Terms and Conditions
1. Using our website
1.01 Welcome to our website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use.
1.02 The website Stone Tile Store (www.stonetilestore.co.uk) is owned and operate by Ivett & Reed Ltd, also referred to in these terms as ‘us’, ‘we’, ‘our’ or ‘the seller’.
1.03 The terms ‘you’, ‘the customer’ or ‘the buyer’ refers to the user or viewer of our website.
1.05 If you disagree with any part of these terms and conditions, please do not use our website.
1.06 Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.
1.07 Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
1.08 This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
1.09 Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
1.10 Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
1.11 From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
1.12 We reserve the right to decline a new customer registration to our website or to terminate an existing registration at any time and without notice.
1.13 These terms and conditions do not affect the statutory rights of the buyer.
2. About us
2.01 This website is owned by Ivett & Reed Ltd, whose registered office is at 615 Newmarket Road, Cambridge, CB5 8PA.
2.02 Our company registration number is 841350 in England.
2.03 Our VAT number is 213 4254 05.
2.04 Our telephone number is 01223 213500. You may call us any time between 8.30am and 5pm, Monday to Saturday (closed Sundays and Bank Holidays).
2.05 Our fax number is 01223 249150.
2.06 Our email address is firstname.lastname@example.org.
3. Website content and characteristics of goods
3.01 The content of the pages of this website is for your general information and use only. It is subject to change without notice.
3.02 The characteristics of the products or materials being offered are described on individual product pages on our website through the use of images and text.
3.03 Images are for illustrative purposes only.
3.04 Some accessories, options or materials shown in product images may need to be ordered as an optional extra, or a bespoke product, or may not be available to buy at all.
3.05 Every effort has been made to accurately depict colour and other product and material characteristics shown in images. However due to the settings of individual computer monitors and other display devices, we cannot guarantee that images displayed to the buyer will accurately reflect the colour and other characteristics of the product or material being depicted.
3.06 We take every reasonable effort to ensure that any text describing products, materials, dimensions, finishes, technical details etc. is accurate. However we cannot guarantee that the information appearing on our website is correct at the exact time that an order is placed.
3.07 Most manufacturers operate a policy of continuous product development and improvement. Therefore, occasionally product specifications can change without notice and the supplied goods may vary slightly in appearances and characteristics from those depicted and described on our website.
3.08 We cannot be held liable for any loss, increased costs or other expenses incurred by the buyer where any variations of product specification or appearance due to the reasons detailed above were not reasonably foreseeable at the time a contract was made legally binding.
3.09 Please also refer to section 15 - "Special conditions of sale for natural stone".
4. Price of goods
4.01 All prices displayed on our website include VAT at the current relevant rate unless clearly stated otherwise.
4.02 All prices displayed on our website are in £ sterling.
4.03 All prices displayed on our website exclude the cost of delivery unless clearly stated otherwise.
4.04 Delivery costs and options vary for different products and order quantities, and are detailed clearly and in full during the ordering process, before the buyer commits to the order.
4.05 Prices are subject to change at any time without notice, as manufacturers’ price increases are beyond our control.
4.06 In the event of a price increase, or where a pricing error has been identified on our website, we are entitled to adjust the price of the goods after the buyer places an order, but before we accept it. We will inform the buyer of the new price and offer the opportunity to the buyer to reconfirm at the correct price, or to cancel the order.
4.07 Prices quoted on our website apply to orders placed online only. These products may be sold in our retail showroom at a different price.
5. Distance contracts
5.01 The terms and conditions from this point onwards apply to any sale made by us to any buyer where the contract is concluded without the simultaneous physical presence of the trader and the consumer, with the exclusive use of one or more means of distance communication up to and including the time at which the contract is concluded.
5.02 In accordance with the Consumer Contracts Regulations 2013, this is known as a distance contract.
5.03 This includes orders placed directly over the internet through our website www.stonetilestore.co.uk and orders placed by telephone, email or fax.
5.04 By placing an order with Ivett & Reed Ltd by any of the distance means detailed above, the buyer agrees to be bound by the remainder of these terms and conditions.
5.05 In accordance with the Consumer Contracts Regulations 2013, these terms and conditions do not normally apply where face-to-face contact has already taken place between the buyer and the seller, even if the subsequent order is placed by distance means. For example where the buyer has visited our premises to examine goods or materials, or where we have visited a buyer’s property to provide a quotation, even if the order is subsequently placed by internet, telephone, email or fax, this does not normally constitute a ‘distance contract’.
5.06 Subsequently, any customer placing an order not considered to be a distance contract will be asked to agree to a different set of terms and conditions.
6. Online ordering procedure
6.01 All stages of the process to place an order and subsequently form a contract are conducted in English language only.
