Delivery & Returns
Damaged product, refunds and exchange policy:
Please note we only offer one delivery option which is next working day if ordered before 12. You are not specifically paying for next day delivery but rather paying a delivery fee which we endevour to fullfil as a next day service at no extra cost to yourselves. We try our absolute best to get all orders out if ordered before 12 but on the rare occasion due to unforseen circumstances such as early collections of orders by the delivery company, busyness of the courier company or high volume of orders which overload the sales staff, we cannot 100% guarantee that every order before 12 will definately be there on the next working day.( sorry if this causes issues for you, its not our intention).
Please note: We always recommend getting the goods delivered then booking your tiler or fitter as we don't want you to have to delay the job if there is a delay with the delivery company due to unforeseen circumstances.
So when you are paying for delivery Orders are accepted from the buyer and promises for delivery are given conditionally on our being able to secure the necessary material. We are unable to accept any risk due to uncertainties of manufacture, strikes, accidents or any other cause beyond our control. As soon as the goods have been delivered the customer will be responsible for their safekeeping. No claim can be entertained for damages or faults due to incorrect storage.
Any dates quoted for delivery are approximate only and the company accepts no responsibility for any delay however it may have been caused.
Deliveries to sites are accepted on the understanding that delivery will be to the kerbside of the nearest hard road closest to the site and is accessible by the vehicle. A signed delivery note is deemed to be conclusive evidence that delivery has been made and compliance made in the contract.
We do not accept orders at this present time for delivery to addresses outside the United Kingdom mainland. Orders for The Tile Experience cannot be accepted over the telephone. Any advice required should be via the ‘contact us’ section of the website. All orders must be paid for in full prior to despatch. Unfortunately it is not possible to add to orders once they have been paid for.
Returns and Conditions of Sale:
Please be aware that we do have t's and c's when it comes to shipping and returns but know that we will try our best to make sure we can help you no matter what the situation. So please let us give you peace of mind that we will always assist you when you order with us. Please see the Jargon below...
In the unlikely event that any order purchased from the The Tile Experience should prove faulty we may offer a repair, exchange or refund as appropriate within 30 days of purchase. If you no longer want or need the product you have purchased then you also have 14 days to return it to us for a no questions asked refund, please be aware that the cost of the return shipping is on you the customer and the refund will only be on the products bought and not include the delivery fee.This will be in accordance with your legal rights. You may email us using the firstname.lastname@example.org or telephone 02086894187. This telephone number is only operational during normal office hours (Monday –Friday 8.00 am – 5.00pm, although messages can be left outside these hours. Please be advised that we are not open over the weekends, Sorry if that causes inconvenience). No claims for breakages or shortages will be entertained after the delivery note has been signed. All breakages and shortages must be clearly written on the delivery note. Please thoroughly check your order before signing. In the unlikely event of any shortage or breakage and you have signed the delivery note stating the shortage/breakage on it please.
Returns can be sent back to: Boyden & Co Ltd , 108 Beddington Lane, Croydon, CR0 4YY . Please make sure to put your name and order number on the package so we can process it when we receive it.
The supply of any goods does not mean that they suitable for any specific installation. The seller can only guarantee any product for any installation in as far as the manufacturer of any product guarantees it. No tiles are guaranteed against cracking and are always sold subject to shade variation as is expected in the supply of any glazed or fired product. No claim can be entertained once tiles have been fixed. We will not under any circumstances accept any claims for late or incorrect delivery. As a company we always recommend that you do not book a tradesperson until the correct goods have been delivered
All items sold requiring electricity should only be fitted or used according to the manufacturer’s instructions. Always read any relevant manuals or safety instructions and obtaining the advice of a professional electrician where required.
Special order product returns : Please note that special orders are not able to be returned for a refund. They might be able to be returned to the supplier but this will be at your own expense and might encure a restocking fee of between 20-30%. We can get an estimate for you if you get in touch with us.
The Tile Experience whether by the use of the website or by telephone is committed to providing only the highest levels of customer service. Our employees are well trained and well informed and The Tile Experience will deal with any issue or query to the highest possible standard.
Goods will be accepted back for credit subject to the cost of any transport cost incurred in the return of goods to the seller paid for by the buyer.
Goods will only be accepted back in a good saleable condition determined at our absolute discretion.
The buyer is responsible for ensuring that they have ordered sufficient quantity for their purpose. The seller accepts no responsibility and any guides are approximate only.
No variation to these terms and conditions are accepted unless confirmed by the seller in writing prior to despatch.
Contracts are made and accepted subject to these conditions of sale and shall be governed by English Law and no other.