1. GENERAL TERMS
When you place an order with us, you agree to these Terms and Conditions. Please read them before you make a purchase.
1.1. Scope
· These Terms and Conditions apply to all orders placed through our online shop. They apply to both consumers and business customers.
· A consumer is a private individual purchasing for personal use. An entrepreneur is a person or business purchasing as part of commercial or professional activity.
· These Terms and Conditions also apply to future orders placed by business customers. We do not need to refer to them again for each order.
· If a business customer uses their own terms and conditions, these do not apply. They will only apply if we have confirmed this in writing.
2. CONTRACT LANGUAGE
· The language available for concluding the contract is German.
3. CONTRACTUAL PARTNER, CONCLUSION OF CONTRACT
· The purchase contract is concluded with Fayrouz Group LTD.
· The presentation of products in our online shop does not constitute a legally binding offer.
· It represents a non-binding online catalogue.
· You may place products in the shopping cart without obligation.
· You can review and correct your details at any time before submitting your order, using the tools provided during the ordering process.
· By clicking the order button, you submit a binding order for the goods contained in the shopping cart.
· Confirmation that we have received your order will be sent by email immediately after the order is submitted.
· The point at which the contract is concluded depends on the payment method selected.
· We accept the order either by sending a separate order confirmation email or by dispatching the goods within two days.
4. PAYMENT
· Full payment is required when you place your order.
· Orders will not be processed or dispatched until payment has cleared.
4.1. Payment Methods
4.1.1. Credit Card
· When you place your order, you submit your credit card details to us.
· After verification that you are the authorised cardholder, we will request your credit card provider to process the payment.
· By initiating the payment transaction, your offer is accepted.
4.1.2. PayPal / PayPal Express
· During the ordering process, you will be redirected to the PayPal website.
· There, you can enter your payment details and confirm the payment instruction to PayPal.
· After the order is placed in our online shop, we request PayPal to process the payment transaction.
· By doing so, your offer is accepted.
All available payment methods are shown at checkout.
5. TRADE ACCOUNT DISCOUNTS & OTHER DISCOUNT CODES
Trade accounts and discount codes are provided at our discretion. We may change or cancel them at any time without notice.
5.1. How to Use Discount Codes
· Trade discounts and promotional codes are applied at checkout.
· They may be applied automatically or entered manually using a provided code.
5.2. Exclusions
· Trade discounts and other discount codes cannot be used during sale or clearance events.
· They cannot be used on items that are already discounted or on promotion.
· Some products may be excluded from discounts.
5.3. Newsletter Sign-Up & Marketing Discount Codes
· Newsletter sign-up and marketing discount codes cannot be used with any other discount or sale code.
· They are not available to customers who have already subscribed using the same email address.
· They may not apply to items that are already on sale or promotion.
6. PRODUCT IMAGES & SAMPLES
We recommend ordering a sample before placing a full order. This helps you check the colour, texture, and finish of the tile.
We are not responsible if the tiles look different from what you expected based on website images.
6.1. Website Imagery
· Images on our website are for guidance only and are used for marketing purposes.
· In-situ images are staged photographs or computer-generated images. They are intended to show how the tiles may look in a space.
· Single tile images are photographed by our team and show the tile as accurately as possible. Lighting conditions may differ from your home and can affect how the tile looks.
6.2. Tile Effects & Natural Variations
· Tiles described as “encaustic effect”, “colour variant”, or “handmade finish” will vary in colour, pattern, and texture.
· A sample shows one tile only. Tiles in a full order may show additional variation, as described on the product page.
· Patterned tiles with an encaustic effect are designed to copy traditional encaustic tiles. Small variations and slight pattern misalignment are intentional.
· If you would like to see images of several tiles to better understand variation, please contact our Customer Service Team using the Contact Us page.
7. DESIGN ADVICE & TILE SELECTION
Our Customer Service Team is happy to help with questions about our tiles. They know our products well but are not trained interior designers. They cannot provide specialist design advice.
7.1. Tile Selection & Colour Matching
· Our design team can offer guidance on tile selection and colour matching. The final decision is always the customer’s responsibility.
· CGI images and visualisations on our website show an approximate appearance only. They may not be to scale and should not be treated as exact representations.
· We are not responsible if the final installed result does not meet expectations.
7.2. Grout Colour Advice
· Grout colour choice is the customer’s responsibility. We do not give specific grout recommendations.
· As a general guideline, darker grout is often more suitable for floors, especially in high-traffic areas. It can help reduce the appearance of dirt and wear over time.
