Terms & Conditions
Last updated: 17 August 2026
These Terms & Conditions apply to purchases made through the Porcelain World website and govern the relationship between you and Porcelain World when you purchase products from us.
By placing an order through our website, you confirm that you have read, understood and agreed to these Terms & Conditions.
1. About Us
Porcelain World is an online retailer specialising in porcelain paving, tiles and related products.
References to “Porcelain World”, “we”, “us” or “our” in these Terms & Conditions mean Porcelain World.
References to “you” or “your” mean the person placing an order with us.
Our full contact details are set out in section 28.
2. Products and Product Information
We make every reasonable effort to ensure that product descriptions, photographs, dimensions, colours and specifications displayed on our website are accurate.
However:
- Product colours may vary depending on your screen, device and display settings.
- Natural variations may occur between different production batches.
- Minor variations in colour, shade, texture, dimensions and finish may occur.
- Images are provided for illustrative purposes and may not always represent the exact appearance of the product under different lighting conditions.
- Product dimensions and quantities should be checked carefully before ordering.
- You are responsible for ensuring that the products you select are suitable for your intended application.
Where colour or appearance is particularly important, we recommend requesting a sample before placing a large order.
Samples may not always be an exact representation of a full production batch.
3. Product Availability
All products are subject to availability.
If a product becomes unavailable after you place an order, we will contact you as soon as reasonably possible and may offer an alternative product, revised delivery date or refund.
We reserve the right to discontinue products or change product specifications without notice, provided this does not affect an order that we have already accepted.
4. Prices
All prices displayed on our website are stated in pounds sterling (£).
Unless expressly stated otherwise, prices include VAT where applicable.
We reserve the right to change prices at any time. However, any price change will not affect an order that we have already accepted and confirmed.
We make reasonable efforts to ensure that prices displayed on the website are correct. If an obvious pricing error occurs, we reserve the right to contact you before processing the order.
5. Placing an Order
When you place an order through our website, you are making an offer to purchase the products selected.
Your order will be subject to acceptance by us.
An automated order confirmation does not necessarily mean that your order has been accepted. Your order will be accepted when we confirm that the products are available and that we are able to fulfil the order.
We reserve the right to refuse or cancel an order where there is a genuine reason to do so, including product availability issues, pricing errors, suspected fraudulent activity or delivery restrictions.
If we cancel an order after payment has been taken, you will receive a full refund of the amount paid for the cancelled order.
6. Payment
Payment must be made using the payment methods available through our website.
We may use third-party payment providers to process payments securely.
You confirm that you are authorised to use the payment method provided.
We are not responsible for delays caused by payment providers or banking institutions.
7. Delivery
We aim to deliver orders within the estimated delivery period stated at the time of purchase.
Delivery dates and times are estimates unless we have expressly agreed otherwise in writing.
Deliveries may be made using third-party pallet or courier services.
Where delivery is made by pallet, the delivery vehicle may require suitable access to the delivery address.
Delivery access
You are responsible for ensuring that suitable access is available for the delivery vehicle.
Before ordering, you should consider:
- Road width
- Vehicle restrictions
- Low bridges
- Weight restrictions
- Width restrictions
- Height restrictions
- Narrow roads
- Sharp bends
- Steep gradients
- Restricted or pedestrianised areas
- Parking restrictions
- Gates and access points
- Any other obstruction that may prevent safe delivery
Standard pallet deliveries are generally made to the nearest safe and accessible point that can reasonably be reached by the delivery vehicle.
The delivery driver may refuse to enter an area where they reasonably believe it is unsafe or unsuitable.
The driver is not generally responsible for moving pallets over unsuitable surfaces, through buildings, through gardens or to a specific location on the property.
8. Delivery Address
You must provide a complete and accurate delivery address and appropriate contact details when placing your order.
You should notify us immediately if you identify an error in the delivery information.
We cannot guarantee that delivery address changes can be made once an order has been dispatched.
