Terms of service

Terms & Conditions

PRODUCT –

All products are hand made with inherit variation from product to product. These standard characteristics enhance the beauty and wear-ability of the product. Understanding how colors are achieved and wear over time is critical to appreciating the beauty and performance of the products. All customers are responsible for sealing (only for unglazed tile) and protecting zellige, ceramic tile and basins ordered from Terra Bella Interiors to ensure that the tiles are maintained correctly. Terra Bella Interiors is always here to advise on how and where to successfully install the tiles and basins but makes no guarantees.

ORDERING AND LEAD TIMES –

In stock tile orders ship within 2 business days of order receipt. Custom basins, ceramic tiles, handmade cushions and zellige tiles lead times vary depending on the design and schedule needs of clients. All lead times provided are estimated arrival times to our warehouse near London and can vary depending on customs inspections and port congestion. Once orders arrive to our warehouse, additional transit days (typically 4-7 days) are necessary to ship pallet wrapped orders to our customers via LTL trucking carriers. We will make every effort to meet or reduce lead times where possible, but there are no guarantees due to the custom nature of the manufacturing process and inherent challenges with international logistics.

For zellige tiles, all customers are solely responsible for providing measurements and quantities needed for each order. In addition, all customers are strongly advised to order 15% - 20% more tile than necessary to ensure that enough product is on-hand to successfully complete installation. Please consult your tile installer to ensure that your take-off quantity and overage calculations are correct.

PAYMENTS AND REFUNDS –

All orders require 100% payment at time of order placement. Payments are processed online or wire service. Invoices are provided and copies are sent via email. Shipping costs are charged with each order. Any changes to orders, shipping dates, and/or shipping methods will result in change order costs that will be determined at the time of the change request.

ALL SALES ARE FINAL AND REFUND

*All sales are final once payment is received.

*Made to order tile or basin cannot be canceled or exchanged and an order for tile that is marked “in transit” is considered final after 1 day as inventory is allocated to each customer at that time.

WHAT IS YOUR FULL REFUND GUARANTEE?

If you are unhappy with your purchase for any reason, please contact us quoting your invoice or order number no later than 14 days from the date you receive your purchase. We will refund, replace, or credit the cost against a future purchase. This does not cover Bespoke or Custom items.

HOW DO I RETURN MY PURCHASE?

If you are not completely happy with your purchase, you are welcome to return it to us. The cost of returning your purchase to us is the responsibility of the customer, and the item must be sent in its original packaging. If you are in the UK, please contact us and we will arrange a collection courier service to return the item to our warehouse. Providing it arrives back safely, and in the exact condition it was sent, we’ll give you a full refund, minus the cost of the courier return. We comply with the distance selling act regulations. A full refund, less postage will then be made within 14 days via the original method of payment and an email will be sent to confirm that the refund has been given.

MY ITEM IS FAULTY, HOW DO I RETURN IT?

If you consider the item you have received as faulty, please get in touch with us via phone or email with your order number. We will then advise. We take great care with our product photography to make sure that we are providing you with photographs that represent the products we sell. However, due to the handmade nature of our pieces, and inconsistencies in how different computer screens reproduce colours, we cannot guarantee that the product you receive will look exactly the same as you have seen on your computer screen.

SHIPPING – ( FOR BASIN AND TILES)

Delivery Information and Checks

• ●  Your tile/basin order will arrive on a palletised kerbside delivery with a third-party delivery company. Due to insurance policies the driver will not be able to assist you with carrying your order into your home; for this reason, we do advise you have someone with you to help accept this order

• ●  Our deliveries are carried out on a large lorry, please inform us if such vehicles would struggle to access outside of your property (i.e. narrow roads, low bridges, no parking). Once we know, we can enquire about making appropriate arrangements. Re-delivery carries an additional charge if they are unable to gain access or leave the items.

• ●  Please note that the delivery time frame is between 9am and 5pm on the day of delivery and routes are created on the morning of delivery. Someone will need to be present to accept the delivery.

• ●  Please be aware that whilst we will do everything we can to get your order to you on time, we do not recommend booking tradespersons until you are in receipt of your goods.

• ●  The tiles are heavy and most will arrive in boxes each weighing approximately 18-20 kg and basin is approximately 5-6 kg. Please make appropriate arrangements if you require assistance moving the items to your desired location on the delivery date.

• ●  The Pallet will be left with you, and you will be required to dispose of this yourselves.

• ●  Please thoroughly check your order upon receipt to ensure correct quantity received/correct product received/no damages have occurred. Any discrepancies must be reported to info@terrabellainteriors.co.uk within 48 hours of delivery.

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● If you are not ready to accept delivery, we can hold your order free of charge for a maximum of 4 weeks. Thereafter a storage charge of £5 + vat per week/per pallet will be incurred.

FOR RUGS AND CUSHIONS

In stock items
Delivery to a UK Mainland address is 4-5 working days.

Out of stock items
If a product is marked as out of stock that means we are currently producing more fabric. Please contact us if you want to be notified when it will be available again. If the order is required more urgently, please email info@terrabellainteriors.co.uk

General

* We may subcontract any part or parts of the Goods that we provide to you from time to time and we may assign or novate any part or parts of our rights under these Terms and Conditions without your consent or any requirement to notify you.

* We may alter or vary the Terms and Conditions at any time without notice to you.

*The Terms and Conditions together with the Privacy Policy, any order form and payment instructions constitute the entire agreement between you and us. No other terms whether expressed or implied shall form part of this Agreement. In the event of any conflict between these Terms and Conditions and any other term or provision on the Website, these Terms and Conditions shall prevail.

* If any term or condition of our Agreement shall be deemed invalid, illegal or unenforceable, the parties hereby agree that such term or condition shall be deemed

to be deleted and the remainder of the Agreement shall continue in force without such term or condition.

* These Terms and Conditions and our Agreement shall be governed by and construed in accordance with the laws of England and Wales. The parties hereto submit to the exclusive jurisdiction of the courts of England and Wales.

* No delay or failure on our part to enforce our rights or remedies under the Agreement shall constitute a waiver on our part of such rights or remedies unless such waiver is confirmed in writing.

* Our returns policy complies with The Distance Selling Regulations.

* It is not intended that the undertakings and obligations of the parties set out in this Agreement shall be for the benefit of and capable of being enforced by any other person by virtue of the Contracts (Rights of Third Parties) Act 1999.

Portrayal of Products

Terra Bella Interiors takes great care with its product photography to make sure that we are providing you with pictures that accurately and fairly represent the products we make and sell. While every effort has been made to portray items accurately, slight variations may occur. All measurements quoted are approximate and the reproduction of colours is as accurate as photographic and publishing processes will allow. Please note there may be variations in colours dependant on the calibration and settings of individual computer screens.