Terms & Conditions

The following terms and conditions apply to all transactions and an order will be deemed to be acceptance of such terms and conditions. 4Thehouse Limited T/A TravertineDirect.co.uk Registration No: SC493397, may be recorded as “we”, “us, “our” or “Travertine Direct” within these terms and conditions. These terms and conditions may also refer to the customer as “you”. Consumer sales” includes those who are purchasing for purposes outside of their normal business or profession.

1. Prices

I. Prices are in pound(s) sterling (GBP) and are exclusive of VAT.

II. VAT will be added to all charges at the current rate where applicable.

III. Travertine Direct reserves the right to revise prices and details without notice.

IV. Where products are supplied in a pattern format involving several different sized products to complete a pattern, Travertine Direct will only supply the pattern set whole and not individual constituent parts.

V. * All promotion prices and minimum spend amounts quoted are exclusive of VAT and delivery and cannot be used in conjunstion with any other promotion.  Sales items are not included in any promotion.  We reserve the right to withdraw the promotion at any time and only when goods are avaialble from stock.  

2. Payment, Privacy and Security Business Sales

I. Payment should be made by cheque payable to 4Thehouse Limited, Delta Mastercard, Solo, Switch or Visa at the time of the order unless otherwise agreed. A standard charge of 2.5% for credit card transactions will be applied to all orders.

II. All goods remain the property of Travertine Direct until payment is received in full. If payment is not received prior to delivery, Travertine Direct reserve the right, unless previously agreed in writing, to charge interest on any payment or part payment not made within 30 days of order at a rate equivalent to 5% above HSBC base rate, calculated on a monthly or part month basis.

III. All information collected for a purchase is done so to best process your order. You, the customer, is to the utmost importance to Travertine Direct. We will never divulge any of your personal data to anyone.

IV. All of your card details are secured with Sagepay, an online payment gateway for credit card processing.

V. Travertine Direct will never see the credit card details provided through an online payment, as Sagepay processes them for us.

VI. Travertine Direct does not record or store card details provided via the telephone.

3. Delivery

I. Delivery charges will vary dependant on size, weight and distance from Travertine Direct. Once agreed, these will form part of the purchase price.

II. Travertine Direct use a 3rd party logistics comapny and they will endeavour to deliver all goods on the agreed date as stipulated on the order. However, a change of order may impact on the delivery date and this should be confirmed when amending an order.

III. In the event of any one or more items being out of stock, Travertine Direct will inform the customer and give an estimated delivery date.

IV. Delivery will be to a mainland UK address only unless previously agreed. If no one is available at the address at the time of delivery, the driver will retain the goods, and Travertine Direct will await further instructions. There will be an extra delivery charge in this situation, which must be paid before re-delivery.

V. If the goods are to be left without the customer being present, then full payment must be received prior to delivery, and Travertine Direct cannot and will not accept any responsibility for incorrect delivery, damage to goods or loss of goods when the customer is not present to accept the goods. The delivery company, in most cases, will leave notification of the attempt to deliver.  

VI. All delivery times and dates are subject to factors outside the control of Travertine Direct will keep the customer informed, but Travertine Direct cannot accept any liability for force majeure, war and other hostilities, civil commotion, accidents, strikes, lockouts, trade disputes, acts of restraints of government, imposition or restrictions of imports or exports or any other cause not within the reasonable control of Travertine Direct.

VII. Delivery may take place any time Monday Friday between 8.00am and 6.00pm (excluding bank holidays). Travertine Direct are unable to offer timed deliveries unless pre agreed and a timed delivery has been paid for.

VIII. All deliveries will be delivered to the address stated on the order and this will typically be a curb side delivery, depending on the vehicle used. If curb side delivery is not suitable, goods will be unloaded to the nearest easily accessible and safe access point for the address stated.

IX. Travertine Direct is not responsible for onwards handling at the property once initial delivery has been completed. All goods should be checked against order and an acceptance signed. If no signature is obtained, it will be assumed the goods are accepted in full.  It is your responsibilty to check the goods upon delivery.

