Terms of Use






Due to the fact that many of our products are natural or handmade, colour and texture variations will occur, this however it is all part of the overall appearance of the product and is considered a characteristic not a flaw. Variation is to be expected with all natural products, if goods are returned for this reason then the conditions detailed below will apply. The customer should be aware of the grading and the particular characteristics of each product before completing the purchase. Items such as shading, colour variation, extent and/or colour of filler and knots or fossils are not reasons to reject or site select the material. The customer or their appointed fitter should be the person/s that check the goods before fitting. Once the goods are fixed OttoTiles cannot replace the goods. Fitting means acceptance, if you are not sure, then do not fix.



Please ensure that all measurements given are accurate, OttoTiles cannot accept returns due to miss measurement. All goods should be inspected upon delivery. As with usual practice within the industry please allow a minimum of 10%-20% for overall wastage during the fixing process. All damages should be recorded at the time of delivery on the delivery paperwork. No responsibility can be accepted if this is not done. When OttoTiles provides estimates created from plans sent by the customer, it is the responsibility of the customer or their installer to ensure the quantities shown are correct.



Payment for all goods must be received at the time of ordering. Account holders must make payment as arranged. Payments made by Debit Card will require term of clearance, before goods are dispatched. Credit cards are not accepted. Bank Transfers will provide immediate confirmation of order once funds are shown in our account.



As with all of the samples and displays in our showrooms, any individual samples and displays are for guide purposes only and should not be taken as an exact representation of a subsequent order.



All dimensions are approximate only. Coverage given for all sealants, adhesives and grouts are for guidance only and are based on average use and average coverage. OttoTiles cannot be held liable for any over ordering or under ordering as all of these products vary in use from product to product and variable factors in each individual circumstance. As per usual practice within the tile industry size variation of up to 5% is to be expected on all tile size measurements.


Returning of Goods

Returns are not accepted and will only be at the discretion of OttoTiles. We do not accept the return of any tiles due to over ordering. WE do not accept any returns because of the colours etc. Please ask a sample before you order. The return of any goods will be subject to a re-stocking charge of 25% of their value, or a minimum charge of £10.00 whichever is the greater.. Only goods that have not been used in any way can be accepted. Palletising returned goods are the responsibility of the customer. Transport costs for the returning of goods will be charged to the customer. Once the goods have been installed OttoTiles cannot be returned.


Special Order Items

Hand Made cement tiles, hand painted ceramic tiles, bespoke orders, Products marked “handmade” cannot be returned unless otherwise agreed in writing. These products are made to order and for your specific requirement.


Estimates & Quotations

OttoTiles reserves the right to withdraw any quotation or estimate at any time. No quotation or estimate issued by OttoTiles shall constitute an offer to supply goods and or services. All quantities shown on estimates and quotations must be checked by the customer prior to the placing of any order.


Cement Tiles- Terrazzo Tiles

 It is recommended all the cement and terrazzo tiles are being sealed after the installation. Fir the high traffic areas, please seal the floor tiles once a year.



Circumstances Beyond Our Control


If the supply of any of our products is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event.

OttoTiles will not be liable for any loss of profits or loss of business or any indirect or consequential loss caused by a shortfall in the quantity of, damage to, or defect in the goods delivered. OttoTiles will not accept any liability in respect of lost working time or the cost of third party contractors.





Procedures for Damaged Delivery

Please make sure that when delivery is made all products are checked and any breakages are stated clearly on the delivery note. This will ensure a speedy response from our customer services since all our deliveries are insured against breakages. In the event that you sign for the order that includes damaged products and do not clearly state the damage on the delivery note we reserve the right to refuse any replacements or refunds. Please note that we request a written confirmation of any breakages within 48 hours of the delivery.


  1.     Check your delivery fully. If any damages have occurred, state on your delivery note and sign it as “damaged”. If you have not signed the delivery note “damaged”, then we reserve the right to refuse any replacements.


  1.     Inform us at once that they are damaged. We may ask you to send us a written confirmation of breakages.


  1.     Take digital photos of the damaged items, this will help the claim from the insurance company so forward these images to us as soon as possible.


Delivery Company & Delivery Site

All deliveries are subcontracted to national pallet networks which involves central hubs, and independent local depots all over the country. OttoTiles cannot guarantee delivery on a specified date and cannot be held responsible for late delivery or any subsequent delay or loss due to late delivery.

Therefore, it is important that we are informed, at the time of your order, of any restrictions that may cause any problems for the delivery lorry that is usually large. Thus, please try to ensure that any cars or other obstacles that may be present are removed before delivery.

You may be charged for redelivery if you have not told us of any possible restrictions. The other restrictions you must let us know about are: parking restrictions & congestion charges, narrow lanes & roads, slopes, height restrictions & weak bridges.

We strongly advise that you do not book your tradesmen to install your product on the actual delivery date. OttoTiles cannot be held responsible for late delivery and any costs that may occur due to tradesmen being on site.


Kerbside Delivery/Drop-off Point

The delivery driver cannot help with moving the products inside the delivery site. Your delivery is Kerbside and the load will be dropped at the nearest convenient point to the site, which could be the roadside. Order above 15 square meters needs to be upload by forklifts. Costumers MUST be sure they have the right forklifts on the site. If they do not have one, OttoTiles is not responsible for the forklift cause. Any delay occurs because of the forklift, Customer will be responsible for the warehouse charges.

Anything you can do to help ensure the order can be dropped closer to your place would be appreciated.

You (or somebody else on your behalf) must be there to receive the delivery, otherwise your delivery will not be off-loaded and you will be charged extra for redelivery.

Please make sure that when delivery has been made all products are checked and the delivery note is signed.

We will not accept any discrepancies if the delivery note is signed UNCHECKED. If you have asked someone else to receive the delivery on your behalf, they must be thoroughly informed of these conditions.



Pallets & Crates


Normally, your order will arrive on pallets or in crates. These pallets and crates are part of your order. It is not the responsibility of OttoTiles to remove these from site unless otherwise agreed.


By placing an order with OttoTiles you are deemed to have read and agreed to the above terms and conditions.


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