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AURA TILES TERMS AND CONDITIONS OF BUSINESS
About our terms of business

This page outlines our general terms and conditions of business with our customers, referred to as "Our Terms of Business." By visiting our AURA TILES stores and/or our website, you agree to these terms. Additionally, each time you order products online or purchase items from an Aura Tiles store, a separate contract is formed between you and us regarding that specific order or purchase, which we call a "Purchase Contract."

The following policies also apply and are considered part of Our Terms of Business:

  • • Delivery and Collection policy
  • • Cancellations, Returns and Refunds policy
  • • Privacy policy
  • • Cookie policy

ABOUT US

We are Aura Tiles (UK) Limited, a company registered in England and Wales with company number 15862222. Our registered office is at Second Floor, 150 Fleet Street, London, United Kingdom, EC4A 2DQ. In Our Terms of Business, we may use ‘Aura Tiles, ‘we’, ‘us’, ‘the company’ or ‘our’ to refer to AURA TILES LTD (Company number 15862222)

For YOU (Customers/Trade):

You (in Our Terms of Business, we may use ‘your’ to refer to you) are a customer or potential customer who visits one of our stores, browses our website, and/or purchases products from our stores or online. You may be an individual, a firm, or a company. If you represent a firm or company, you confirm that the person engaging with us has the authority to do so and can agree to Our Terms of Business on behalf of the company or the partners in the firm.

CONSUMER or TRADER:

Depending on your situation, you will be classified as either a "Consumer" or a "Trader" for the purposes of Our Terms of Business when engaging with us. Certain sections of Our Terms of Business apply differently based on whether you are a Consumer or Trader, and we clearly indicate when these distinctions occur.

You will be considered a "Consumer" if you are an individual acting primarily for purposes unrelated to your trade, business, craft, or profession. For instance, this applies if you are a homeowner undertaking a DIY project for your own residence or hiring a tiler to work on your home.

You will be classified as a "Trader" if you are acting for purposes related to your trade, business, craft, or profession, whether personally or through someone else acting on your behalf. For example, this includes individuals like tilers or builders working on another person's home.

IF YOU HAVE A QUESTION:

If you have a question about Our Terms of Business or any of our Policies,please contact us.

REVISIONS:

We have the right to revise Our Terms of Business and our Policies from time to time. Please check back regularly, to see the latest versions. Our Terms of Business were most recently updated on 18/03/2025.

HOW TO CONTACT US:

Please see our Contact page.

DOING BUSINESS WITH US

DESCRIPTION (Consumer, Trade, Online, In store)

Images and descriptions displayed in-store or online are intended to illustrate the use of our products. However, printed materials and digital displays may not accurately represent colors, textures, or finishes. We recommend visiting a store before making a purchase.

Due to the manufacturing processes and the natural materials used in many of our products, there may be variations in size, color, shade, and texture among individual tiles or between different batches. Additionally, the sizes, weights, capacities, dimensions, and measurements listed on our site may also vary.

Please note that products may be porous, exhibit veining, be susceptible to staining, and may experience pitting or changes in appearance and performance over time. The packaging you receive may differ from what is shown in images.

CHOOSING AND BUYING (Consumer, Trade, Online, In store):

You are responsible for determining your needs and the quantities required. We recommend that you:

  • • Choose products with specifications that are appropriate for your intended use.
  • • Purchase enough materials for your entire project, accounting for tolerances in quantity estimates, wastage, and breakage. Ensure that tiles, borders,   and decors are from the same range.
  • • Retain your receipt as proof of purchase.
  • • For online orders, we accept an order once the products are dispatched to you or collected by you. Until that point, we reserve the right to cancel the   order for any reason, and if we do so, we will refund your payment.

DELIVERY AND COLLECTIONS (Consumer, Trader, Online, In store)

Please refer to our Delivery and Collection Policy for information regarding our delivery services, costs, and how to collect products from a store.

When we provide a date for delivery or collection, it is an estimate and not a guaranteed date. Time is not of the essence. To avoid disappointment and unnecessary expenses, we recommend that you refrain from making any firm arrangements to use the products (such as scheduling a tiler to install tiles) until you have received them. Otherwise, you may incur charges for a tiler’s wasted time, and we will not be liable for reimbursing those costs.