6.02 The customer can select a product from a list of options. Different products are sold in different units of measurement (e.g. per m², linear metre, sheet or piece). This is made clear on the product page. The customer enters the quantity of the item required, then adds it to the basket. When all required items have been added to the basket, click the “Checkout” button.
6.03 The customer will be asked to enter all required contact and billing information and to choose delivery options (where available).
6.04 The customer will be asked to agree to these terms and conditions.
6.05 The customer will be given an opportunity to review their order before submitting it.
6.06 After submitting the order, the customer will be taken to the Sage Pay payment gateway to enter payment details (see section 7 – Payment).
7.01 Payment is required in full in advance in order to place an order through our website.
7.02 We accept payment by all major debit cards and credit cards. We do not accept American Express.
7.03 Payment can be made via our secure payment provider Sage Pay. Alternatively, we can accept credit card payments over the telephone.
7.04 The acceptance of payment by the seller does not indicate an acceptance of the offer to buy the goods. The contract only becomes legally binding at the point it is formed, which is when an order confirmation is sent by the seller.
7.05 Where a delivery option is available and selected by the buyer, please note that as an anti-fraud measure our policy is to only deliver to the cardholder’s billing address.
8. Carrying out the contract
8.01 Our lead times from order to delivery vary according to the product(s) ordered.
8.02 For products available from our supplier's stock, we aim to deliver within 10 working days of the confirmation of order.
8.03 Some products will be on a longer lead time, due to being a production item, or out of stock.
8.04 Should all or part of an order be on an extended lead time for any reason, we will notify the customer at the earliest opportunity and will ask the customer to agree to a different lead time before the contract is formed.
8.05 After the contract is formed, should it become apparent during the course of the agreed contract period that we will be unable to carry out the contract by the agreed lead time, we will notify the customer prior to the expiry of this deadline and will suggest a revised date.
8.06 Should the customer not agree to an extended or revised lead time in accordance with the previous points, they will have the opportunity to cancel the order (see 12. Cancellation rights).
8.07 The customer will not be able to cancel an order, and will not be entitled to a refund of any money paid, if the product is bespoke, or contains bespoke elements. This will be made clear at the point of order.
8.08 We keep a copy of the contract and it is accessible to us before, during and after the contract is carried out.
8.09 It is our responsibility to supply you with the goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations please contact us.
9.01 Our tile deliveries are priced at £72 inc VAT per pallet.
9.02 The maximum weight per pallet is 1,000kg.
9.03 Small orders (less than 500kg in weight) will be subject to an additional packing charge of £24 inc VAT. This will be added to the order during the checkout process.
9.04 Some orders will require multiple pallets, which will be charged accordingly and detailed during the checkout process.
9.05 Deliveries are made by pallet courier with tail lift.
9.06 Deliveries will be carried out on a mutually agreed date. The customer will receive a phone call to book in the delivery.
9.07 Delivery could be made at any time between 9am and 4pm on the agreed date.
9.08 The pallet courier is only obliged to deliver to kerbside, within 3 metres of the rear of the vehicle. Any further movement of the pallet is down to the discretion of the individual driver, which cannot be guaranteed. They will be not be able to move the pallet over uneven ground or gravel driveways.
9.09 It is the customer’s responsibility to ensure that they, or another authorised individual, is present at the delivery address to sign for the delivery.
9.10 A redelivery charge will be made if nobody is present to sign for the delivery, or if the courier is unable to deliver due to other circumstances beyond our control, but known to the customer (for example, limited access to the property).
9.11 Large orders may qualify for free delivery by truck with hi-ab crane, but this is strictly subject to site location and access. Please contact us for further information.
10.01 Tiles are delivered directly from our supplier to the buyer's address. Therefore, as we do not hold any stock of tiles at our Cambridge premises, it is not possible to collect tile orders from us.
11.01 Any damage to the goods must be reported to us as soon as possible, and no later than 48 hours after the goods have been received.
11.02 Tiles with minor damage (e.g. chips along one edge) should be set aside and used, where possible, for cuts.
11.03 Tiles with more significant damage (e.g. multiple breakages) should returned to, or left in, the crate as our supplier may wish to collect the damaged tiles.
11.04 All claims for damage must be reported to us in writing. This can be by letter, fax or email. Any supporting evidence (e.g. photos of the damage) will help us process the claim more efficiently with our supplier and the courier.
11.05 Once the damage claim has been processed, we will notify the customer with a delivery date for any replacement tiles which may be required. The lead time to deliver the replacement tiles may be a similar length of time, or longer, to the original order.
11.06 Where possible we will try to ensure that replacement tiles are supplied from the same batch as the original order, but this cannot be guaranteed.
