These Terms and Conditions apply to the supply of porcelain tabletops and related products by Tailormade + Ltd to trade, commercial, hospitality, interior design, fit-out, and business customers.
By placing an order with us, creating a trade account, accepting a quotation, or purchasing through our website, you agree to be bound by these Terms and Conditions. Please read them carefully before placing an order.
These Terms explain who we are, how orders are placed, how Goods are supplied and delivered, your responsibilities as a commercial buyer, and the limits of our liability.
These Terms are intended primarily for business-to-business transactions. If you are purchasing as a consumer, certain statutory consumer rights may apply and nothing in these Terms will affect rights that cannot legally be excluded.
For further information, please also refer to our Returns Policy and Delivery Information and pages. In the event of any conflict, the most recent published version shall apply unless expressly agreed otherwise in writing.
Definitions
- “Agreement” means the contract between the Buyer and the Seller for the purchase and supply of Goods.
- “Buyer”, “Customer”, “you” or “your” means the person, business, company, trade customer, hospitality operator, designer, contractor, or other organisation purchasing Goods from us.
- “Business Sale” means any sale to a Buyer acting wholly or mainly for business, trade, professional, hospitality, commercial, interior design, fit-out, resale, or project purposes.
- “Consumer Sale” means a sale to an individual purchasing wholly or mainly for personal domestic use.
- “Delivery Address” means the address specified by the Buyer for delivery of the Goods.
- “Goods” means porcelain tabletops, tabletop components, samples, accessories, and any other products supplied by us.
- “Order” means an order placed by the Buyer and accepted by us.
- “Price” means the price of the Goods, excluding VAT and delivery unless expressly stated otherwise.
- “Seller”, “Company”, “we”, “us”, “our” or “Tailor-made+” means Tailormade + Ltd.
- “Stock Items” means Goods listed as stocked or standard formats on our website.
- “Configured Goods” means Goods selected, specified, configured, finished, cut, edged, or prepared according to the Buyer’s chosen options.
- “In writing” includes email and other written electronic communication.
1. About Us
1.1 store.tailormade.uk is owned and operated by Tailormade + Ltd, a company registered in England and Wales under company number 07056037.
Registered Office: 65 Bridge Street, Chatteris PE16 6RD, Cambridgeshire.
VAT Number: GB 367217289
2. Use of Our Website
2.1 Our website is intended to promote and sell Goods within the United Kingdom, primarily to trade and commercial customers.
2.2 We may update, amend, or replace these Terms at any time. The version in force at the time your Order is accepted will apply to that Order.
2.3 By placing an Order, you confirm that:
- you are at least 18 years old;
- you have authority to place the Order on behalf of the business, company, or organisation you represent;
- you are legally capable of entering into a binding contract;
- all information provided by you is accurate and complete.
2.4 All images, designs, product visuals, website content, copy, photography, graphics, layouts, and other materials are owned by or licensed to us. They may not be copied, reproduced, adapted, distributed, or used without our prior written consent.
3. Product Information, Samples and Specification
3.1 Product descriptions, images, samples, drawings, measurements, and technical information are provided to help Buyers assess suitability. They are intended as a guide only and may not represent exact colour, shade, veining, movement, finish, texture, or batch characteristics.
3.2 Porcelain stoneware is a manufactured material that may include natural-looking variation in tone, movement, pattern, veining, shade, and surface appearance. Such variation is part of the character of the material and shall not be treated as a defect.
3.3 We strongly recommend ordering samples before placing a full Order, especially for commercial, hospitality, design-led, or multi-table projects. Samples are supplied in good faith to assist with specification but may not be an exact match to the final Goods due to batch variation, screen display differences, lighting conditions, and production tolerances.
3.4 The Buyer is responsible for ensuring that the Goods are suitable for the intended environment, use, design scheme, base system, installation method, fixing method, and commercial application.
3.5 Where the Buyer supplies drawings, dimensions, design specifications, base details, fixing requirements, or project information, the Buyer is responsible for ensuring such information is accurate, complete, and suitable.
3.6 We may provide general guidance, but unless expressly agreed in writing, we do not provide structural, architectural, installation, interior design, engineering, or site-survey services.
4. Pricing
4.1 Prices shown on our website, catalogues, quotations, or other materials are subject to change without notice unless expressly confirmed in writing.
4.2 Unless stated otherwise, prices exclude VAT, delivery, carriage, packaging, insurance, and any additional handling charges.
4.3 Delivery charges for UK mainland pallet delivery are calculated at 10% of the basket total, unless otherwise stated or agreed in writing. Deliveries outside UK mainland or requiring special arrangements may be quoted separately.
