Terms & Conditions

This text outlines the terms and conditions on which we supply the items or good as listed on our website: www.ashfordtileandbathroom.co.uk to you (the customer). These terms and conditions do not affect your statutory rights. Could you please read the below terms and conditions carefully before placing an order on our website. By placing an order, you accept that you are agreeing to be bound by these terms and conditions.

If you need any information about any terms outlined herein, please contact us via email on onlineorders@ashfordtileandbathroom.co.uk. Every effort has been made to ensure the accuracy of all information on our website, however information should only be used as a guide and final checks should be made before purchase and installation. We reserve the rights to amend any details, prices and specification without notice. All images are for illustration purposes only and are subject to change.

Summary

All products must be inspected and issues must be reported within 48 hours of delivery. All the packaging must be kept safe and in good condition for 30 days, just in case a return has to be requested.

The risk in any goods sold shall pass to the buyer on delivery, but title to any such goods shall not pass until the purchase price thereof has been remitted to us.

Delivery / Shipping

Delivery dates and times are estimated and are given in good faith and may be subject to change due to factors and circumstances beyond our control.

We offers a standard kerbside delivery through third-party courier services. Standard deliveries are only on kerbside, and an able-bodied person is required to receive the delivery and to sign for the items. The customer is responsible for arranging access to the delivery address and must report any special access requirements prior to delivery.

On request, we may be able to provide next day delivery service but orders must be placed before 12.00 noon. Please note that next day delivery cannot be guaranteed due to potential delays with dependency on third party carriers.

Colour or shade variation

Colours and shades must be checked before installation. Tiles, bathroom ceramics and acrylics have characteristics that make them appear slightly different in different lighting conditions. No items are guaranteed against shade variation. Any items delivered in incorrect colour must be reported within 48 hours and return process should be started.

Quantities

Person placing the order must double check the quantities required with the installer or fitter. Ashford Tile and Bathroom Centre can not be held responsible for incorrect measurements and quantities provided by you.

Return of damaged items

Damaged and incorrect items must be reported to us via email within 48 hours from the time of delivery. Any damages or issues reported after 48 hours will be assumed to have been caused whilst the items were in your possession. Same timeframes should be followed if any item from your order is missing or your order is not complete.

If you need any information or are unsure about any terms outlined herein, please contact us via email on onlineorders@ashfordtileandbathroom.co.uk.

1. Interpretation

1.1 Conditions: meaning the terms & conditions set out within this document.

1.2 Contract: the legally binding agreement between yourself and Ashford Tile and Bathroom Centre for the sale & purchase of items which incorporates these conditions.

1.3 Special Order Items: Customised items that are not stocked and are specially sourced on your request, these items are highlighted on the website.

1.4 Delivery location: the location within England, Wales, Scotland & Northern Ireland only, where your ordered items are to be supplied & sent. This location must be set out within the order.

1.5 Made to Order: items specifically built, amended, or personalised for you.

1.6 We, Us & Our: refers to Ashford Tile and Bathroom Centre, a trading name of Ceramic Centres (Home Counties) Limited - a company registered in England & Wales under the company number 001116109; VAT number GB 208 687 341. Our registered office address: Ashford Tile and Bathroom Centre, 121 Convent Road, Ashford, Surrey, TW15 2HW. Email address: onlineorders@ashfordtileandbathroom.co.uk

1.7 You, Your: refers to the customer placing the order.

2. Pricing and Payment

2.1 All advertised prices include VAT, unless stated otherwise.

2.2 All items are to be paid for in full at the point of ordering.

2.3 We reserve the right to amend or update any price at any time. Orders already placed or paid for are not to be affected by price increases.

3. Delivery

3.1 Delivery dates and lead times are given in good faith, are not guaranteed and may be subject to change.

3.2 The customer is responsible for arranging access to the delivery address and must report any special access requirements prior to delivery.

