Terms & Conditions
In these Conditions:
“Customer” means any person, or company who purchases Goods and/or Services from PietraCasa.
“Goods” means the goods specified on any Order.
“Services” means any installation, fitting, delivery, handling, cutting, advice or ancillary services provided by PietraCasa.
“Order” means any order placed by the Customer whether online, in person, by email or by telephone.
“Bespoke Order” means Goods ordered specifically to the Customer’s specification or sourced from third‑party suppliers.
“Contract” means the agreement between PietraCasa and the Customer comprising these Conditions and the accepted Quote and Order.
1.2 Headings are for convenience only and do not affect interpretation.
1.3 References to legislation include all amendments and re‑enactments.
2.1 These Conditions apply to all Contracts and exclude any other terms the Customer seeks to impose.
2.2 No Order shall be deemed accepted until confirmed by PietraCasa in writing (including email or electronic confirmation).
2.3 All samples, displays, brochures, images and showroom materials are for guidance only and do not form part of the Contract.
2.4 The Customer acknowledges that natural materials and porcelain can vary in colour, shade, veining, texture and finish and such variations are inherent characteristics, not defects.
2.5 Any quotation for the Goods issued by PietraCasa shall not constitute an Order. A quotation shall only be valid for period of 30 days from its date of issue.
3.1.1 Website orders are subject to availability and acceptance by PietraCasa.
3.1.2 Images shown online are illustrative only. Screen resolution, lighting and display settings may affect appearance.
3.1.3 To enter into a contract through our website to purchase products from us, the following steps must be taken: you must add the products you wish to purchase to your shopping cart, and then proceed to the checkout; you will be transferred to our payment service provider's payment gateway, Shopify Payments, and our payment service provider will handle your payment; we will then send you an order confirmation and an email to notify you once the item has been shipped. We use Shopify Payments integrated checkout systems, completely secure, PCI compliant and SSL enabled.
3.2 Trade Counter Sales
3.2.1 Trade counter sales are final once Goods leave our premises, subject only to statutory rights.
3.2.2 The Customer is responsible for checking Goods before collection.
3.3.1 Showroom samples represent typical quality but may not exactly match delivered batches.
3.3.2 Customers are strongly advised to view physical samples prior to ordering.
4.1 The Customer is solely responsible for ensuring quantities, specifications and suitability of Goods. All Orders will be supplied in full boxes and any orders placed for quantities not in full boxes will be rounded up to a full box.
4.2 PietraCasa accepts no liability for shortages, over‑ordering or design decisions made by the Customer or third parties.
5.1 Website prices for consumer sales are inclusive of VAT unless stated otherwise. All other prices are exclusive of VAT unless expressly stated.
5.2 PietraCasa reserves the right to amend prices due to supplier increases, transport costs, currency fluctuation or circumstances beyond our control. If we change the Price and you are not happy with it, you will be able to cancel your order.
5.3 For orders under £10,000, full payment is required upon ordering and prior to dispatch, collection or installation.
5.4 For orders over £10,000, a 50% deposit is required to convert a quote to order, process and deliver the Goods. The balancing payment becomes immediately due once PietraCasa has notified the customer that the goods are available for collection or delivery. Payment can be made credit and debit cards including Visa/Mastercard/American Express.
5.5 Where it is agreed in Writing between PietraCasa and Customer that credit facilities will be made available to the Customer, the Customer shall pay the price of the Goods within 30 days of the date of the invoice. The Customer is obliged to make payment notwithstanding that delivery may not have taken place and the property in the Goods has not passed to the Customer. Credit facilities are restricted to the Customer’s approved credit limit. Any orders that exceed this limit will be subject to the payment conditions outlined in clauses 5.4 and 5.5.
5.6 If the Customer fails to make payment on the due date then without prejudice to any other right or remedy available to PietraCasa shall be entitled to:
5.6.1 Cancel or hold any further deliveries until payment is received
5.6.2 Charge for storage of goods
5.6.3 Charge late payment interest on the unpaid balance at the applicable statutory or contractually permitted rate above the Bank of England base rate until payment is made in full.
6. DELIVERY, COLLECTION & RISK
6.1 Delivery dates are estimates only and time shall not be of the essence unless expressly agreed in writing. PietraCasa shall not be liable for any delay in delivery of goods that is caused by unforeseen circumstances or by the Customer’s failure to provide instructions relevant to the supply. We will endeavour to notify you as soon as possible should these problems occur.
6.2 Risk in the Goods passes to the Customer upon delivery to the nominated address or upon collection from PietraCasa premises, whichever occurs first.
