Terms & Conditions

Baked Earth — Terms & Conditions

We want you to enjoy choosing and ordering from Baked Earth. These terms explain how we work, what you can expect from us, and how to look after your goods from the moment they arrive.

Please read them before placing your order. If anything is unclear, contact us — we are always happy to help.

1. About These Terms

“Baked Earth”, “we”, “us” and “our” mean the business trading as Baked Earth.

“You” and “your” mean the person or business purchasing from us.

“Goods” means tiles and any other products we supply.

“Stock items” are products normally held in stock. “Special-order” or “non-stock items” are products made, ordered or sourced specifically for your order.

By placing an order, you agree to these terms and any specific arrangements we confirm with you in writing.

Nothing in these terms takes away your statutory rights.

2. Choosing Your Tiles

Our terracotta tiles are handmade using traditional methods. Differences in colour, texture, size and surface character are part of what makes them special.

Please check that your chosen tiles, quantities and specifications are suitable for your project before ordering. Coverage figures are approximate, and we recommend allowing extra material for cuts, wastage and future repairs.

We strongly recommend ordering samples before placing a larger order. Samples give an indication of the collection, but cannot show every variation you may find across a handmade floor.

If you need tiles for a particular purpose, please discuss this with us before ordering.

3. Prices & Quotations

Prices shown to consumers include VAT where applicable. Trade quotations may show prices excluding VAT where clearly stated.

Delivery charges and any other applicable costs will be explained before you place your order.

Written quotations are normally valid for 30 days unless stated otherwise.

We take care to keep our prices accurate. If we discover a pricing error before accepting your order, we will contact you so that you can choose whether to proceed at the correct price or receive a refund of any payment taken.

Promotional offers, discount codes and pallet deals cannot normally be combined unless we confirm otherwise in writing.

4. Orders & Payment

We accept the payment methods shown at checkout.

Payment must be received and authorised before goods are dispatched or released for collection, unless we agree otherwise in writing.

For larger projects, trade purchases or special orders, we may issue a proforma invoice.

An automated order acknowledgement confirms that we have received your order. Your order is accepted when we confirm acceptance in writing, dispatch your goods or notify you that they are ready for collection, whichever happens first.

Special-order specifications and estimated lead times will be confirmed separately.

5. Exclusively Baked Earth

Our terracotta collections are created for Baked Earth by skilled artisans using traditional production methods.

Natural clay and individual craftsmanship give each tile its own character. Variations in tone, texture and finish create the warmth and depth that make a handmade terracotta floor so distinctive.

We take pride in supplying tiles that retain this character, from production through to careful packing.

6. Handmade Character & Installation

6.1 Natural Variation

Variations in colour, shade, dimensions, texture, edges and surface markings should be expected within the description and specification of your chosen collection.

Small edge chips, firing marks and subtle surface imperfections may form part of the handmade finish. This does not mean that all damage is acceptable or affect your right to receive goods that are of satisfactory quality, fit for purpose and as described.

6.2 Size Variation

Depending on the collection and format, handmade tiles may vary in size by approximately 3–12mm. Please check the specification for your chosen tiles.

Your installer should allow for the relevant variations when setting out the floor and choosing grout joint widths.

6.3 Blending Tiles

We recommend opening several boxes and blending tiles during installation. This helps spread natural variations evenly across the floor.

6.4 Checking Before Fixing

Please check your tiles for colour, shade, size, condition and suitability before installation.

If something appears wrong, stop and contact us before fixing the affected tiles. Continuing to install tiles when a problem is clearly visible may affect a claim for avoidable installation, removal or replacement costs.

Installing tiles does not remove your statutory rights relating to defects that were not reasonably apparent beforehand.

6.5 Installation Guidance & Technical Information

Baked Earth does not provide installation services.

Our installation guides, website information and general advice are intended to help you understand the products. They are not a project-specific installation specification or a substitute for professional advice.

Unless agreed in writing or required by law, we do not undertake to provide a bespoke installation guide, site assessment or technical specification for your project.

You and your installer should obtain the technical information needed for the installation, including advice on substrates, moisture levels, underfloor heating, adhesives, grout, movement joints, sealing and drainage, where relevant.

We recommend using an experienced professional who is familiar with terracotta or natural stone.

This clause does not exclude our responsibility for information we are legally required to provide, product descriptions or advice for which we are legally responsible.