12. Cancellation rights
12.01 In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers have the right to cancel their contract within 14 days of receiving the goods without giving any reason.
12.02 The cancellation period will expire after 14 days from the day on which the customer acquires, or a third party other than the carrier and indicated by the customer acquires, physical possession of the goods.
12.03 To exercise the right to cancel, the customer must inform us of their decision to cancel the contract by a clear statement (e.g. a letter sent by post, fax or e-mail) sent to any of our contact points mentioned in section 2. They may also use our cancellation form, which can be downloaded from our website, but this is not obligatory.
12.04 To meet the cancellation deadline, it is sufficient for customers to send their communication concerning their exercise of the right to cancel before the cancellation period has expired.
12.05 If a customer cancels their contract, we will reimburse to them all payments received, including the costs of delivery (except for the supplementary costs arising if they chose a type of delivery other than the least expensive type of standard delivery offered by us).
12.06 We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by the customer.
12.07 We will make the reimbursement without undue delay, and not later than- (a) 14 days after the day we receive back from the customer any goods supplied, or (b) (if earlier) 14 days after the day the customer provides evidence that they have returned the goods, or (c) if there were no goods supplied, 14 days after the day on which we are informed about the customer's decision to cancel the contract.
12.08 We will make the reimbursement using the same means of payment as used for the initial transaction, unless the customer expressly agrees otherwise; in any event, the customer will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or the customer has supplied evidence of having sent back the goods, whichever is the earliest.
12.09 If the customer has received the goods in connection with the contract, they shall send back the goods or hand them over to us, without undue delay and in any event not later than 14 days from the day on which they communicate the cancellation from this contract to us. The deadline is met if the customer sends back the goods before the period of 14 days has expired.
12.10 The customer will have to bear the direct cost of returning the goods. The cost is estimated at a maximum of approximately £72 per pallet. The customer will be responsible for arranging the return transport.
12.11 The customer is only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
13.01 The customer should bear in mind that they are under a statutory duty to take reasonable care of the goods and to ensure that the goods are not damaged in transit.
13.02 We suggest that original packaging is retained and used, as it will be difficult to return the product in good condition without it.
13.03 The goods remain in the possession of the customer until they are received by us in good condition.
13.04 We strongly recommend that, if using a courier to return goods, a tracked and insured service is used.
13.05 Should a customer wish to return a product after the 14 working day cancellation period, for any reason other than the product being faulty, a restocking fee will be charged. This fee varies between different products.
14.01 We do not offer an installation service. All orders placed on our website are to supply only.
14.02 We recommend that installations are carried out by a professional tiler with experience of fixing natural stone.
14.03 As all projects and site conditions are different, we are unable to issue specific installation instructions for natural stone tiles.
14.04 We can, on request, issue technical sheets for our natural stone tiles, which include detailed guidelines on how to carry out an installation. Please note that these are only guidelines, and should be considered in conjunction with the advice of a professional stone fixer once they have made an assessment of your site.
14.05 Installation guidelines or advice, either on our technical sheets or given by phone or email by members of our staff, is given with the best intentions but is non-binding, as we would not have conducted a professional site survey of the installation location.
14.06 We cannot be held responsible for any installation issues arising from following any of our guidelines or advice, and we will not be liable for any costs incurred by the customer to rectify any issues.
15. Special conditions of sale for natural stone
15.01 All natural stone may appear to have fine and sometimes broader veins, which non-professionals might consider to be lines of fracture. This is a completely natural phenomenon; the stone is one solid mass with the vein and is not more or less breakable than the same stone without the veins. Such veins do not therefore constitute a fault or deficiency of the stone.
15.02 Natural stones have characteristics such as pores, cavities and small quartz holes which can be treated and filled, e.g. with polyester resins, as part of the tile manufacturing process. This procedure is necessary to ensure a perfect production quality and does not depreciate the value of the stone in any way.
15.03 In most types of marble it is customary to glue loose pieces together during the production and possible provide an adhesive for the back. This technique is not only inevitable, but is in fact a necessity to deliver a sound product.
15.04 Samples (images or physical) are only intended as an approximation of the actual colour, pattern, finish and structure of the stone. As natural materials, deviations in colour shades, patterns and other characteristics are inevitable with natural stone tiles.
15.05 If, after taking into consideration the above points, you are unhappy with the appearance or quality of the tiles delivered to you, please contact us as soon as possible in writing with full details of your concern, along with supporting evidence (e.g. photographs) where possible.
15.06 Installation is acceptance. No complaints about the appearance or condition of natural stone tiles will be accepted after installation has taken place.
15.07 If you feel uncomfortable with any of the points in this section, or you are unwilling to accept a certain element of risk as the buyer of a naturally varying product, we respectfully suggest that natural stone is not a suitable product for you.