6.3 Delivery is kerbside only unless otherwise agreed in writing. The Customer must ensure safe and suitable access.
6.4 Failed deliveries, restricted access, re‑delivery or storage may result in additional charges.
6.5 Where the Customer fails to collect or accept delivery within 5 days of being notified goods are ready, PietraCasa reserves the right to charge reasonable storage fees or resell the Goods.
6.6 Orders will be delivered in a single consignment unless specified at the time of order. PietraCasa reserves the right to charge for additional deliveries.
6.7 If PietraCasa fails to deliver goods for any reason other than a cause beyond PietraCasa’s control or the Customer’s fault and PietraCasa is liable to the Customer, PietraCasa’s liability shall be limited to the excess (if any) of the cost to the Customer (in the cheapest available market) of similar goods to replace those not delivered over the price of the Goods.
7.1 Where PietraCasa provides installation services, such services are limited strictly to the scope expressly agreed in writing.
7.2 The Customer is responsible for ensuring that site conditions, substrates, subfloors, walls, moisture levels, structural stability and access are suitable prior to installation unless otherwise expressly agreed.
7.3 PietraCasa shall not be liable for defects, failures or damage arising from:
- unsuitable or defective substrates or site conditions;
- movement, settlement, moisture, humidity or temperature variation;
- underfloor heating systems;
- acts or omissions of third‑party contractors.
7.4 Natural movement, cracking, shading variation or minor surface irregularities consistent with industry tolerances shall not constitute defective workmanship or materials.
7.5 Installation completion constitutes acceptance of the installation works, save for latent defects notified in accordance with Condition 8.
8. RETURNS, CANCELLATIONS & REJECTIONS
8.1 Consumer Customers may have cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 for distance and off‑premises sales, save that such rights do not apply to bespoke Goods or Goods made to the Customer’s specification.
8.2 Goods must be inspected immediately upon delivery or collection. Any shortage, damage or defect that is reasonably apparent on inspection must be notified to PietraCasa in writing within 48 hours of delivery or collection.
8.3 No claims will be accepted for:
- Goods which have been cut, trimmed, drilled, sealed or otherwise worked;
- Goods which have been installed or fixed, whether in whole or in part;
- Goods which have been mixed or combined with other materials such as grout, adhesive or sealant.
- Goods which have been incorrectly handled, transported, or stored by the Customer. Large format porcelain slabs (2.88sqm and above) should be stored vertically on site on suitable A-frames or racks designed for slab storage, with full edge support and protective padding to prevent point loading, stress fractures and protection from impact. Palletised porcelain slabs and tiles up to 1.44sqm in size must be kept on their original pallets, stored on a level, stable surface, and protected from impact, moisture and contamination. Pallets should remain upright and strapped and must not be double stacked unless specifically permitted by the manufacturer’s packaging specification.
8.4 Returns will only be accepted where expressly authorised in writing by PietraCasa. Authorised returns must be unused, in original unopened packaging and in resaleable condition.
8.5 Bespoke Orders are strictly non‑returnable and non‑refundable once confirmed.
8.6 Where cancellation rights apply, Goods must be returned within 14 days and refunds issued within 14 days of receipt, subject to deductions for diminished value.
8.7 If an incorrect quantity of Goods is delivered or collected, we will arrange to supply or make available the correct amount. Where the discrepancy arises from our error, we will cover the cost of delivering the outstanding Goods. Where the error is due to the Customer, the Customer shall be responsible for any associated delivery costs.
9. WARRANTIES, QUALITY & TOLERANCES
9.1 PietraCasa warrants that Goods supplied shall, at the time of delivery, materially correspond with their description and comply with applicable British and European industry standards and tolerances.
9.2 Due to the inherent characteristics of natural materials and porcelain, variations in colour, shade, veining, texture, thickness, finish and size are to be expected and shall not constitute defects. Batch consistency cannot be guaranteed.
9.3 PietraCasa accepts no liability for any calculations or estimates it provides, whether based on plans or measurements prepared by PietraCasa or supplied by the Customer. The Customer is solely responsible for determining the exact quantity of Goods required. An order should always include at least an additional 10% to allow for wastage to cover cutting, minor imperfections, as could be expected with the type of stone, porcelain, and breakage.
9.4 Samples and displays are indicative only and provided for guidance. They do not form part of the Contract.
9.5 It is the Customer’s sole responsibility to confirm the suitability of the Goods for the intended use, environment and method of installation. While PietraCasa may provide guidance, no liability is accepted given that site environments differ.
