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Terms & Conditions
Terms & Conditions
The terms that govern the purchase of products from Tile Topia. Please read these carefully before placing an order.
Wonder Wall Tiles Ltd T/A Tile Topia | Last Updated: March 2026 | Company No. 13511649 | VAT No. GB403131657
These Terms & Conditions govern the purchase of products from us. Use of our website is also subject to our Terms of Use. We also recommend reading our Privacy Policy.
1. Definitions
In these Terms and Conditions, the following terms have the meanings set out below:
2. Acceptance of Terms
By placing an Order, you confirm that you are at least 18 years of age (or have parental consent), you have the legal capacity to enter into these Terms, you accept these Terms in their entirety, and you will comply with all applicable UK laws and regulations.
We reserve the right to modify these Terms at any time. Changes are effective immediately upon posting. Your continued use of the Website following any changes constitutes acceptance of the updated Terms.
3. Product Information and Disclaimers
3.1 Product Descriptions and Images
We strive to provide accurate descriptions and images. However, we do not warrant that descriptions, photographs, pricing, or other content is accurate, complete, or error-free. Images may not be to scale and may not reflect exact colours due to variations in lighting and monitor calibration.
3.2 Natural Tile Variations
Natural stone and tile products may exhibit natural variations in colour, shade, pattern, texture, and size within industry standards. These variations are characteristic of natural materials and are not defects, and do not constitute grounds for rejection or return except where products are clearly faulty.
3.3 Product Availability
All Products are offered subject to availability. We reserve the right to limit quantities and refuse Orders. If a Product is out of stock, we will notify you and offer alternatives or a full refund.
3.4 Product Names
The product names shown on our Website are our catalogue names used for identification and marketing purposes. The name, code, shade reference, calibre reference, factory description, batch marking, or other wording printed on product boxes, labels, or packaging may differ from the name used on our Website. This does not, by itself, mean the wrong product has been supplied, provided the goods supplied correspond in material, size, finish, colour family, design, and general specification to the Product ordered.
3.5 Product Samples
Sample tiles are provided for general colour, style, texture, and finish reference only. Samples are usually cut from a full tile and from one production batch only, and may not show the full design, pattern movement, face variation, or overall appearance of the complete Product. As tiles are manufactured in batches, there may be differences in shade, tone, pattern, surface detail, and overall appearance between the sample supplied and the final order delivered. Such variation is a normal characteristic of tile production and does not of itself indicate that the goods are faulty, misdescribed, or incorrectly supplied. We recommend checking all delivered goods before fixing or installation.
4. Pricing and Payment
4.1 Pricing
All prices are in GBP (£) and inclusive of VAT unless otherwise stated. Prices are subject to change without notice, but we will always confirm the final price before you complete your Order.
4.2 Payment Methods
We accept: Credit cards (Visa, Mastercard, Maestro), Debit cards, PayPal, and Bank Transfer.
4.3 Payment Processing
Payment must be received and cleared before dispatch unless we explicitly offer credit terms. By providing payment information, you authorise us to charge the full Order amount to your specified payment method.
4.4 Failed Payments
If your payment is declined or fails, we will not process your Order. Repeated failures may result in automatic Order cancellation.
4.5 Price Adjustments
If a Product is listed at an incorrect price due to a website error, we reserve the right to refuse the Order or correct the price and seek your approval before proceeding.
5. Ordering Process
5.1 Placing Your Order
Select Products and add them to your basket, proceed to checkout, enter your delivery and billing information, review your Order carefully, and confirm with payment.
5.2 Order Confirmation and Acceptance
When you submit your Order, you will receive an order confirmation email confirming receipt. This does not constitute acceptance. Your Order is accepted — and a binding Contract formed — when we send an order dispatch confirmation email confirming payment has been processed and Products are being prepared for shipment.
5.3 Right to Refuse Orders
We reserve the right to refuse any Order without providing detailed reasons, including where we suspect fraudulent activity, you have breached these Terms, payment fails, Products are unavailable, or the Order violates our policies.
