Terms & Conditions
Baked Earth — Terms & Conditions
We want ordering from Baked Earth to be straightforward and enjoyable. These Terms & Conditions explain how we work, what you can expect from us, and a few important things to consider when choosing and installing handmade terracotta tiles.
1. About These Terms
“Baked Earth”, “we”, “us” and “our” refer to Baked Earth.
“Customer”, “you” and “your” refer to the person or business purchasing from us.
“Goods” means tiles and any other products supplied by Baked Earth.
“Stock Items” are products normally held in stock.
“Special Order” or “Non-Stock Items” are products made, ordered or sourced specifically for you, or products not currently held in stock.
By placing an order with us, you agree to these Terms & Conditions together with any specific terms agreed with you in writing.
2. Choosing Your Tiles
Our terracotta tiles are handmade using traditional methods. Their natural variation is part of their beauty and character.
Before ordering, please check that the tile, quantity, dimensions and specification are suitable for your project. Coverage figures are approximate, and we always recommend allowing additional material for cuts, wastage and future replacements.
Samples are strongly recommended before placing a larger order, particularly where colour, texture or finish is important.
3. Prices & Quotations
Unless otherwise stated, quoted prices are exclusive of VAT. Website prices may be displayed inclusive of VAT where indicated.
Written quotations are normally valid for 30 days unless otherwise stated.
We take great care to keep our prices accurate. In the unlikely event of a pricing error, we will contact you before processing the order so that you can either proceed at the correct price or receive a full refund.
Promotional offers, discount codes, pallet deals and other special prices cannot normally be combined unless we confirm otherwise in writing.
4. Payment
We accept most major debit and credit cards and PayPal through our secure online checkout.
Payment must be received and authorised before goods can be dispatched.
For larger projects, trade orders or special orders, we may also issue a proforma invoice for payment.
5. Exclusively Baked Earth
Our terracotta collections are created for Baked Earth by skilled artisans using traditional production methods.
Rather than producing perfectly uniform, mass-manufactured tiles, our makers work with natural clay to create tiles with subtle differences in tone, texture and surface character.
These individual characteristics are what give a finished Baked Earth floor its warmth, depth and timeless appearance.
From production through to careful packing, we take pride in supplying a product that retains the character and craftsmanship of genuine handmade terracotta.
6. Handmade Character, Quality & Installation
6.1 Natural Variation
Terracotta is a natural, handmade product. Variations in colour, shade, dimensions, texture, edges and surface markings should be expected and are not normally considered defects.
Small chips, firing marks and other subtle imperfections can also occur and contribute to the authentic appearance of handmade terracotta.
6.2 Size Variation
Traditional handmade production means dimensions may vary between individual tiles. Depending on the collection and format, variations of approximately 3–12mm can occur.
Your installer should take this into account when setting out the floor and determining grout joints.
6.3 Blending Tiles
For the most attractive finished floor, we recommend opening several boxes and blending tiles during installation. This helps distribute the natural variations in shade and character beautifully throughout the finished floor.
6.4 Installation
Baked Earth does not provide installation services. Our website contains practical installation and sealing guidance, but every property and installation is different.
We therefore recommend using an experienced professional installer who is familiar with terracotta or natural stone.
Tiles should be checked for colour, shade, size, condition and suitability before installation. Once tiles have been fixed, we cannot normally accept claims relating to visible characteristics that could reasonably have been identified beforehand.
6.5 Cleaning, Sealing & Maintenance
Always follow the instructions supplied with cleaning and sealing products and test products on a small, discreet area first.
The appearance and performance of terracotta will depend partly on the chosen sealing system and ongoing care. With appropriate installation and maintenance, terracotta can develop a beautiful natural character over time.
6.6 Outdoor Use of Terracotta Tiles
Our terracotta tiles have been successfully used in many beautiful outdoor projects.
https://bakedearth.co.uk/pages/outdoors-use
7. Delivery
We carefully prepare and pack orders for delivery throughout the UK and internationally.