· Customers should consider how grout colour may affect the final look before making a decision.
7.3. In-Depth Design Assistance
· We offer a Mood Board Request Service for customers who would like more detailed design guidance. This service provides visual inspiration and tile suggestions.
· To use this service, a Mood Board Request Form must be completed.
· Our design team can assist with colour matching and tile selection. The final purchasing decision remains the customer’s responsibility.
· We strongly recommend ordering tile samples for any products shown in a mood board before placing a full order. Colours and finishes may look different in photographs or digital images.
· Visualisations and CGI images are for guidance only. They may not be to scale or reflect the exact conditions of your space.
· We are not responsible if the final installed result does not meet personal expectations.
· Mood boards and visualisations are provided for inspiration only.
7.4. Tile Estimation Service
· Our estimation team can provide tile quantity estimates based on information supplied by the customer. This service is a guide only and is not a professional survey or guarantee.
· Estimations are based on experience but remain approximate. Factors such as layout, tile size, pattern direction, cuts, obstacles, and wastage can affect final quantities.
· It is the customer’s responsibility to confirm all measurements, quantities, and layout details before ordering.
· We strongly recommend ordering at least 10% extra tiles to allow for cuts, waste, and breakages.
· We are not responsible for shortages or excess tiles. The final quantity ordered is the customer’s responsibility.
8. SUITABILITY OF TILES FOR SPECIFIC USES
· Tiles described as suitable for outdoor use, anti-slip areas, bathrooms, or wet rooms are classified based on information provided by the manufacturer. The suitability of any tile should always be assessed by a qualified professional.
· Before purchasing or installing tiles, several factors should be considered. These include whether the surface is suitable, whether the tile finish is fit for purpose, whether the area will be wet, and whether the surface has the correct slope.
· Our use of terms such as “suitable for outdoor use”, “anti-slip”, “bathroom”, or “wet room” refers only to specific tests carried out by the manufacturer.
· We are not responsible for the suitability of tiles once they are installed. The final decision and responsibility for installation and surface suitability rests with the buyer.
9. ORDERING QUANTITY, BATCH VARIATIONS & TILE CALCULATOR
We strongly recommend ordering at least 10% extra tiles. This allows for cuts, breakages, and waste during installation.
For large format tiles, hexagon tiles, or tiles with irregular shapes or patterns, we recommend ordering more than 10% extra. These tiles often require additional cuts and can create more waste, especially around edges, corners, and obstacles.
9.1. Tile Calculator
· A tile calculator is available on our product pages. It provides an approximate estimate only.
· The calculator assumes the area is a simple rectangle. It also assumes that cut tiles can be reused where possible.
· The calculator does not account for layout patterns, obstacles, or irregular room shapes.
It is the customer’s responsibility to order enough tiles for their specific space and installation method.
· If additional tiles are ordered later, we cannot guarantee they will be from the same batch. Tiles from different batches may vary slightly in colour, tone, texture, or finish.
· We are not responsible for batch variation when multiple orders are placed.
· It is the customer’s responsibility to order the full required quantity in one order where possible.
· We are not responsible for shortages caused by ordering too few tiles. We are also not responsible for excess tiles caused by ordering too many based on the tile calculator.
· Unused full boxes of tiles may be returned in line with our Returns Policy.
9.2. Grout & Adhesive Recommendation Calculator
· Grout and adhesive recommendations are automatically calculated based on the tiles in your basket.
· These estimates assume a standard installation. This includes a 3mm grout joint, a 10mm tile thickness, and a 10mm adhesive bed.
· These figures are estimates only. They may not reflect site conditions such as uneven surfaces, wider grout joints, cutting waste, or tile thickness variation.
· The calculator shows square metre coverage and weight requirements. These match the grout and adhesive bag sizes available for purchase.
· In some cases, more adhesive may be needed. For example, uneven surfaces or large format tiles may require additional adhesive or back-buttering.
· It is the customer’s responsibility to ensure enough grout and adhesive are ordered.
· We are not responsible for shortages or excess grout or adhesive caused by reliance on the tile calculator or in-cart recommendations.
10. DELIVERY
10.1. Delivery Costs
· We currently deliver to Spain, Portugal, France, Italy, and Greece. If you are outside these areas, please email hola@artisanceramica.com to request a delivery quote.
· Delivery costs are calculated at checkout. They are based on the product, weight, and delivery postcode.
· More information about delivery costs can be found on our Delivery Information page.
10.2. Delivery Terms
· Goods are normally delivered by post to the delivery address provided by the customer during the order process. The delivery address entered during checkout is binding.