4.4 We make reasonable efforts to ensure pricing is accurate. If a pricing error is identified after you place an Order, we may contact you to confirm whether you wish to proceed at the correct price or cancel the Order.
4.5 Quantity pricing, trade pricing, promotional pricing, or volume-based discounts may be withdrawn or amended at any time before Order acceptance.
5. Ordering and Contract Formation
5.1 Orders may be placed through our website, by quotation acceptance, or by other written agreement.
5.2 It is the Buyer’s responsibility to check all Order details before submitting or approving an Order, including product type, size, shape, finish, edge profile, colour, quantity, delivery address, contact details, and any project-specific requirements.
5.3 An Order is not accepted until we issue written confirmation or otherwise confirm acceptance. Once accepted, the Order forms a binding Agreement between the Buyer and the Seller.
5.4 We reserve the right to refuse, cancel, or decline any Order at our discretion, including where Goods are unavailable, pricing is incorrect, payment is not authorised, or we are unable to fulfil the Order.
5.5 For Configured Goods, production, preparation, allocation, or processing may begin shortly after Order acceptance. Once this has begun, cancellation or amendment may not be possible, or may be subject to charges.
5.6 Any additional terms included on the Buyer’s purchase order, confirmation, correspondence, or other documents shall not apply unless expressly agreed by us in writing.
5.7 Payment for Goods indicates acceptance of these Terms.
6. Payment
6.1 Payment must be made in full at the time of ordering unless credit terms have been expressly agreed by us in writing.
6.2 Where credit terms are agreed, payment must be made strictly in accordance with the agreed terms. We reserve the right to suspend further supply, delay dispatch, or cancel Orders where payment is overdue.
6.3 Online payments may be processed by third-party payment providers. We are not responsible for delays caused by payment authorisation, payment failure, fraud checks, or third-party payment systems.
6.4 The Buyer shall not withhold, deduct, or set off any payment due to us unless required by law or expressly agreed by us in writing.
7. Delivery and Collection
7.1 Delivery dates and lead times are estimates only. Time for delivery shall not be of the essence unless expressly agreed by us in writing.
7.2 We shall not be liable for delays caused by circumstances outside our reasonable control, including supplier delays, manufacturing delays, transport disruption, traffic, road restrictions, adverse weather, strikes, industrial action, accidents, import delays, stock shortages, or force majeure events.
7.3 Goods are delivered using pallet network, commercial transport, or other appointed delivery services. Delivery is normally made to a kerbside, site entrance, loading bay, or accessible commercial receiving point, depending on vehicle access and site conditions.
7.4 Our standard delivery service is not a white glove service. Delivery does not include carrying Goods into rooms, positioning, assembly, installation, fixing, fitting, unpacking, packaging removal, or waste disposal.
7.5 Delivery services are limited to transportation and unloading only. Delivery drivers and transport partners are not responsible for tabletop assembly, installation, positioning, fixing, fitting, or attaching tabletops to bases under any circumstances.
7.6 The Buyer is responsible for ensuring suitable delivery access, unloading arrangements, equipment, and labour are available at the Delivery Address. This may include forklift access, pallet truck access, safe unloading space, sufficient personnel, or appointed contractors.
7.7 The Buyer must notify us before dispatch of any delivery restrictions, including narrow roads, height restrictions, parking restrictions, red routes, restricted loading times, construction site controls, security procedures, stairs, lifts, uneven ground, or access limitations.
7.8 If delivery cannot be completed due to Buyer absence, unsafe access, restricted access, lack of unloading facilities, incorrect delivery information, or site restrictions, we reserve the right to charge for redelivery, storage, waiting time, aborted delivery, or other costs incurred.
7.9 A responsible representative of the Buyer must be present to receive, inspect, and sign for the Goods.
7.10 The Buyer must inspect the packaging and Goods carefully upon delivery. Any visible damage, shortage, or discrepancy must be noted on the delivery paperwork at the time of delivery and reported to us in writing as soon as possible, and in any event within 48 hours of delivery.
7.11 If Goods are signed for as received in good condition without notation of visible damage, claims for transit damage may be rejected.
7.12 We may request photographs, delivery notes, packaging images, batch labels, and other evidence to assess any delivery-related claim.
7.13 Packaging should be retained until the Goods have been checked. Disposal of packaging before inspection may affect our ability to process a claim.
8. Risk and Ownership
8.1 Risk in the Goods passes to the Buyer upon delivery to the Delivery Address, collection by the Buyer, or collection by the Buyer’s appointed carrier, whichever occurs first.
8.2 Ownership of the Goods shall not pass to the Buyer until we have received full cleared payment for the Goods and all associated charges.
