Returns Policy/T&C's

We understand that your order may be different than expected after only seeing a sample, and we will do all that we can to ensure you are happy with you order. We can offer an exchange on any non-bespoke or made to order handmade or reclaimed tiles, provided that they are returned to our warehouse at Unit 14, Marston Business Park, Tockwith, Nr Wetherby, YO26 7QF within 14 days of receipt. 

The client is liable for the cost of returning the goods, and as we are unable to take any responsibility for damage of returned goods whilst in transit, we would ask that you ensure the goods are insured for transportation. Please contact our customer services team, who will be happy to help you find the right service, or arrange on your behalf.

We are unable to offer any exchanges or refunds on bespoke products. 

All made to order and bespoke wood, tap, basin and paint orders are non refundable or exchangeable. This is due to the costs incurred in the preparation of the products that begins once the order has been placed.

Please make sure that you are happy with your tiles or wood before they are manipulated, fixed or installed. Once these processes have begun, we are unable to exchange, as fixing and cutting means that we would be unable to resell the product.

This does not affect your statutory rights.


Terms & Conditions:

All orders are placed with Bert & May which is a business name of Bert and May Group Limited, Registered in England No. 07760714. VAT registration No. GB 139944668 Registered Office: Unit 14, Marston Business Park. Nr Tockwith. YO26 7QF

These terms and conditions will apply to all sales of products made and supplied by Bert & May to our customers.


1. Orders are automatically placed with our suppliers immediately after the order is confirmed.  We are therefore unable to cancel orders once confirmed and they will be delivered to you. Please refer to section 6 for details of how to return products that have been delivered. 

1.2 With the exception of ‘bespoke’ orders, you may amend your order with us up to 72 hours before the dispatch date.  Please contact Customer Services on 0203 744 0776 or email Order amendments may delay the previously agreed delivery date and time. We will endeavour to amend your order in time for despatch as previously agreed; however, should there be insufficient time we will make contact with you to re-arrange a later delivery date.

1.4 A ‘bespoke’ order includes all paint orders, a custom colour or bespoke tile design, all bathroom fittings, all made to order goods, and any products that differ from the standard description in our catalogue and cannot be cancelled.

1.5 Amendments to an order must be of equal or higher value. Any increase in the order value must be paid for at the time of the amendment. Any amendment resulting in a value decrease will be viewed as a cancellation.

1.6 If you exercise your right to cancel or amend your order, any refunds due will be refunded within 14 days of the date the credit note being s issued.


2.1 We warrant that on delivery the goods shall:

2.1.1 comply in all material respects with their description on the order;

2.1.2 be of satisfactory quality;

2.1.3 be fit for purpose we say the goods are fit for or for any reasonable purpose for which you use the goods;

2.1.4 be free from any material defects in design, material or workmanship; and

2.1.5 comply with all applicable statutory and regulatory requirements for selling the goods in the United Kingdom.

2.2 The warranties set out in this clause 2 are in addition to your legal rights in relation to goods which are faulty or which do not otherwise confirm with these Terms.  Advice about your legal rights is available from your local Citizens’Advice Bureau or Trading Standards office.

2.3 This warranty does not apply to any defect in the goods arising from:

2.3.1 fair wear and tear, wilful damage, accident or negligence by you or any third party;

2.3.2 use of the goods in a way that we do not recommend;

2.3.3 your failure to follow instruction (including instructions about use, cleaning and servicing of the goods) which we have provided to you; or

2.3.4 any alteration or repair you carry out without prior written approval.


3.1 The price of goods shall be the price in force at the time you confirm your order.  We reserve the right to update our price list from time to time without providing specific notice to you.

3.2 The price includes VAT (unless otherwise stated).  VAT will be charged at the rate applying at the time of delivery.

3.3 The price or goods excludes delivery (unless otherwise stated).  The cost of delivery shall be as specified in the order.

3.4 Payment of all goods must be made in advance and no later than within 7 days of the goods being ready to be dispatched to you. We accept payment with Visa, Maestro and MasterCard payment cards. 

3.5  In the event that you request Bert & May to store goods on site prior to delivery to your address, Bert & May reserve the right to charge for providing this service.  This will be invoiced to you upon receipt of the goods by Bert & May and is payable in advance.  This does not affect the due date of any outstanding payments due in relation to the goods, which remain payable in accordance with 3.4 above.


4.1 The goods will be delivered to your delivery address specified on the order. 

4.2 Delivery of the order shall be complete when we deliver the goods to you.

4.3 If we are not able to deliver the whole of the order at one time for any reason including operational reasons or shortage of stock, we will deliver the order in instalments.  We will not charge you extra delivery costs for this.  If you ask us to deliver the order in instalments, we may charge you extra delivery costs.  Each instalment shall constitute a separate contract.  If we are late delivering an instalment or one instalment is faulty, that will not entitle you to cancel any other instalment.

