Stiled Delivery Terms & Conditions
Returns & Cancellations
It is no problem if you change your mind after the delivery as we offer a 30 day fuss free return policy. Just send us the goods back in their original condition and we will refund you minus the original delivery charge that was incorporated into the price.
If you wish to return your order we are happy to accept the return on condition that the product is in its original packaging and is still in sold condition. You will be responsible for arranging return at your own cost and ensuring the tiles are appropriately packed to avoid damage. We can only accept your full order return. Note there will be a 20% restocking charge for returns and transport costs will be deducted from the refund amount.
On receipt of the returned goods at our yard on inspection we will refund you for the tiles within 14 days. We will contact you to let you know we have received your tiles. Note we cannot accept returns of excess product or leftovers and are not responsible for consequential loss due to delay in receipt of the goods. For security reasons we can only process your refund onto the original payment method.
Should you need to change or cancel your order please contact us as soon as possible. If your order has already left our warehouse a redelivery charge will apply.
Receiving & Pickup
A responsible person is required to physically check and sign for your order, we recommend that the nominated person inspects for any damage, checks all items are present before signing. If you receive any faulty or damaged products please contact us immediately while the driver is still with you. If no one is at the property to sign for the delivery or the property is inaccessible then unfortunately redelivery charges will be incurred.
These are normally from 8am to 6pm. We do ask the delivery drivers to call one hour ahead, where it is safe and possible to do so.
Please inform us in advance if there are any access issues eg road repairs or closures, narrow or steep lanes. There may be an extra charge if redelivery or a smaller vehicle is required.
Pallet delivery is through a third party courier with tail-lift and manual pump truck. As a result the couriers can only offer kerbside drop, or the nearest access on a hard surface. If your property has loose gravel, soft ground or is on an elevated surface the pallets will need to be delivered at the nearest suitable and safe area.
If your driveway is accessible by the couriers vehicle the product may be offloaded onto your drive but only with your agreement. Any other service like this is strictly between you, the customer and the courier, and is not part of our contract with you.
Please note that delivery drivers are not insured to enter your property, open the pallets, physically handle any tiles,take away the pallet or any packaging. We recommend arranging help to immediately move your order into your property. Tiles are heavy (25KG or more) so care should be taken.
Delays & Damages
Very occasionally, there may be a delay to your delivery that is outside of our control. If this occurs we will do our very best to let you know. We strongly advise that you do not book any tradesperson until after your order has been delivered. We cannot be held liable for any cost arising from delayed delivery. Please contact us.
All our orders leave our warehouse in perfect condition but damages can occur occasionally in transit. If any damages are identified please sign damaged on the delivery note and take photos of all damaged tiles within 24 hours of receiving your order.
We will replace breakages but we are unable to give you a refund for breakages occurring via transit and are unable to cover delivery costs. You can collect the replacements from our warehouse or you can organise for a courier to collect them at your own cost.
Please note that if the breakages are 10% or less they can be used for off-cuts.