9.6 The Customer is solely responsible for the selection of the Goods. Where applicable laws, regulations or industry guidance require a risk assessment to be carried out in relation to the installation or use of the Goods, it is the Customer’s responsibility to undertake such assessment, or to ensure that it is undertaken by the party responsible for specifying the Goods. Any such assessment must take into account all factors relevant to the intended environment and use. PietraCasa accepts no responsibility for, and shall have no liability arising from, the selection of the Goods or any failure to carry out an appropriate risk assessment.
9.7 Any slip‑resistance ratings provided are those declared by the manufacturer and are based on laboratory testing carried out in accordance with international standards. These values represent “out‑of‑the‑box” performance only and are not tested in situ. Actual slip resistance may vary depending on installation method, substrate, maintenance, contamination and wear. PietraCasa gives no warranty or guarantee as to slip‑resistance performance following installation.
9.8 PietraCasa shall not be liable for any defect, damage or deterioration arising from fair wear and tear, wilful damage, misuse, negligence (other than where caused by PietraCasa’s negligence), failure to follow manufacturers care instructions, or use of the Goods in applications, environments or circumstances for which they are not recommended or are otherwise unsuitable.
9.9 Unless expressly agreed in writing, PietraCasa supplies Goods only and does not act as an installer, contractor or construction professional. PietraCasa accepts no responsibility or liability for the installation of the Goods or for any damage to the Goods, property or persons arising during or in connection with installation by others. Any installation guidance or technical information provided by PietraCasa is for general guidance only, is not site-specific, and does not constitute installation instructions. Installation must be carried out by a suitably qualified and competent professional in accordance with applicable laws, regulations and industry standards.
9.10 PietraCasa does not warrant or guarantee the quality, workmanship or performance of any 3rd party installer or contractor recommended or introduced to the Customer and accepts no liability for any loss or damage arising from their acts or omissions.
9.11 PietraCasa shall have no liability under any warranty, guarantee or condition where payment for the Goods has not been made in full by the due date.
10.1 Nothing in these Conditions limits or excludes liability for death or personal injury caused by negligence, fraud or any matter which cannot lawfully be excluded.
10.2 Subject to clause 10.1, PietraCasa shall not be liable for any indirect, consequential or economic loss, including loss of profit, project delay, loss of use or business interruption, arising out of or in connection with the supply or use of the Goods. PietraCasa’s total aggregate liability shall in all circumstances be limited to the price paid for the Goods giving rise to the claim.
10.3 Subject to clause 10.1, PietraCasa’s total aggregate liability in contract, tort (including negligence), breach of statutory duty or otherwise shall not exceed the price paid for the relevant Goods or Services giving rise to the claim.
11.1 PietraCasa may at any time assign, transfer, subcontract, mortgage, charge or otherwise deal with all or any of its rights and obligations under the Contract.
11.2 The Customer may not assign, transfer, subcontract, mortgage, charge, declare a trust over or otherwise deal with any of its rights or obligations under the Contract without PietraCasa’s prior written consent.
11.3 Any failure or delay by PietraCasa to enforce any provision of the Contract shall not constitute a waiver of that provision or of any other provision, nor shall it prevent PietraCasa from enforcing such provision at a later date.
11.4 If any provision of these Conditions is held by a court or competent authority to be invalid, illegal or unenforceable, whether in whole or in part, such provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall remain in full force and effect.
11.5 Except where required by law, PietraCasa offers no refunds in respect of surplus or over-ordered Goods.
11.6 These Conditions constitute the entire agreement between the parties.
All intellectual property in designs, samples, images and content remains the property of PietraCasa.
Personal data is processed in accordance with our Privacy Policy and applicable data protection legislation.
PietraCasa may terminate or suspend any Contract where the Customer breaches these Conditions or becomes insolvent.
These Conditions are governed by the laws of England & Wales and subject to the exclusive jurisdiction of its courts.
16. FORCE MAJEURE
PietraCasa shall not be liable for failure or delay caused by events beyond its reasonable control, including supplier failure, transport disruption, industrial disputes, fire, flood, war, governmental action or pandemic.
17. COMPANY INFORMATION
This website is owned and operated by PietraCasa Limited, a company registered in England and Wales. Our registered office is located at 4 Manor Park Business Centre, Mackenzie Way, Swindon Village, Cheltenham, England, GL51 9TX. Our principal places of business are Store 06, Bourne Valley Road, Poole, BH12 1DY and Unit 15, Branksome Business Park, Poole, BH12 1DW, United Kingdom. You can contact us by email at trade@pietracasa.uk.
