Terms & Conditions
See our Terms and Conditions below.
The following terms and conditions are applicable to our website and relate to inquiries, purchases and deliveries made. Please read them carefully to make sure you understand them before completing any purchases. If you do not agree to our terms and conditions you will not be able to complete your purchase through our site. These terms and conditions do not affect your statutory rights.
We would advise that you keep a copy of these terms and conditions for future reference by either printing or saving them onto your computer.
The Porcelain Paving Studio (the trading name of Abbey Tiles Supplies Limited) Terms and Conditions are updated from time to time, you will need to agree to the current terms and conditions if you place an order and again for any subsequent orders at a later date.
INFORMATION ABOUT US
The Porcelain Paving Studio operates to sell outside and inside tiles, adhesive, grout, tile accessories and tiling tools through www.porcelainpavingstudido.co.uk. Our registered office address is Abbey Tile Supplies Ltd, Unit 4 Abbey Point, Cartersfield Road, Waltham Abbey, Essex EN9 1FE. Our company registration number is 7354268 and VAT registration number is 101039380.
We can be contacted by telephone at 01992 568686 or by email at [email protected]
PRODUCTS
The products and images shown on our website are for illustrative purposes only. Every effort is made to represent a true colour match and likeness but we cannot guarantee that your device or computer’s display will accurately show the true colours of the products.
All sizes are nominal, all tiles can vary from the size stated by a tolerance of up to +/- 5mm.
To make sure of colour and texture before you purchase we recommend that you use our sample service, details of which are available, please see below.
Due to stock turnover and restocking, we cannot guarantee that we can supply the same shade batch as the sample or the same shade from order to order.
SAMPLE ORDERING
We recommend and encourage all customers to use our sample service prior to confirming any orders, where you can make a more accurate decision about the colour, feel, finish and texture of the tiles. You may purchase a 10x10cm sample piece on most tile ranges by clicking on the orange box under the ‘Add to basket’ box. We strongly recommend that you use our sample service where possible when choosing a product to avoid unnecessary costs on returning unwanted goods.
Due to stock turnover, we draw your attention to shading and calibration variations which could be possible between the samples received and the ordered tiles that you receive, therefore before installing your tiles please make sure you have thoroughly checked and are entirely happy with the product as we cannot accept any claims after the installation has been carried out.
PRICE OF PRODUCTS AND PAYMENT
The prices of our products on our website are as quoted at the time you submit your order. We take every reasonable care to ensure that all prices are correct at the time they are entered into our system. All prices quoted are inclusive of VAT based at the current rate. Should the rate change at any time VAT will be charged at the applicable rate. This will mean that orders being processed and not paid for at the time of any VAT rate change will be subject to alteration. VAT rate changes are beyond our control but we will advise you of any change prior to completing the order so you have the option to cancel.
Prices for goods may change from time to time but this will not affect any orders that have been placed and confirmed with our order confirmation. Prices are subject to change without notice.
Payment for orders is only accepted in pounds sterling. We accept payment by most major credit and debit cards, also bank transfers and PayPal. All payments are to be made through our secure payment facility on our website. Goods, including samples, will not be dispatched until full payment is received by us.
Although prices are checked when they are entered into the system pricing errors may still occur. During the order, process prices are checked again and if it is found that the price quoted on the website is high we will charge you the lower correct amount. If however, the correct price is higher than the price displayed on the website we will contact you by phone or email as soon as possible to inform you of the error and give you the opportunity to cancel or continue the order at the correct price. We will not continue with the revised order until we have your instructions.
If we are unable to contact you on the contact details you have provided, we will treat the order as ‘on hold’ and notify you in writing.
Delivery charges will be added to orders placed by you. Charges are based on weight and geographical location and will be added to the amount payable prior to you submitting your payment to us. For further details on our scale of delivery charges please see our delivery charge page. www.porcelainpavingstudio.co.uk/delivery-information/
ORDERING
Our online ordering process allows you to select, review and check your order for errors and amend it before finally confirming your order to us. Please take the time to fully read and check your order at all stages including the delivery charges prior to confirming. When your order is submitted you are confirming that you are offering to purchase products from us at the prices advertised on our website.
We accept most major credit and debit card payments via our website. All payments are credit checked and authorised through our third-party credit agency such as ‘World Pay’ to ensure funds are available to the value of the order. Porcelain Paving Studio cannot take any responsibility for non-authorisation of payment or any delay in delivery caused.
By submitting your order on our website you confirm that the payment details provided are valid and correct and that when it’s processed by us payment will be made in full.
Acceptance of your order and the completion of the contract between us will take place upon notification of the dispatch of the ordered goods to you. At this point, you will not be able to amend your order and any cancellations must be made in accordance with our cancellation details below.
