Terms & Conditions

Design Di Lusso Limited trading as “DDL Tiles” and “Luxury Porcelain Tile (LPT)” — Terms & Conditions of Sale

Design Di Lusso Limited trading as “DDL Tiles” and “Luxury Porcelain Tile (LPT)” — Terms & Conditions of Sale

These Terms & Conditions (“Terms”) apply to all sales of goods by Design Di Lusso Limited (company no. 07722003, registered office Unit 8 Trade City Watford, Thomas Sawyer Way, Watford, WD18 0GS) trading as “DDL Tiles” and “Luxury Porcelain Tile (LPT)”, whether made in our showroom, by phone/email, or via any of our Websites, including www.ddl-tiles.com and www.luxuryporcelaintile.com (together, the “Websites”). By placing an order, you agree to be bound by these Terms.

Definitions:

‘Company’ / ‘Seller’ means Design Di Lusso Limited, trading as “DDL Tiles” and “Luxury Porcelain Tile (LPT)”.

‘Websites’ means any website or online sales channel operated by the Company, including www.ddl-tiles.com and www.luxuryporcelaintile.com (and any successor domains or sub- domains).

Interpretation. Any reference in these Terms to “DDL Tiles”, “Luxury Porcelain Tile”, “LPT”, “we/us/our” or the Websites is a reference to Design Di Lusso Limited and its trading names as defined above. References to “website” shall be read as references to the “Websites”.

Design Di Lusso – Terms & Conditions of Sale:

These Terms & Conditions (“Terms”) apply to all sales of goods by Design Di Lusso Limited also referred to as “DDL Tiles” (“we”, “us”, “our”), whether made in our showroom or via our Websites. By placing an order, you agree to be bound by these Terms.

Payment for the goods or placing an order constitutes an acceptance of an agreement to these general Terms & Conditions.

Definitions: ‘Company’ and ‘Seller’ means Design Di Lusso Ltd known also as ‘DDL Tiles’ or as ‘DDL’. ‘Buyer’ and ‘Customer’ means the person who accepts a quotation from the Seller, for the sale of Goods or agrees to buy the Goods from the Seller. ‘Goods’ means the Tiles and other products which the buyer agrees to purchase from the Seller. ‘Order’ means the Order for the sale and purchase of the Goods between the Buyer and the Seller. ‘Price’ means the price for the Goods excluding where applicable, carriage, packaging, insurance and Value Added Tax. ‘In Writing’ means communication by postal letter, email and any other comparable means of communication. ‘Special Order Items’ are goods that are not stocked in our showroom or warehouse and are ordered specifically for a customer from a supplier or manufacturer. This includes imported tiles, bespoke fabrication, made- to-order vanities, and any customised or cut-to-size products. Special order items are non- cancellable and non-returnable unless faulty or otherwise required by law. ‘Stock Items’ are goods that are readily available in our showroom or held in our warehouse for immediate dispatch or collection. Stock items may be returned within 14 days of delivery/collection provided they are unused, in original packaging, and in resaleable condition, subject to any applicable restocking charges. ‘Delivery’ is the process by which goods are transported from DDL Tiles’ premises or a supplier to the customer’s nominated delivery address. Delivery is kerbside only unless otherwise agreed, and the customer is responsible for offloading, access, and ensuring the delivery point is safe and suitable for the vehicle and goods. Delivery dates are estimates only. ‘Installation’ is the process of fixing, laying, or fitting the goods in their intended location. Installation must be carried out by a qualified professional. Use or installation of goods constitutes acceptance that they are in satisfactory condition and suitable for their intended purpose. DDL Tiles is not liable for defects, shortages, or unsuitability discovered after installation, except where required by law.

The headings in these Conditions are for convenience only and shall not affect their interpretation.

