Delivery and Returns Policy for LightWeight Tiles

DELIVERY POLICY:

Delivery options can be selected at the checkout once a postcode has been provided. The cost of delivery varies and is calculated according to the order quantities, location (Postcode) and the service selected.

We are very lucky to be able to offer national delivery. Including UK Mainland, Isle of White, Isle of Man, UK Islands, North Scotland and Highlands, Channel Islands, Scilly Isles and Northern Ireland. Shipping to Ireland can also be discussed. If you require international delivery, please contact us for a quote.

Delivery services that we offer:

Collection from our Warehouse
Economy Delivery
Express Delivery
Saturday Delivery

Dedicated delivery day is an additional option available, if you would like this option, please contact us.

**Please note: Your delivery will require a signature. If no alternatives have been made aware to us and no one is home for delivery, then there may be a re delivery charge**

Dispatch time

We aim to dispatch orders as soon as we can, although, due to product manufacturing lead times, this may vary. You will receive an email on the day of dispatch to confirm that your order has left our warehouse.

Economy delivery

Our economy service covers orders which are required to be shipped on a pallet. Our pallets are sent with the carrier Andy Lee Transport via The Pallet Network. This service generally takes 1-3 working days to arrive, starting from the day after dispatch. The price for this service will vary and is calculated at the checkout. You should then receive an email, with your tracking information, on the day that we dispatch your pallet.

This service requires a signature upon delivery but if you are happy for the pallet of goods to be left in a safe place without a signature, please email us with your delivery instructions and we will pass them to the courier. Unfortunatley, if you have a grass or gravel drive it will not be possible to leave the goods without someone being in attendance.

Please note that these requests will be submitted to the courier but are not guaranteed, should you wish to have a specific day, date or time for delivery please contact us.

Please allow 3 - 4 Working days after dispatch for your pallet to arrive.

Express Delivery

The express service is available on all orders.

For our smaller orders, we currently use DX via Packaging X. They will work on getting your order delivered the next working day after dispatch (Subject to current dispatch period). The price for this service will vary and is calculated at the checkout. Email and/or Text notifications will be sent to you in order to allow for location tracking of your parcel/s. PLEASE NOTE Orders sent with the above carriers may be received in multiple deliveries, parcels are not guaranteed to all arrive on the same delivery day. Your tracking information should reflect this.

For pallet sized orders we use Andy Lee Transport, estimated delivery time is 1 working day after dispatch (Subject to current dispatch period). The price for this service will vary and is calculated at the checkout. You should then receive an email, with your tracking information, on the day that we dispatch your pallet.

Please note that these requests will be submitted to the courier but are not guaranteed, should you wish to have a specific day, date or time for delivery please contact us.

Please allow 2 - 4 Working days from dispatch for your items to be delivered.

Saturday delivery

This option is only available on selected orders, this is due to considerations relating to our manufacturing lead time. This option would, therefore, need to be discussed directly with us at the time of order.

Order Processing

Orders are usually processed within 1 working day of receiving payment. However, although the order will be processed within this timescale, dispatch periods are highlighted on the product pages. As we are a small family run business, we are only open Monday through Friday, therefore any orders received on Saturday/Sunday, Bank Holiday, will be processed the next working day.

Sample Packs

We are pleased to highlight that there is not a delivery charge for our Sample Packs, these are available to purchase here.

Please note that due to the nature of our manufacturing process, while we make every effort to ensure orders are delivered within the above timescales, we cannot guarantee the availability of our products at the time of order. If you would like to find out more about product availability, please call to speak to us directly.

RETURNS POLICY:

We want you to be happy with the items you purchase from us and we, therefore, have a goodwill returns policy/cancellation in place as outlined below.

In order to comply with distance and online selling guidelines, returns for unwanted/ unrequired items may be accepted if we are notified within 14 days of goods being received. Providing the following requirements are met a credit/refund will be arranged.

The return carriage will need to be arranged and the cost covered by the customer.
Items returned to us will be subject to a 15% restocking charge which will be deducted from the total refund amount.
Items being returned must be adequately wrapped (cardboard/bubble wrap) to ensure that they arrive back to us in the same condition they were received in.
If the items are not received back in a suitable, undamaged, resalable condition a credit will be unable to be actioned.
The items should be sent to our warehouse address with a cover note to highlight the sender's information:

Unit 138, Lydney Harbour Estate, Harbour Road, Lydney, Gloucestershire, GL15 4EJ

Once the items are received into our warehouse and inspected, providing the above requirements have been met, the refund will be credited back via the initial payment method.

If items/packages are damaged in transit and the damage is apparent on delivery the following requirements should be followed.

The delivery should be signed stating that the goods have been damaged. (Without this note we may be unable to complete the credit/replacement)
Contact should be made to us within 14 days of receipt in order for us to arrange a refund or replacement.
When informing us of this damage please advise whether you require replacement goods or for us to provide a refund for the damaged items.
Photographs of the damaged items will be required, ideally, before the packages have been opened.
Collection and/or redelivery will be arranged, by us, as necessary.

N.B Items that are received and the damage is not apparent on delivery, please follow the above requirements omitting the signing on delivery.

A 25-year guarantee covers all of our Granulated and smooth components, please click here for more information. For faulty items, the following requirements need to be met.

Faulty items must be notified to us in writing as soon as they become apparent.
Photographs of the damaged items will need to be taken and sent to us.
Upon receipt of the photographs, repair or replacement actions can be commenced.
If replacements/ collections are required these will be arranged by us.