6.6 Cleaning, Sealing & Maintenance

Always follow the instructions supplied with cleaning and sealing products. Test products on a small, discreet area before treating the whole floor.

The appearance and performance of terracotta depend partly on the installation, sealing system, conditions of use and ongoing maintenance.

6.7 Outdoor Use

Selected terracotta collections are suitable for outdoor projects when correctly specified, professionally installed and properly maintained.

Please check the suitability of your chosen collection before ordering and read our Outdoor Use Guidance⁠.

Outdoor performance depends on factors including the substrate, drainage, exposure, installation materials and maintenance. Nothing in this clause removes your statutory rights or changes any express product description we give.

7. Delivery, Collection & Storage

7.1 Delivery Times

Standard UK pallet deliveries normally arrive within 2–4 working days after dispatch. Delivery dates are estimates unless we expressly agree a guaranteed date.

Special-order lead times will be advised separately.

If a delay occurs, we will do our best to keep you informed. Your legal rights relating to late delivery are unaffected.

7.2 Kerbside Delivery

Pallet deliveries are kerbside. The driver will unload at the nearest safe and accessible point permitted by the delivery service.

Please ensure there is suitable access for a large delivery vehicle. Gravel drives, steep slopes, steps, narrow entrances and other restrictions may prevent unloading at your preferred location.

Let us know about access restrictions before dispatch so that we can discuss the arrangements. Any applicable additional delivery or redelivery charges will be explained.

You are responsible for arranging safe movement of the goods from the kerbside delivery point into your property or storage area.

7.3 Checking Your Delivery

Please arrange for someone to receive and check your order.

Check the number of cartons, product labels and visible condition of the pallet and packaging. Open cartons as reasonably necessary to inspect the tiles.

If there is visible damage, please photograph it before moving or unpacking the goods and note it on the delivery paperwork where possible.

Please tell us about damaged or incorrect goods, or shortages, as soon as reasonably possible, preferably within five calendar days of delivery. Include your order number, details of the issue and photographs where available.

Reporting promptly helps us investigate and arrange a solution. This requested reporting period does not shorten your statutory rights, and signing for a delivery does not prevent a claim for concealed damage or defects.

7.4 Keeping Tile Boxes Upright

Tile boxes must be kept upright, with the tiles standing vertically on their edges. Do not lay boxes flat with the tiles lying horizontally.

Follow the orientation arrows and handling instructions on the packaging. If you are unsure which way a carton should stand, contact us before moving or repacking it.

During storage, transport and returns:

• Keep cartons upright and supported so that they cannot tip or move.
• Use a sound, level pallet or suitable load-bearing support.
• Store goods in a dry, sheltered place.
• Protect cartons from moisture, impact and excessive pressure.
• Do not drop boxes, overload stacks or place heavy items on top.
• Follow any product-specific stacking and load limits.

Laying boxes flat or handling them incorrectly can place uneven pressure on the tiles and cause cracking, chipping or breakage.

Baked Earth is not responsible for damage caused by incorrect stacking, storage, handling or transport after the goods have passed into your responsibility, except where we caused or contributed to that damage.

Under our voluntary 30-day returns policy, we may refuse cartons that have been laid flat or handled contrary to these instructions.

Where statutory cancellation rights apply, any deduction must be lawful and reflect an actual reduction in value caused by handling beyond what is reasonably necessary to inspect the goods. Incorrect stacking does not automatically remove rights relating to an unrelated defect or damage already present when the goods were supplied.

7.5 Collection Orders & Your Own Transport

If you collect from any of our warehouses, stores or storage centres, please check your order carefully before leaving.

You, or your representative, should check the goods, quantities, packaging and visible condition. Open cartons where reasonably necessary and raise any concerns with our staff before departure.

If you arrange transport, you are responsible for choosing a suitable vehicle or carrier and arranging appropriate load restraint and insurance.

For consumer orders, responsibility for accidental loss or damage normally passes:

• When you take physical possession of the goods if collecting personally; or
• When we hand the goods to a carrier you independently commissioned, provided that carrier was not offered by Baked Earth as a delivery option.

Damage caused afterwards by your independently arranged carrier, unloading, handling or storage is your responsibility. Any claim for damage caused by your carrier should be made directly to that carrier.

This does not exclude our responsibility for pre-existing damage, faulty goods, inadequate packaging for the agreed collection arrangements, damage caused by our staff or any other matter for which we remain legally responsible.

