Terms & Conditions
Returns & Refunds
Delivery Information
1. Terms & Conditions of Sale
Protile Supplies Scotland Ltd
Company Number: SC861909
Registered Office: 165–167 High Street, Dumbarton, Scotland, G82 1NZ
Last updated: 20th November 2025
1. Introduction
These Terms & Conditions apply to all purchases made through the Protile Supplies Scotland Ltd website.
By placing an order with us, you agree to these terms.
2. Our Products
All product information, descriptions and images are provided for general guidance.
Tile colours, shades and textures may vary slightly in person due to screen differences, lighting or batch variations.
If you would like to view tiles before purchasing, please visit our showroom or contact us for advice.
3. Orders
All orders are subject to acceptance and product availability.
Once an order is placed, you will receive an automated confirmation email.
This confirmation does not constitute acceptance of your order.
A contract is formed only when your order has been processed and dispatched.
4. Pricing & Payment
Prices shown on the website are in GBP and include VAT unless otherwise stated.
We reserve the right to change prices at any time.
Payment must be made in full at the time of ordering.
We accept payment through our secure payment partners (e.g, PayPal).
5. Delivery
Estimated delivery time is typically 7–10 working days.
Delivery times are estimates only and are not guaranteed.
We are not liable for delays outside our control, including courier delays, supplier delays, weather or transport issues.
Orders will be delivered to the address provided at checkout — please ensure this is correct.
If a delivery attempt fails due to an incorrect address or no recipient present, additional delivery charges may apply.
6. Tile Variations & Batch Differences
Tiles can vary in colour, tone, pattern and finish between batches.
We recommend ordering enough tiles for your full project at once to avoid shade variation.
We cannot guarantee exact colour/finish matches if further tiles are ordered later.
7. Cancellations
You may cancel your order before dispatch by contacting us as soon as possible.
Once tiles have been dispatched from our supplier, cancellation is no longer possible without return costs (see Returns Policy).
8. Returns & Refunds
See our full Returns & Refund Policy below for details.
9. Faulty or Damaged Goods
Damaged goods must be reported within 48 hours of delivery.
Please provide photos of the damage.
We will arrange replacement tiles or a refund where appropriate.
Damage caused during installation is not covered.
10. Liability
To the fullest extent permitted by law, we are not liable for:
Indirect or consequential losses
Losses caused by courier delays
Variations in tile shade or texture
Costs associated with installation delays
Damage caused by improper installation
Your statutory rights are not affected.
11. Contact
📧 hello@protilesupplies.co.uk
2. Returns & Refund Policy
Protile Supplies Scotland Ltd
Last updated: 20th November 2025
1. Your Rights
You have the right to return goods within 14 days of receiving your order, in accordance with UK consumer law.
2. Return Conditions
To be eligible for a refund:
Tiles must be unused, undamaged and in their original packaging.
Full boxes only — we cannot accept returns of part boxes or individual tiles.
The return must be arranged within 14 days of delivery.
We reserve the right to refuse returns that do not meet these conditions.
3. Return Costs
Return shipping costs are the responsibility of the customer unless the items are faulty or damaged.
Tiles are heavy and may require pallet collection — costs vary depending on location.
We can provide a quote for return shipping upon request.
4. Refunds
Refunds will be processed within 14 days of receiving the returned goods.
Refunds are issued to the original payment method.
Delivery charges are non-refundable unless goods are faulty.
5. Damaged or Faulty Tiles
Must be reported within 48 hours of delivery.
Please provide clear photos.
We will arrange a replacement or refund for faulty items.
Damage caused during installation is not covered.
6. Incorrect Items Received
Please contact us immediately if you receive incorrect tiles.
We will arrange collection and replacement at no cost to you.
7. Non-Returnable Items
The following cannot be returned:
Part boxes
Tiles damaged after delivery
Tiles installed or altered
Clearance or end-of-line items (if stated as non-returnable at purchase)
8. How to Arrange a Return
Email us at:
📧 hello@protilesupplies.co.uk
Please include:
Your order number
Reason for return
Photos (if relevant)
3. Delivery Information
Protile Supplies Scotland Ltd
Last updated: 20th November 2025
Delivery Times
Our standard delivery time is 7–10 working days for most orders.
This may vary depending on stock availability, supplier dispatch times and courier routes.
Delivery Charges
Delivery costs are calculated at checkout based on:
Order size/weight
Delivery location
Whether pallet delivery is required
We aim to keep delivery costs as competitive as possible.
Delivery Method
Most orders are delivered via pallet courier due to the weight of tiles.
Smaller orders may be delivered by parcel courier.
Pallet delivery notes:
Tiles are delivered kerbside only
Drivers cannot carry tiles inside your property
Someone must be present to receive the delivery
Missed Deliveries
If no one is available to receive your order, redelivery charges may apply.
Access Issues
Please inform us before ordering if there are access restrictions (narrow roads, steep hills, limited parking, etc.).
If a courier cannot access your property, alternative arrangements may need to be made.
Inspecting Your Delivery
Please check your tiles upon arrival.
If items arrive damaged:
Mark it on the delivery note where possible
Contact us within 48 hours
Provide photos of the damage
We will help resolve the issue quickly.
Where We Deliver
We deliver throughout Scotland and the wider UK.
Some remote locations may have longer delivery times or higher delivery costs.
Questions?
If you have any delivery concerns or special requirements, contact us at:
📧 hello@protilesupplies.co.uk