PROMOTIONS (Consumer, Trader, Online, In store)

We may offer promotional deals from time to time. Details of current promotions will be available in-store and/or online, as applicable, and the following conditions will apply:

  • • Promotions may be limited to specific products, time periods, stores, or online only.
  • • We do not guarantee that products will remain in stock throughout the duration of a promotion.
  • • Discounts (for example, up to one-third off) will be based on the price we charged immediately before the promotion started (not on previous prices or prices from other retailers for the same or similar products), and different discounts may apply to different items
  • • Discount codes (such as Voucher Codes) will apply to designated products and are valid only for the specified period associated with each code. The discount will be based on our current price at the time of purchase (not on previous prices or prices from other retailers for the same or similar products) during the validity period of that specific discount code.
  • • Free products (for example, buy five and get the sixth free) will only be provided when the specified minimum quantity of products in the promotion is purchased simultaneously, and the free product will be the lowest-priced item.
  • • Unless stated otherwise for a specific promotion, promotions cannot be combined with any other offers, discounts, or promotions, except for Trade discounts.
  • • If you return a product that was purchased as part of a discount promotion, we will refund the amount you actually paid (not the full price).
  • • If you return items purchased under a free product promotion (such as buy five and get the sixth free) or items that qualified you for a free gift, you must also return the free products and/or free gift along with the items you paid for.
  • • We reserve the right to modify or withdraw promotional offers at any time.
  • • Some promotions (such as Voucher Codes) may be conducted in partnership with third parties, and you may need to agree to their terms and conditions to benefit from them.

INSTALLATION AND SAFETY (Consumer, Trader, Online, In store):

Inspect tiles thoroughly before installation. Be mindful of any variations in shade. We cannot replace tiles that have been cut, had adhesive or other chemicals applied, or have been fixed to a surface, such as a wall or floor. For more information, please refer to our Cancellation, Returns, and Refunds Policy.

The products we sell may be hazardous, particularly if misused. Exercise caution when handling them (especially during lifting or when using chemicals). Always follow the manufacturer’s instructions and warnings. Use appropriate safety equipment, tools, and procedures, including those recommended by the manufacturer. Only use products for their intended applications.

An adult should supervise anyone under the age of 18.

We do not knowingly sell to children, and orders may only be placed by individuals aged 18 or older.

CANCELLATION AND RETURNS:

Our Cancellation and Returns Policy explains your rights to cancel orders, return products and receive refunds.

AFTER CARE (Consumer, Trader, Online, In store):

Some products require regular care and maintenance (such as cleaning or treatment) to preserve their appearance, performance, and safety features. Always adhere to the manufacturer’s instructions and warnings. Utilize appropriate safety equipment, tools, and procedures, including those recommended by the manufacturer.

PRODUCT GUARANTEES (Consumer, Trader, Online, In store):

Where products come with a manufacturer’s guarantee enforceable by you, the benefits are in addition to your rights under Our Terms of Business.

RESOLVING ANY PROBLEMS (Consumer, Trader, Online, In store):

If you are not entirely satisfied with your purchase, please contact us. We will try to resolve any problems as quickly as we can. If necessary, we will explain how you can use our complaints procedure.

NO RE-SALE (Trader, Online, In store):

We sell products to Traders solely for the benefit of your own customers as end users, not for resale. You agree not to resell any products purchased from us. If you attempt to do so, we reserve the right to cancel the sale or order. In such cases, we will refund the amount you paid and will have no further liability to you regarding the cancellation.

DATA AND PRIVACY (Consumer, Trader, Online, In store):

We are dedicated to using the information we collect from you fairly and responsibly.

At times, we will need to gather and use your information (such as your name, address, and phone number) to assist you in selecting and purchasing products or to provide customer support services.

We may share your information with third parties who assist us (for example, when arranging deliveries) or help us identify ways to improve our products.

When you use our website, we will interact with your computer or mobile device and collect information from it (such as your internet protocol (IP) address).

We may ask you to share information with us so that we can stay in touch and provide updates about our products and services.

Details on how we handle this information are outlined in our Privacy Policy. This document explains the choices you have regarding the sharing of your information with us.

INTELLECTUAL PROPERTY RIGHTS (Consumer, Trader, Online, In store):

The intellectual property rights (including copyright, related rights such as moral rights, patents, rights in inventions, trademarks, geographical indications, service marks, trade names, design rights, rights in get-up, domain names, business names, rights in computer software, database rights, the right to sue for infringement, unfair competition and passing off, and all similar rights of any nature) associated with our website, the products we offer for sale, and materials (such as artwork and photography) displayed in our stores and/or on our website and social media accounts (including Facebook, Instagram, and Twitter) are owned by us or by a third party with whom we have permission to use.

These intellectual property rights may not be used, modified, copied, stored, or shared by you or anyone acting on your behalf without our written consent. In the case of social media, usage must comply with the terms and conditions set by the respective social media service provider.

