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Delivery & Returns

Delivery policy

1. Introduction

1.1 In this policy we set out details of the delivery methods, periods and charges that apply to orders for our products made through our website.

1.2 This policy is a legally binding document, and this policy shall form part of the contract of sale between you and us made under our terms and conditions of sale.

2. Geographical limitations

2.1 We will deliver to mainland UK addresses only.

3. Delivery methods and periods

3.1 The typical period for delivery of products is 2-3 working days.

3.2 If you place your order by 12pm GMT/BST on a working day, these time periods run from the close of business on that day; if you place your order after 12pm GMT/BST on a working day, or on a non-working day, these time periods run from the close of business on the next following working day.

3.3 The delivery periods set out in this Section 4 are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.

3.4 We may conduct fraud screening checks before dispatching the product, and these checks may delay your delivery. If the delivery is likely to be delayed as a result of fraud screening checks, we will notify you.

4. Delivery charges

4.1 Delivery charges will be calculated by our website and automatically applied to your order during the checkout process.

4.2 Our delivery charges are as follows:

(a) Free delivery for orders over £250 (inc. vat).

(b) For orders that are less than £250, there will be a delivery charge of £30.

5. Receipt & signature

5.1 Orders weighing less than 120kg will be delivered by parcel courier.

5.2 Orders weighing over 120kg will be delivered by a pallet haulier. The goods will be delivered shrink wrapped on a pallet to the nearest accessible point of your property. Should deliveries by lorries to your address be a problem, please discuss the delivery options with our Customer Services Team.

Please note we use third-party hauliers who provide kerb side delivery only, this means they will drive to the nearest access point possible to the intended address and you will be required to collect from there. If your shipment contains a pallet then you will be required to take the individual packages from the pallet into your home. You will not receive any assistance from the driver.

6. Delivery problems

6.1 If you experience any problems with a delivery, please contact us using the contact details that we publish on our website.

6.2 If our delivery service provider is unable to deliver your products, and such failure is our fault, we will agree to arrange for re-delivery of the products free of additional charge.

6.3 If our delivery service provider is unable to deliver your products, and such failure is your fault, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery.

6.4 An indicative list of the situations where a failure to deliver will be your fault is set out below:

(a) you provided the wrong address for delivery;

(b) there is a mistake in the address for delivery that was provided;

(c) the address for delivery is not reasonably accessible e.g. a smaller vehicle is required to make delivery;

(d) the address for delivery cannot safely be accessed e.g.delivery restrictions;

(e) if in-person receipt is not required, there is no easy and secure means of leaving the products at the address for delivery and there is no person available to accept delivery; or

(f) if in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.

Returns policy

1. Introduction

1.1 We understand that from time to time you may wish to return a product to us.

1.2 We have created this policy to enable you to return products to us in appropriate circumstances.

1.3 This policy shall apply to all orders submitted through our website.

1.4 This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).

1.5 This document details our returns policy over and above your statutory rights. For returns under your statutory rights, please see our Terms & Conditions of Sale document.

2. Returns

2.1 If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:

(a) we receive the returned product within 30 days following the date of dispatch of the product to you;

(b) the returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new;

(c) you comply with the procedure set out in this policy in relation to the return of the product; and

(d) none of the exclusions set out in this policy apply.

3. Returns procedure

3.1 In order to take advantage of your rights under this policy, you must contact us to authorise your return

3.2 Products returned under this policy must be sent to Johnson Tiles Factory Outlet, Harewood Street, Tunstall, Stoke-on-Trent, ST6 5JZ

3.3 You will be responsible for paying postage costs associated with returns under this policy.

4. Refunds

4.1 We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.

4.2 We will not refund to you the original delivery charges relating to the returned product.

4.3 We will not refund to you any costs you incur in returning the product to us.

4.4 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

4.5 We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.

6. Improper returns

6.1 If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:

(a) we will not refund the purchase price or exchange the product;

(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

7. Our details

7.1 This website is owned and operated by JOHNSON TILES LIMITED

7.2 Our principal place of business is at Harewood Street , Tunstall , Stoke-on-Trent, ST6 5JZ

7.3 You can contact us:

(a) by post, using the postal address given above;

(c) by telephone, on the contact number published on our website from time to time; or

(d) by email, using the email address published on our website from time to time.

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