5.4 Order Accuracy
You are responsible for ensuring all information provided when placing your Order is accurate and complete. We will not be responsible for delivery failures or delays caused by incorrect information provided by you.
5.5 Cancelling Your Order
If you wish to cancel your Order before dispatch, contact us immediately in writing at sales@tiletopia.co.uk. Verbal cancellation requests are not binding and will not be actioned until confirmed in writing. Cancellation requests received after dispatch should be handled as returns (see Section 8).
6. Delivery Policy
6.1 Quick Reference Summary
6.2 Delivery Area
Tile Topia delivers nationwide across mainland UK. Delivery to Scotland, Northern Ireland, and some offshore or remote postcodes may be available but will incur additional charges. Please contact us before placing an Order to confirm availability and costs. Tile Topia reserves the right to decline delivery to postcodes it is unable to service.
6.3 Delivery Options
Economy Delivery (3–5 Business Days). Standard pallet delivery to kerbside. Orders placed by 11:00am Monday to Friday receive same-day dispatch. No timed delivery slots are available.
Next Day Delivery (1–2 Business Days). Available to most mainland UK addresses. Orders placed by 11:00am Monday to Friday. Additional charge as shown at checkout. Not available on UK public holidays. A specific delivery time within the window cannot be guaranteed.
Saturday Delivery. Available 8:00am–12:00pm. Additional charge of £80 per pallet on top of the standard delivery rate. Not available in all areas — contact us before ordering to confirm. Tile Topia accepts no liability for failure to deliver on Saturday where availability has not been confirmed in advance.
6.4 Delivery Vehicles and Kerbside Drop-Off
Standard Vehicle (18-tonne HGV). Most Orders are delivered by 18-tonne HGV with a tail lift. Products will be placed at kerbside — the nearest accessible point to the delivery vehicle at or adjacent to the Customer's delivery address, which may include the public highway, pavement, or the boundary of the Customer's property as determined by the driver. Drivers cannot carry Products inside the Customer's property or unpack pallets for insurance and health and safety reasons.
The Customer is responsible for ensuring the proposed kerbside location is suitable, safe, and accessible; does not obstruct the public highway, pavement, or access to neighbouring properties; that the surface can support the weight of a loaded pallet; and that the location will not create a hazard once the driver departs. If the Customer considers kerbside delivery may create a hazard, they must notify Tile Topia before placing the Order.
Smaller Vehicle Upgrade (7.5-tonne) — +£30 per pallet. Where the Customer's road or property cannot accommodate an 18-tonne vehicle, the Customer must notify Tile Topia when ordering. If the Customer fails to do so and delivery cannot be completed, a redelivery charge will apply.
Light Orders (Under 20kg). Dispatched via parcel courier. Standard delivery timeframes apply. Tile Topia does not guarantee delivery on a specific date.
6.5 Customer Responsibilities at Delivery
Attendance. The Customer must ensure a responsible adult (aged 18 or over) is present to receive, sign for, and take charge of the Products. If no authorised person is present, the driver may leave Products at kerbside without a signature, or return Products to depot (redelivery charge applies). Where Products are left at kerbside without a signature, risk passes to the Customer at the moment the driver departs.
Nominated Recipients. Where the Customer will not be present, they may nominate a Nominated Recipient by emailing their full name and contact number to sales@tiletopia.co.uk before dispatch. The Customer accepts full responsibility for ensuring the Nominated Recipient is present and for any action or omission by them. Where Products are left at kerbside in the absence of any authorised person, the Customer is solely responsible for any hazard, obstruction, injury, or loss arising, and shall indemnify Tile Topia and its approved haulier accordingly.
Contact Number. The Customer must provide a valid mobile or telephone number when placing an Order. Tile Topia accepts no liability for failed or delayed delivery attributable to the Customer's failure to do so.
Address Changes. A £20 administration fee applies plus any difference in delivery cost. All address change requests must be made in writing to sales@tiletopia.co.uk before dispatch. Tile Topia cannot redirect deliveries that have already been dispatched.