1. Orders & Payment:

• All orders must be paid for in full upfront at the time of purchase.
• We accept major credit/debit cards, bank transfers, and other approved payment methods.
• Prices shown include VAT unless otherwise stated.
• We reserve the right to correct any typographical, clerical, or pricing errors without If such errors affect your order, we will notify you and seek confirmation before proceeding.
• Whilst DDL Tiles are happy to assist in calculating quantities we recommend the customer gets these checked by their tiler/builder before placing any orders. It is the customer’s responsibility to ensure the quantity ordered is correct before placing any DDL Tiles reserves the right not to supply the customer at the sole discretion of DDL Tiles.
• All non-stock/special order items are subject to product availability from the manufacturers/suppliers.

2. Product Descriptions & Variations:

• Images, samples, and descriptions are provided as a guide Natural and manufactured products may vary in shade, texture, veining, and size.
• Tile sizes are nominal and exact dimensions may vary between batches due to manufacturing processes as well as variation in exact production sizes between different factories. It is important that you consider this when planning to combine two different products.
• It is the customer’s responsibility to ensure products are suitable for their intended use, installation, and environment.
• Products must be used, installed, and maintained strictly in line with manufacturer guidelines. Use of inappropriate cleaning products or failure to follow care instructions invalidates any claim.

3. Delivery & Risk:

• Delivery dates are estimates We are not liable for delays caused by third parties, import schedules, adverse weather, or circumstances beyond our control.
• Deliveries are made kerbside only. Deliveries are made on pallets and require suitable access for large vehicles. DDL Tiles reserve the right to utilise a variety of transportation services to deliver the goods to For the purpose of general appreciation/association, the vehicle making the delivery is likely in most cases, to be the comparative size of a Fire Engine, or slightly larger. It is the customer’s responsibility to notify DDL Tiles of any circumstances that may affect the delivery of goods using a vehicle of this size, i.e. Parking restrictions, “Red Routes”, Vehicle access due to height or width, Narrow roads, Road works, Gravel or uneven driveways, Building sites, High rise apartments (with or without lifts) etc. Failure to communicate relevant information to DDL Tiles prior to delivery being organised may result in additional costs for the re-supply being incurred by the customer and may also increase the re-delivery lead time. The delivery driver cannot help with moving the products inside the delivery site, the load will be dropped at the nearest convenient point to the site, which could be the roadside. Every effort will be made to deliver to the desired and requested point of delivery however, in circumstances where it is not practical or possible to complete the delivery goods will be returned to DDL Tiles and classed as failed delivery. Any additional costs incurred by DDL Tiles for failed deliveries are charged to the customer and deliveries will be rescheduled once the full payment is made. Anything the customer can do to help ensure the order can be dropped closer to the site is appreciated. Smaller deliveries will be made on a courier’s transit van which will require people on site to offload the goods from the vehicle. The customer will have 15 minutes to offload the goods from the vehicle. It is the customer’s responsibility to offload the goods from the vehicle in a timely and efficient manner. If additional costs are incurred during the offloading process (waiting time or assistance from the driver) DDL Tiles reserves the right to charge the customer for the additional costs incurred.
• Risk in the goods passes to you once delivery is made or when collected from our premises.
• All deliveries must be inspected on Any damages, shortages, or visible defects must be noted on the delivery note and reported within 48 hours. Claims outside this period cannot be accepted except where required by law. Signing a delivery note or paperwork as “unchecked” or similar does not remove your responsibility under these Terms and claims after delivery must comply with our 48-hour reporting window regardless of signature status.
• If delivery cannot be completed due to insufficient access, refusal to accept delivery, or failure to provide a responsible person, any return, re-delivery, storage, or additional costs/charges are the responsibility of the customer.
• DDL Tiles respectfully recommends that the customer does not book a Tiler or Tradesman, until the goods have been delivered, signed for and quality checked.
• DDL Tiles is not responsible for defects or performance if the manufacturer’s guarantee does not cover it.
• Storing/Holding Orders: DDL Tiles can hold/store orders ready for delivery for up to 14 days from the date all goods are received and ready for collection/delivery and the customer notified. Any period longer than this is chargeable at a rate of £10.00 +vat per pallet per day and payable before collection/delivery can be organised.

4. Risk & Ownership:

• Risk in the goods passes to you once delivery/collection has been made.
• Ownership passes only once full payment has cleared (already required at point of sale).