· If payment is made using PayPal, the delivery address stored in the customer’s PayPal account at the time of payment is binding.
· For goods delivered by a freight forwarder, delivery is made “free curbside”. This means delivery to the public curb nearest to the delivery address, unless stated otherwise in the shipping information or agreed separately.
· If delivery is not possible and the transport company returns the goods to us, the customer is responsible for the costs of the failed delivery. This does not apply if the customer is not responsible for the delivery failure or was temporarily unable to accept delivery, provided the delivery was not announced with reasonable notice in advance.
· We do not deliver to packing stations
10.3. Freight Shipping
· Goods are delivered to the delivery address by a freight forwarder.
· Shipping costs are calculated at checkout based on your location.
· Delivery takes place on the agreed delivery day.
· Someone must be available to receive the goods in person to avoid additional delivery charges.
· Delivery is made curbside. This means delivery to the public curb nearest to the delivery address.
· Delivery can only take place if the road is suitable for a truck.
· Please ensure that the delivery address has no access restrictions.
· Customers must arrange suitable placement and storage in advance.
Note on Freight Shipments
· Many of our products are heavy or fragile.
· For transport safety, smaller orders may also be shipped on a pallet via a freight forwarder.
· We use premium carriers where possible to reduce the risk of damage.
· Despite careful packaging and transport, damage can occasionally occur. In such cases, replacement goods will be provided.
10.4. Delivery Access
· The delivery address must be accessible. If there are narrow roads, height restrictions, or access limitations, this must be noted at checkout.
· Drivers are not insured to enter properties or remove goods from pallets. They will not deliver into buildings, flats, lifts, or communal areas.
· The driver will place the pallet as close to the entrance as reasonably possible. It is the customer’s responsibility to move the goods inside.
10.5. Transport Damage
· If goods arrive with visible transport damage, please notify the delivery driver immediately and contact us as soon as possible.
· If goods are damaged, they should still be accepted.
· If one or two tiles are damaged, this is considered acceptable due to the nature of tiles. These tiles may be used for cuts where possible.
· Only refuse delivery if it is clearly visible that most of the goods are completely damaged.
· Transport damage must be reported to us in writing by email within 7 days of delivery. This allows us to arrange a replacement without delay.
· Failure to report damage does not affect your legal rights, including warranty claims.
However, providing details and photographs of the damage helps us pursue claims with the carrier or transport insurer.
10.5.1. Transport Damage – Consumers
· For consumers, visible transport damage should be reported to the delivery driver immediately and to us without delay.
· Failure to report damage does not affect statutory rights, including warranty claims. However, timely reporting helps us assert claims against the freight carrier or insurer.
10.5.2. Transport Damage – Entrepreneurs
· For business customers, the risk of loss or damage passes when the goods are handed over to the carrier or freight forwarder.
· The obligation to inspect goods and report defects in accordance with Section 377 of the German Commercial Code (HGB) applies.
· If defects are not reported in accordance with this obligation, the goods are deemed accepted.
· This does not apply if defects were deliberately concealed.
10.6. Failed or Delayed Deliveries
· If delivery cannot be completed due to incorrect information or access issues, the pallet may be returned. A re-delivery charge may apply.
· We work with third-party delivery companies. We are not responsible for delays, costs, or losses caused by failed deliveries.
· We do not accept financial claims for late delivery, incorrect delivery, or supply issues.
· We strongly recommend not booking installers until goods have been delivered, signed for, and checked.
· Responsibility for the goods passes to the customer at the point of delivery.
· Delivery times are estimates only. We are not responsible for delays caused by events outside our control. This includes weather, transport issues, industrial action, supply shortages, or other unforeseen events.
10.7. Inspection Before Installation
· All tiles must be unpacked and inspected before installation. If there are any issues with damage, shade variation, or incorrect supply, please contact us before fixing.
· Shortages or damage must be reported in writing within 24 hours of delivery. Claims made after this time may not be accepted.
10.8. Shipping to Norway and Switzerland
· Please be aware deliveries to Norway/Switzerland may be subject to import duties that are the buyers responsibility. Any import/custom duties will need to be paid additionally by the buyer.
· We cannot under any circumstances bear any responsibility for these charges should they occur.
10.9. Samples
· Only one free sample is available per product and per customer.
· Only one free sample per product is permitted per household.
· If samples are ordered together with other products, additional delivery charges may apply.
· Placing multiple sample orders using different names or addresses, including friends or neighbours, to obtain free delivery is not permitted. Any such orders may be cancelled and refunded.