3.3 Our standard delivery service is a kerbside service only, delivery drivers will not take goods inside your property.

3.4 No liability for damages caused to your property inside or outside will be accepted by us. If under any circumstances, you allow the delivery driver to enter your premises you do so at your own risk.

3.5 All standard deliveries are kerbside drop. An able-bodied person must be present to sign for delivery and move goods to a safe place.

3.6 On some occasions delivery charges may be higher than initially advertised, due to the weight of the goods, location, distance from the dispatch location or when customers wish to split deliveries. In such cases customers will be required to pay the additional delivery charges before goods are dispatched.

3.7 At the time of delivery, if any signs of damage are seen on packaging, then customer must record this on the delivery note before accepting and signing for the delivery. A claim will then be filed with the delivery service. Replacement items will be dispatched once the delivery company has accepted liability for the damage. Alternatively, only if the packing is showing signs of damage, items can be refused after taking pictures of the damaged packing.

3.8 Customers must check for any items missing from a delivery, before signing for items. Any missing items must be reported to Ashford Tile and Bathroom Centre within 48 hours of delivery.

3.9 If no one is present to accept delivery of good or if there are any issues preventing access, which were not reported prior to delivery, a repeat delivery charge will apply. Repeat delivery charges will not be refunded if an order is cancelled whilst out for delivery or if the delivery fails again.

3.10 For store collections, customers must check that items are not missing or damaged from the order before leaving the premises.

3.11 Customers are advised to have orders delivered minimum one week prior to the installer coming to fit the items. This would provide the customer enough time to verify that all items are delivered, correct as ordered, and are not damaged. This would also allow time for any unexpected delays in delivery and would allow Ashford Tile and Bathroom Centre to rectify any issues. Ashford Tile and Bathroom Centre are not responsible for any delays to installation due to goods not being ordered or checked before fitting the products.

3.12 Next day delivery must be ordered before 12.00 noon. Any items ordered for next day delivery after 12.00 noon will be processed on the next day, for delivery on day after next. Next day delivery cannot always be guaranteed as we use third party carriers for delivery. Also, the exact time of the delivery can not be provided. Please be aware that delays can happen as circumstances are not always on our control.

4. Cancelling order

4.1 If you cancel your order before the items are dispatched, we shall process your refund within 5 working days.

4.2 Orders cancelled after the dispatch or if the delivery is refused, there will be a charge of £50 per pallet for the items to be returned back to us. We shall let you know where goods need to go back as different items are dispatched from different locations.

4.3 For orders placed via our website or via telephone, customers have 14 days starting from the day of delivery to inform us that they wish to cancel the order and return the items. We must be informed in writing by sending email to onlineorders@ashfordtileandbathroom.co.uk or by calling 01784 242 877.

4.4 Goods must be returned to us within 14 days after we confirm that your return is accepted.

4.5. Your right to cancel excludes Made to Order items. See section 7.2.

4.6. We reserve the right to cancel your order for any reason. You will be notified of any cancellations as soon as reasonably practicable.

4.7. Reimbursements will be made no later than 14 days after the day we receive goods back from yourself and the goods have been inspected. All refunds will be made to the same account which payment was taken from.

5. Returns policy

5.1 If you wish to return the items, you have 14 days after receiving your items to notify us and request a return. You have 14 days from the date of notification to return the items to us. (Exclusions apply. See section 7).

5.2 Items must be in original packaging and in a resalable condition. To be eligible for a return, your item must be in the same condition that you received it, unworn and unused, with no signs of installation.

5.3 To start a return, you can contact us at onlineorders@ashfordtileandbathroom.co.uk. Please include in the email your order number, name of items and the pictures of items that you wish to return. You will also need the receipt or proof of purchase. Refunds will be processed within 5 working days after our receipt of the returned goods.

5.4 We will not be able to accept the return of opened shower enclosures and shower doors unless they have been confirmed as a faulty. This is due to health and safety risks as domestically repackaged glass may not be lift able and may be non-transportable and can not be resold.