Standard UK pallet deliveries normally arrive within 2–4 working days after dispatch, although delivery times are estimates rather than guaranteed dates.
Kerbside Delivery
Pallet deliveries are made kerbside. The driver will unload the pallet at the nearest safe and accessible point.
Please ensure there is suitable access for a large delivery vehicle. Gravel drives, steep slopes, steps, narrow entrances or other access restrictions may affect where the pallet can safely be unloaded.
If you have any concerns about access, please contact us before delivery and we will be happy to advise.
Checking Your Delivery
We recommend that someone is available to receive and inspect the delivery.
If there is visible damage to the pallet or packaging, please photograph it and make a note with the driver where possible.
Any concealed transit damage or shortages should be reported to us within 2 working days, together with photographs, so that we can help resolve the matter promptly.
Once delivered, tiles should be stored securely in a dry and protected location.
Booking Trades
Please do not arrange your installer or other trades until your tiles have arrived and you have checked the order.
Although we work hard to ensure deliveries arrive as planned, occasional transport delays can occur which are outside our control.
8. Cancellations & Returns
We want you to be happy with your purchase and will always try to make the returns process as straightforward as possible.
Consumer Online Orders
If you are purchasing as a consumer online, by telephone or by mail order, you normally have a 14-day cooling-off period from delivery in accordance with your statutory rights.
Returned goods should be kept in good condition and returned within the required period. Customers are responsible for the cost of returning unwanted goods unless we agree otherwise.
Bespoke and made-to-order products may be excluded from cancellation rights where permitted by law.
Our 30-Day Returns Policy
In addition to your statutory rights, unopened full cartons in resaleable condition may be returned within 30 days of delivery.
Returns should be securely palletised and returned to our distribution warehouse.
A 20% restocking charge applies to cover checking, handling and repacking. Original delivery charges are non-refundable.
Damaged or Incorrect Goods
If something is not right with your delivery, please contact us within 2 working days and send photographs where possible. We will always aim to resolve genuine delivery issues as quickly and fairly as possible.
Where a claim is accepted, we will arrange replacement of the affected goods or refund their corresponding value.
From time to time, we may include additional tiles or boxes with an order to help cover normal transit breakages or wastage. Complimentary additional tiles supplied for this purpose do not have a refundable value.
Special & Made-to-Order Products
Once production or a factory order has commenced, special-order and made-to-order products cannot normally be cancelled, except where required by law.
9. Refunds
Once returned goods have been received and inspected, we normally process refunds within 3–5 working days.
During particularly busy periods, please allow up to 30 days for processing.
10. Events Outside Our Control
Occasionally circumstances outside our reasonable control can affect production or delivery. These may include severe weather, flooding, fire, industrial action, transport disruption, port delays, shortages, vehicle breakdowns, import/export restrictions or other exceptional events.
We will always do our best to keep you informed and minimise any inconvenience.
11. Our Responsibility
Nothing in these Terms affects your statutory consumer rights or excludes any liability that cannot legally be excluded.
Where permitted by law, Baked Earth is not responsible for indirect or consequential losses, including installation, removal, refitting, loss of business or costs resulting from incorrect installation, storage, handling or maintenance.
Where a product is confirmed to be defective, our responsibility will normally be limited to replacement of the affected goods or refund of their purchase price, subject always to your statutory rights.
12. Privacy
We handle personal information in accordance with UK data protection legislation and our Privacy Policy.
If you kindly send us photographs of your completed Baked Earth project, we may ask for your permission to feature them on our website or social media.
13. Governing Law
These Terms & Conditions and contracts with Baked Earth are governed by the laws of England and Wales, subject to any mandatory consumer rights that apply to you.
14. Baked Earth
Baked Earth
Registered Office: 235 Skipton Road, Harrogate, North Yorkshire, HG1 3EY
Customer Services: +44 (0)1423 875944
Email: info@bakedearth.co.uk
