Terms & Conditions

This page tells you the terms and conditions on which we supply any of the Products list on our website to you.


Our terms and conditions are pretty standard, but we do advise all our customers to take a good look through before making any purchase from us.

They will tell you who we are, how we will provide Products (Products) to you, how we or you may end the Contract between us for the sale of Products to you (Contract) and other important information.


Please note that by ordering any product from our website, you agree to be bound by these terms and conditions. You should print a copy of these Terms for future reference.


We’re on hand if you need clarification or have any extra questions – just get in touch.

1. About Us

1.1  https://www.tilebase.com/is a website operated by Tile Base Limited. We are registered in England and Wales under company number 10696809.

Our registered office is at Unit 8b, Grand Union Trade Park, Abbey Road, London, NW10 7UL.
Our VAT number is GB 271875180.

2. Use Of Our Site

2.1  Our website is intended for use UK residents and is only for the promotion of our Products in the UK.
If you require an order to an address outside the UK, please contact us as an additional delivery charge will apply.

2.2  Your use of our site is governed by these terms and conditions.

2.3 By placing an order through our website, you confirm that: you are over the age of 18 you are resident in the UK you are legally capable of entering into a binding Contract

3. Our Products

3.1 Tiles are produced in batches and there may be shade and size variation from batch to batch. Please bear in mind that your sample tile may be from a different batch to your actual order

3.2  Any images of our Products on our site are for illustrative purposes only. Although we make every effort possible to display colours accurately, we cannot guarantee that your computer will reflect the colour of the Products accurately. The Products delivered to you may vary slightly from the images.

3.3  The measurements of our Products are as accurate as possible.

3.4 Please check your Products carefully before fixing for any manufacturing defect or shade variation. We cannot accept any responsibility once Products have been fixed. Fixing Products to a substrate means you have accepted the Products in their present state and no refunds or replacements will be offered.

3.5  Our Products are intended for domestic use in the UK and we give no guarantee in respect of their use for commercial purposes.

3.6  Stock availability and delivery dates provided on the website or by any form are estimates only and cannot be guaranteed.

4. Ordering Products

4.1 You can place an order for Products by following the process outlined on our site. Please ensure your contact details including phone and email address are correct so that we can contact you if necessary.

4.2  Our order process allows you to check and amend any errors before submitting your order to us. Please ensure you have sufficient Products to compete your job including allowances for damages, wastage and cuts. Any further Products required may be liable for additional delivery charges.

4.3  After placing an order you will receive an email from us confirming that your order has been received by us and this will constitute acceptance by us. The Contract between you and us will only be made when we send you this email.

4.4  If we are unable to supply you with a Product, for example because a Product is out of stock or discontinued or because we cannot meet your required delivery date, we will inform you by email or phone. If you have already paid for your order, we will refund you the full amount if necessary.

4.5  Please contact us as soon as possible if you wish to amend your order. Unfortunately, we can’t stop an order once it has been dispatched by us so any amendments or cancellation may be subject to further charges.

5. Your Consumer Rights

5.1 This section only applies to individuals who order from us. It does not apply to business customers or individuals who purchase a product for business or commercial use.

5.2  You have a legal right to cancel a Contract between you and us within 28 days of delivery of your Products. In this case, you will receive a full refund of the price paid in accordance with our returns policy below. Depending on the reason, a 30% cancellation fee will be applied on all orders. Please note the right to change your mind does not apply to any bespoke Products you purchase from us (i.e. Products that we supply that are not listed on our website)

5.3 To cancel a Contract, you must inform us in writing, by email or by telephone. We advise emailing us at  [email protected] The Products must be in the same condition in which you received them, i.e. perfect resalable condition and undamaged in any way, and still in their original and unopened packaging. It is a legal obligation for you to take care of the Products whilst they are in your possession.

5.4 This cancellation right does not apply in the case of Products which have been opened, unless faulty.

5.5  Unless the Products are faulty, you will be responsible for cost of returning the Products to us. If we offer to collect the Product from you, we will charge you the cost of this collection and subtract from any refund given.

6. Refunds and Returns

6.1  We hope you will be pleased with everything bought from us but if you would like to return your Products, you can exercise your legal right to cancel under clause 5.2 above.

6.2 You must inform us of your intention to cancel the Contract between you and us within 28 days of delivery of your Products. The cancellation period will expire 28 days from the day on which you acquire the goods. Please inform us in writing or by email [email protected]

6.3 We can only accept returns on your full, unopened order of Products. We cannot accept returns on part orders or unwanted packs. We cannot accept returns on Adhesive, Grouts, Perishable goods, any 2 cm tiles or Mosaics. Special order items are not subject to returns.

6.4 Please take care when opening packaging that the Products were delivered in and carefully re-pack any Products into their original packaging prior to returning the Products to us. We can only refund undamaged products in a re-saleable condition in their original, unopened packaging.

6.5 We will reimburse you all payments received from you. Please note you will be responsible for the cost of returning Products to us. We can arrange collection from your address if necessary and deduct the direct cost to us from your refund.

6.6 Refunds will only be processed once the Products have arrived at our warehouse and have been inspected and deemed to be suitable for resale. We aim to process all reimbursements within 7 working days of receiving the Products into our warehouse. The refund will be made via the original payment method.

6.7 It is your responsibility to ensure the Products are securely wrapped to the pallet they were delivered on and ready for collection on the agreed date.

7.Faulty Product

7.1  If you are returning Products to us because they are faulty, we will refund the price of the product in full and any applicable delivery charges. As a consumer you have a legal right in relation to Products that are faulty.

7.2 We always advise inspecting the product before it is fixed, which may include dry laying. Fixing the tiles to a substrate means that you have accepted the tiles in their present state and no refunds or replacements will be offered.

8. Delivery

8.1 We offer a domestic delivery service using a third-party pallet network. Please note that all delivery dates are given in good faith and are estimates only.

8.2 We can only deliver to addresses in the UK. Please contact us for deliveries overseas.

8.3 Although we make every effort to ensure your Products are dispatched and delivered within the estimated timeframes, we cannot guarantee that they will be affected by unforeseen issues affecting our delivery partner. If we are unable to meet the estimated delivery date, we will make every reasonable effort to contact you with a revised date.

8.4 The vast majority of our orders are delivered on wooden pallets and are kerbside only. This means the delivery driver will unload the pallet containing your Products to the nearest safe place to your address. This is solely at the driver’s discretion. Please note the driver is not authorised to manually unload the pallet or enter your property.

8.5 You must make all necessary arrangements to take delivery of your Products on the estimated delivery date, in accordance with the stated delivery times for the delivery charge you have paid.

8.6 A signature will be required to acknowledge delivery. The signature of a person accepting delivery at the delivery address will be proof that delivery has been made.

8.7 All our deliveries need to be checked and signed for, immediately upon delivery. If you see or suspect any damage, the delivery note must be signed for as “DAMAGED”. All Damages must be reported within 48 hours of delivery.

8.8 We can only leave goods unsigned for with prior permission from you. In this case, the goods become your responsibility and we will not be liable for any damaged or missing Products.

8.9 If we are unable to deliver because you do not accept delivery of the Products or because no-one is present to sign for delivery, then you may be liable to pay any re-delivery charges we incur.

8.10 Do not book a tiler or any other tradesperson until you have received your full order and are satisfied with the Product. We will not be held responsible for any financial loss incurred to you through late or incorrect delivery.

8.11 Most of our orders are delivered on a vehicle the size of a bin lorry. Please advise us in advance if a smaller vehicle is required – there may be additional charges for this.

8.12 Whilst every effort will be made by the delivery driver to deliver your order to the nearest available delivery point, there may be hazards and obstructions such as gravel paths, steps or sloped driveways that necessitate an alternate location. This is solely at the driver’s discretion.

8.13 Please ensure that an able-bodied person is present upon delivery to unwrap your order and carry the Products into your property. Please remember that packs of the Product can be heavy, and two persons may be required.

9. Risk and Ownership

9.1 Ownership of the Products will pass to you when we receive full payment of all sums due in respect of the Products, including any delivery charges.

9.2 The Products will be your responsibility from the time that you, or a third party other than the carrier, take physical possession of the Products. For standard pallet deliveries, the responsibility of disposing of delivery packaging materials, such as pallets lies with the customer.

9.3 Do not make any arrangements to fit Products until they have arrived, been checked and signed for and you have taken responsibility for them.

10. Damages and Shortages

10.1 It is your responsibility to check for damages and shortages immediately upon delivery.

10.2  If you suspect any damages to the Products at all, you must sign the delivery note as “DAMAGED” and inform us with 48 hours by email at [email protected]. We will require pictures of all the damaged products. We can then arrange for replacement Product or a refund if required.

10.3  We can only supply replacement tiles or refunds if the delivery note is signed as “DAMAGED”. We cannot supply replacement tiles or refunds if the delivery note is signed for as ‘Unchecked” or if you sign to accept the Products.

10.4  You should not arrange for Products to be fixed until all Products have been received and your order is complete. We cannot be held responsible for any financial loss incurred by you due to damaged or missing Products or late delivery.

11. Prices and Payments

11.1  The price of any Products will be as quoted on our site, except in cases of obvious error.

11.2   All prices quoted on our website include VAT but exclude delivery costs which will be added to the total amount due as set out in our delivery charges.

11.3  Prices are liable to change at any time, but this will not affect any order we have accepted.

11.4   Our site contains a large number of Products and it is always possible that, despite our best efforts, some of the prices may be incorrect. If a Product’s correct price is higher than the price stated on our website, we may reject your order or contact you for further instructions prior to dispatching your Products.

11.5  We are under no obligation to provide the Products to you at the incorrect price even after we have sent you an order confirmation, if the pricing error is obvious and unmistakable and could have been reasonably recognized by you as a mispricing.

11.6  Payments may be made by credit card, debit card or bank transfer if agreed in advance. We accept payments by MasterCard, Visa, Visa Debit and Maestro.
11.7  Products cannot be delivered until payment has been received full.

11.8  By submitting an order to us through our website, you are confirming that the payment details provided on your order are valid and correct.

12. Our Liability To You

12.1  We are under a legal duty to supply Products that are in conformity with our Contract with you.

12.2 Our Products are designed for residential use and we do not make any guarantees about their performance in a commercial environment, unless otherwise stated in writing from us. We accept no liability for any loss of profit, loss of business or loss of business opportunity.

13. Resolving Disputes

13.1 If you have a dispute with us relating to our Contract with you, please contact us in the first instance at [email protected] and attempt to resolve the dispute with us informally.