Best Tile: Key Terms & Conditions
Delivery & Damage Policy
Due to the fragile nature of tiles, strict adherence to these conditions is required for all deliveries.
- Accepting Delivery & Damage Inspection:
- Ensure someone capable of lifting boxes to inspect tiles is present for delivery.
- Do not sign for goods if the driver won’t wait for you to check for damage. Drivers are obliged to wait.
- Signing as “unchecked” or simply signing means you accept the goods as undamaged, and neither Best Tile nor the transport company will entertain damage claims. Responsibility for goods transfers to you upon signing.
- Reporting Damage:
- GLS/Parcelforce: If you see visible damage, sign with “damages visible.” Then, within 12 hours of delivery, email Best Tile with comprehensive photographic evidence. We will send replacements. Claims after 12 hours will not be accepted.
- Store-All/CRO Logistics/TPN/UK Pallet Delivery:
- For substantial damage (more than 1-5 tiles on a pallet), tell the driver to return the pallet. We will repack and resend it.
- For minor damage (1-5 tiles), do not refuse the pallet. Refusing a pallet for minor damage will result in charges for initial and return delivery. We will refund the cost of individual tiles that can’t be used as cuts.
- If a pallet is signed for, we cannot claim against the delivery company.
- General Damage Claims:
- All items must be inspected upon delivery, and any damage noted on the delivery documentation.
- If damaged goods are signed for without inspection or damage noted, liability transfers to you.
- Where goods are damaged and reported, they must be returned to the warehouse and then replacements
can be arranged. - Comprehensive photographic evidence of damaged goods must be sent to Best Tile within 12 hours of delivery for us to lodge a claim with our transport company. Claims after this 12-hour window will not be accepted.
- Restricted Access: Inform us if your delivery address has restricted access (e.g., narrow lanes, overhanging trees) requiring a small van. Extra delivery charges may apply and must be paid before delivery.
- Unattended Delivery: Ensure someone is at the delivery address to receive goods. There will be a charge for redelivery if the address is unattended.
- Delivery Estimates: We do our best to meet delivery estimates, but cannot guarantee them due to factors outside our control. If you refuse a delivery because it’s outside the estimated timeframe, you will be charged for initial, return, and any redelivery costs.
- Our Delivery Service: Best Tile uses outsourced delivery companies (GLS Ireland, Parcelforce UK, Store-All, CRO Logistics, TPN). We do not profit from deliveries and have no control over their operations. You are welcome to arrange a collection from our warehouse using your own transport or in person.
Tile Quality, Variations & Installation
- Natural Variations: Shade variations, thickness and pattern differences, irregular/chipped edges, and cracked/crazed surfaces are inherent in handmade Moroccan tiles and are not considered defects.
- Minor Breakage: Expect approximately 1-2% (or 2-3% for Moroccan tiles) small damage/breakage, which can usually be used for cuts. Please order sufficient quantities to account for this; we do not compensate for these small amounts.
- Dust/Residue: Clean tiles prior to installation. Stubborn residue can be removed with water and 400 grit sandpaper.
- Blending Tiles: We highly recommend blending tiles from various boxes to ensure an appealing mix of shape, color, and shade.
- Acclimatization: Once tiles arrive, release them into the installation environment to absorb humidity before laying.
- Shade/Caliber Matching: Tiles are sorted by size (caliber) and shade (tono). If a specific caliber or tono is required, you must inform Best Tile before dispatch. We cannot guarantee matching calibers/tonos within the same tile range or entertain claims after dispatch if not specified beforehand.
- Samples: Computer monitors display colors differently. We recommend purchasing a sample before making a final selection.
- Storage: Store cement tiles in a dry area; avoid moisture and dampness to prevent staining, fading, pitting, or cracking.
- Samples: Larger samples may be cut for easier packaging.
Returns & Refunds
- No Returns without Agreement: No goods will be accepted for return unless agreed by management.
- Refunds on Unopened Boxes: Refunds are given on unopened boxes of tiles returned within 30 days of purchase date, provided your job is complete. Adhesive and grout are not eligible for refund.
- Restocking Fee: A 10% restocking charge may apply to excessive refund amounts.
- Proof of Purchase: Refunds require a valid receipt/invoice.
- Refund Method: No cash refunds. Refunds will be issued by cheque (within 10 working days) or to the original card/PayPal if paid by card/PayPal.
- Non-Returnable Items: Non-stock items (including motifs), Moroccan encaustic cement tiles, handmade terrazzo, handmade terracotta, handmade zellige tiles, and clearance items are not accepted for return or exchange due to their fragile and individual qualities.
- Return Location: Returns must be delivered to our warehouse in Ireland.
Post-Installation & Responsibilities
- Before Cutting/Installation: Best Tile is not responsible for materials once cut or installed. Express any concerns before cutting or installing. We cannot offer returns on used or altered products.
- Installed Materials: We hold no responsibility for installed materials, even if they were incorrect, damaged, or otherwise unacceptable prior to installation. Best Tile will not pay for or perform any installation under these circumstances.
- Tilers: Best Tile does not tile and does not employ tilers. While we may recommend tilers, we are not responsible for their actions as they are self-employed.
- Maintenance & Fitting: Claims for damage caused by not following our fitting, sealing, and maintenance recommendations will not be accepted.
- Colour Matching (Samples vs. Order): Due to production batch variations, we cannot guarantee an exact color match between a sample and a full order, especially if there’s a long time between ordering the sample and receiving the full order.
- Quantity Check: Check quantities of goods at the time of purchase or delivery. No queries can be entertained later.
- Sufficient Quantity: Purchase a sufficient quantity at one time. We cannot guarantee an item will remain in stock.
- Area Calculator: The product page calculator is for estimation only. Consult your tiler for exact measurements and quantities. Best Tile is not responsible for coverage discrepancies based on using the calculator.
- Storage of Orders: We store your order free of charge for up to 28 days. After this, storage fees of €/£5 per pallet per week apply.
- Delays Beyond Control: Order acceptance and delivery promises are conditional upon material availability. We are not responsible for delays due to manufacturing risks, strikes, accidents, or other causes beyond our control.
- Statutory Rights: These terms and conditions do not affect your statutory or Common Law Rights, nor your rights under the Sales of Goods Act, 1893 (as amended).