5.5 There will be a charge of £50 per pallet for the items to be returned back to us. If your return is accepted, we'll send you instructions on how and where to send the items as different items are dispatched from different locations.

5.6 Please note that it will be your responsibility to arrange the courier and insurance for items that you wish to return. Customer shall be responsible for any damage to the items during return transit. If items are damaged during transit back to us it is your responsibility to claim for damages from the delivery company used.

5.7 If you ask us to collect then items will be refunded in full minus outgoing delivery and return charges. You will be responsible for arranging the return and all costs associated with the return.

5.8 Items sent back to us without first requesting a return will not be accepted.

6. Faulty, Damaged or Missing items

6.1 You must inspect the order upon arrival and contact us immediately if any of the items is defective, damaged, missing or if you receive the wrong item, so that we can evaluate the issue and make it right.

6.2 You must inform us within 48 hours for any damaged and incorrect items to be replaced.

6.3 Take photographs of any damaged items or damaged packaging on delivery and send them to us for inspection and to speed up the replacement process.

6.4 Items can only be replaced before commencing with installation. By starting to install the item you are accepting that the goods are in good condition.

6.5 Once we have confirmed the item is faulty or damaged, we will contact you to arrange next steps. Goods should not be disposed of without our confirmation.

6.6 You may be asked to dispose of damaged/ broken tiles, should we decide not to get them back for inspection.

6.7 Items damaged due to poor handling, storage and maintenance or negligence will not be replaced.

6.8 All replacement goods will be shipped via standard delivery directly to you at our cost.

7. Return exclusions

7.1 Items excluded from our returns policy include: tiles, made to order items, special order items, and perishable items (such as grout and adhesive).

7.2 Made to Order items cannot be cancelled or returned as unwanted as they are specifically manufactured or altered for customers such as Whirlpool Spa Baths, Tongue and Grove Wall Panels and personalised items.

7.3 Perishable item is defined as anything that can lose its usefulness and value if not appropriately stored or transported, or if not utilised within a certain time, such as adhesive and grout.

7.4 Special Order Items are defined as any items which do not appear on our website or brochures. Such items can only be cancelled within 24 hours of order confirmation.

7.5 Tiles - spare tiles which are surplus to requirement cannot be returned as the transportation costs and restocking costs usually outweigh refund amount.

8. Tile orders

8.1 It is the customer's responsibility to ensure that the quantity of tiles ordered is correct.

8.2 If additional tiles are ordered later, we cannot guarantee to match the shade exactly to tiles from a different batch or from a previous order, as the shade of tiles may vary between batches.

8.3 All our tiles adhere to British standards on tile size tolerances. Exchanges or refunds will only be accepted for tiles exceeding British Standard tolerances. Tile sizes may vary slightly as tiles are made of natural materials.

8.4 You must check that you have the correct shade and size of tile before commencing installation. Return requests or reports of incorrect tiles will not be entertained after installation has started.

8.5 Tiles cannot be collected from our office address and must be delivered to your address only.

8.6 A small number of tiles may be damaged or broken in transit. Tiles are often required for cuts for which these damaged tiles, if any, can be used. However, if an unacceptable number of tiles has been damaged, please report to us within 48 hours so that we can arrange replacements.

8.7 It is not unusual for a small portion of tiles to be damaged to some degree upon delivery.

9. Indemnity

9.1 The risk of damage to or loss of any goods sold by us will pass from us to the customer upon delivery or collection.

9.2 We would not accept liability for damage caused by the operation or installation of the goods. This includes any damage to product supplied by us or any other items owned by you.

9.3 You must engage the services of a qualified installer or fitter, otherwise any warranty on product may be deemed void.

9.4 Customer must hire a qualified plumber who must ensure that any showers, taps etc are suitable for water pressure at your location before starting to install. Ashford Tile and Bathroom Centre cannot be held responsible for incompatibilities in water pressure.

