Damages

1. Introduction

Wide Wings Tiles Ltd takes all reasonable steps to ensure goods are properly packaged and dispatched in good condition. However, tiles are fragile goods and transit damage can occur. This policy sets out the process for reporting damage, the time limits that apply, and the industry standard tolerance that governs claims. Failure to follow this procedure may result in your claim being rejected.

2. Damage Tolerance

In accordance with standard industry practice, transit damage of up to 5% of tiles within an order is considered an acceptable tolerance and does not automatically entitle the customer to a replacement, credit, or refund for the affected tiles.

The tile industry and its associated pallet courier networks operate to an accepted breakage tolerance given the fragile nature of the goods. The following applies:

• Where damaged tiles represent 5% or less of the total tiles delivered, Wide Wings Tiles Ltd is not obligated to replace, credit, or refund those tiles. We always recommend ordering 10-15% extra precisely to account for this tolerance.
• Where damaged tiles exceed 5% of the total tiles delivered, Wide Wings Tiles Ltd reserves the absolute right to determine the appropriate remedy — which may include partial replacement, credit note, partial refund, or full replacement — at our sole discretion depending on the nature, cause, and extent of the damage and the outcome of our carrier claim.
• The 5% tolerance applies per delivery and is calculated on the total number of tiles delivered, not per box.
• Wide Wings Tiles Ltd’s decision regarding the appropriate remedy for damage exceeding 5% shall be final, provided it is made in good faith and with due consideration of the evidence provided.

3. Reporting Procedure — 24 to 48 Hours

All transit damage must be reported within 24 to 48 hours of delivery with clear photographic evidence. Claims outside this window will not be accepted.

To report transit damage, please follow these steps without delay:

• At the point of delivery, note any visible external packaging damage on the carrier’s delivery documentation before signing. Write “DAMAGED” clearly. Do not sign as “received in good condition” if packaging is compromised.
• Photograph all damaged packaging and boxes before opening them. Photograph the pallet and wrapping if applicable.
• Open all boxes within 48 hours of delivery and inspect every tile. Photograph all damaged tiles clearly, showing the damage and the box they were contained in.
• Contact us within 24-48 hours of delivery by email at sales@widewingstiles.co.uk with subject line “DAMAGE CLAIM — [Your Order Number]”. Include your full name, order number, delivery date, and all photographs.
• Retain all damaged tiles and all packaging materials until the claim is resolved. Disposal of damaged goods or packaging before the claim is settled may result in your claim being rejected.
• Do not install any tiles you believe may be damaged. No claim will be considered for tiles that have been installed.

4. Why Time Limits Are Strictly Enforced

We enforce the 24-48 hour reporting window because we are contractually obligated to notify our third-party carriers and insurers within their own strict claim timeframes. If you report damage to us outside our window, we are unable to pursue a claim with the carrier, which means we cannot recover our costs and are therefore unable to compensate you. This is not a condition we apply unfairly — it is an unavoidable commercial necessity.

5. Delivery in Absence — Effect on Damage Claims

If goods are delivered in your absence (either by your prior arrangement or because you were unavailable), the following restrictions apply to damage claims:

• Where you have authorised delivery in your absence and goods are left at the property, you accept full responsibility for the goods from the point of delivery. Any subsequent damage claim will be assessed solely on the photographic and documentary evidence available.
• Where goods are delivered to an unattended address and no delivery note notation of damage is made, we reserve the right to reject any damage claim on the basis that the damage could not be verified as transit damage.
• Wide Wings Tiles Ltd strongly recommends that someone is always present to receive and inspect goods at the time of delivery.
• Where goods are collected by the customer, their courier, or any third party arranged by them, it is the customer’s responsibility to inspect the goods carefully at the time of collection and loading. Once the goods have been checked, loaded, and have left our premises, Wide Wings Tiles Ltd accepts no responsibility for any breakages, chips, cracks, or other damage identified afterwards, unless such damage was clearly recorded and acknowledged before the goods left site.

6. Damage Not Covered

The following types of damage are not covered under this policy and will not be considered for replacement, credit, or refund:

• Damage discovered after tiles have been installed, regardless of when the damage is believed to have occurred.
• Damage resulting from improper storage, handling, or moving of tiles after delivery.
• Natural colour variation, shade variation, tonal differences, or surface texture variation, which are not defects.
• Damage caused by the customer, their contractors, or any third party after delivery.
• Damage within the accepted 5% industry tolerance as described in Section 2.
• Damage to tiles that were not reported within the 24-48 hour window.
• Claims submitted without adequate photographic evidence.

7. Fraudulent or Exaggerated Claims

Wide Wings Tiles Ltd takes fraudulent, exaggerated, or misleading claims extremely seriously. Where we reasonably believe that a damage claim has been fabricated, exaggerated, or that damage has been caused deliberately or after delivery in order to obtain a replacement or refund, we reserve the right to:

• Reject the claim in its entirety.
• Permanently withdraw trade, credit, or account facilities from the customer.
• Refer the matter to our legal representatives and, where appropriate, to the relevant authorities.
• Pursue recovery of any sums already paid or goods already replaced as a result of a fraudulent claim.

8. Our Liability — Limitation

In all damage scenarios, Wide Wings Tiles Ltd’s maximum liability is limited to the value of the damaged goods as paid by you. We shall not be liable under any circumstances for consequential losses including but not limited to contractor or labour costs, accommodation costs, project delays, loss of profit, loss of use, or any indirect losses arising from damaged or delayed goods.

9. Contact Us

If you need to report transit damage or need help understanding whether a claim may qualify, contact our team using the details below.