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Terms and Conditions


All orders are usually dispatched the same day if your order is in to us by 2:00pm. Our standard shipping is a 2 day service, this allows us to continue offering incredible prices. However over 90% of our orders are sent on a next day delivery service. If you require your product urgently, just give us a call before you place the order and we will ensure your goods are sent on a priority service.

We cannot guarantee that your product will arrive on the next working day due to unforeseen circumstances with the couriers we use, but we try our best.

You will be required to be in to sign for goods when they are delivered. Our carriers will attempt delivery, and if no one is in, they will leave a card and try again the following working day. If no one is in again to sign for the goods then they will be returned to the depot. You will be required to collect from the depot. We can arrange further delivery attempts, however this is chargeable and may be higher than the original delivery cost you paid. If goods are not collected from the depot or we receive no communication from you then the goods will be returned to us. We will then refund the order and deduct our total delivery costs from the order value. This includes the delivery charge (charged at our cost), and the subsequent surcharge for returned goods.

* We are unable to offer free delivery on some items, such as palletised adhesive, floor leveller, grout and tile trims unless specifically stated.

** Free shipping for orders over £250 is based on net price (excluding VAT). Free shipping is only for Mainland UK and excludes Scottish Highlands & Islands.

We use DPD, DX and APC for our delivery services. Please note, if you add addtional delivery instructions directly with the delivery company via message, app or telephone call, we cannot be held responsible for any subsequent issues that may arise.

Damages/Short Orders

Should you find that an item on your order is damaged, or something is missing, then you must inform us within 48 hours of receipt of the parcel. We will provide a refund or replacement of the items.


Should you change your mind after purchasing a product, then get in touch with us to arrange return of the item. If the item is proven to be faulty we will pay for the return postage. If you change your mind about the product you can still return it within 14 days of purchase but return postage will be at your own cost.

Refunds will be processed once we have received the item(s), if the item is proven to be faulty your refund will include the original delivery cost, if the item is returned for any other reason the customer will pay for the return postage.

Please note, if you are returning a hazardous item such as a product that contains a battery you must declare this to the courier and label the package accordingly.

Handling charges may apply on some products to cover excess delivery charges.

All returned items must be unused, undamaged and in their original condition.

Once we receive a returned item, we will inspect it and depending on condition a minimum restocking charge of 25% of the value of purchase price will be applied.

Published product details, specifications and suitability information is the best available at the time. If you order an item from us based on product description or specification which proves to be erroneous we will offer you a choice of either a full refund of the item or an alternative item that meets your requirements if available and arrange for collection of the unwanted item on a specified day. If you choose to have an alternative item we will either refund or charge the difference in price.

Cancellation Policy

Orders can be cancelled and refunded in full if cancelled prior to delivery being accepted. After goods have been received, buyer is liable for the return carriage costs.

Coupons & Offers

Current items that aren't included in our 10% discount offers.

  • All Rubi products

  • Products currently on Special Offer

  • Wet Decks


We charge VAT on all orders (excluding vat exempt products) at the current rate of 20%.

Price Promise

We will make every effort to better any online price on items that are currently in stock and available from another supplier, we may ask for proof of the alternative price. In many cases this will also include items that are currently part of sales or promotions.

Please contact us directly by email, telephone or live chat to see how we can help you save money.

© 2023 Tiles & Trims Ltd. All rights reserved.
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