Terms and Conditions – Tiles2Go Ltd

  1. Where to find information about us and our products

You can find everything you need to know about us, and our products on our website, our catalogues or from our sales staff before you order. We also confirm the key information to you in writing after you order, either by email, in your online account or on paper.

  1. When you buy from us you are agreeing that:
  1. We only accept orders when we’ve checked them
    • We shall contact you to confirm we’ve received your order and when we dispatch or supply the product to you.
  2. Sometimes we reject orders
    • Sometimes we may reject orders, for example, because a product is unexpectedly out of stock, because we can’t verify your age (where the product is age-restricted), because you are located outside our delivery areas, as stated on our website and in our marketing or because the product was mispriced by us. When this happens, we let you know as soon as possible and will refund any sums you have paid.
  3. We charge you when we accept your order
    • However, for some products we take payment at regular intervals, as explained to you during the order process. You will own any goods once we have received payment for them in full.
    • We do not take responsibility for the non-authorisation of online payments where additional credit checking processes are required, nor for any delay or cost incurred by the Buyer as a result of a delay in the credit authorisation process.
  4. We charge interest on late payments
    • If we’re unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 4% a year above the Bank of England base rate from time to time.
    • Interest charged accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You shall pay us the interest together with any overdue amount.
  5. We pass on increases in VAT
    • If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.
  6. We’re not responsible for delays outside our control
    • If our delivery of your product is delayed by an event outside our control, such as but not limited to, the delivery vehicle carrying the goods breaks down, import or export regulations, war or threat of war, fuel shortages, staff or third-party shortages or an Act of God, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team: bg@tilestylelancs.co.uk or 01772 311113 to end the contract and receive a refund for any products you have paid for in advance, but not received, less any reasonable costs that we have already incurred.
    • Time is not of the essence in relation to any delay of performance for delivery of the goods.
  7. Products can vary slightly from their image online
    • A product’s true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different.
  8. You’re responsible for making sure your measurements are accurate
    • If we’re making or supplying the product to measurements you provide, you’re responsible for making sure those measurements are accurate and correct.
  9. Our obligations to deliver
    • The Company reserve the right to utilise a variety of transportation services to deliver the goods. We will make all reasonable efforts to make the delivery as promised, however in circumstances where it is not practical or possible to complete the delivery, we will not be obliged to deliver as agreed.
    • We expect that upon delivery of goods, you or your representative will be present to sign for the goods. If however, we are required to deliver the goods without signature, the responsibility for the goods is yours from this point.
    • Our staff and representatives will not deliver goods inside your home.
  10. If you bought online, by mail order, or over the telephone you have a legal right to change your mind.
  11. Your legal right to change your mind. For most of our products bought online, by mail order, or over the telephone you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.
Your legal rights
14 days to change your mind, online and telephone, and mail order sales only.
You shall pay the costs of return


  1. When you can’t change your mind. You can’t change your mind about an order for:
  • services, once these have been completed;
  • goods that are made to your specifications or are clearly personalised; and
  • goods which become mixed inseparably with other items after their delivery.
  1. The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after you have placed your order with us.
    • To let us know you want to change your mind, contact our Customer Service Team: bg@tilestylelancs.co.uk or 01772 311113.
  2. You have to return the product at your own cost. If your product is goods, you have to return it to us within 7 days of your telling us you have changed your mind. Returns are at your own cost, unless we expressly offered free returns in writing when you bought the goods. You can:
    • bring the product to one of our stores or by contacting our Customer Service Team: bg@tilestylelancs.co.uk). You will need your email receipt and the card you paid with.
    • send the product back to us. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won’t refund you the price. For help with returns, including our collection arrangements for goods which can’t be posted, contact our Customer Service Team: bg@tilestylelancs.co.uk.
  3. We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product’s condition is not “as new”, price tags have been removed, the product-branded packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team: bg@tilestylelancs.co.uk can advise you on whether we’re likely to reduce your refund.
  4. When and how we refund you. We refund you as soon as possible and within 14 days of you telling us you’ve changed your mind. If we refund you within 14 days of receiving them back from you (or receiving evidence you’ve sent them to us). We refund you by the method you used for payment. We don’t charge a fee for the refund.
  5. You have rights if there is something wrong with your product
    • If you think there is something wrong with your product, you must either bring it into one of our stores or contact our Customer Service Team: bg@tilestylelancs.co.uk.
    • We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember that you have several options for resolving disputes with us.