A collection check or signed collection receipt does not remove your statutory rights concerning concealed damage or defects.

7.6 Booking Trades

Please wait until your tiles have arrived and you have checked them before confirming installation dates or booking other trades.

This helps avoid unnecessary costs if an order is delayed or an issue needs to be resolved. Our legal responsibility for any resulting loss is explained in section 11.

8. Cancellations & Returns

We understand that plans can change or that you may have tiles left over. Please contact us before arranging a return so that we can explain the process and provide the correct warehouse details.

There are different rules for statutory cancellations, our additional 30-day returns policy and faulty goods. These are set out below.

8.1 Consumer Cancellation Rights

If you buy as a consumer online, by telephone or by mail order, you normally have the right to cancel without giving a reason.

You can cancel before delivery or notify us within 14 days after the day you, or your nominated recipient other than the carrier, receives the goods. Different timing rules may apply to orders delivered in separate consignments.

To cancel, email info@bakedearth.co.uk, write to the address in section 14 or send another clear statement that you wish to cancel. Please include your name and order details.

You must send the goods back without undue delay and no later than 14 days after telling us you wish to cancel, unless we agree to collect them.

Please contact us for the return address and handling instructions. A valid statutory cancellation does not depend on discretionary approval from us.

You are responsible for the direct return cost where this has been disclosed before purchase and the law permits it. Palletised tiles require specialist transport and cannot normally be returned by ordinary post. Applicable return-cost information will be provided before purchase.

You may open packaging and inspect goods as you reasonably would in a shop. Opening a carton for reasonable inspection does not automatically prevent cancellation.

We may make a lawful deduction for an actual reduction in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning.

No restocking or cancellation fee applies to a valid statutory cancellation.

If you cancel the whole order, we will refund the standard outbound delivery charge. If you selected a more expensive delivery option, we need only refund the cost of our least expensive standard delivery service.

8.2 Our Additional 30-Day Returns Policy

Alongside your statutory rights, we offer a voluntary returns policy for eligible surplus goods and changes of mind.

Goods must reach our distribution warehouse within 30 days of delivery or collection.

Under this additional policy:

• Tiles must be unused, undamaged and returned in complete original cartons.
• Tile cartons must have been kept upright as described in section 7.4.
• Goods and packaging must be suitable for resale.
• The product range must still be available for sale on our website.
• Rugs, baskets and accessories must be unused and in their original packaging.
• You must provide proof of purchase.

A 20% restocking fee will be deducted from the price actually paid for the returned goods. This covers checking, opening, inspecting, handling and repacking cartons before resale.

We may waive this fee at our discretion.

Original delivery charges are not refundable under this additional policy.

These conditions do not override statutory cancellation rights or rights relating to faulty goods.

8.3 Arranging a Return

Our distribution warehouse is in LS12 6AL. Please obtain the full address and delivery instructions before sending anything back.

Do not send returns to our Harrogate address unless we ask you to do so.

For voluntary returns, you are responsible for arranging and paying for return transport, insurance and handling.

Tiles must be securely palletised and returned by a suitable pallet delivery service unless we agree another safe method in writing. Ordinary parcel services can expose tiles to significant breakage.

Where suitable, reuse the original pallet and protective packaging. Keep cartons upright and secure them so that they cannot move during transport.

We recommend taking photographs before wrapping and again once the pallet is fully packed. Keep your collection receipt and tracking information.

For statutory returns, our packing and transport requirements apply only to the extent consistent with your legal rights and obligations.

8.4 Items Excluded from Our Additional Returns Policy

Our voluntary 30-day returns policy does not cover:

• Custom-made or personalised products.
• Special-order or non-stock products identified before purchase as excluded from this additional policy.
• Clearance or sale items expressly marked before purchase as non-returnable under this additional policy.
• Part-used cartons or installed tiles.
• Goods damaged through incorrect stacking, storage, handling or transport.
• Complimentary goods supplied free of charge.

A sale price, clearance label or special-order description does not, by itself, remove statutory cancellation rights.

Where goods are made to your specifications or clearly personalised, statutory cancellation rights may be excluded as permitted by law. This does not affect your rights if those goods are faulty or not as described.

8.5 Extra Boxes & Complimentary Tiles

We may include additional tiles or boxes free of charge to help with wastage or potential breakages.

These complimentary goods have no separate refundable value.