Additional delivery charges may apply where a delivery has to be rearranged due to incorrect or incomplete information supplied by you, unsuitable access or your failure to accept delivery.
9. Failed or Restricted Deliveries
If a delivery cannot be completed because of unsuitable access, incorrect address information, nobody being available where attendance is required, or another circumstance reasonably attributable to you, additional delivery or re-delivery charges may apply.
Where a delivery vehicle is unable to safely access the delivery location, the driver may leave the goods at the nearest suitable accessible location or return the goods to the depot.
Any additional costs arising from a failed delivery may be payable by you.
10. Inspection of Goods on Delivery
Porcelain paving and tiles are heavy and fragile products.
You should inspect the delivery as soon as reasonably possible.
Where practical, you should inspect pallets and packaging for visible signs of damage at the time of delivery.
If visible damage is present, you should photograph the packaging and affected products and notify us as soon as possible, ideally within [48 hours] of delivery.
You should retain photographs of the pallet, packaging, labels and damaged products where a damage claim is being made.
11. Damaged Goods
If products arrive damaged, please contact us as soon as reasonably possible with:
- Your order number
- Photographs of the damaged products
- Photographs of the packaging
- Photographs of the pallet and delivery condition
- A description of the damage
We will assess the issue and, where appropriate, arrange a replacement, refund or other suitable remedy in accordance with your statutory rights.
You should not install or use products that you believe are damaged or defective.
Once products have been installed, altered, cut or otherwise used, it may affect our ability to assess whether the issue existed before installation.
Nothing in these Terms & Conditions affects your statutory rights.
12. Checking Products Before Installation
You must inspect products before installation.
This is particularly important for paving and tiles because shade, colour, texture and finish can vary between individual pieces and production batches.
Before installation, you should check that:
- The product is suitable for your intended use.
- The quantity is sufficient.
- The product is the correct size and type.
- The colour and appearance are acceptable.
- There is no visible damage or defect.
We strongly recommend mixing products from different boxes or pallets during installation where appropriate to achieve the intended appearance.
We cannot accept responsibility for costs associated with removing or replacing products that were visibly defective before installation but were installed without being checked.
13. Installation
Unless expressly agreed otherwise, Porcelain World does not provide installation services.
You are responsible for ensuring that products are installed correctly and in accordance with appropriate manufacturer instructions and recognised installation practices.
We are not responsible for installation costs, labour costs, removal costs or consequential costs arising from incorrect installation.
Where professional installation is required, we strongly recommend using a suitably qualified and experienced installer.
14. Returns and Cancellation
If you are a consumer, you may have cancellation rights under the Consumer Contracts Regulations 2013.
Where applicable, you may cancel an eligible online order within 14 days of receiving the goods without giving a reason.
You must notify us of your decision to cancel within the applicable cancellation period.
Unless otherwise agreed, you are responsible for returning goods where the law permits us to require this.
Because porcelain paving and tiles are heavy, bulky and potentially fragile, return delivery arrangements and costs may differ from those applicable to ordinary parcels.
We will provide appropriate instructions for returning eligible goods.
Exceptions
Certain products may be excluded from cancellation rights where permitted by law, including goods that are made to your specifications or clearly personalised.
This may include bespoke, specially ordered or non-standard products that are not ordinarily held in stock.
Nothing in these Terms & Conditions removes or limits any cancellation or refund right that cannot legally be excluded.
Full details of how to cancel, return goods and receive a refund are set out in our Returns & Refunds Policy.
15. Refunds
Where you are entitled to a refund, we will process the refund in accordance with applicable law.
Refunds will normally be made using the original payment method.
Where goods are returned, we may wait until the goods have been returned or you provide appropriate evidence that they have been returned before processing the refund, where permitted by law.
If goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, we may have rights in relation to any resulting reduction in value where permitted by law.
16. Special Orders and Bespoke Products
Some products may be specially ordered from suppliers or sourced specifically for an individual customer.
Where a product is bespoke, personalised, specially manufactured or specially ordered to your requirements, cancellation and return rights may be restricted where permitted by law.
