Terms and Conditions

Definitions:

“Agreement” means the agreement by which you agree to purchase and we agree to sell the Goods. “we” and “us” means DOGA INT  Limited (incorporated in England and Wales under COMPANY REG.: 8559212 / VAT: 163903311, Telephone Number: 01903 889888 and “you” means the customer.

“Business Sales” includes selling to a trade, profession or professional body.
“Consumer Sales” includes selling to any person who is purchasing for purposes outside of their normal business.
“Delivery Address” means the address at which we agree to deliver the Goods.
“Goods” means the goods which we agree to provide to you on these terms.
“Delivery Date” means the date on which we agree to deliver the Goods to the Delivery Address.
“Price of the Goods” means the price for the Goods shown as exclusive of VAT and delivery in the case of Business Sales and the prices shown as exclusive of VAT but exclusive of delivery in the case of Consumer Sales.
“Total Price” means the price for the Goods and any delivery cost inclusive of VAT.

Ordering

 Once you have placed an order with us and your payment has been authorised by your card provider, we will send you an email to confirm your order.

(a) It is important you check the products, quantities and prices at the time of order as we are only able to amend your order prior to dispatch.

(b)   Any amendments made to an order after dispatch will incur further delivery costs.

(c)   In the unlikely event where factors such as unexpected stock availability issues or logistical challenges are presented, we may need to contact you and offer an alternative service, product or cancel your order prior to dispatch.

•   The company does not accept any liability for all the issues aforementioned.

(d)    We always recommend that our customers order 5% to 10% extra tiles to cover wastage whilst installing.

•   This should avoid the risk of extra tiles purchased later not matching the original shade and calibre along with additional delivery charges.

(e)    Due to the artificial manufacturing process of tiles, a certain level of tolerance is established regarding the actual sizing of both ceramic and porcelain tiles. The acceptable range for tile tolerance, whether ‘non-rectified’ or ‘rectified,’ is within +/- 3mm. Although it is uncommon for tiles to deviate by such an extent, these variations are considered acceptable. It is recommended to use a grout line ranging from 3 to 5mm to accommodate any size discrepancies, especially for tiles larger than 400mm.

•   This implies that there could be an acceptable variation in the size of the tiles you receive compared to the nominal sizes mentioned on the website, and it does not indicate that the tiles are faulty or of inferior quality. 

(f)    We confirm receipt of all online orders by email however this does not commit us to accept the order.

(g)   We accept an online order when the products are despatched to you or you collect them. Until then we have the right to cancel for any reason and if we do so we will refund what you have paid.

(h) Products which are not standard and are therefore specifically ordered for you or fabricated for you must be paid for in full before the order/fabrication will be processed and cannot be cancelled after the order/fabrication process has started.

Applicable terms, conditions and representations:

• These terms are the express terms and conditions governing the Agreement.

(b) There cannot be a variation or change to anything in this Agreement unless it is agreed in writing and signed by both of us.

(c) It is your responsibility to check that all the details relating to your order are correct and to provide us with all relevant information relating to the environment in which the Goods are intended to be used and for their Delivery.

(d) It is important that you check your measurements carefully. An order should always include an additional 10% to allow for wastage to cover cutting, minor imperfections, as could be expected with the type of stone and finish ordered, and breakage. If you do not order enough, subsequent Goods (as they are a naturally occurring product) may not be exactly the same as the original Goods.

(e)  We can provide estimates of quantities of Goods but this will be based on general guidelines and the measurements which you have supplied. It is your responsibility to provide accurate measurements to ensure that the correct quantities of Goods are ordered. You should therefore seek professional advice as variations in surfaces and angles may affect the quantities required. We will not be responsible for any shortfalls or surpluses.

(f)  Where you are acting other than as a consumer, you confirm that you are not entering into this Agreement on the basis of, or relying on, any representation made to you by us that is not expressly incorporated into this Agreement in writing and signed by both of us.

(g) As we have not carried out a survey or inspection of the installation site of the Goods, we cannot give any warranty as to the suitability of the Goods for that, or any other given environment. If you are acting other than as a consumer, you cannot rely on any implied or express representation, advice or information given to you by us that is not incorporated into the Agreement and signed by both of us.

(h) We cannot be held responsible for circumstances beyond our reasonable control. This may include (without limitation) shortfalls at source, natural disasters and restraints or delays affecting suppliers or transportation to us. We will endeavour to notify you as soon as possible should these problems occur.

* In the case of Business Sales, you confirm that these are the only terms of the agreement between us and any provisions upon which you purport to purchase including those on any of your purchase order, or confirmation of order or similar documents or forms do not apply to this agreement between us.

Samples

At DOGA INT Limited we encourage our customers to always purchase a sample before placing an order.

•   This allows you to check the colours, patterns and finishes on any number of single tiles to ensure that you will be completely happy with your final selection.
•   The appearance of tiles in your own environment can be quite different to that of what you see in one of our stores or on our website.
• Please be advised that the Natural Stone tile samples may differ slightly from the actual stone that will be purchased. This is due to the natural characteristics and variation of natural stones.
• All descriptions, images (in both print and on the internet) and samples of our Goods are for the purpose of giving an approximate representation of the Goods only.
• You acknowledge that the Goods are natural and geological variations will occur in terms of colour, markings, texture, size and between consignments, which are beyond our control. We advise you to view as much of the Goods as possible before entering into this Agreement.
•  You should be aware that all of the Goods are porous to some degree and should be sealed. Some may easily be scratched and/or be subject to natural pitting/chipping.

(a) 10x10cm samples are free of charge. (DOGA may request postage costs based on sample amount)

(b)   Full sized samples are chargeable, and the sample price and size will vary depending on the product selected.

•   The cost price of the sample will only be deducted if an order is placed

Delivery

Most of our deliveries are made on pallets/crates and these will always be delivered “kerbside”.

(a) This means your tiles will be left secured to the pallet at the nearest external location of your property which has a flat hard surface leading from the delivery vehicle with a tail-lift. The pallet is manoeuvred using a hand pump truck that cannot operate on soft ground or loose gravel.

• Please be aware the delivery is made by a third-party delivery company and the driver will not be able to assist in unloading the pallet or helping to bring the goods inside your property.
• Some tiles or boxes weight more than 30kg each and we recommend ensuring you have arranged help on the day of delivery if you need it.
• We work closely with our third-party delivery company to provide the best possible delivery service for our customers at a reasonable cost, although please remember they are not fully under our control.
• You must make us aware of any access restrictions or difficulties for a large lorry and you must ensure a responsible person is at the Delivery Address at the time of Delivery to supervise the offload and sign for the Goods.

(b) We strongly recommend that you should order your tiles well in advance of your planned installation date

• We will not under any circumstance be held liable for financial losses resulting from late or incorrect deliveries.

• Failed deliveries will incur a redelivery charge per pallet determined by the logistics company.
• Care needs to be taken when unpacking the Goods as the spacers may need to be removed from the packaging before the Goods are lifted out. The Goods should always be stacked and stored vertically (on edge) but not on a hard surface as this may cause unnecessary edge chipping. We cannot be held responsible for damage which occurs after delivery or, if you decide to collect the Goods, after collection.
  Stone tiles may need to dry out before the installation process begins. You should ask your fitter to advise you if this is the case.
• We take care to ensure that all of our Goods leave us in perfect condition. If there is any obvious damage to the Goods, please make a note of the damage on the delivery note. If the Goods are deemed and proven to be damaged on delivery, by way of documentary evidence such as a photograph, we will bear the cost of re–delivery and replacement Goods.

 Returns & Cancellations

We offer a 30-day Money Back Guarantee on any unused products returned in original unopened packs and a 14-day Order Cancellation Service. You cannot cancel if the Goods are made specifically for you, or you have installed or laid them or used them.

(a) Customers are required to arrange and pay for transport and insurance of the goods, and all returns must be sent in the original unopened packaging to our warehouse.   

(b) Delivery costs (plus an extra service fee for AM / PM / Saturday deliveries only) and restocking fee will be deducted from the refund amount if the order is cancelled after it has left our warehouse.

(c) All refunds will be made via the original method of payment. Once our warehouse has confirmed that we have received the goods back in an acceptable condition, refunds will be processed within 4-5 working days. 

(d) Perishable goods such as Adhesives, Grouts and Silicons are non-refundable and we are unable to accept returns of any leftover bags or packages.

If you are NOT a registered customer, simply send us an e-mail at [email protected] providing your order number and uploading a picture of your products prepared for transport prior to the actual return. 

Damaged or Incorrect Tiles

All our outgoing deliveries are professionally packed and quality-controlled to ensure that you receive the correct goods in perfect condition.

(A)  However, tiles are fragile and occasionally some can be damaged in transit. 

Drivers are instructed 20 minutes to wait during the delivery, customers are responsible for making the first inspection of their deliveries within 20 minutes and reporting any visible damages to the driver and to us taking pictures at the time of delivery. 

(B)  Simply email us at [email protected] including images showing the damaged tiles. 

While the delivery driver is present, you must do a quick visual inspection of your order. Any noticeable damage to the pallet from the outside must be reported to the driver and noted on the delivery papers. 

(C)  Due to the fact that we are unable to make any damage in transit claims to the logistics firm after 48 hours, no responsibility for damaged tiles, shortages, or erroneous products can be accepted after 48 hours / two working days (Mon – Fri) from the receipt of goods.

•   Supporting evidence MUST be provided
•   In the unlikely event that you purchase goods from us that are found to be defective within the guarantee period, we shall (at our discretion) repair or replace the product(s).

(D) Our entire liability to you shall be limited to the price you paid for the goods and we shall not be held responsible for any consequential or other financial loss that you may seek to claim regarding the tiling or flooring job you are carrying out.

(E) Once the tiles have been used in any way, we are unable to exchange or compensate for any costs incurred. Your use of the tiles or flooring implies acceptance of them. Please inspect all of your tiles or flooring (in terms of quality, color, and condition) before you begin fixing to ensure they are as ordered. This should be completed prior to sealing, cutting, or fixing the tiles and or flooring.