5. Cancellations & Returns:

5.1 Statutory Right to Cancel (Online & Distance Sales)

• For online and distance purchases, consumers have a statutory right to cancel within 14 days from the day after delivery.
• This right does not apply to:
  • Special order or made-to-order items
  • Cut-to-size products
  • Opened or part-used adhesives, grouts, or consumables
  • Goods not returned in resaleable condition

5.2 Stocked Items (Showroom or Online)

• Stock items (available immediately in store) may be returned within 14 days of delivery/collection, provided they are unused, in original packaging, and are deemed to be in resaleable condition and accompanied by proof of purchase.
• UK Stocked items from our suppliers/distributors (Typically available in 3-5 working days) may be returned within 14 days of delivery/collection, provided the supplier/distributor has the same batch/shade available in stock, they are unused, in original packaging, and are deemed to be in resaleable condition. A restocking charge may apply.
• A restocking charge of 25% will apply and will be deducted from the refund.

5.3 Returns (Showroom or Online)

• Returns are at the customer’s expense unless goods are faulty. Customers are responsible for ensuring goods are adequately packaged and insured during return We accept no liability for items damaged during return.
• Returns must be authorised by DDL Tiles prior to being sent Goods returned without authorisation may not be accepted.

5.4 Refunds

• Refunds will be processed within 14 days of receipt and inspection of returned goods.
• Refunds are made via the original payment method unless otherwise agreed.

6. Non-Returnable Items:

Unless faulty, the following items are non-returnable:

• Special order items (Typically available in 4-6 weeks) including imported tiles, bespoke fabrication and made-to-order vanities are non-cancellable and non-returnable.
• Adhesives, grouts, underfloor heating, and similar consumables are non-returnable.
• Special order or bespoke goods.
• Clearance or sale goods.

7. Damages & Faulty Goods:

• Goods must be inspected upon Any damages or visible defects must be reported in writing with photographs within 48 hours. Claims after this period cannot be accepted.
• Shade variations, natural effect differences, and nominal size tolerances are not classed as faults.
• We strongly recommend ordering at least 10% extra to cover cuts, waste, and potential breakages.
• If goods are faulty or not as described, you have statutory rights under the Consumer Rights Act 2015.
• We reserve the right to inspect alleged faults before offering a repair, replacement, or refund.
• The supply of goods does not mean that they are suitable for a specific DDL Tiles can only be held responsible for any failure against products supplied, to the extent that the manufacturer of such products is prepared to guarantee the same. No tiles are guaranteed against crazing.
• Once tiles are installed or used, they will be deemed to have been inspected and accepted as suitable for their intended purpose. Any claims for defects, shortages, or unsuitability cannot be made after installation, except where required by law.

8. Liability:

• Our liability for any claim is limited to the value of the goods suuplied.
• We are not liable for indirect, consequential, or incidental losses, including but not limited to:
  • Wasted labour or installation costs
  • Loss of time or inconvenience
  • Damage caused by misuse, poor installation, or failure to follow care instructions
  • Loss of profit
  • Business interruption
  • Third-party contractor costs
• It is your responsibility to ensure products are suitable for their intended purpose and quantity is sufficient.
• Installation must be carried out by a qualified We accept no liability for incorrect installation or issues arising from fitting. We are not responsible for project planning, design errors, or insufficient quantities ordered.
• Any advice we provide is general guidance only and should not replace professional installation advice.
• Disclaimers or notes printed on or paperwork supplied with boxes or packaging will become the responsibility of the customer to read and accept, prior to use or fixing.

9. Miscellaneous / Severability:

• If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

10. Force Majeure:

We shall not be liable for any delay or failure caused by circumstances beyond our reasonable control, including but not limited to: strikes, accidents, extreme weather, import or shipping delays, or supply chain disruption.

11. Governing Law:

These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the English courts.

Design Di Lusso Limited (company no. 07722003), registered in England & Wales. registered office:
Unit 8 Trade City Watford, Thomas Sawyer Way, Watford, WD18 0GS. Trading names: DDL Tiles and Luxury Porcelain Tile (LPT).