We will inform you where a product is subject to special-order or bespoke conditions.
17. Quantity Calculations
Where you purchase paving or tiles based on square metre coverage, you are responsible for ensuring that the quantity ordered is sufficient for your project.
We recommend allowing an appropriate amount for cuts, breakages, wastage and installation requirements.
Porcelain World does not accept responsibility for insufficient quantities where the quantity ordered was based on information supplied by you.
Where we provide a quantity calculation as a guide, you remain responsible for checking the calculation before ordering.
18. Delivery of Large or Heavy Goods
Porcelain paving and tiles can be extremely heavy.
You are responsible for ensuring that the proposed delivery area can safely accommodate the weight of the goods and delivery vehicle.
You should also ensure that the intended storage location is suitable.
We are not responsible for damage caused by unsuitable ground conditions, inadequate access or unsuitable storage arrangements where the issue is not caused by our negligence or breach of contract.
19. Website Use
You may use our website for lawful purposes only.
You must not:
- Use the website for fraudulent or unlawful purposes.
- Attempt to gain unauthorised access to the website or its systems.
- Introduce viruses, malware or other harmful material.
- Copy or reproduce website content without permission.
- Interfere with the operation or security of the website.
- Use automated systems to extract or copy significant amounts of website content without our permission.
We reserve the right to suspend or restrict access to the website where we reasonably believe these Terms & Conditions have been breached.
20. Intellectual Property
All content on this website, including text, photographs, graphics, logos, designs, product descriptions and other materials, is owned by or licensed to Porcelain World unless otherwise stated.
You may not reproduce, modify, distribute, republish or commercially exploit our website content without our prior written permission.
21. Third-Party Websites and Services
Our website may contain links to third-party websites or use third-party services, including payment, delivery, analytics or other technology providers.
We are not responsible for the content, availability, security or policies of third-party websites.
Your use of third-party services may be subject to the third party’s own terms and conditions.
22. Liability
Nothing in these Terms & Conditions excludes or limits liability where it would be unlawful to do so.
This includes liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded.
Subject to the above, we will not be liable for losses that are not reasonably foreseeable or for losses arising from circumstances outside our reasonable control.
Where you purchase products for business purposes, our liability may be subject to additional limitations permitted by law.
Nothing in these Terms & Conditions affects the statutory rights of consumers.
23. Events Outside Our Control
We will not be responsible for delays or failures caused by circumstances outside our reasonable control.
These may include:
- Severe weather
- Flooding
- Fire
- Industrial disputes
- Road closures
- Traffic restrictions
- Government action
- Supplier delays
- Transport disruption
- Shortages
- Natural disasters
- Other events beyond our reasonable control
Where such an event occurs, we will make reasonable efforts to minimise the impact and keep you informed.
24. Complaints
We aim to provide a high standard of customer service.
If you have a complaint regarding an order, product or service, please contact us with your order number and details of the issue.
We will investigate the matter and seek to resolve it fairly and reasonably.
25. Privacy
We process personal information in accordance with our Privacy Policy.
By placing an order, you acknowledge that we need to process certain personal information to fulfil your order, arrange payment and delivery, provide customer service and meet our legal obligations.
Please refer to our Privacy Policy for further information about how personal data is collected and used.
26. Changes to These Terms
We may update these Terms & Conditions from time to time.
The Terms & Conditions applying to your order will be those in force at the time you place your order.
The latest version will be published on our website.
27. Governing Law
These Terms & Conditions and any contract between you and Porcelain World are governed by the laws of England and Wales.
If you are a consumer, you will also benefit from any mandatory protections provided by the laws of the country in which you live where applicable.
Any disputes will be subject to the jurisdiction of the courts of England and Wales, unless applicable law provides otherwise.
28. Contact Us
If you have any questions regarding these Terms & Conditions, an order, delivery or a product, please contact Porcelain World using the contact details provided on our website.
Porcelain World
Porcelain World Ltd
9th April 2024
02046 203289
15630183
15630183