RESPONSIBLE CUSTOMER CONTENT (Consumer, Trader, Online, In store):

We appreciate your opinions and feedback shared on our social media platforms. All content and comments you submit should be made responsibly and respectfully, and any feedback regarding traders must accurately reflect the work performed.

Posting anything on our website or social media accounts that we deem to be obscene, derogatory, defamatory, or otherwise inappropriate is prohibited. We reserve the right to remove such content or have it removed.

WEBSITE AND COMMUNICATIONS SYSTEMS (Consumer, Trader, Online, In store):

We make reasonable efforts to ensure that our website, email, and other communication systems are generally accessible. However, we reserve the right to suspend services and restrict or prevent access (either temporarily or permanently) for reasons such as maintenance, security, or misuse.

We are not responsible for, and shall not be liable for, the availability or content of third-party websites and resources that can be accessed through links from our website or social media content.

APPLICATION OF OUR TERMS OF BUSINESS – CONSUMERS (Consumer, Online, In store):

Our Terms of Business, including any document expressly referred to (for instance our Policies) form the agreement between you and us.

APPLICATION OF OUR TERMS OF BUSINESS – TRADERS (Trader, Online, In store):

Our Terms of Business, including any documents explicitly referenced (such as our Policies), constitute the complete agreement between you and us, overriding and nullifying all prior agreements, promises, assurances, warranties, representations, and understandings—whether written or oral—related to the subject matter.

You also acknowledge and agree that when entering into any Purchase Contract, unless we have agreed otherwise in writing, Our Terms of Business will apply to the exclusion of all other terms and conditions, including any that you may attempt to apply or impose.

EVENTS OUTSIDE OUR CONTROL (Consumer, Trader, Online, In store):

We will not be liable or responsible for any failure or delay in performing any of our obligations when that failure or delay is wholly or partly due to:

  • • any act, omission, event or circumstance beyond our reasonable control, including without limitation, strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic, natural disaster, interruption to telecommunications networks (whether domestic, international, public or private), interruption to transport systems, including roads, railways, shipping, ports and other goods interchanges, airfreight, airports, fuel supplies (whether domestic, international, public or private); and/or
  • • any act, omission, event or circumstance resulting from the UK’s exit from the European Union.

Payment Terms:

  • • All accounts are payable in full within the period specified on the invoice, unless otherwise stated.
  • • In the event of non-payment, all outstanding amounts shall become immediately due.
  • • The Company reserves the right to use any goods supplied, whether paid for or not, as equity to offset unpaid liabilities.
  • • Unpaid goods remain the property of the Company until full payment is received.
  • • Overdue accounts are subject to interest at 5% above the National Westminster Bank base rate.

Returns and Product Sales:

  • • 24-hour notice is required for all returns, subject to a 25% handling fee.
  • • Any claims for damaged stock must be made in writing within 48 hours of delivery.
  • • Tiles are sold based on the nearest square metre.
  • • The Company does not guarantee tile suitability for specific locations unless agreed in writing prior to installation.

Quotations and Pricing:

  • • The Company provides quotations and accepts orders in good faith based on current delivery capabilities and stock availability. While we strive to meet quoted delivery times, these are estimates and not guarantees. We are not liable for delays or non-delivery due to circumstances beyond our control, such as natural disasters or supplier issues. We will keep customers informed of any significant changes affecting their order.
  • • Quotations reflect current costs and may be adjusted before or after acceptance to account for recognized cost fluctuations, unless otherwise specified on the quotation form. Any price changes will apply at the time of dispatch, regardless of the order date.

Supply and Delivery:

  • • The Company reserves the right to withhold further supply in case of outstanding payments.
  • • No guarantee is provided against crazing, shade, or size variation once tiles are fixed.
  • • The Company reserves the right to offset amounts due in cases of reciprocal trading.
  • • For third-party deliveries, written confirmation is required, and the Company accepts no liability for associated losses.
  • • Orders are accepted solely under the Company's terms and conditions.

Claims and Returns:

  • • All claims for shortages must be notified to our office at the time of delivery and delivery notes must be altered to confirm shortages at time of delivery.
  • • Goods are not supplied on a 'sale or return' basis. Returns are accepted at the Company's discretion and only if in resalable condition.

Large Format Tiles and Small Orders:

  • • For large format tiles(such as but not limited to 60x120, 80x80, 90x90, 100x100 & 120x120), damage claims may be resolved through account credit, free replacement with next order, or replacement with customer-paid shipping.
  • • For small orders, an additional 10-15% quantity is recommended to account for wastage.
  • • Half and small pallet orders are subject to additional picking and delivery charges.

Retention of Title:

  • • The Company operates under an 'all monies clause' retention of title policy.