Terms & Conditions
These Terms & Conditions apply to all orders placed with Living Terracotta, whether online, by email or by telephone. By placing an order, you confirm that you have read and agreed to the following.
1. General information
All information provided on our website and in supporting materials is offered in good faith for general guidance only. Due to the natural and variable nature of terracotta products, colours, textures and finishes may vary.
We cannot accept liability for any direct, indirect or consequential loss arising from the use of our products, including installation, suitability or maintenance decisions. Customers are responsible for ensuring products are appropriate for their intended use.
2. Samples
Samples are supplied for visual reference only to assess colour, texture and finish.
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Subject to availability, samples are usually dispatched within 2–3 working days
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During busy periods, delivery may take up to 5 working days
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If samples have not arrived after 5 working days, please contact us
Samples are not intended for installation or performance testing.
3. Tile orders & minimum quantities
Most of our terracotta tiles are imported to order and supplied on a project basis. Minimum order quantities apply to tile orders and will be clearly communicated before payment is taken.
We strongly recommend ordering at least 5% extra tiles to allow for:
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Cutting
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Breakages during transport
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Measurement tolerances
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Future repairs
Surplus tiles cannot be returned (see Section 8).
4. Delivery charges
UK mainland deliveries (excluding Scottish Highlands)
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Standard delivery: £49.00 per pallet + VAT
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Applies to UK mainland addresses only
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Where minimum order quantities are not met, delivery charges will be quoted and agreed before ordering
Non-mainland & Scottish Highlands
For deliveries outside the UK mainland or to the Scottish Highlands, please contact us for a delivery quotation prior to ordering.
5. Delivery times
Tiles
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Standard delivery: 3–5 working days, subject to availability
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Please allow up to 21 days where tiles are being imported from our Spanish depot
Sealers & accessories
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Express delivery: 1–2 working days, subject to availability
Deliveries are normally made Monday to Friday, 9am–5pm, excluding public holidays.
6. Delivery arrangements
Once your order has been placed, a member of our team will contact you to arrange delivery. A valid contact number is required for all orders.
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Deliveries must be signed for
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We cannot guarantee a specific delivery time
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Someone must be available to receive the goods
If delivery cannot be completed due to no one being available, additional delivery charges may apply for re-delivery.
7. Alternative delivery addresses
Tiles may be delivered to an alternative address if requested at the time of ordering. Full delivery details must be provided. For security reasons, we may contact you to confirm delivery arrangements.
8. Damaged or incorrect goods
All goods must be checked on delivery.
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Any visible damage should be noted on the delivery paperwork
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Claims for damage, shortages or incorrect items must be reported within 2 working days of delivery
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Photographic evidence will be required
Due to the nature of terracotta tiles, up to 5% breakage is considered acceptable within an order. We recommend using broken tiles where cuts are required.
Where damage exceeds this allowance and is reported correctly, replacements will be supplied on the next available delivery.
9. Returns & cancellations
Tile orders
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Surplus tiles cannot be returned
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Special orders, made-to-order items and imported goods are non-returnable and non-refundable
Other products (e.g. sealers & accessories)
You may cancel your order within 7 working days of delivery, provided:
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Goods are unused
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Returned in full
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In resaleable condition
Returns must be confirmed in writing within the 7-day period.
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Return shipping costs are the responsibility of the customer
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A 10% restocking fee will apply
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Delivery charges are non-refundable
Refunds will be processed once goods are received and inspected.
10. Product suitability & installation
We strongly recommend that customers:
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Seek professional installation advice
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Test sealers and finishes on samples before application
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Follow manufacturer guidance for installation and maintenance
Living Terracotta cannot accept responsibility for installation errors, incorrect product selection or failure to follow recommended guidelines.
11. Governing law
These Terms & Conditions are governed by and interpreted in accordance with the laws of England and Wales.
12. Contact us
If you have any questions regarding these Terms & Conditions or your order, please contact us before purchasing. We are always happy to advise.