6.6 Delivery Charges
All delivery charges are the responsibility of the Customer. Delivery charges are non-refundable in all circumstances, including where Products arrive damaged.
6.7 Estimated Delivery Dates — No Guarantee of Delivery Date
All delivery dates and timeframes communicated by Tile Topia — whether displayed at checkout, stated in an order confirmation, provided by email, or communicated verbally — are Estimated Times of Arrival (ETAs) only. They do not constitute a contractual commitment or guarantee that delivery will occur on or by any particular date.
Tile Topia will use reasonable endeavours to meet estimated delivery timeframes but expressly excludes all liability for any delay, postponement, or rescheduling of delivery to a different date, whether caused by carrier capacity constraints, road or traffic conditions, adverse weather, access difficulties at the delivery address, force majeure events, or any other circumstances within or beyond Tile Topia's reasonable control.
Tile Topia shall not be liable, under any circumstances, for any loss, damage, cost, or expense of any nature — whether direct, indirect, or consequential — arising from a delivery that is late, delayed, or postponed to a different day, including but not limited to: tradesperson or contractor fees, labour costs, standby charges, project delays, site downtime, loss of profit, or any other third-party costs incurred in reliance on an estimated delivery date.
Do Not Book Tradespeople Based on an Estimated Delivery Date
Tile Topia accepts no liability whatsoever for contractor, installation, or any other third-party costs arising from delivery delays or postponement. Do not commit to tradesperson bookings, site start dates, or project schedules on the basis of an estimated delivery date. Only proceed with bookings once your Products have been physically delivered and fully inspected.
6.8 Inspecting Your Delivery
Step 1 — Check the pallet before signing. Inspect the pallet, shrink wrap, and boxes for visible damage before signing the POD. If damage is visible, sign as "Damaged". If full inspection is not possible, sign as "Unchecked". Signing as clear where goods are visibly damaged will adversely affect your ability to bring a damage claim.
Step 2 — Inspect all Products before commencing work. Unpack and check every Product before booking tradespeople or commencing installation. Do not install Products until you are satisfied with their condition, quantity, and quality.
Step 3 — Report any damage within 48 hours. All damage claims must be submitted to sales@tiletopia.co.uk within 48 hours of the Delivery Date. Claims submitted outside this period will not be accepted.
Transit Damage Tolerance. Tile Topia's pricing incorporates an accepted industry transit damage tolerance of up to 5% of the total quantity supplied across the entire Order. This tolerance is calculated on the total order quantity as a whole and is not assessed on a per-pallet basis. Any response to damage within this 5% total-order threshold is at Tile Topia's sole discretion; no automatic right to replacement or credit arises within this threshold. Tile Topia strongly recommends ordering a minimum of 10–20% above the calculated requirement.
6.9 Damage Reporting Requirements
All Transit Damage Claims Must Be Submitted Strictly Within 48 Hours of the Delivery Date
Email: sales@tiletopia.co.uk. Claims submitted outside this time limit will not be accepted.
To be valid, each claim must include: (a) clear photographic evidence of every damaged Product individually, and all damaged Products together in a single image; (b) an exact count of all damaged pieces and/or boxes, itemised by quantity; and (c) the Order number and Delivery Date. One claim per Order only. The Customer must retain all damaged Products and original packaging until the claim is resolved.
Where transit damage exceeds 5% and the Customer has strictly complied with the reporting procedure, Tile Topia will assess the claim and, where valid, consider: first, a credit note or partial refund on the Product value of pieces above the 5% threshold; second, at Tile Topia's sole discretion and subject to stock availability, replacement Products where damage exceeds 20% of the total Order. Delivery charges are non-refundable in all circumstances.
