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Terms & Conditions
Trading and Payment Terms
All sales must have cleared funds prior to collection or delivery. Payment is only deemed received by us when the payment is made in cash or when the proceeds from other payment methods have cleared and are credited to our nominated bank account. To secure your order, you are required to pay a non-refundable deposit. Deposits vary from 30% for stock items to between 50-100% for custom and overseas orders. You must pay the outstanding balance before the delivery date of the goods, and these funds must be cleared prior to delivery.
Quote and Purchase Order
We will not order any goods specified until deposits are paid in accordance with our terms. Quotes are valid for 7 days unless stated otherwise. We reserve the right to provide you with a new quote after this period and cannot guarantee that prices will remain the same. We cannot accept claims based on the use of old or superseded prices or price lists.
Collection of Goods and Storage
You must collect goods from the address we specify, at the time specified by us. Storage fees will apply if goods are not collected within 4 weeks of us notifying you that your goods are available. Storage fees of A$30 per pallet per week will be charged from the end of the 4-week period. The dates provided for availability are approximate only. A delay in the arrival of goods beyond the estimated arrival time does not entitle you to any claim for compensation or cancellation of the order.
Delivery
Delivery and associated costs are not included in the price and will be quoted separately.
All deliveries are kerbside only unless alternative arrangements have been made with your consultant. Goods will be left at the location considered safest and most secure by the delivery team; however, your preferred drop zone cannot be guaranteed. Under no circumstances will goods be carried inside houses, apartments, or commercial buildings.
We accept no liability for any delays or failures in delivering goods to the site. We are also not responsible for any damage to property that may occur while accessing the delivery point. If you choose to organise your own freight or carrier, you do so entirely at your own risk. We will not be held liable for any damage or breakages that occur during transport arranged by you.
You must notify us within 24 hours of delivery or collection of any damaged or incorrectly supplied goods. You will be deemed to have accepted the goods if you fail to notify us within 24 hours of receiving damaged or incorrectly supplied goods and proceed to lay or install them.
Breakages and Damages
Occasionally, tiles may become chipped or broken during delivery. To request a replacement, please notify us within 24 hours of delivery and provide clear photographs or video evidence of the damage. Minor chips or breakages may be deemed usable and, in such cases, a refund or exchange will not be issued.
Tiles may naturally display certain characteristics, including crazing, surface marks, minor blemishes, size variations, or optical hazing (a smoky or blurred appearance visible under certain lighting on polished or semi-polished tiles). These features are inherent to the product and are not considered defects, and therefore not eligible for replacement or refund.
We cannot accept responsibility for damage resulting from improper cleaning methods, unsuitable cleaning products, or sealing errors.
Claims will not be accepted once tiles have been laid.
Installation and Use
Goods must be installed according to the manufacturer’s instructions, guidelines, and any applicable UK standards and building codes. We will not be responsible for inadequate structural support on which the product is installed.
It is your responsibility to check all goods prior to installation to ensure that the size, batches, colour, and quantities are correct. Installation of the goods constitutes acceptance of the materials.
Use your own discretion when selecting a tradesperson. We cannot be held responsible for goods installed by tradespeople recommended by us. Always use a licensed tradesperson.
It is your responsibility to ensure that sufficient product has been ordered before placing your order. We cannot guarantee the availability of the same tile, batch, or size once the purchase is made.
Specification of Good
It is your responsibility to ensure that the tiles selected are suitable for their intended purpose, and that all quantities have been checked and verified prior to installation. Please carefully review all paperwork to confirm the details match your requirements, as any payment made will be considered acceptance of the exact details listed on your order.
Sample tiles are provided as a general guide only. Tiles are manufactured in batches, so slight variations in colour, tone, pattern, and size between batches are normal and to be expected. Nominal sizes listed on quotes and invoices are approximate and may vary slightly. Tile ranges may also include different sizes and finishes, which can result in shade variation between formats within the same range. Natural stone is a product of nature, so variations in colour, veining, and pattern will occur. No two natural stone tiles are identical, and these differences are not considered defects. Please consult your sales consultant or tradesperson before purchasing, as no claims will be accepted once tiles have been installed.
It is important to carefully consider the finish of the tile, particularly for areas exposed to foot traffic. Glossy and light-coloured tiles will require extra protection, including the use of suitable door mats at entry points. In residential settings, soft-soled shoes are recommended to minimise wear and abrasion. Newly installed tiles should be covered with heavy protective materials during construction to prevent damage. We accept no responsibility for tiles that are scratched or damaged during installation. Most tiles can become slippery when wet, so you must select a tile suitable for the area. Always consult your certifier or specifier before installation to ensure the correct product has been chosen. We will not accept claims for incorrect product selection or slip resistance that does not meet your expectations after the tiles have been laid. Please note that actual slip performance may vary from test results due to installation methods, wear, and maintenance.
Before installation begins, always check the actual sizes of different tiles, especially if you plan to align formats across areas. If any defects, shade variations, or size discrepancies are noticed while laying tiles, stop work immediately and contact us for clarification. Once tiles have been laid, we will not accept any claims relating to visible defects, shade variations, or size differences.