8.3 Until ownership passes, the Buyer must store the Goods safely, keep them identifiable, and not dispose of, alter, install, or resell them unless agreed in writing.
8.4 Once Goods have been delivered, unpacked, moved, handled, stored, installed, fixed, drilled, altered, or otherwise worked on by the Buyer or any third party, the Buyer accepts responsibility for any damage arising from such handling or work.
9. Installation, Handling and Site Responsibility
9.1 Goods are supplied for installation by the Buyer or the Buyer’s appointed installer, contractor, fitter, furniture maker, or project team.
9.2 The Buyer is responsible for ensuring that all tabletops are handled, lifted, supported, installed, and fixed safely and correctly.
9.3 Porcelain tabletops can be heavy and fragile if handled incorrectly. Appropriate manual handling procedures, protective equipment, lifting equipment, and trained personnel should be used.
9.4 The Buyer is responsible for ensuring compatibility between the tabletop and any table base, support structure, fixing system, adhesive, frame, or other component not supplied or expressly approved by us.
9.5 We shall not be liable for damage, breakage, instability, cracking, chipping, movement, detachment, injury, or loss arising from incorrect installation, inadequate support, unsuitable bases, poor handling, improper fixing, site damage, or use of third-party components.
9.6 The Buyer must not install or use any Goods that appear damaged, defective, incorrect, or unsuitable. Installation or use may be treated as acceptance of the Goods.
10. Product Tolerances and Material Characteristics
10.1 All dimensions, weights, thicknesses, colours, shades, patterns, and finishes are subject to normal manufacturing and material tolerances.
10.2 Porcelain stoneware may vary in shade, tone, pattern, veining, movement, and surface appearance between batches, samples, product images, and delivered Goods.
10.3 Such variations are not defects and shall not give rise to cancellation, rejection, refund, replacement, or compensation.
10.4 The Buyer is responsible for checking batch suitability, visual consistency, and specification suitability before installation, distribution, or use in any project.
11. Warranty
11.1 We warrant that Goods supplied by us will be free from material defects in workmanship and materials at the time of delivery, subject to these Terms and any warranty information published by us.
11.2 Any warranty applies only to the original Buyer and is not transferable unless agreed in writing.
11.3 The warranty applies only where the Goods have been correctly handled, stored, installed, supported, fixed, used, cleaned, and maintained in accordance with our guidance and normal standards for commercial porcelain products.
11.4 The warranty does not cover:
- damage caused during unloading, handling, movement, storage, installation, fitting, fixing, or assembly by the Buyer or any third party;
- damage caused by unsuitable bases, poor support, incorrect fixings, incorrect adhesives, or incompatible installation methods;
- chips, cracks, scratches, impact damage, abrasion, staining, misuse, negligence, or accidental damage;
- damage caused during commercial fit-out, refurbishment, site works, or contractor activity;
- normal wear and tear in hospitality or commercial environments;
- shade, tone, veining, pattern, texture, finish, batch, or colour variation;
- damage caused by cleaning chemicals, abrasive products, incorrect maintenance, or failure to follow care guidance;
- Goods that have been altered, drilled, cut, repaired, modified, or moved after installation without our written approval;
- damage caused by fire, flood, extreme temperatures, vandalism, abuse, force majeure, or events outside our control.
11.5 To make a warranty claim, the Buyer must notify us in writing and provide all information reasonably requested, including clear photographs, delivery details, order details, batch labels where available, installation information, and evidence of the issue.
11.6 If we accept a valid warranty claim, our obligation shall be limited, at our option, to repair, replacement, or refund of the affected Goods or relevant part of the Goods.
11.7 We shall not be responsible for labour, installation, removal, refitting, contractor costs, project delays, loss of revenue, loss of profit, loss of business, or consequential losses connected with a warranty claim.
12. Returns, Cancellations and Amendments
12.1 Business Sale Orders cannot be cancelled, amended, returned, or rejected except as expressly set out in these Terms or agreed by us in writing.
12.2 Configured Goods, made-to-order Goods, special-order Goods, or Goods prepared to the Buyer’s selected options are final sale once processing, allocation, preparation, or production has begun.
12.3 We may, at our discretion, agree to accept the return of certain Stock Items, provided they are unused, undamaged, unopened, in original packaging, and suitable for resale. Any such return may be subject to restocking charges, collection charges, and inspection.
12.4 Goods that have been installed, handled, altered, unpacked, damaged, used, or removed from their original packaging may not be returned unless faulty and accepted by us as such.
12.5 Any request to amend an Order must be made in writing. We are not obliged to accept amendments and may charge additional costs where changes are possible.