Goods sent in error and not purchased by you do not create an entitlement to a refund. Please let us know so that we can agree a suitable arrangement, including collection at our expense where required.

8.6 Damaged, Faulty or Incorrect Goods

If your goods arrive damaged, are incorrect, are faulty or do not match their description, please contact us promptly.

We ask that delivery issues are reported preferably within five calendar days, with photographs where possible. This helps us put things right quickly and does not limit your statutory rights.

Do not install affected goods. Keep the goods and packaging available for inspection where reasonably possible.

Consumers have rights under the Consumer Rights Act 2015. These include a short-term right to reject non-conforming goods, normally within 30 days, and further rights to repair, replacement, price reduction or rejection where the relevant legal conditions are met.

We will provide the remedy required by law. Where replacement is appropriate, we will arrange it within a reasonable time and without significant inconvenience.

No restocking fee applies to a valid faulty-goods claim. We will meet reasonable return or collection costs and refund delivery charges where legally required.

Please do not dispose of damaged tiles until we have confirmed whether they should be retained, collected or safely disposed of. Any disposal arrangements and responsibility for costs will be agreed with you.

We are not responsible for damage caused solely by subsequent mishandling or independently arranged transport for which we are not responsible.

8.7 Business Orders

Statutory consumer cooling-off rights do not apply to business purchases.

Business returns are subject to our voluntary returns policy or any specific terms agreed in writing before purchase. Any restrictions remain subject to applicable law.

9. Refunds

We aim to process refunds within 3–5 working days of receiving and inspecting returned goods, subject to any earlier legal deadline.

For statutory cancellations, where we have not offered to collect the goods, we will refund without undue delay and no later than 14 days after receiving the goods back or receiving evidence that they have been sent back, whichever is earlier.

Where we have offered to collect the goods, the applicable statutory refund deadline runs from notification of cancellation.

For goods rejected under the Consumer Rights Act 2015, refunds will be made without undue delay and within 14 days after we agree that you are entitled to a refund.

Refunds will be made using the original payment method unless you expressly agree otherwise. We do not charge a refund administration fee.

Your payment provider may take additional time to show the refund in your account.

10. Events Outside Our Control

Occasionally, events outside our reasonable control may affect production or delivery. These can include severe weather, flooding, fire, industrial action, transport disruption, port delays, shortages or import and export restrictions.

We will take reasonable steps to reduce disruption and keep you informed.

This does not remove your legal rights relating to delayed or undelivered goods or allow us to retain payment for goods we cannot supply.

11. Our Responsibility

Nothing in these terms excludes or restricts liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any other liability that cannot legally be excluded or restricted.

For consumers, we remain responsible for reasonably foreseeable losses caused by our breach of contract or failure to use reasonable care and skill.

We are not responsible for damage caused by incorrect installation, storage, handling or maintenance by you or a third party, except to the extent that we caused or contributed to that damage.

For business customers, to the extent permitted by law, we exclude liability for indirect or consequential losses and loss of profit, business or revenue.

Nothing in these terms removes a consumer’s legal entitlement to recover installation, removal or refitting costs where applicable.

12. Privacy & Project Photographs

We handle personal information in accordance with applicable UK data protection legislation and our Privacy Policy.

We love seeing completed Baked Earth projects. If you share photographs with us, we will ask for permission before featuring them on our website, social media or other marketing materials.

13. Governing Law

These terms and contracts with Baked Earth are governed by the laws of England and Wales.

Consumers retain the protection of any mandatory laws that apply to them and the right to bring proceedings in the courts available to them under applicable law.

14. Contact Us

If you have a question, concern or complaint, please contact us with your order number and details of the issue. We will investigate and work with you to find an appropriate resolution.

Baked Earth
235 Skipton Road
Harrogate
North Yorkshire
HG1 3EY

Telephone: 01423 875944⁠
Email: info@bakedearth.co.uk⁠

Returns warehouse: LS12 6AL. Please contact us for the full address and delivery instructions before arranging a return.

Optional Cancellation Form

You may use this form to cancel an eligible consumer order, but you do not have to.

To: Baked Earth, 235 Skipton Road, Harrogate, North Yorkshire, HG1 3EY
Email: info@bakedearth.co.uk

I/We give notice that I/we cancel my/our contract for the following goods:

Goods:
Order number:
Date ordered:
Date received:
Name:
Address:
Date:
Signature, if submitted on paper: