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Terms And Conditions


The Company

We are New Image Tile Studio Ltd, a company registered in England and Wales under number 4725092. We are a retailer of tiles, kitchens and bathrooms which also sells associated products and we sell and deliver such products to customers within the UK. Our registered business address is New Image Tile Studio Ltd, 18 High West Street, Dorchester, Dorset, DT1 1UW and our trading address is New Image Tiles, Kitchens & Bathrooms, 8 Kent Close, Granby Industrial Estate, Weymouth, Dorset, DT4 9TF based in England. Our VAT registration number is 813 1778 35. Telephone number: 01305 781709. Email:

This site has been produced for our United Kingdom customers and we do not sell to customers located overseas via this website.


The contents of this site including product prices, delivery charges and product details are subject to change at any time without notice. We may also revise or update these terms and conditions at any time without notice. Use of this site and purchases of products offered for sale on this site are subject to the terms and conditions posted on the site at the time of your visit.

Cookie Policy

This site needs to use cookies in order to provide a good user experience and enable the user to use our on-site search functionality amongst other things. By using this website, you agree to our use of cookies.


After selecting your products from the range available, you will proceed to the checkout area. You will be passed to a secure online payment authorisation service that will process your card details and obtain payment from your card provider.

We will send you written confirmation of your order by Email but this email will not constitute acceptance of your order, we accept your order at the time we dispatch the ordered products to you and it is at that moment that a contract for sale is made between you and us. All our contracts are concluded in English although contracts for sale will neither be filed by us nor accessible to you.

Your order will be based upon our product prices and delivery charges in force at the time you submit your order. If the prices or charges are different from those published this will be brought to your attention before we accept your order and will give you the option to cancel your order before we accept it

Please note acceptance of any order is at our discretion.

Ordering Samples

At New Image Tiles we know how important it is to be able to view tiles before they commit to placing an order, that is why we want to make it as simple as possible for you to order sample tiles.

We offer the ability to order up to 5 FREE cut samples in a minimum of 10x10cm size on selected ranges. To order simply select ‘Request a Sample’ on the product page, and complete the form. Alternatively you can call us on 01305 781709 or email and one of the team will be happy to help you through the process. Cut samples will be carefully wrapped and despatched to you via parcel courier or Royal Mail within 2 working days. Please take care when handling cut tiles as they may have sharp edges.

Sample tiles should be used as representation only. Variations in shade and calibration should be expected.

Some ranges are heavily patterned or have strong markings and we would recommend you purchase several tiles before committing to ordering, in these cases please order your samples by emailing


We accept the following cards on our website:

We will take payment from your card at the time you submit your order.


The prices payable for the items we offer for sale are clearly displayed on this site in pounds sterling and are inclusive of any excise duties and VAT payable unless otherwise stated. Prices do not include the costs of delivery; details of which are set out below.


You must make all arrangements necessary to take delivery of products when we deliver them in accordance with the stated delivery times for the delivery charge you have paid. If you do not accept delivery of the products or we are unable to deliver or are delayed in delivering products because of your actions or omissions then we may charge you and you will be liable to pay us for all costs we incur. Once our transport company has collected your goods from our warehouse if you wish to cancel your order, you would be liable for transportation return charges.

Please be aware that tiles can be large, heavy and are fragile, therefore it is usually necessary for our orders to be shipped to you on a pallet, please ensure you have the means to be able to receive pallet deliveries before placing your order with us.

Delivery Charges

Delivery is calculated based on value of items in your cart and the delivery location. For exact costings please add products to the cart, select calculate shipping and enter the delivery postcode.

Some orders will qualify for free shipping:

Some of our products are ordered specially for you so these items take longer – the timings depend on the supplier.

For full details on our delivery terms, please see our ‘Delivery Charge Price List’

Fulfillment Process

Once the payment card has been security checked, the order will be forwarded to the relevant delivery company. The delivery company may telephone the customer to arrange a convenient time for delivery for a Standard 2-3 Day Delivery.

Late Delivery

New Image Tile Studio Ltd will not under any circumstances entertain any financial demands from the customer for late or incorrect delivery. We always recommend that you never book a tiler or other workman until the goods have been delivered and inspected.

Refunds & Returns

The following information is intended as a guideline. We will use our discretion with individual circumstances.

Please note the method of refund must be the same as the method of payment.


You Have Fourteen Calendar Days After Receiving Your Goods to Cancel Your Order Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“CCR”). Sales made prior to 13/03/14 are covered by the Distance Selling Regulations 2000.

You can cancel any on-line or telephone order (excluding special order, custom made or bespoke goods) and receive a refund (including standard delivery charges) by emailing or you can call us on 01305 781709 within fourteen days of receiving your goods. You do not have to give a reason for your cancellation but a brief explanation will help us to improve the service we offer to customers in the future. Please note if you do cancel your order you must return the goods to us at your own expense.

If you cancel an order you are responsible for returning the goods to us at your own cost, we will not refund those charges. Standard delivery charges (The cheapest method of delivery available for selection by the customer) will be refunded. Any surcharges for express or upgraded delivery options selected by the customer will not be refunded.

Any refund will be made to the payment method originally used to make the purchase as soon as possible and not later than 30 days after:

Goods must be returned to us within 30 days of the date we receive notice of your intent to cancel.

If you cancel your order you can return the goods to our Weymouth store for a full refund including standard delivery charges. Simply let us know of your intention to cancel using one of the methods above in order for us to make the appropriate arrangements. Once the tiles are taken to the store, a member of the store team will inform us to confirm the goods have been brought back so we can process the refund back to your card. The goods must be returned to us unopened and in good merchandisable condition. Details of our address can be found on your invoice. You will not be reimbursed for the cost of returning the goods.

If you cannot or will not return the cancelled goods, we can arrange for the collection of the goods on your behalf. You will then receive a full refund excluding the collection charge. Collection charges are approximately £45.00 per pallet (<45m² of tiles per pallet) from most mainland areas of England and Wales. Costs are higher for areas such as Scotland. Exact costs can be obtained from our customer service team on 01305 781709 option 1.

Any gifts or products comprising an offer (e.g. Buy one get one free) must also be returned.

After 14 Calendar days what you may view as a cancellation becomes a ’Return’, please refer to the returns section below.

Once our transport company has collected your goods from our warehouse if you wish to cancel your order, you would be liable for transportation return charges.

We may make a deduction from any refund on account of any loss in value of the goods due to any damage to the goods or packaging resulting from unnecessary handling.

This cancellation policy does not affect your legal rights.

Re-saleable Goods Refunds & Returns

The below applies to goods outside of the fourteen working day cancellation policy outlined above.

If you have completed your tiling or flooring job and wish to return any re-saleable goods we will provide you with a refund. If you have purchased a tile which is sold only in box quantities then it must be returned in full unopened boxes. If you have purchased per tile then you may return individual tiles. Simply return the items within 30 days of receipt of goods in their original condition. Adhesive, grout or any other fixing product which has been opened and tools which have been used are non refundable. New Image Tile Studio Ltd reserve the right not to refund if the goods are deemed as not being in a re-saleable condition. Any delivery charge will not be refunded.

Please note that some of our products are classed as ’special order’, this means the products are custom made or specifically ordered for individual customers, as such any return of these items will incur a restocking charge of 20% of the price paid for the goods if returned within the 30 days (but after the 30 calendar day cancellation policy). These goods may also incur an additional carriage charge to send back to our supplier. Some special order items which have been imported from outside of the UK cannot be returned.

Refunds will only be processed once the goods have arrived with us and we have inspected their condition and deemed them to be in suitable condition for resale. Any delivery charge from the original order will not be refunded.

Please note once a refund is processed it may take up to 14 days for the funds to appear back on your card, this is dependent on the card provider and is not under the influence of New Image Tile Studio Ltd. Acceptance of these terms and conditions at the point of purchase represents acceptance of the refund period of up to 30 days.

Any gifts or products comprising an offer (e.g. 3 for 2) must also be returned.

Damaged/Incorrect Goods, Refunds & Returns

All goods must be checked by the customer upon receipt – this is imperative. No responsibility for damaged product, shortages or incorrect products can be accepted after 48 hours / two working days (Mon – Fri) of receipt of goods.

Where you purchase goods from us that are defective we shall (at our option) repair or replace such goods or refund the price of such goods provided that (a) you give us notice within 48 hours of the date of your acceptance of the goods and (b) provided that damage to the goods has not been caused by you. Our entire liability to you shall be limited to the price you paid for the goods and we shall not be responsible for any consequential, or other financial loss, that you may seek to claim for regarding the tiling or flooring job you are carrying out. All damaged goods will be replaced on standard delivery at our cost.

Any gifts or products comprising an offer (e.g. 3 for 2) must also be returned

If you find any damages on receipt of goods, you must forward a clear photo of the damages to before we send out replacements.

Tile Batches

Ceramic & porcelain tiles are man-made using sophisticated machinery and blends of natural products to create the finished article. One batch of raw material used to produce one batch of tiles may differ slightly to the next batch produced. Sometimes, even different machinery can be used to produce the same tiles in a completely different factory, and while the overall appearance of the tiles will be the same, they might not match up exactly to each other when put side by side.

On the side of every box are a set of numbers that identify which batch each box came from. When we pick orders, our warehouse staff will check the batch numbers on the side of the boxes match each other.

With the best will in the world there is always the small possibility that boxes from different batches are mixed up and dispatched together.

It is standard practice for an installer to check that what they have received is correct before they start an installation. One of these checks is to ensure all the batch numbers on the side of the boxes are identical. There are specific guidelines for this in the code of practice BS.8000 PT.11 “workmanship on building sites”.

In the unlikely event that tiles are supplied from two different batches please contact us immediately and we will correct/remedy the situation as soon as possible.

Unfortunately, whatever the circumstances, once the tiles are on the walls or floor even if we have inadvertently supplied them incorrectly, we will be unable to change/replace them and will not be liable for any costs as a result of this. Once the tiles have been fixed to a substrate this means that you have accepted the tiles in their present state so no refunds or replacements will be offered.

Ultimate responsibility for checking they are correct and all from the same batch lies with the installer before they start the installation.

Please ensure that when you order tiles you allow at least 10% extra for cuts, breaks and damages, or 15-20% extra for large format tiles and end of line ranges. Tiles ordered at a later date may not be available from the same batch as your original order.

Description of Goods

All images, descriptive matter, specifications and advertising on our website are for the sole purpose of giving an approximate description of the goods. All specifications given to the customer are approximate and intended as a guide only. We always endeavor to ensure all product descriptions are correct, but advise customers to seek technical advice from qualified sources prior to ordering products and any work to be carried out.

Ownership of Rights

All rights, including copyright, in this website are owned by or licensed to us. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use is prohibited without our permission. You may not modify, distribute or re-post something on this website for any purpose.

Technical Help

If you need further assistance with any of our products, please view our Contact Us page

Data Protection

New Image Tile Studio Ltd is committed to protecting your privacy and fulfilling its obligations under UK Data Protection Laws.

New Image Tile Studio Ltd will use your personal information in order to inform you of its offers, news and new catalogues and for profiling your purchasing preferences and other marketing purposes. We may disclose your information to our service providers and agents for these purposes. We may keep your information for a reasonable period to contact you about our services in the future.

We may contact you by mail or email to let you know about any goods, services or promotions which may be of interest to you. If you would like to unsubscribe from this then please email

New Image Tile Studio Ltd will not share your information with any other company for marketing purposes.