Retention of Damaged Products Pending Claim Resolution
Once photographic evidence of transit damage has been submitted, the Customer must retain all damaged Products and original packaging on-site and in their delivered condition. Damaged Products must not be disposed of, moved off-site, or discarded until Tile Topia confirms in writing that the claim has been fully resolved. Retention is required as the haulier or our insurers may need to inspect the damaged goods in person. Claim resolution may take between 4 and 12 weeks depending on the haulier and insurer involved.
Costs Associated with Retained Damaged Products
Where damaged Products are retained on-site pending claim investigation or resolution, Tile Topia accepts no liability for any costs, expenses, or inconvenience associated with the storage, handling, movement, or access to those Products at the Customer's premises. This includes, but is not limited to, any costs of clearing space, moving pallets, or making the Products accessible for inspection by the haulier or insurer. This clause applies to Products that have not been installed and does not affect any statutory rights that may apply where Products have been confirmed as defective after installation.
Customer Responsibility for Safe Storage
During the period in which damaged Products are retained on-site in accordance with these Terms, the Customer, as occupier of the premises, is solely responsible for ensuring those Products are stored safely and securely so as not to cause a risk of injury to any person on the premises. Tile Topia has no control over the storage conditions at the Customer's premises and accepts no liability for any injury, accident, or property damage arising from the manner in which Products are stored or handled at the Customer's site during the claims period. The Customer is strongly advised to take appropriate precautions, including warning others of the presence of the goods and ensuring they are stored in a stable, secure, and accessible location.
Inspection of Replacement Deliveries — Visible Damage
Where Tile Topia dispatches replacement Products, the Customer must open and inspect all replacement boxes for visible damage while the delivery driver is still present and report any such damage at that time by signing the Proof of Delivery as "Damaged" or "Unchecked" as appropriate. Where visible damage to replacement Products is not noted on the Proof of Delivery at the point of delivery, no further claim will be accepted in respect of that visible transit damage. Once the driver has departed and the replacement delivery has not been noted as damaged on the Proof of Delivery, no further claim will be accepted in respect of that replacement order.
For the avoidance of doubt, this clause applies to visible transit damage only and does not affect the Customer's statutory rights in respect of Products that are found to be genuinely faulty, defective, or not as described upon reasonable inspection after delivery.
6.10 Post-Installation — No Claims Accepted
Important — Read Before Installing
Do not install Products until you are fully satisfied with their condition, quality, quantity, and suitability. Contact sales@tiletopia.co.uk before installation if you have any concerns. Once installation has commenced, all claims are extinguished.
6.11 Risk and Ownership
Risk passes to the Customer when the courier delivers to the delivery address, or at the moment the driver departs where Products are left at kerbside without a signature. Ownership passes upon payment being cleared, regardless of when delivery occurs.
6.12 What Happens If Products Don't Arrive
If Products are not delivered within 2 days of the estimated delivery date, contact us immediately. Missing or incomplete items must be reported in writing to sales@tiletopia.co.uk within 48 hours of the Delivery Date. Where a shortfall is confirmed, Tile Topia will dispatch outstanding Products or process a partial refund.
7. Returns, Exchanges & Breakages Policy
7.1 Quick Reference Summary
7.2 Cancellation Before Dispatch
Notify us immediately in writing at sales@tiletopia.co.uk or call 0147 3355 833. Where cancellation is confirmed before dispatch, we will issue a full refund with no collection charge. Verbal cancellation requests are not binding until confirmed in writing. Once dispatched, cancellation is not possible under this clause — see clause 8.3.
7.3 Change of Mind Returns
You may return unused Products within 14 calendar days of the Delivery Date subject to the conditions below. This is separate from and without prejudice to your statutory rights under the Consumer Rights Act 2015.
- Products must be unused, unopened, and in their original packaging.
- Returns must be in complete, full, unbroken pallets only. Split pallets, partial pallets, or opened individual boxes cannot be returned unless agreed in writing in advance.
- A £150 per pallet return collection and handling charge will be deducted from any refund due. This is non-negotiable and applies regardless of whether original delivery was free of charge.
- Products must be in fully resalable condition as determined by Tile Topia upon inspection. Tile Topia's assessment of resalability shall be final.
