Terms and Conditions

Last updated: 31 August 2026

These Terms and Conditions apply to orders placed through the SATS TILES website. They are based on our retail Terms & Conditions of Sale and have been adapted for online consumer sales. Nothing in these terms limits or excludes any rights you have under UK consumer law.

1. About SATS TILES

SATS TILES is a trading name of Sats Group Ltd (Company No. 12847607). Our showroom and contact address is Unit 3, Tomo Industrial Estate, Packet Boat Lane, Uxbridge, UB8 2JP. You can contact us at sales@satstiles.co.uk, on 01753 316106, or by mobile/WhatsApp on 07955 501595.

2. Your statutory rights

If you are buying as a consumer, your statutory rights are not affected by these terms. This includes rights relating to goods that are faulty, not as described or not fit for purpose, and your statutory cancellation rights for qualifying distance-sales purchases.

3. Orders and contract formation

When you place an order online, you are making an offer to buy the goods shown in your basket. An order acknowledgement confirms that we have received your order; it does not necessarily mean that we have accepted it. A contract is formed when we expressly accept the order or dispatch the goods.

We may decline or cancel an order before dispatch where, for example, goods are unavailable, there is an obvious pricing or description error, payment cannot be authorised, delivery cannot reasonably be made to the address supplied, or we reasonably suspect fraud or misuse. If we cancel an order after taking payment, we will refund the amount due.

4. Prices, VAT and payment

Prices displayed to consumers on satstiles.co.uk include VAT unless clearly stated otherwise. Delivery charges are shown separately and are added where applicable. Full payment must be received and cleared before goods are released or dispatched.

We take reasonable care to ensure website prices are accurate. If an obvious pricing error is identified before dispatch, we may contact you to confirm the correct price or cancel the affected item and refund you.

5. Tiles are sold in full boxes

Tiles are supplied and sold in full boxes only. Product pages show box coverage and tiles per box where this information is available. Any area or quantity calculator on the website is an estimating aid only. You or your installer remain responsible for checking measurements and ordering enough material, including a suitable wastage allowance.

Additional orders placed later may come from a different production batch and may not be an exact shade or calibre match.

6. Delivery

Our standard tile and accessory delivery estimate is normally 3–4 business days, unless another timeframe is stated or agreed. Delivery dates and times are estimates and are not guaranteed unless expressly agreed in writing.

Standard delivery is £49.99 on orders up to and including £799 and free on orders over £799. This applies to indoor tiles, outdoor tiles and accessories. Additional charges may apply to remote areas or special delivery arrangements. Please see our Shipping and Delivery page for current details.

7. Kerbside delivery and access

Tile deliveries are kerbside deliveries unless otherwise agreed in writing. The driver will deliver to the nearest safe and accessible point at the delivery address. Drivers are not required or insured to take goods inside a property, unpack pallets or move individual boxes.

You are responsible for providing safe and suitable access for the delivery vehicle and for arranging sufficient help to move goods from the kerbside. Failed or aborted deliveries caused by access problems, nobody being available to receive the goods, or incorrect delivery information may result in redelivery, collection, storage or handling charges.

8. Inspection, damage, breakages and shortages

Please inspect the delivery as soon as reasonably possible and, where damage or shortages are visible at delivery, note them on the delivery paperwork before signing where possible.

Please report any damage, breakage, defect, incorrect item or shortage to us in writing within 48 hours of delivery, with clear photographs and your order details. Reporting promptly allows us to investigate the carrier and resolve the issue quickly. This 48-hour reporting request does not remove any statutory rights you may have, including rights relating to faults that were not reasonably discoverable within that period.

9. Product appearance, shade and batch variation

Tiles are manufactured products and slight variations in colour, shade, texture, pattern, dimensions, calibre and finish can occur between production batches and between website imagery and the goods received. Screen settings and photography can also affect colour appearance.

Before installation, you and your installer must check the product name, size, quantity, shade, calibre, batch number, finish and overall suitability. Open and compare boxes from the order before fixing to ensure an acceptable blend.

10. Installation responsibility

Do not install tiles where there is an obvious defect, incorrect product, unacceptable shade difference or other visible problem. Once tiles have been cut, fixed, installed or laid, our ability to accept a discretionary return is significantly restricted.

You and your installer are responsible for checking measurements, substrate, installation method, adhesives, grout, movement joints and product suitability before installation. We are not responsible for fitting or labour costs arising from an installation error. Nothing in this clause excludes rights relating to a latent defect or other statutory consumer rights that cannot lawfully be excluded.

11. Cancelling an online consumer order

If you are a consumer who has bought qualifying goods online, by phone or by another distance-sales method, you normally have the right to cancel without giving a reason by notifying us within 14 days of receiving the goods.

After telling us that you wish to cancel, you normally have a further 14 days to return the goods. To cancel, email sales@satstiles.co.uk with your name, order number, delivery address and a clear statement that you wish to cancel. You may also use the cancellation form shown on our Returns and Refunds page.

Unless the goods are faulty, damaged, incorrect or we have agreed otherwise, you are responsible for the direct cost and safe arrangement of returning the goods. Because tiles are heavy and often palletised, return transport can be significant. Please contact us before arranging a return so we can provide the correct warehouse and handling information.

For a valid statutory cancellation, we will refund the price due and the cost of our standard outbound delivery service where required by law. If you selected a more expensive delivery service, we are not required to refund the additional amount above our standard service. We may make a lawful deduction for any reduction in value caused by handling beyond what would reasonably be permitted when examining goods in a shop.

