Terms & Conditions

Terms & Conditions

We want you to love your tiles! These terms exist to make sure your order, delivery, and returns go as smoothly as possible. By placing an order with us, you're agreeing to these points.

1. Ordering & Sample Policy

We do our best to show our tiles as accurately as possible, but because they are fired in batches, shade and size variations are a natural part of the process.

  • Samples: We highly recommend ordering a sample before committing to a full project. Samples are meant to give a guide to colour and texture. At Great Tiles we firmly believe that the best opinion of a tiles suitability is gained through a full size sample, or in the case of large tiles a very large cut piece. For example, a 60x120cm sample we cut to 60x60 so you can still see the pattern, texture and finish clearly.

  • Batching: Always ensure you order enough tiles to complete your job, plus 10% to 15% extra for cuts and waste. If you need to order more later, we cannot guarantee they will come from the exact same shade batch.

  • Payment: We accept all major credit/debit cards and secure online payments. Your order is confirmed once payment clears.

2. Delivery & The "Kerbside" Rule

Tile deliveries are heavy! Because of this, our delivery terms might be a little different than your average online shopping order.

  • Kerbside Delivery: Like most tile companies, our standard delivery is kerbside only. This means the driver will get the pallet as close to your property as safely possible via a tail-lift, but they cannot carry the boxes into your house or garden.

  • Access: You must let us know if a large delivery truck will struggle to reach your property (e.g., narrow lanes, low bridges, steep hills).

  • Timing: We strongly advise that you do not book your tiler or builder until your tiles have arrived and you have checked them. We cannot be held responsible for costs incurred from delayed deliveries.

3. Damages & Missing Items

Tiles are fragile, and while we pack them like fortresses, accidents can occasionally happen during transit. Don't panic—we will sort it out.

  • The 48-Hour Window: Please inspect your delivery as soon as it arrives. You must report any damages, breakages, or shortages to our customer service team within 48 hours of delivery.

  • Proof: To send out free replacements, we will need you to email us a quick photo of the damaged tiles inside or next to their original packaging.

  • Note on Leftovers: A couple of broken edges might still be perfectly usable for the "cuts" your tiler needs to make.

4. Returns & Cancellations

Changed your mind? No problem. You have the right to cancel and return your order.

  • Change of Mind: You have 14 days from the day of delivery to notify us that you want to return your order. You then have another 14 days to get the goods back to us.

  • Return Condition: Orders that are cancelled must be returned in full, with unopened boxes, in their original packaging, and in a resalable condition.

  • Return Shipping: Unless the item is faulty or damaged upon arrival, you are responsible for the cost of returning the items to our warehouse. Because tiles are heavy, we recommend using a palletized freight service.

  • Leftover Tiles: We cannot accept returns on leftover boxes from your project, so please calculate your needs carefully!

5. Faulty Goods & Liability

  • Check Before Fixing: It is the responsibility of you or your tiler to check the tiles before they are stuck to the wall or floor. We cannot accept any financial claims for shade variations, faults, or sizing issues once the tiles have been installed. * Our Liability: Our liability is strictly limited to the cost of the goods we supply. We are not liable for any consequential losses, such as tiler fees, lost working days, or storage costs