4.4 We will take reasonable steps to meet the delivery estimate set out on the order (or as otherwise agreed between us in writing).  However, occasionally delivery may be affected by factors which we do not control and so cannot be guaranteed.  We will let you know if we become aware of an unexpected delay and will arrange a new delivery with you.  We shall have no liability for late delivery except where time has been made the essence of the contract and agreed by both parties in writing at time of ordering.

4.5 Please advise us if access to the delivery address will be difficult for an 8ft 6in wide, 30ft long high-sided vehicle. Should any doubt exist, please contact Customer Services on 0203 744 0776 to make alternative arrangements.

4.6 We may decline to deliver the goods if:

4.7.1 we believe that it would be unsafe, unlawful or unreasonably difficult to do so; or

4.7.2 the premises (or access to them) are unsuitable for the delivery vehicles we use.

4.8 If you fail to take delivery of the order, then, except where this failure is caused by a failure by us to comply with these Terms:

4.8.1 we will store the goods until delivery takes place and may charge you a reasonable sum to cover expenses; and

4.8.2 we shall have no liability for late delivery.

4.9 Once received, please check all goods within 14 working days.  We reserve the right to refuse claims for damaged or missing goods made after this time unless a longer period of time has been previously agreed in writing.


5.1 We warrant that, on delivery, all goods shall comply and conform in all material respects with their descriptions on our website and any information, specifications and guidance which is set out on our website.

5.2 Subject to clause 5.3, if either of us fails to comply with these Terms, neither of us shall be responsible for any losses that the other suffers as a result, except for those losses which are an obvious result of the failure to comply with these Terms, or which both you and us knew might occur as a result of a failure to comply at the time at which you purchased the Goods.

5.3 Neither you or we shall be responsible for the following foreseeable losses:

5.3.1 Business losses, which includes loss of business, business interruption, loss of profits or loss of revenue or   income.

5.3.2 Loss of any savings which you or we were expecting to make;

5.3.3 Loss of data; or

5.3.4 Any waste of time.

However, this Clause 5.3 shall not prevent claims for foreseeable loss of, or damage to, your physical property.

5.4 Neither of us will exclude or limit in any way our own liability for:

5.4.1 death or personal injury caused by our negligence; or

5.4.2 fraud or fraudulent misrepresentation; or

5.4.3 any breach of the obligations implied by section 17 of the Consumer Rights Act 2015; or

5.4.4 losses for which it is prohibited by section 7 of the Consumer Protection Act 1987 to limit liability; or

5.4.5 any other matter for which it would be illegal or unlawful for either you or us to exclude or attempt to exclude our own liability. You may obtain information about your legal rights by contacting your local Citizen’s Advice Bureau.


6.1 Should you wish to return your order following delivery you may do so by informing us within 14 working days of receipt of delivery.  Goods must be returned to us and we ask that you take reasonable care when handling the goods and return the goods to us unopened, unused and in their original packaging, where possible.

6.1.1 Please confirm your intent to return the order by calling Customer Services on 0203 744 0776 within 14 working days of receipt; we will confirm to you a returns address and reference for your package.

6.1.2 The cost of returning the goods once delivered is at your own cost and risk;

6.1.3 We are not responsible for any loss or damage to any returned goods in transit and as such, we recommend that you return the goods through a recorded delivery service.

6.1.4 When returning goods please carefully package the goods together with your returns reference. 

6.1.5 If returned goods are lost or damaged in transit, we reserve the right to charge you for any loss or damage.

6.1.6 Where we have agreed to the return of goods, these goods must be returned within 14 days of the notice of intent.

6.2 In the unlikely event that the goods do not conform to these Terms, please let us know as soon as possible by contacting Customer Services on 0203 744 0776.

6.3 We will, at our option:

6.3.1 inspect the goods at your premises;

6.3.2 collect the goods on a date agreed between you and us; or

6.3.3 ask you to return the goods to us.

6.4 If the goods are found by us to be defective, and we have asked you to return the goods to us at your cost we will reimburse you for third party delivery costs involved in the return.

6.5 Any goods manipulated, fixed or installed will be considered accepted by you and are not eligible for return.

6.6 Bespoke and made to order products, as defined in 1.4, are not eligible for return.

6.7 All made to order and bespoke wood, tap, basin and paint orders are non refundable or exchangeable. This is due to the costs incurred in the preparation of the products that begins once the order has been placed.

6.8 If you exercise your right to return your order, any refunds due will be refunded within 14 days of receipt of goods.