Orders are accepted and promises of delivery given are conditionally on us being able to secure the necessary products. If we are unable to supply you with a product, for example, because that product is no longer available, stock availability or because of an error in the price on the Website, or we are unable to obtain authorisation or verify your payment, 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 10 working days.
Please note that any 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.
DELIVERY
Our deliveries are carried out by third-party delivery services. Deliveries will be carried out on an 18-ton vehicle (similar size to a Fire Engine) and will be kerbside only. Every effort will be made to deliver to the nearest possible location to that required.
Deliveries are restricted to mainland United Kingdom, however, other areas can be arranged with our sales team who will be happy to arrange a delivery quotation. If this is required please call on 01992 568686.
During the order process, you will be required to confirm your delivery access. Either by confirming you do not have any restricted access by ticking the ‘no restricted’ access box. If the box is not ticked you are required to give any details in the text box provided, such as Red Routes, Parking restrictions, Height restrictions, restricted access, etc. Failure to do so could result in an abortive delivery and additional re-delivery charges.
Every effort will be made to deliver to you at the designated times as agreed but because we use a third party the delivery process is out of our control. We check that deliveries are scheduled as agreed but if an unexpected event does happen we will make every effort to contact you to advise you of any revised delivery times or days either by phone or email. We will not be financially liable for any costs due to third-party delivery delays or failure.
We would advise that you should not book any Landscaper, Tiler or Tradesmen until your goods have been delivered and checked, however, you will need a person or persons able-bodied enough to move the goods from kerbside to the location of installation within the property. Please remember boxes of tiles can be very heavy. Goods will become your responsibility at the point of delivery.
Your delivery will need to be signed for when it is delivered to you so please ensure you make necessary arrangements for someone to be at your address to accept the delivery. If nobody is able to accept delivery of your goods at the agreed time, this may result in the goods returning to us and any charges for redelivery will need to be paid by you.
Please check the delivery carefully for any damage or breakages that might have occurred in transit. If there is damage you should make a clear note of this on the delivery paperwork. Please sign ‘unchecked’ or ‘damaged’. It is also advisable to take photographs of the delivery before it is broken down to be moved.
No claims will be accepted by the third-party delivery service or The Porcelain Paving Studio for breakages that are not notified on the delivery paperwork. Breakages should also be reported directly to us within two working days where we can follow this up with the third-party delivery service.
Any shortages are to be reported directly to us within two working days.
PRODUCT QUALITY / WARRANTY LIABILITY
We are happy to assist with working out measurements and suitability of products for particular installations but it is ultimately the customer’s responsibility to ensure the suitability and quantity prior to the installation taking place. We will not be responsible financially or otherwise for the wrong quantity of tiles or tiles that are not suitable for a particular installation.
The supply of goods does not mean that they are suitable for a specific installation. The Porcelain Paving Studio can only be held responsible for any failure against products supplied, to the extent that the manufacturer of such products is prepared to guarantee the same.
No tiles are guaranteed against crazing and all tiles are susceptible to impact damage and this is unrelated to the wearing grades. Tiles can wear and must be protected against things such as grit, movement of appliances and items being dropped on the surface. No tiles are guaranteed against chipping or misuse.
Some variations in size, shape, manufacturing tolerance, shading and pattern are inherent in the manufacture of tiles and therefore The Porcelain Paving Studio accepts no liability.
It is the responsibility of the Landscaper, Tiler or Tradesperson to use where possible, goods from a variety of separate boxes to ensure that any batch, colour, shading and quality variances are minimised.
Any fault, quality or shading issue with the tiles supplied will remain the responsibility of the manufacturer. The Porcelain Paving Studio will accept no responsibility for further or subsequent loss or expense if the tiles are faulty, or not to your acceptance. Any such issues will be passed to the manufacturers, whereby any claims will become solely the manufacturer’s liability, and any disclaimers or notes printed on boxes or packaging will become the responsibility of the customer to read and accept, prior to use or fixing.
Each tile should be carefully examined individually before fixing. Fixing the tiles constitutes acceptance of their quality. The Porcelain Paving Studio accepts no liability for faulty installation work or the quality or correctness of the tiles once fixed. As far as the law permits, liability is limited to the replacement of faulty items or a refund of their cost and excludes any consequential loss, including the cost of removal and re-fixing.
30-DAY RETURNS POLICY
Damages / Incorrect Delivery / Shortages
If you receive damaged or incorrect tiles, you will need to inform us within 2 working days of delivery. We will either refund your money or send replacements as quickly as possible. Please contact the Sales Team at 01992 568686 or email us at [email protected] (please quote your name and order number).
SURPLUS
We will refund any tiles, in full box quantities only, in their original boxes within 30 days of the date of delivery. The customer will be responsible for arranging the return of the goods.
Refunds will be processed within 5 working days following the safe return of the tiles or accessories*
*Unfortunately we do not accept exchanges or cancellations on ADHESIVES, GROUTS, OR SILICONE.
