Terms of service


Terms & Conditions

These Terms & Conditions govern your use of our website and any enquiries or purchases you make from Tile Prime. Your statutory rights are not affected.

1. The Company

Tile Prime (Prime Floor Group Ltd) is a UK-based company specialising in the supply of wall and floor tiles, flooring products, and accessories.

Registered Office: 52 Icknield Square, Birmingham, B16 0PP
 Company Registration (England): 16072633
 VAT Number: 494 3010 02
 Telephone: 0121 270 1856
 Email: info@tileprime.co.uk

2. Ordering

Our online order process allows you to review and correct any errors before submitting your order. Please take the time to carefully check your order at each step.

When you submit an order, you are making an offer to purchase products at the prices shown on our website.

  • When an order is placed, we request authorisation for the payment amount through our secure third-party payment provider.

  • By clicking “Pay Now”, you confirm that your payment details are valid and correct.

  • A legally binding contract is only formed when we send you an order dispatch confirmation email.

If we cannot supply a product (e.g. it’s unavailable, pricing error, or payment authorisation fails), we will notify you by email or phone and refund any payment made within 28 days.

If any issues arise with your order, please contact us via our Contact Us page.

3. Price & Payment

  • All prices are shown in pounds sterling (ÂŁ) and include VAT at the applicable UK rate.

  • Delivery charges will be clearly shown before checkout.

  • Prices may change from time to time but will not affect confirmed orders.

  • If a pricing error occurs:

    • If the correct price is lower, we’ll charge the lower amount

    • If the correct price is higher, we’ll contact you to confirm whether you want to continue or cancel.

Payment must be made in full before goods are dispatched. We reserve the right to withhold or cancel orders if full payment is not received.

4. Delivery

Please refer to our Delivery Information page for full details.

  • Deliveries are kerbside only (nearest accessible point).

  • Ensure access is clear of hazards to allow safe delivery.

  • Someone must be present to sign for the delivery. If no one is available, redelivery charges may apply.

  • Goods become your responsibility once delivered.

If access is restricted or delivery instructions are required, please let us know at the time of placing the order.

5. Product Information & Liability

  • We can assist with calculations and recommendations, but final responsibility for product suitability and quantities lies with the customer.

  • Due to the manufacturing process, tiles may vary slightly in shade, size, or finish. This is not considered a defect.

  • Always check your goods on delivery — we cannot accept claims once tiles have been fixed or installed.

  • Allow for shade and size variations when ordering — we recommend ordering slightly more to account for cuts or future matching.

  • Do not book fitters or installations until your full order has arrived and been checked.

  • Suggested complementary products shown on the website are for guidance only; suitability is the customer’s responsibility.

6. Order Cancellation & Returns

You have the right to cancel your order within 28 days of delivery without giving a reason.

To cancel:

  • Email info@tileprime.co.uk or write to us at our registered address.

  • Once cancellation is confirmed, return the goods to:
     Tile Prime, Biddle & Webb Building, Icknield Square, Birmingham, B16 0PP

Returns conditions:

  • Items must be in original, unopened boxes and in resalable condition.

  • Customers are responsible for transport and insurance.

  • Refunds are issued once the goods are received and inspected.

  • We cannot accept returns of tiles that have been installed.

Refunds will be processed within 28 days using the same payment method.

7. Faulty Goods

If goods are faulty or not as described, notify us as soon as possible after delivery.
 We will ask you to return the goods and refund any reasonable return costs, or arrange collection where appropriate.

This does not affect your statutory rights.

8. Damaged or Incorrect Items

If your order arrives damaged or incorrect, you must notify us within 48 hours.

  • Email info@tileprime.co.uk or call 0121 270 1856, 07960 325918

  • Provide clear photographic evidence of the damage or pallet before removing items.

  • Once reviewed, we will arrange replacement or refund as quickly as possible.

9. Customer Support

If you have any questions, concerns, or complaints about your order, please contact us:
 📧 info@tileprime.co.uk | 📞 0121 270 1856 , 07960 325918
 📍Biddle & Webb Building, Icknield Square, Birmingham, B16 0PP

10. Vouchers & Promotions

  • Valid only during promotional periods.

  • Not valid with other offers.

  • One use per household.

  • Excludes sale items.

  • Offers are subject to stock availability.

  • Tile Prime reserves the right to withdraw promotions at any time without notice.

11. Legal Rights

Nothing in these Terms & Conditions affects your legal rights regarding products that are faulty or not as described.

For more information, you can contact your local Citizens’ Advice Bureau or Trading Standards office.

âś… Last Updated: 9th October 2025

 © Tile Prime (Prime Floor Group Ltd) — All Rights Reserved.