11. CHECKING TILES BEFORE INSTALLATION
Customers should note tiles may arrive with small amounts of wax or chalk residue on the surface. This can occur during the manufacturing or packaging process. It is not a fault and does not affect the quality, durability, or suitability of the tiles. Any residue can usually be removed easily before installation.
· All tiles must be checked on delivery and before installation.
· We are not responsible if tiles are installed without being checked first.
· If tiles are installed and the customer is unhappy with their appearance, we will not offer a refund, replacement, or compensation.
· Before fixing, the customer must confirm that the tiles supplied match the original order.
All tiles should be fully unpacked and inspected as soon as possible.
· If there are any issues relating to damage, shading, or incorrect supply, we must be contacted in writing before installation.
12. FIXING PRODUCTS & INSTALLATION
12.1. Installation Advice
· Any advice given by our staff about fixing products or installation is provided in good faith. It is intended as general guidance only.
· We do not carry out site surveys. We cannot confirm that any advice will be suitable for your specific installation.
· It is the customer’s responsibility to choose the correct fixing products and sealants. This includes suitability for the surface and the environment.
· We strongly recommend seeking advice from a professional installer before installation.
12.2. Use of a Professional Installer
· We do not provide an installation service.
· It is the customer’s responsibility to ensure tiles are installed by a qualified professional.
12.3. Liability for Installation Issues
· We are not responsible for the installation process. We are not responsible for damage caused during or after installation.
· Once tiles are installed, we are not liable for issues caused by incorrect installation. This includes damage caused by unsuitable fixing methods or the use of abrasive chemicals.
13. CONTENT CREATION AGREEMENTS (GIFTED & DISCOUNTED TILES)
13.1. Agreement Terms
· Customers who receive gifted or discounted tiles as part of a Content Creation Agreement must follow the specific terms set out in that agreement.
These terms cover the supply of tiles and any agreed content requirements.
· The Content Creation Agreement is separate from our general Terms and Conditions.
However, both apply at the same time.
13.2. General Terms & Liabilities Still Apply
· All standard Terms and Conditions continue to apply.
· This includes responsibility for checking tiles before installation. We cannot accept claims for dissatisfaction once tiles have been installed.
· This also includes no responsibility for installation errors or damage caused during or after fitting.
· Liability disclaimers relating to installation and customer preference remain in effect.
13.3. Returns & Exchanges
· Gifted or discounted tiles cannot be returned or exchanged unless this is clearly stated in the Content Creation Agreement.
· If a manufacturing defect is found, it must be reported before installation. Once tiles are installed, we cannot offer replacements.
14. LIABILITY & COMPENSATION
· We do not accept financial liability for delivery delays.
· We are not responsible for incorrect deliveries caused by incorrect information provided by the customer.
· We are not responsible for issues related to tile installation.
· Customers should not book installers or tradespeople until all goods have been delivered, checked, and approved.
· We do not offer compensation if a customer is unhappy with the tiles after installation.
· Once tiles are installed, refunds, replacements, or compensation will not be provided.
15. FORCE MAJEURE
We are not responsible for delays or failure to meet our obligations due to events outside our control. This includes, but is not limited to:
· Extreme weather conditions
· Supply chain disruptions
· Transportation delays
· Strikes or industrial action
16. WARRANTY AND LIABILITY
· All drawings, illustrations, dimensions, weights, and other product information shown in our online shop are non-binding, unless we expressly state otherwise.
· Statutory liability for defects applies.
· Installation and removal costs resulting from the installation of defective goods are generally excluded from the liability of Fayrouz Group LTD.
16.1. Batch Numbers
· We aim to supply tiles from a single batch wherever possible.
· However, it is the responsibility of the customer or installer to check batch numbers before installation.
· Tiles must be checked to ensure they are from the same batch.
· If tiles from different batches are installed without checking, no claim can be made after installation.
· Batch information is usually printed on the tile packaging.
· Please ensure all tiles come from the same batch before fixing.
17. FINAL PROVISIONS
If you are an entrepreneur, German law applies.
The UN Convention on Contracts for the International Sale of Goods (CISG) is excluded.
If you are a merchant within the meaning of the German Commercial Code (HGB), a legal entity under public law, or a special fund under public law, the exclusive place of jurisdiction for all disputes is our registered place of business.
18. WEBSITE OPERATOR
Fayrouz Group LTD
Unit 17 Plot 2
Clayfields Industrial Estate
Doncaster
United Kingdom
DN4 8QG
Company Number: 13859542