Summary of your key legal rights

If your product is goods, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

·         Up to 30 days: if your goods are faulty, then you can get a refund.

·         Up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.

·         Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

If your product is services, the Consumer Rights Act 2015 says:

·         You can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it.

·         If a price hasn’t been agreed upfront, what you’re asked to pay must be reasonable.

·         If a time hasn’t been agreed upfront, it must be carried out within a reasonable time.

  1. We can change products and these terms

We can always change a product:

  • to reflect changes in relevant laws and regulatory requirements;
  • to make minor technical adjustments and improvements. These are changes that don’t affect your use of the product; and
  • Changes we can only make if we give you notice and an option to terminate
    • We can also make the following types of change to the product or these terms, but if we do so we’ll notify you and you can then contact our Customer Service Team: bg@tilestylelancs.co.uk to end the contract before the change takes effect and receive a refund for any products you’ve paid for in advance, but not received.
  1. We can suspend the supply of a product. We can do this to:
  • deal with technical problems or make technical changes;
  • update the product to reflect changes in relevant laws and regulatory requirements; or
  • make changes to the product.
  1. We let you know, may adjust the price and may allow you to terminate. We contact you in advance to tell you we’re suspending supply, unless the problem is urgent or an emergency. If we suspend the product for longer than 3 months we may adjust the price so you don’t pay for it while its suspended. If we suspend supply, or tell you we’re going to suspend supply, for more than 3 months you can contact our Customer Service Team: bg@tilestylelancs.co.uk to end the contract and we’ll refund any sums you’ve paid in advance for products you won’t receive.
  2. We can end our contract with you

We can end our contract with you and claim any compensation due to us if:

  • you don’t make any payment to us when it’s due and you still don’t make payment within 14 days of our reminding you that payment is due;
  • you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product.
  • you don’t, within a reasonable time, either allow us to deliver the product to you or collect it from us. If you have said you will collect a product (“click and collect”) but you don’t do this within 14 days then (unless the product is made to your specifications or is clearly personalised) we shall treat your order as cancelled and refund the purchase price.
  1. We don’t compensate you for all losses caused by us or our products

We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:

  • Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
  • Caused by a delaying event outside our control.
  • Something you could have avoided by taking reasonable action.
  • A business loss. Our liability for any loss you suffer in connection with your trade, business, craft or profession is limited including any loss of opportunity.
  1. We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Notice: Privacy policy – Tiles 2 Go Ltd

  1. You have several options for resolving disputes with us
    • Our complaints policy. Our Customer Service Team: bg@tilestylelancs.co.uk will do their best to resolve any problems you have with us or our products as per our Complaints policy.
    • Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court, such as mediation.
    • You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
  2. Other important terms apply to our contract
    • We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We’ll tell you in writing if this happens and we’ll ensure that the transfer won’t affect your rights under the contract OR We’ll contact you to let you know if we plan to do this. If you’re unhappy with the transfer you can contact our Customer Service Team: bg@tilestylelancs.co.uk to end the contract within 14 of us telling you about it and we will refund you any payments you’ve made in advance for products not provided.
    • You can only transfer your contract with us to someone else if we agree to this. We may not agree if the new Buyer is insolvent or if we cannot honour the terms of the contract for that particular Buyer. We can require the new owner to prove you transferred the product to them.
    • Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
    • If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
    • Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.