9.5 We cannot be held responsible for any delays caused by products not fitting due to unforeseen or unadvised circumstances.

9.6 No items are guaranteed against shade variation. Colour match is as exact as the manufacturing process and materials allow and must be checked before installation. Woods are natural materials and therefore will have grain and colour difference. Tiles, ceramics, and acrylics have different light characteristics and will appear slightly different in certain lighting conditions to others.

9.7 All electrical items must be installed by a fully qualified electrician otherwise the guarantee of the product will become void.

9.8 Any disputes between customers and installers must be resolved mutually as we do not intervene under any circumstances.

9.9 Customer must check the location of any pipework or electric wiring with qualified installers before designing the space and ordering the items as this may impact the measurements of goods to be ordered. It is essential that you check the design and measurements with your installer prior to ordering goods.

9.10 We cannot be held responsible for the measurements and any products incorrectly fitting within the space.

10. Guarantee of goods

10.1 Guarantees cover products purchased directly from us only, for normal domestic use. Guarantees cover the material structure of the goods against manufacturing defects for the stated guarantee period.

10.2 Customer must check the duration and extent of guarantee before contacting us. Guarantees do not need to be registered as they are automatically applied. If you need to make a claim you must contact us by email to onlineorders@ashfordtileandbathroom.co.uk stating your order number or proof of purchase along with information and pictures of fault.

10.3 If a fault is deemed to be within the terms of the guarantee we will advise you of how to proceed and what measures need to be undertaken.

10.4 It is at our own discretion to replace in part or whole any product which is covered by our guarantee.

10.5 If a like for like replacement is not possible due to product being discontinued or out of stock, we reserve the right to replace the product with the nearest equivalent or of equal or higher value.

10.6 If replacement items are supplied and the original one is found not to have any defect, we reserve the right to levy a charge for such items including all associated costs such as delivery charges etc.

10.7 The guarantee is applicable in the UK & ROI only, covers the products but does not cover;

A. Non-domestic use

B. Products not installed or used in accordance to written instruction.

C. Wrong plumbing practice or any relating legislation

D. Fair wear and tear, including moving parts like rubber seals etc, which are likely to perish through fair usage over time.

E. Parts which do not constitute the material structure of the product.

F. Negligence, mis handling, abuse or miss use of the goods.

G. Fault caused by electrical issues or electrical failure in goods such as illuminated mirrors etc.

11. Privacy and Data Protection

11.1 Your personal and any other information you provide is only used to provide you the goods, to handle your payment for the goods and to help us to comply with the duties and responsibilities under the law.

11.2 We use your information to tell you about our products and services only with your consent and on the condition that we stop when instructed to do so by yourself in writing.

11.3 We endeavour to use reasonable care to keep your information secure and confidential. You promise that the information provided by you is true and that you will notify us of any changes as soon as possible.

12. Jurisdiction and Governing Laws

12.1 The contract between you and Ashford Tile and Bathroom Centre will be governed by the law of England & Wales.

12.2 Disputes can be submitted to the jurisdiction of the courts of England & Wales or where you live in Scotland or Northern Ireland. Also, if you wish, you can use out-of-court redress mechanism. We aim to resolve all issues at our level and expect the customers to provide us with opportunity and enough time to address any issues.

13. Promotions, Discounts and Offers

13.1 Our website and in-store brochures display the Recommend Retail Price (RRP) based on standard comparable high street prices in UK.

13.2 Advertised prices on website refer to our standard discount from the RRP and are not part of any sale.

13.3 All prices, offers, promotions and discounts are subject to change without prior notice. Any mentioned price is an offer to treat, not a legal obligation and can be withdrawn anytime at our discretion. Offers, promotions and discounts are subject to the availability of selected items.

13.4 Exclusions apply to all discounts, promotions and offers and are provided at the discretion of the management.