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Terms and Conditions

Last updated: 23 October 2026

These Terms & Conditions apply to all orders placed with Polo Tiles Ltd through our website polotiles.co.uk, by phone, by email or at our showroom. Please read them carefully before placing an order. By placing an order, you agree to these terms.

1. About Us

This website is operated by Polo Tiles Ltd, a company registered in England and Wales (company number 17224819). Our store is at Willow Tree Farm, Love Lane, Iver, SL0 9QZ.

Email: polo.tiles.ltd@gmail.com
Phone: 07500 054999

2. Placing an Order

  • When you place an order, you will receive an email confirming we have received it. This is not an acceptance of your order.
  • Your order is accepted when we confirm it has been dispatched or is ready for collection, which forms the contract between us.
  • We may decline an order if a product is out of stock, a pricing error has occurred, or we are unable to deliver to your address. If we have taken payment, we will refund you in full.
  • You must be 18 or over to place an order.

3. Prices and Payment

  • All prices are shown in pounds sterling (£) and include VAT where applicable.
  • Delivery charges are shown at checkout before you pay.
  • Tile prices are usually shown per m². Please make sure you order the correct quantity for your project.
  • Payment is taken at the time of order. Online payments are processed securely by Stripe, and we do not store your card details.
  • If a product is listed at an obviously incorrect price due to an error, we will contact you before dispatch and you may choose to pay the correct price or cancel for a full refund.

4. Product Information

  • We make every effort to show our products accurately. However, colours, textures and finishes may look different on screen from the real product.
  • Tiles are made in batches, and slight variations in shade, tone and size between batches are normal. We recommend ordering all tiles for a project at the same time.
  • We recommend ordering around 10% extra to allow for cutting, breakages and future repairs.
  • We strongly recommend viewing samples or visiting our showroom before ordering, as we cannot accept returns because a colour or finish is different from what you expected on screen.
  • Please check all tiles before fixing them. We cannot accept claims for tiles that have already been laid, cut or fixed.

5. Delivery

  • We deliver nationwide across the UK mainland. Free delivery is available on orders over £699. Delivery to some remote areas may cost extra, and we will tell you before confirming your order.
  • Delivery times are estimates and are not guaranteed. We will contact you to arrange a delivery date where needed.
  • Tiles are usually delivered on pallets to the kerbside or nearest accessible point. Our drivers cannot carry goods inside your property.
  • Someone aged 18 or over must be present to receive and sign for the delivery.
  • Please check your delivery for damage or missing items before signing. Any damage or shortage must be noted on the delivery note and reported to us within 48 hours, with photos.
  • If a delivery fails because no one is available or the address is inaccessible, a re-delivery charge may apply.
  • You may also collect your order from our store by arrangement.

6. Cancellations and Returns

  • If you buy online, by phone or by email, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.
  • To cancel, please contact us by email or phone within the 14-day period.
  • Goods must be returned unused, in their original unopened boxes and in a resaleable condition. Part boxes cannot be returned.
  • You are responsible for the cost of returning the goods unless they are faulty or incorrect. Alternatively, we can arrange collection for a fee.
  • Made-to-order, special-order or custom-cut items cannot be returned unless faulty.
  • Once we receive and inspect the returned goods, we will refund you within 14 days using your original payment method. We may reduce the refund if the goods have been handled more than necessary or are damaged.
  • Items bought in our store can be returned only at our discretion, in line with the conditions above.

7. Faulty or Incorrect Goods

If your goods are faulty, damaged or not as described, please contact us as soon as possible with your order number and photos. We will offer a replacement, repair or refund in line with your rights under the Consumer Rights Act 2015. Nothing in these terms affects your statutory rights.

8. Our Liability

  • We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill.
  • We are not responsible for losses caused by incorrect installation, fitting by third parties, incorrect quantities ordered, or tiles being used in an unsuitable area.
  • We are not responsible for delays caused by events outside our control.
  • Nothing in these terms limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be limited by law.

9. Your Account

If you create an account on our website, you are responsible for keeping your login details secure. Please let us know immediately if you think someone else has accessed your account.

10. Website Use

All content on this website, including images, text and logos, belongs to Polo Tiles Ltd or our suppliers and must not be copied or used without our permission. You must not use our website in a way that is unlawful or that could damage the website.

11. Privacy

We use your personal information in line with our Privacy Policy.

12. Changes to These Terms

We may update these terms from time to time. The terms that apply to your order are those shown on our website at the time you place it.

13. Law and Disputes

These terms are governed by the law of England and Wales. If you have a complaint, please contact us first and we will do our best to resolve it. If we cannot resolve it, you may take the matter to the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts.

14. Contact Us

Polo Tiles Ltd
Willow Tree Farm, Love Lane, Iver, SL0 9QZ
Email: polo.tiles.ltd@gmail.com
Phone: 07500 054999