Terms of service

1. Who we are

Tilerie, registered with the Dutch Chamber of Commerce (KvK), Markerkant 13-11, 1314 AL Almere, the Netherlands. Email: info@tilerie.com. Chamber of Commerce number: 80513573. VAT number: NL003449094B70.

2. What these terms apply to

These terms apply to every offer from Tilerie and to every order you place via tilerie.nl or tilerie.com. You can read and save them before you order. If you are a consumer, you always keep the rights the law gives you; these terms never take them away.

3. Our offer

We describe our products as clearly as we can. Product photos and sample designs give an impression: small differences in colour and detail are possible, partly because of your screen. For a personalised tile, we make the design from your own photo. After uploading, you see a preview. Obvious mistakes or errors in the offer do not bind us.

4. Your order

The agreement is formed as soon as you have completed and paid for your order. You receive a confirmation by email straight away. We may refuse an order if there is a good reason, for example a suspicion of misuse. In that case we let you know as soon as possible and refund you immediately.

5. Your own photo

• You are responsible for the photo you upload. Check the preview and the crop carefully before you pay.
• Only upload a photo you are allowed to use: you own the rights yourself, or you have permission from the photographer and from any recognisable people in the photo.
• We do not make products with content that is unlawful or offensive. In that case we contact you and refund you.
• We only use your photo to make your order. Read our privacy policy to see how we handle your data.

6. Prices and payment

All prices are in euros and include VAT. You see the shipping costs before you pay. You pay at checkout with one of the payment methods we offer.

7. Delivery

If you order before midnight, we make and ship your order the next working day; delivery in the Netherlands and Belgium then usually takes 1 to 2 working days. Delivery times to other EU countries are in our shipping policy. You see the expected delivery date on the product page. These are estimates. If we cannot deliver within 30 days, you may cancel the order free of charge and we refund you within 14 days. The risk of loss or damage only passes to you once you have received the order.

8. Cooling-off period and withdrawal

Are you a consumer buying a product we do not make especially for you, such as a ready-made tile or a tile stand? Then you may withdraw from the purchase within 14 days of receipt without giving a reason. You can do this easily with our online withdrawal form or by email. Our refund policy explains how this works, what returning costs and how we refund you.

Personalised products, such as a tile with your photo, are made especially for you. The right of withdrawal does not apply to these products (Article 6:230p(f) of the Dutch Civil Code, based on Article 16(c) of EU Directive 2011/83/EU). We tell you this on the product page before you order.

9. Guarantee: damaged or wrong? Remade for free

Our products must do what you can reasonably expect of them; that is your legal guarantee. On top of that, we promise: if your order arrives damaged, or we made a mistake, we remake your product for free. Report it within 14 days of receipt via info@tilerie.com and include a photo. This promise comes on top of your legal rights and does not limit them.

A flaw caused by the uploaded photo not being good enough is not covered by this promise. Damage caused by incorrect use, such as a fall, is not covered either.

10. Complaints

Do you have a complaint? Email us at info@tilerie.com with your order number and a short description. You receive a full answer within 14 days. If we cannot resolve it together, you can take the dispute to the competent court.

11. Applicable law

Dutch law applies to these terms and to every order. If you are a consumer living in another EU country, you keep the protection that the mandatory law of your country gives you.

12. Changes

We may change these terms. Your order is always governed by the terms that applied at the time you ordered.