13. Faults, Damage and Claims
13.1 The Buyer must inspect Goods immediately upon delivery and before installation, assembly, distribution, or use.
13.2 Any visible delivery damage, shortage, incorrect item, or apparent defect must be notified to us in writing within 48 hours of delivery.
13.3 Any claim must include clear photographs, order details, delivery documentation, packaging images, and any other information reasonably requested by us.
13.4 The Buyer must not install, alter, use, or dispose of any Goods that are subject to a claim without our written consent.
13.5 If Goods are installed or used after an apparent defect should reasonably have been identified, we may treat the Goods as accepted.
13.6 Where we accept that Goods are faulty or damaged and the issue is our responsibility, our sole obligation shall be, at our option, to repair, replace, or refund the affected Goods.
14. Business Buyer Responsibilities
14.1 The Buyer is responsible for ensuring that Goods are suitable for the intended commercial environment, design scheme, use, installation method, base system, and project requirements.
14.2 The Buyer is responsible for all site surveys, access checks, installation planning, risk assessments, contractor coordination, and compliance with applicable health and safety requirements.
14.3 The Buyer is responsible for ensuring that any Goods ordered for multiple locations, phased projects, or hospitality rollouts are checked for suitability before wider installation or distribution.
14.4 The Buyer acknowledges that we have not inspected the installation site unless expressly agreed in writing.
15. Limitation of Liability
15.1 Nothing in these Terms shall limit or exclude liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot lawfully be limited or excluded.
15.2 Subject to clause 15.1, our total liability to the Buyer arising out of or in connection with any Order, Agreement, Goods, delivery, warranty claim, or related matter shall not exceed the Price paid for the affected Goods giving rise to the claim.
15.3 Subject to clause 15.1, we shall not be liable for:
- loss of profit;
- loss of business;
- loss of revenue;
- loss of goodwill;
- loss of contract;
- project delay;
- site delay;
- contractor costs;
- installation costs;
- removal or refitting costs;
- loss arising from late delivery;
- indirect, special, or consequential loss.
15.4 We shall not be liable for any loss or damage arising from incorrect specification, unsuitable installation, third-party bases, inadequate support, incorrect handling, incorrect storage, or failure to follow our guidance.
15.5 The Buyer is responsible for checking Goods before installation. We shall not be liable for installation, removal, refitting, contractor, or project costs where Goods have been installed despite visible or reasonably discoverable issues.
16. Consumer Rights
16.1 These Terms are primarily intended for Business Sales. If you purchase as a consumer, you may have statutory rights under applicable consumer protection law.
16.2 Nothing in these Terms affects consumer rights that cannot legally be excluded or limited.
16.3 Where Goods are made to the consumer’s specification or clearly personalised, cancellation rights may not apply once production or preparation has begun, except where Goods are faulty, not as described, or where cancellation rights cannot legally be excluded.
17. Health and Safety
17.1 Porcelain tabletops can be heavy, fragile, and difficult to manoeuvre if handled incorrectly. The Buyer must ensure appropriate lifting, handling, unloading, storage, installation, and safety procedures are followed.
17.2 Suitable protective equipment, trained personnel, lifting aids, and safe systems of work should be used when handling Goods.
17.3 Once Goods have been delivered, the Buyer is responsible for their safe storage, handling, installation, and use, except where liability cannot legally be excluded.
18. Force Majeure
18.1 We shall not be liable for delay or failure to perform our obligations where such delay or failure results from events outside our reasonable control.
18.2 Such events may include supplier delays, material shortages, transport disruption, labour shortages, strikes, accidents, fire, flood, adverse weather, government restrictions, import/export issues, power failures, technical failures, or other events beyond our reasonable control.
19. Privacy and Data
19.1 We will process personal and business information in accordance with our Privacy Policy and applicable data protection laws.
19.2 Buyer contact details may be shared with delivery partners, payment providers, and service providers where necessary to process Orders, payments, deliveries, or related services.
20. Third Parties
20.1 This Agreement does not confer any rights on any third party under the Contracts (Rights of Third Parties) Act 1999 or otherwise.
21. Severance
21.1 If any provision of these Terms is found to be invalid, unlawful, or unenforceable, the remaining provisions shall continue in full force and effect.
22. Waiver
22.1 Failure by either party to enforce any right or remedy shall not constitute a waiver of that right or remedy.
23. Law and Jurisdiction
23.1 These Terms and any dispute or claim arising out of or in connection with them, their subject matter, or formation shall be governed by and construed in accordance with the laws of England and Wales.
23.2 The parties agree that the courts of England and Wales shall have exclusive jurisdiction.
24. Contact and Complaints
If you have any questions about these Terms, an Order, delivery, warranty, or a claim, please contact us at sales@tailormade.uk or on 020 3848 5212.