Terms &
Conditions.

These terms apply to purchases and orders placed with Pure Tiles & Carpets Ltd, including orders arranged in our showroom or by phone, email or WhatsApp. They explain our payment, delivery, collection, product, cancellation and returns arrangements.

These terms apply to public and trade customers. A separate trade-account agreement or approved trade pricing arrangement may also apply where relevant.

A quotation or enquiry response is not an order until the details have been confirmed by our team and payment has been received. Quotations are based on the information available at the time and may need to be reviewed if quantities, products or delivery requirements change.

Prices are those confirmed by our team at the time of order. Full payment is required before collection or delivery unless we have expressly agreed otherwise in writing. Promotional, trade and public prices may differ.

We aim to describe products accurately and show current availability as clearly as possible. Availability, batch, colour, size and supplier information can change, so please confirm specific requirements before ordering or travelling.

Tiles can vary between batches in shade, calibre, thickness, texture and finish. Displays and samples are intended as guidance. Where consistency matters, customers should order sufficient tiles for the project from the same batch where possible.

Top-up orders are non-refundable and non-exchangeable. A later batch may not match the original order exactly, so customers should check quantities carefully before the first order is placed.

Top-up or replacement tiles must be collected from the showroom unless our team agrees another arrangement. Customers should provide the original product details and, where possible, the original batch information.

Delivery is kerbside only. Customers must make sure the address, access, parking, unloading area and delivery conditions are suitable for the vehicle and goods. Customers must be available to receive the order or arrange an authorised adult to do so.

If delivery cannot be completed because nobody is available, access is unsuitable, the address is incorrect, unloading is not possible or the customer is otherwise unable to receive the goods, a reasonable redelivery charge may apply. We will confirm the charge before arranging another attempt. Delivery delays caused by circumstances outside our reasonable control will be communicated where reasonably possible.

Customers collecting goods must bring suitable transport and make sure the goods can be safely loaded and secured. Collection times are estimates, and customers should wait for confirmation that the order is ready before travelling.

Goods must be inspected before fitting or installation, including shade, calibre, size, quantity, finish, damage and suitability. Do not install, cut or use goods until they have been checked.

Please inspect goods as soon as possible and tell the driver or showroom team about visible damage. Photographs and the order details may be requested so the issue can be investigated promptly.

If goods are faulty, damaged, not as described or do not conform to the order, please contact us promptly with the order details and photographs where relevant. We will investigate and discuss the appropriate remedy. Fitting, removal or other consequential costs may not be recoverable where goods were installed before an issue that could reasonably have been identified during inspection was reported.

Adhesives, grout, opened or used products, cut goods, bespoke items, special-order goods and products prepared specifically for a customer are normally non-returnable. Our team will explain any product-specific restrictions before accepting an order.

Where a refund is agreed, it will normally be made using the original payment method. Refund timing may depend on the goods being returned, inspected and the relevant order checks being completed.

Any return agreed by our team must be unused, unopened, complete and in its original saleable packaging, with proof of purchase. A reasonable restocking charge may apply where goods were specially handled, ordered or returned in quantities that create a genuine handling or supplier cost. We will confirm any charge before accepting the return.

Unless expressly agreed in writing, we do not provide or supervise installation. Customers are responsible for choosing a suitably qualified installer and for checking that the products are suitable for the intended project before fitting. Products must be inspected before fitting.

We will not be responsible for indirect or consequential losses, loss of profit, loss of business or inconvenience arising from an order where those losses were not reasonably foreseeable when the contract was made. Customers should check goods before installation and take reasonable steps to limit any loss.

We are not responsible for delay or failure caused by events outside our reasonable control, including supplier disruption, transport problems, severe weather, access restrictions, industrial action or utility and communications failures. We will take reasonable steps to keep customers informed.

Trade accounts are subject to approval and may require valid business details or supporting information. Trade pricing, payment arrangements and account use are subject to the terms confirmed by our team. Trade customers must keep their account information accurate and secure.

If you are unhappy with an order or service, please contact the team with your order details and a clear description of the issue. We will review the matter and aim to respond as quickly as reasonably possible.

We use customer information to process orders, provide support, manage enquiries and meet our business and legal responsibilities. Further information is available in our privacy policy.

These terms are governed by the law of England and Wales. Any dispute will be dealt with by the courts of England and Wales, unless another arrangement is required for a particular customer or order.

For questions about these terms or an order, contact Pure Tiles & Carpets on 0333 335 5951, WhatsApp 07344 947833, or online@puretilescarpets.co.uk. Our showroom is at 205–207 Hanworth Road, Hounslow, TW3 3UA.