Refund policy

5. Cancellation and returns

5.1 This policy does not apply to goods ordered by businesses which are exempt form the Distance Selling Regulations, or the following goods which are exempt from the right to cancel.

5.2 Any items which have been personalized or modified to your specification, such as custom design, text, size, colour or style are non-cancellable and non-refundable. Please double check whether an item is cancellable or non-cancellable before purchasing to avoid disappointment.

5.3 You can cancel your contract at any time up to 7 working days after the day of delivery. To do this, please phone, e-mail, fax or write to us.

5.4 You do not have to give any reason for cancellation. However, a brief explanation will help us to improve the service we offer to customers in the future.

5.5 If you cancel, you must return the goods within 14 days of cancellation, complete with the original packaging to us, at your own expense. You must ensure that the goods are packaged adequately to protect against damage.

5.6 If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value.

5.7 For all standard stocked items, not including bespoke custom designs. We will refund all monies paid to us by you including any postage / carriage within 30 days, less any costs due under this contract.

5.8 Business customers, or customers exempt from the distance selling regulations may not cancel an order without our mutual agreement.

5.9 This cancellation policy does not affect your legal rights - for example, if goods are faulty or misdescribed.

6. Faulty Goods / Guarantee

6.1 If there is a problem with the goods, please notify us by email or in writing providing details of the problem. It’s helpful if you can provide us with a digital photograph of the problem as this normally saves you having to return the goods for inspection. We will deal with the matter in accordance with your legal rights.

6.2 If an exchange is necessary, this will be arranged without unreasonable delay and without charge. Replacement goods will not be dispatched until the original goods have been received at our warehouse and checked.

6.3 The cost of returning goods to us is your responsibility, however on inspection we may refund your reasonable postage costs, providing that the goods are found to be faulty. If the goods are not faulty, we will return them to you, however you will be required to cover our reasonable postage costs.

6.4 Goods should be cleaned in accordance with our care and maintenance instructions.

6.5 Within 30 days we will replace defective goods free of charge, at our discretion, providing that you have returned to us any faulty goods upon request.

6.6 If an item is no longer available we will offer an alternative. However our liability will be to replace the faulty goods only and we are unable to guarantee an exact match. In this instance you will have the option of a refund.

6.7 Where we replace faulty goods you are responsible for their disposal, if they have not previously been returned to us.

6.8 We are unable to guarantee and exact colour match due to the nature of the product.

8.9 Glazed tiles may craze with time; therefore in this respect no guarantees can be given, products that are likely to craze are stated on the product page with the tab crazing information.

8.10 In common with Victorian originals and other reproductions, highly glazed dark colours with a high oxide content such as laurel green, can sometimes develop a metallic sheen or stain after contact with water, detergents, acids or alkalis (including but not limited to, lemon juice, shampoo and some cleaning products). These colours should not be used in areas where contact with such substances may occur.

7. Liability

7.1 The products sold on this website have been designed to comply with all relevant UK legislation. We cannot warrant or represent that they comply with any legal requirement outside the UK.

7.2 We do not accept liability for any consequential loss of profit or indirect losses. You should therefore not book installation of the goods until you have received them and inspected them.

8. Trade or Business Customers

The following conditions apply to orders placed by Trade or Business Customers.

8.1 Orders may not be cancelled except with our mutual agreement and having been confirmed in writing by a Director or our company. We reserve the right to make cancellation and/or re-stocking charges.