Terms & Conditions
TERMS & CONDITIONS OF SALE
1. ESTIMATION OF QUANTITIES & QUOTATIONS
Where Surrey Tiles & Bathrooms has calculated order requirements based on measurements or information provided by the customer, contractor, installer, or any third party, this is done in good faith. We accept no liability for errors, omissions, or inaccuracies in such calculations.
It is the customer’s responsibility to verify that all quantities, specifications, layouts, measurements, and products are correct and suitable for their project prior to ordering.
All prices quoted are based on current supplier pricing at the time of quotation. Prices may be subject to change due to manufacturer price increases, supplier cost changes, currency fluctuations, VAT changes, or other factors beyond our control.
Placing an order constitutes acceptance of these Terms & Conditions in full
2. SPECIAL ORDERS
All Special Order (S/O), made-to-order, or bespoke items are strictly non-cancellable, non-returnable, and non-refundable once ordered.
Lead times provided for Special Order items are estimates only and may vary depending on manufacturer availability, production schedules, transport, or other external factors.
3. DELIVERY & COLLECTION
Collection from Surrey Tiles & Bathrooms is free of charge and assistance with loading can be provided where possible.
Deliveries are kerbside only, to the nearest accessible ground-floor entrance, subject to site access and conditions. A minimum of 7 days’ notice is required to arrange delivery.
Customers must notify us at the time of ordering of any access restrictions, unsuitable surfaces, stairs, or delivery constraints. Failed or aborted deliveries and re-deliveries may incur additional charges.
Any delivery or despatch times provided are estimates only. While we endeavour to meet stated timescales, delays may occur due to circumstances beyond our control. Time shall not be of the essence of the contract, and Surrey Tiles & Bathrooms shall not be liable for any loss, costs, or expenses arising from delayed or failed delivery.
Responsibility for the goods passes to the customer once delivery has been completed to the agreed address or upon collection from our showroom.
4. SHORTAGES, DAMAGES & INCORRECT GOODS
All goods must be checked thoroughly upon delivery or collection and before signing acceptance.
Any shortages, damages, or incorrect items must be reported by email to sales@surreytilesandbathrooms.com and supported by photographic evidence within 48 hours of delivery or collection. Claims made outside this period will not be accepted. No liability will be accepted for goods that have been installed, altered, or used prior to inspection.
5. RETURNS & RE-STOCKING (STOCK ITEMS ONLY)
Stocked items may be returned within 21 days of delivery to the customer’s site or collection from the Surrey Tiles & Bathrooms showroom, subject to approval by the manufacturer or supplier. All returns are strictly subject to manufacturer acceptance and may be refused if goods do not meet return criteria.
Returned goods must be:
• Unused and uninstalled
• In original, undamaged packaging
• Returned in full box quantities where applicable
• In a fully re-saleable condition
Approved returns are subject to a restocking charge of the greater of £60 or 25% of the value of the goods. All return carriage costs are the responsibility of the customer.
Special Order items cannot be returned under any circumstances.
6. DESIGN SERVICE
Design services, CAD drawings, layouts, visuals, sketches, measurements, and advice — whether provided verbally or in writing — are supplied for guidance purposes only.
Design fees are non-refundable, although an applicable design voucher may be used to redeem against qualifying orders.
While every effort is made to display product colours, finishes, and textures as accurately as possible, Surrey Tiles & Bathrooms cannot guarantee that colours shown on screens, digital devices, printed brochures, or samples will precisely reflect the final product. Variations may occur due to screen settings, lighting conditions, printing processes, and the natural characteristics of materials. Goods supplied may vary slightly from images, samples, or visual representations provided. All quantities, layouts, measurements, and product suitability must be checked and approved by the customer or their installer prior to ordering.
7. SHADING & NATURAL PRODUCTS
Tiles and natural materials including stone, marble, limestone, travertine, and slate are subject to natural variation in shade, colour, texture, thickness, and size. All products must be inspected prior to fixing. No responsibility will be accepted for shade variation, defects, or suitability once goods have been fixed, installed, or sealed. As a general guide only, we recommend ordering additional material to allow for cuts and wastage as follows:
Wall Tiles: 20%, Floor Tiles: 15%, XLIGHT / Large-Format Slab Tiles: 25%
These figures are recommendations only and may vary depending on layout, tile size, installation method, and site conditions. Surrey Tiles & Bathrooms accepts no liability for shortages or excess materials ordered. Any surplus goods returned remain subject to the restocking terms outlined in Section 5. Batch matching cannot be guaranteed for future orders.
8. MANUFACTURER WARRANTIES & PRODUCT CARE
All products supplied by Surrey Tiles & Bathrooms are covered by individual manufacturer warranties where applicable. Warranty terms, coverage, and durations vary by manufacturer and product. It is the customer’s responsibility to review and comply with the relevant warranty conditions.
Surrey Tiles & Bathrooms does not provide additional warranties beyond those offered by the manufacturer.
All products must be cleaned and maintained strictly in accordance with manufacturer guidelines. The use of abrasive, acidic, or aggressive cleaning products may damage finishes and surfaces and may invalidate manufacturer warranties. No liability will be accepted for damage caused by incorrect cleaning or maintenance.
9. PAYMENT
Surrey Tiles & Bathrooms shall not be obliged to order, release, or deliver any goods until payment has been received in full and in cleared funds, unless otherwise agreed in writing.
BACS payments can be made to the following:
A/C Name: Surrey Tiles & Bathrooms Ltd
Bank: Barclays Bank
Account Number: 70190756
Sort Code: 20-90-56
10. CANCELLING YOUR ORDER
Stock item orders may be cancelled within 14 days, subject to restocking charges.
Special Order items cannot be cancelled once ordered.
Approved refunds will be processed within 7 days using the original method of payment.
11. WEBSITE INFORMATION & AVAILABILITY
While we endeavour to ensure our website is normally available, Surrey Tiles & Bathrooms shall not be liable if the website is unavailable for any period due to maintenance, system failure, or circumstances beyond our control.
Information on the website is provided for general guidance only. While reasonable efforts are made to ensure accuracy, we do not warrant that the content is complete, current, or error-free. We reserve the right to amend product details, pricing, and availability at any time without notice.
All website content is provided “as is” and, to the fullest extent permitted by law, all warranties, representations, and conditions relating to website content are excluded.
12. PRIVACY
Surrey Tiles & Bathrooms takes customer privacy seriously. Personal information is used solely to administer orders, accounts, and to provide the products and services requested. Customer details will never be shared with third parties for marketing or unrelated purposes and will only be disclosed where necessary to fulfil the contracted service or where required by law.
13. LIMITATION OF LIABILITY
Surrey Tiles & Bathrooms shall not be liable for any indirect or consequential loss, including but not limited to installation costs, wasted time, loss of profit, or third-party claims.
No claims will be accepted for goods installed prior to inspection or installed contrary to manufacturer guidance.
14. RIGHTS OF THIRD PARTIES
Nothing in these Terms & Conditions shall confer any rights on a third party under the Contracts (Rights of Third Parties) Act 1999.
Updated: December 2025