To initiate a return, email sales@tiletopia.co.uk quoting your Order number and requesting a Return Authorisation. No return will be accepted without a Return Authorisation issued by Tile Topia.
Non-Returnable Items
Adhesives, grouts, sealants, primers, and all fixing or finishing products — non-returnable in all circumstances for hygiene and safety reasons.
Clearance, end-of-line, and specially discounted Products are sold as-seen and are not eligible for return, exchange, refund, or damage claims on the basis of appearance, shade variation, or cosmetic condition. This does not affect statutory rights in respect of Products that are genuinely faulty or materially misdescribed.
7.4 Incorrect Products
Report incorrect supply by emailing sales@tiletopia.co.uk with clear photographs and your Order number within 30 calendar days of the Delivery Date. We will respond within 2 Business Days. Our liability is limited to replacement or refund of the price paid — we are not liable for contractor costs, installation costs, or project delays.
7.5 Breakage and Transit Damage
Products are fragile goods delivered by pallet over long distances. Tile Topia's pricing incorporates an accepted industry transit damage tolerance of up to 5% of the total quantity supplied across the entire Order. This tolerance is calculated on the total order quantity as a whole and is expressly not calculated on a per-pallet basis. By placing an Order, the Customer acknowledges and agrees that damage within this 5% total-order threshold does not, of itself, render the Products unsatisfactory or automatically entitle the Customer to a replacement or credit, and that any response within this threshold is at Tile Topia's sole discretion. Nothing in this clause affects statutory rights under the Consumer Rights Act 2015.
Tile Topia strongly recommends ordering a minimum of 10–20% above the calculated requirement to account for cuts, wastage, and transit tolerance.
Where transit damage exceeds 5% of the total quantity supplied and the Customer has strictly complied with the 48-hour reporting procedure, Tile Topia will assess the claim and, where valid, consider: first, a credit note or partial refund on the Product value of pieces above the 5% threshold; second, at Tile Topia's sole discretion and subject to stock availability, replacement Products where damage exceeds 20% of the total Order. The determination of the appropriate remedy rests exclusively with Tile Topia.
7.6 Missing or Incomplete Orders
Report missing items in writing within 48 hours of the Delivery Date to sales@tiletopia.co.uk with your Order number and full details. Claims notified outside this period will not be accepted. Where a shortfall is confirmed, Tile Topia will either dispatch the outstanding Products or process a partial refund.
7.7 Post-Installation — No Claims Accepted
Important — Read Before Installing
Do not install Products until you are fully satisfied with their condition, quality, quantity, and suitability. Once installation has commenced, all claims under this Section are extinguished. No claims for breakage, shading variation, natural variation, or batch differences will be considered after installation has begun.
7.8 Refunds
Once returned Products have been received and inspected, Tile Topia will process any refund due within 5 Business Days. Allow a further 3–5 Business Days for funds to appear in your account. All refunds are issued to the original payment method.
No Refund Will Be Issued Where:
- Products are returned outside the applicable returns window
- Products fail the resalability inspection
- Products have been installed, used, cut, sealed, or modified
- The Customer has not obtained a Return Authorisation prior to returning Products
8. Limitation of Liability
Statutory Carve-Outs — We Are Still Responsible For:
Nothing in these Terms limits or excludes our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) breach of your statutory rights under the Consumer Rights Act 2015; or (d) any liability that cannot be excluded or limited by applicable law.
Our total liability to you for any claim arising out of or relating to these Terms or any Products purchased shall not exceed the total amount you paid for the Products in the Order giving rise to the claim.
To the fullest extent permitted by applicable law, Tile Topia shall not be liable for any indirect, incidental, special, or consequential loss or damage, including: loss of profit or business; project delays or site downtime; tradesperson, contractor, or installer costs; removal, reinstallation, or labour costs; or third-party contractor charges. The Customer is expressly warned not to engage tradespeople or contractors until all Products have been received and fully inspected.
