This Returns Policy explains how we handle returns, cancellations, refunds, delivery damage and faulty Goods for trade and commercial orders. It should be read together with our full Terms & Conditions. If there is any inconsistency between this page and our Terms & Conditions, the Terms & Conditions shall take precedence.
1. Trade Orders – Final Sale
Our porcelain tabletops are supplied for trade, hospitality, commercial, interior design, fit-out and business use. Many products are stocked, configured, selected or prepared according to the Buyer’s chosen size, format, profile, finish, colour or quantity.
Once an order has been accepted, processed, allocated, configured or prepared for dispatch, it is considered final sale and cannot be cancelled, altered or returned except where the Goods are faulty, damaged in transit, not as described, or where we are otherwise required to do so by law.
Business customers do not have a general right to return Goods due to change of mind, over-ordering, project changes, client preference, design changes or incorrect specification.
2. Before Ordering
The Buyer is responsible for ensuring that all Goods ordered are suitable for the intended commercial environment, table base, support structure, fixing method, installation process and project specification.
Before placing an order, please check all relevant details carefully, including:
- tabletop size and shape;
- porcelain colour, pattern and finish;
- edge profile or detailing;
- quantity required;
- base compatibility and fixing method;
- delivery access and unloading requirements.
We strongly recommend ordering samples before placing larger hospitality or commercial project orders. Samples, images and online visuals are provided as a guide only and may not exactly match final delivered Goods due to normal batch, shade, pattern and screen-display variation.
3. What Cannot Be Returned
- Configured, selected, prepared or made-to-order porcelain tabletops, except where faulty or not as described.
- Goods ordered incorrectly by the Buyer.
- Goods no longer required due to project changes, design changes or client preference.
- Goods that have been unpacked, installed, fixed, assembled, drilled, altered, moved, used or modified.
- Goods damaged during unloading, handling, storage, installation, fitting or assembly by the Buyer or any third party.
- Goods damaged due to unsuitable bases, incorrect fixings, poor support or improper installation.
- Goods returned without prior written authorisation from Tailormade + Ltd.
4. Faulty or Incorrect Goods
If you believe the Goods supplied are faulty, incorrect or not as described, you must contact us in writing as soon as possible at sales@tailormade.uk.
Please provide:
- your order number or invoice number;
- the name and business details used when ordering;
- a clear description of the issue;
- clear photographs of the Goods, packaging and any relevant labels;
- details of whether the Goods have been unpacked, moved, installed or used.
We may request additional information, photographs, packaging images, delivery notes, batch references or a completed claims form before assessing the claim.
5. Delivery Damage
All porcelain tabletops are professionally packaged for commercial pallet transport. The Buyer or their representative must inspect all Goods and packaging carefully at the time of delivery.
Any visible damage, shortage or discrepancy must be clearly noted on the delivery paperwork before signing and reported to us in writing within 48 hours of delivery.
- Photograph the packaging before unpacking where damage is visible.
- Photograph the Goods, labels and any damaged areas clearly.
- Retain all packaging until the claim has been reviewed.
- Do not install, alter, fix or use damaged Goods.
If Goods are signed for as received in good condition without noting visible damage, we may be unable to process a transit-related claim.
6. Inspection Before Installation
The Buyer must inspect all Goods before installation, assembly, fixing or distribution to site. Goods should not be installed if they appear damaged, incorrect, unsuitable or defective.
Installation, fixing, alteration or use of the Goods may be treated as acceptance that the Goods were received in satisfactory condition and were suitable for use.
We are not responsible for installation, removal, refitting, contractor, project delay or site costs where Goods have been installed despite visible or reasonably discoverable issues.
7. Material Variation
Porcelain stoneware may vary in tone, shade, pattern, veining, movement, finish and surface appearance. Samples, website images and product photography are provided as a guide only.
Normal batch variation, shade variation, pattern distribution, veining differences, colour differences caused by lighting or screen settings, and natural-looking porcelain characteristics are not considered faults and do not qualify for return, refund or replacement.
8. Return Process
Goods must not be returned without our prior written authorisation. If we agree that a return is required, we will provide return instructions in writing.
The Buyer must ensure that returned Goods are:
- safely and securely packaged for transport;
- protected against movement, impact and edge damage;
- made available at the agreed collection time where collection is arranged;
- returned with all relevant packaging, labels and documentation where requested.
If Goods are returned damaged due to inadequate packaging or handling by the Buyer or their appointed carrier, we reserve the right to reject the return or deduct the cost of damage from any refund agreed.
9. Resolution of Valid Claims
Where we accept that Goods are faulty, damaged in transit, incorrect or not as described, we will, at our option:
- repair the affected Goods where practical;
- replace the affected Goods;
- provide a refund or partial refund for the affected Goods.
We do not normally offer financial compensation, goodwill discounts or project-related compensation in place of repair, replacement or refund unless required by law.
10. Collection and Return Costs
Where Goods are faulty, damaged in transit or not as described, and we accept that the issue is our responsibility, we will cover reasonable return or collection costs where a return is required.
Where we agree to accept a return for any other reason, the Buyer will be responsible for all return, collection, pallet, packaging, transport and restocking costs.
11. Inspection and Resolution Times
All claims will be reviewed once we have received the required supporting information. Where Goods are returned, inspection may take place at our premises, by our appointed representative, or through photographic and documentary evidence.
We aim to review validated claims promptly, usually within 14 working days of receiving all required information or, where applicable, receiving the returned Goods.
12. Delivery, Handling and Installation Responsibility
Our standard delivery service is palletised commercial delivery only. It does not include white glove delivery, room placement, assembly, installation, fixing, fitting, unpacking or packaging removal.
Delivery teams are responsible for transport and unloading only. They are not involved in table assembly, tabletop fixing, installation, positioning or on-site fitting in any way.
The Buyer is responsible for safe unloading, handling, storage, installation and assembly after delivery. Damage caused after delivery by unloading, lifting, handling, storage, installation, unsuitable bases, poor support or third-party contractors will not be treated as a fault in the Goods.
13. Proof of Purchase
For all return, warranty or claim enquiries, the Buyer must provide proof of purchase, including the order number, invoice number or account details used when placing the order.
We cannot process claims, returns or warranty enquiries without sufficient proof of purchase.
14. Consumer Rights
This Returns Policy is primarily intended for trade and business customers. If you purchase as a consumer, you may have statutory rights under applicable consumer protection laws.
Nothing in this Returns Policy affects any rights that cannot legally be excluded or limited.
For full details of our terms, warranty and delivery policies, please visit our Terms & Conditions.