batch in stock you will not be able to make any changes to your order and all items are non-refundable.

Special Order Items

Any special-order tiles ordered through our showroom or website will be quoted on an individual basis. As special-order lines are ordered bespoke and they must be paid for prior to dispatch from the factory, once they are dispatched, they are non-refundable.

Any shipment arrival dates are estimations and delivery dates cannot be guaranteed. We cannot be held liable for any delays which are outside of our control. We would advise that your fitter is not booked until you have confirmation that the stock has arrived.

Customer Information

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

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.
  • The Stone & Tile Company reserve the right to remove any offer without prior notice.