*We do not accept exchanges or cancellations on CLEARANCE and JOB LOT items.
#Please see Returns Form and Tracking Number section below on how to return items.
CHANGE OF MIND / CANCELLATION
The customer will have the right to return goods if they are not happy with their selection. Please notify us of your intention to return the goods within 10 days of receipt. The goods must be returned in their original packaging. The customer will be responsible for arranging transport and insurance of goods to be returned and return within 30 days of receiving their original order. Refunds will be processed within 5 working days following the safe return of the tiles or accessories*, original delivery costs will not be refunded.
Any subsequent reselection of tiles will be subject to a delivery charge, as set out in our Prices and Delivery Terms.
*Unfortunately we do not accept exchanges or cancellations on ADHESIVES, GROUTS OR SILICONE.
*We do not accept exchanges or cancellations on CLEARANCE and JOB LOT items.
#Please see Returns Form and Tracking Number section below on how to return items.
#RETURNS FORM AND TRACKING NUMBER
For any returns, a Returns Form and Tracking Number MUST be obtained from our Customer Service Team by calling on 01992 568686 or emailing us at [email protected] (please quote your name and order number). You MUST have a valid Tracking Number supplied by us before you return your goods. Without this number, any refunds may take longer to process or may not be given, if we cannot track the return.
Return Address
Goods are to be returned to Porcelain Paving Studio, Unit 4 Abbey Point, Cartersfield Road, Waltham Abbey, Essex, EN9 1FE. Please ensure returns are delivered to this address ONLY between the hours of 8.30 am to 4.30 pm Monday to Friday (not including Bank Holidays). We will not be held responsible for goods delivered outside of these times or left with neighbouring properties or businesses or left outside our property unattended.
RELEVANT REFUNDS WILL ONLY BE GIVEN ON GOODS DELIVERED DIRECTLY TO OUR PREMISES
REFUNDS
Once a refund has been agreed and confirmed, the money owed will be credited to the original payee, via the original payment method used to pay for the order. We cannot hold any ‘funds’ in credit.
RETURN CONDITIONS
In Good Condition
All tiles are to be returned in good condition and suitable for re-sale, they must not have been used/installed/fixed.
In the Original Packaging
All tiles are to be returned securely in their original boxes.
Transport & Insurance
The customer is solely responsible for arranging the return transport, insurance and any associated costs. This must be done within 30 days of receiving the order.
*Unfortunately we do not accept exchanges or cancellations on ADHESIVES, GROUTS OR SILICONE.
*We do not accept exchanges or cancellations on CLEARANCE and JOB LOT items.
Refunds will be processed within 5 working days following the safe return of the tiles or accessories*, original delivery costs will not be refunded.
CANCELLATIONS
You have the right to cancel this contract within 10 working days without giving any reason. The cancellation period will expire after 30 days from the day on which the products are delivered to your address as set out in your order. Products can be returned as long as they are in the original unopened box.
To exercise your right to cancel, you must inform us of your decision to cancel the contract by a clear statement (e.g. a letter sent by post or e-mail). You should exercise your right to cancel by contacting us at the address or e-mail address set out on our Contact Us page Contact Us.
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 10 working day cancellation period has expired.
If you cancel the contract you will need to arrange to send the goods back to us at Unit 4, Abbey Point, Cartersfield Road, Waltham Abbey, Essex EN9 1FE 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 cancelled and 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.
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 10 working 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 5 working days after the day that we either receive the goods back from you.
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.
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.
Samples are excluded from our cancellation policy.
FAULTY GOODS
If you wish to return the goods to us because you believe they are faulty and misdescribed, you should notify us that the goods are faulty as soon as possible after delivery by contacting us using the following phone number 01992 568686 or email [email protected] or go to our contacts page. We will arrange to collect the goods and arrange a full refund or replacement of the goods.
EVENTS OUTSIDE OUR CONTROL
We will not be liable or responsible for any failure to perform or delay in the performance of any of our obligations under our contract with you that is caused by an Event Outside Our Control.
An “Event Outside Our Control” means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotions, riots, invasion, terrorist attack or threat of terrorist attack, fire, explosion, storm, blizzard, flood or other inclement and unordinary weather condition, subsidence, epidemic or other natural disaster or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.
If an event Outside Our Control takes place that affects the performance of our obligations under our contract with you:
We will contact you as soon as reasonably possible to notify you of this and 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.
You may cancel a contract affected by events outside our control that have continued for more than 10 working days. To cancel please contact us at 01992 568868 or [email protected] to let us know, we will either arrange to collect any goods previously delivered or you return the goods and we will give a full refund including the delivery cost. The refund will be within 5 working days of the safe receipt of the goods.
CUSTOMER INFORMATION
If you have any queries or complaints regarding your order please phone on 01992 568686 or email [email protected] or contact us using the contact details you can find on our Contact Us page.