9. Indemnification
You agree to indemnify, defend, and hold harmless Tile Topia, its officers, directors, employees, and agents from any claims, damages, losses, liabilities, costs, and expenses (including legal fees) arising from your breach of these Terms or your violation of any applicable laws.
Without limiting the foregoing, you specifically agree to indemnify Tile Topia and its approved haulier against any claim brought by any third party arising from: (a) Products left at kerbside following an unattended delivery; (b) your failure to ensure a responsible adult was available to receive the delivery; or (c) your failure to promptly secure Products from the kerbside.
10. Your Consumer Rights Under UK Law
Nothing in these Terms limits or excludes your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015. Key rights include: the right to reject faulty goods within 30 days; the right to repair or replacement; the right to a refund where repair or replacement is not possible; and the right to withdraw within 14 days from the day after delivery under the Consumer Contracts Regulations 2013.
For more information visit Citizens Advice at www.citizensadvice.org.uk or National Trading Standards at www.tradingstandards.uk.
11. Data Protection and Privacy
Your personal information is collected and processed in accordance with our Privacy Policy and applicable data protection laws including GDPR and the Data Protection Act 2018. We use your information to process Orders, arrange delivery, provide customer support, and send marketing communications (with your consent). We do not sell your personal data.
12. Dispute Resolution and Governing Law
12.1 Governing Law and Jurisdiction
These Terms and any dispute arising from them shall be governed by and construed in accordance with the laws of England and Wales. You irrevocably submit to the exclusive jurisdiction of the courts of England and Wales.
12.2 Resolving Disputes
Before initiating legal proceedings, please contact us at sales@tiletopia.co.uk. If informal resolution is unsuccessful, you may lodge a formal complaint in writing. We will respond within 14 business days.
12.3 Alternative Dispute Resolution
You may also refer unresolved disputes to Retail ADR (www.retailadr.org.uk, telephone: 0203 540 8063), Trading Standards, or Citizens Advice Consumer Service. For small claims, you may pursue your claim through the small claims track of your local County Court.
13. Force Majeure
If a force majeure event (including acts of God, war, terrorism, strikes, epidemics, pandemics, or government action) prevents us from fulfilling our obligations, our performance shall be suspended during that event. We will not be liable for any failure or delay resulting from such an event. If the event continues for an extended period, either party may terminate the affected Order and we will refund any payments made for unperformed obligations.
14. General
14.1 Severability
If any provision of these Terms is found to be invalid or unenforceable, it will be modified to the minimum extent necessary to make it valid, or severed. The remaining provisions shall continue in full force and effect.
14.2 Entire Agreement
These Terms, together with our Privacy Policy, Terms of Use, and any other policies referenced herein, constitute the entire agreement between you and Tile Topia regarding the purchase of Products. These Terms supersede all prior agreements, understandings, and negotiations.
14.3 Changes to These Terms
We may update these Terms at any time by posting the updated version on our Website. Your continued use of our Website and placement of Orders after changes are posted constitutes your acceptance of the updated Terms.
15. Contact Us
WhatsApp
Email
Hours
Mon–Fri, 9:00am–5:00pm
Address
45 Ryedale Way, Tingley, Wakefield, WF3 1AP
Complaints / Privacy
Email with "COMPLAINT" or "PRIVACY REQUEST" in subject — we respond within 14 business days
VAT Number
GB403131657
Company Reg.
13511649
16. Business Information and Compliance
Tile Topia is committed to treating complaints fairly and promptly. If you are not satisfied with our response to a complaint, you may refer the matter to Retail ADR (www.retailadr.org.uk, telephone: 0203 540 8063).
These Terms & Conditions (Wonder Wall Tiles Ltd, Company No. 13511649, VAT No. GB403131657) govern the purchase of products from tiletopia.co.uk. Use of our website is also governed by our Terms of Use. This document is governed by the laws of England and Wales. Nothing in these Terms affects the Customer's statutory rights under the Consumer Rights Act 2015 or any other applicable legislation.
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