12. SATS discretionary returns up to 28 days

In addition to your statutory rights, SATS may approve a discretionary return up to 28 days from delivery for surplus or unwanted standard stock. This additional SATS policy is separate from the statutory distance-selling cancellation period above.

For a discretionary return to be considered:

• tiles must be unused, uncut, uninstalled and in unopened, undamaged, resaleable full boxes;
• proof of purchase is required;
• the product must be suitable for return to stock;
• the maximum quantity/value eligible under this discretionary policy is normally limited to 10% of the original order value, unless we agree otherwise in writing; and
• the return must be approved by SATS before goods are sent back.

Approved discretionary returns may be subject to a restocking charge of between 20% and 50%, depending on product type, supplier terms and the costs of returning the goods to saleable stock. These restocking charges and the 10% discretionary-return limit do not apply where doing so would restrict a statutory cancellation, faulty-goods remedy or other legal right.

13. Items excluded from the SATS discretionary returns policy

Unless we agree otherwise, the following are not accepted under our additional discretionary returns policy:

• opened or part boxes of tiles;
• tiles or products that have been cut, fixed, installed, used or damaged after delivery;
• clearance, discontinued or sale items;
• opened adhesives, grout, silicones, sealants, trims and other consumable or shelf-life-sensitive products where they cannot reasonably be resold;
• bespoke, made-to-measure, personalised or made-to-order products; and
• standard special-order products sourced specifically for an order, once the statutory cancellation period (where applicable) has ended.

This list does not remove statutory rights. In particular, sale or clearance goods still carry statutory rights if faulty, and a standard product is not automatically excluded from statutory distance-selling rights merely because we ordered it specially for you. Goods made to your specification or clearly personalised may be excluded from the statutory change-of-mind cancellation right where the law permits.

14. Faulty, incorrect or misdescribed goods

Goods must be of satisfactory quality, fit for purpose where applicable and as described. If goods are faulty, incorrect or misdescribed, your rights are governed by UK consumer law, including the Consumer Rights Act 2015. Where the legal conditions are met, consumers can have a short-term right to reject faulty goods within 30 days and may have rights to repair, replacement, price reduction or refund after that period.

No restocking fee applies to a return where it would unlawfully reduce a remedy for faulty, incorrect or misdescribed goods.

15. Return transport and collection charges

For discretionary change-of-mind returns and statutory cancellations where the law permits the return cost to be borne by the customer, you are responsible for arranging and paying for safe return transport. Goods remain your responsibility until received by us.

If you ask SATS to arrange collection, collection, pallet, carrier and handling charges may apply. We will tell you the applicable charge before arranging collection.

16. Refunds

Refunds are made to the original payment method unless another lawful arrangement is agreed. Statutory cancellation refunds will be processed within the time required by law. Discretionary refunds are processed after returned goods have been received, inspected and accepted, less any agreed collection or restocking charges.

17. Special orders, bespoke products and order changes

Please check all order details carefully before confirming a special-order or bespoke item. Orders cancelled or changed after confirmation may incur administration, supplier, transport or cancellation costs where the law permits, particularly for bespoke or made-to-order goods.

For consumers, nothing in this clause removes a statutory cancellation right that applies to a standard product. Bespoke, personalised or made-to-specification goods may fall within a legal exception to the change-of-mind cancellation right.

18. Collection and storage

Where goods are held for collection or delivery at your request, they must be collected or accepted within the agreed timeframe. If goods remain with us beyond an agreed collection or delivery period, reasonable storage and handling charges may apply where these have been agreed or where permitted by law.

19. Retention of title and risk

Goods remain the property of Sats Group Ltd until payment has been made in full. For consumer deliveries, responsibility for accidental loss or damage passes to you when you, or a person identified by you to take possession, receives the goods, except where the law provides otherwise.

20. Delivery delays and events outside our control

We will make reasonable efforts to meet stated delivery estimates. We are not responsible for delay or failure caused by events outside our reasonable control, such as severe weather, transport disruption, strikes, supplier or manufacturing disruption, customs delays, fire, flood, accidents or government restrictions. Your statutory rights in relation to delayed delivery remain unaffected.

21. Liability

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory consumer rights.

If you are buying as a consumer, we are responsible for losses that are a foreseeable result of our breach of contract or failure to use reasonable care and skill. We are not responsible for business losses suffered by a consumer, or losses caused by installation error, failure to follow manufacturer instructions, or use of a product for an unsuitable purpose where the product itself is not faulty.

22. Trade and business customers

The statutory distance-selling cancellation rights described for consumers do not generally apply where you are buying wholly or mainly for business, trade or professional purposes. Trade and business orders may be subject to separate written terms or the commercial provisions of our SATS retail Terms & Conditions of Sale.

23. Privacy

We process personal information in accordance with our Privacy Policy and applicable data-protection law.

24. Governing law

These terms are governed by the laws of England and Wales. If you are a consumer resident elsewhere in the UK, you retain any mandatory protections available to you and any rights you have to bring proceedings in a court with jurisdiction under applicable law.

25. Contact and complaints

If you have a problem with an order, contact us as soon as possible at sales@satstiles.co.uk, call 01753 316106, or WhatsApp/call 07955 501595. We will try to resolve complaints fairly and promptly.