Terms & Conditions

These Terms & Conditions (“Terms”) explain how we supply products to you when you order from Elliren Tiles Ltd (“we”, “us”, “our”) either online at ellirentiles.co.uk or from our showroom. By placing an order, you agree to these Terms.

1. Company Information

Elliren Tiles Ltd
Trading Address: 6 Avebury Court, Mark Road, Hemel Hempstead, HP2 7TA, United Kingdom
Company Registration No: 13399466
VAT Number: 389694612
Phone: 01442 216 542
Email: info@ellirentiles.co.uk
Working Hours: Monday – Sunday, 8:00 AM – 6:00 PM

2. Our Products

  • Natural Variations: Shade, tone, and size differences are a normal part of tile production and not classed as faults.

  • Samples: Samples are available to help you choose. Please note they are a guide only and may differ slightly from the final batch.

  • Images & Descriptions: We do our best to display products accurately, but colours may look different on screen compared to in person.

  • Measurements: Sizes, weights, and coverage details are approximate. We recommend adding at least 10% extra to your order to cover cuts, wastage, and breakages.

  • Check Before Fixing: All products must be inspected before installation. Once tiles are fixed, they are considered accepted.

3. Prices & Payment

  • All prices are shown per tile and exclude VAT. VAT is added at checkout at the applicable UK rate.

  • Delivery costs are shown separately at checkout.

  • Payment must be made in full before dispatch.

  • We accept Visa, Mastercard, Maestro, debit cards, American Express (Amex), Google Pay, Apple Pay, and bank transfer (by prior arrangement).

  • Goods remain the property of Elliren Tiles until full payment is received. Risk passes to you once goods are delivered.

  • Prices may change without notice. If an obvious pricing error occurs, we reserve the right to cancel and refund your order.

4. Ordering & Cancellations

  • Orders are confirmed when you receive our email confirmation.

  • If a product is unavailable, we’ll offer an alternative or refund.

  • Orders can be amended or cancelled within 2 hours of being placed. After dispatch, cancellations may incur delivery or restocking charges.

  • Special orders, clearance products, and bespoke items cannot be cancelled or returned.

5. Delivery

  • Orders are accepted and arrangements for delivery are made subject to availability, and no liability can be accepted for delays arising from risks and uncertainties of manufacture, strikes, accidents, courier delivery, or other factors beyond the control of Elliren Tiles.

  • Any arrangements made by the customer in anticipation of delivery (such as booking tilers or contractors) are undertaken at the customer’s sole risk.

  • Delivery times and quotations are provided in good faith in the light of our current delivery position and subject to availability of materials. Every effort will be made to effect delivery within the quoted period, but no liability can be accepted should the period be exceeded.

  • We deliver across the UK using pallet couriers. Delivery times are estimates and not guaranteed.

  • Standard delivery is kerbside only. Drivers are not able to carry goods into your property.

  • Safe access for large vehicles must be provided. If you need a smaller vehicle, please request this in advance (extra charges may apply).

  • Someone must be available to accept delivery and help with unloading heavy boxes.

  • Deliveries should be inspected immediately. If damaged, sign the delivery note clearly as “DAMAGED”. Claims can’t be accepted if signed as “Unchecked” or “Received in good condition.”

  • If delivery is missed, redelivery charges may apply.

6. Returns & Refunds

  • You may cancel and return most orders within 14 days of delivery under UK consumer law.

  • Returns must be in full box quantities, unopened, and in their original packaging. We cannot accept returns of part boxes or individual tiles.

  • Tile accessories (including adhesives, grouts, silicones, trims, and other consumables) are non-returnable.

  • Special-order items (goods that are not part of our regular stock and are brought in specifically for you) cannot be cancelled or returned unless faulty.

  • Clearance items and sale goods are non-returnable.

  • Customers are responsible for the cost of return delivery unless goods are faulty or supplied incorrectly.

  • All authorised returns are subject to a 30% restocking fee or £10 (whichever is greater) to cover handling and administration.

  • Refunds are issued back to your original payment method within 14 days of receiving and inspecting the returned goods.

7. Faulty or Incorrect Goods

  • Any issues with faulty, damaged, or incorrect goods must be reported within 24 hours of delivery with supporting photographs.

  • Once confirmed, we’ll arrange a replacement or refund (including delivery costs if applicable).

  • Goods that have already been fixed cannot be refunded or replaced.

8. Risk & Ownership

  • Goods remain the property of Elliren Tiles until full payment is received.

  • Responsibility for goods passes to you once delivery is completed.

  • You are responsible for safe storage of goods and disposal of pallets or packaging.

9. Liability

  • We are not responsible for project delays, installation costs, or consequential losses.

  • Shade and size variations are inherent in tile manufacturing and are not considered defects.

Contact Us

For any queries regarding these Terms & Conditions, please contact:

Elliren Tiles Ltd
6 Avebury Court, Mark Road, Hemel Hempstead, HP2 7TA
Phone: 01442 216 542
Email: info@ellirentiles.co.uk