X. Shortage, damage and incorrect deliveries notified to Travertine Direct within 3 working days of receipt will, wherever possible, be rectified within a further 7 working days, subject to availability, transportation and if outside the standard 10% waste allowance which is an industry standard recommendation to allow for small imperfectioons and damage in handling or manufacture. Thereafter, any remedial action will be at the entire discretion of Travertine Direct.  Redelivery charges may apply. A signed POD stating the damage will be required.

XI. Customers should email customercare@travertinedirect.co.uk or telephone 0113 2651093 in the event of any issue relating to delivery or the goods themselves.

XII. Travertine Direct does not accept liability for lost working time or delayed delivery and will not pay any compensation whatsoever.

XIII. The transport and carriage of goods by customers or their own contractor is entirely at their own risk. Travertine Direct cannot accept any liability whatsoever for any damage, loss or inconvenience arising out of the transport or carriage of goods where the customer has arranged such transport, or carriage.

XIV. If, when delivered, the customer cannot see any noticeable damage, yet finds damages when opening the goods, they have 24 hours from the delivery time to report any concealed damages to Travertine Direct.  If this damage falls outside the standard industry recommendation of 10%, we will endevour to offer a solution if your order is short.  Please speak to our sales team to discuss options.  Re delivery charges may occur if outside the 24 hours.   

XV. If any noticeable damage is not signed for during delivery, or is discovered after a 24 hour period after delivery, no matter the severity, Travertine Direct are not responsible for refunds, replacements or any losses.

4. Online images, samples and descriptions

I. All images and descriptions of online goods are an approximate depiction to the best of our ability.

II. All goods differ in colour due to geological variation. Travertine Direct recommends that you research the goods appropriately before making any purchases.

5. Product notes

I. If purchasing solid or veneered wood, one should allow the wood to acclimatise in the room in which it is to be installed, for one week. This will allow the wood to acclimatise to the temperature and moisture settings of that particular room, minimizing issues of expansion and contraction in the future.

II. One of the characteristics of Travertine tiles are the holes/voids in the surface which are a feature of Travertine and the holes can vary from pinholes to large irregular holes depending on quality. The holes can be filled with grout when fitting the tiles or filled at the factory where the tiles are given a honed or polished surface.

III. Filled and honed tiles are usually more expensive than unfilled however this depends on the finish; brushed tiles cannot be filled and are preferred due to their “rustic” appearance. As with all products, quality can vary dramatically as Travertine tiles are often graded into quality groups such as Premium and Select. Unless stated, we do not sell commercial grade and we offer only quality Travertine.

IV. Holes can usually appear in filled Travertine tiles when they are installed on the floor and in relative high traffic areas, such as kitchens and hallways. This is caused by the factory filling breaking down or voids just under the surface breaking through. It’s not as bad as it sounds, but it can happen regardless of the quality of material, although the better and more expensive materials have less filling, so this is consequently minimised. The factories can only fill holes that are visible and some voids can occur just underneath the surface that can break through. These voids can be filled using a suitable Grout or an Epoxy Resin. The easy method is to simply fill the void with a matching grout usually the same as was used between the tiles when they were fitted. It is impossible to guarantee that that voids will never occur with Travertine tiles, it is a natural product and is perfectly normal for holes to appear.

V. Travertine needs to dry out prior to fitting, due to the manufacturing process where water is used; it is common for the tiles to be wet for at least 30 days after the manufacturer has had them. Please allow time for the tiles to dry out and make note that as the tiles dry the colour will get lighter. We cannot guarantee the tiles will be fully dry upon delivery due to the high level of stock in and out.  Tiles can take weeks and months to dry out fully and they will get lighter as they dry.  All our samples are dry and therfore could be lighter. 

VI. Due to the products natural geological variations within travertine (tiles or slabs) we, nor the quarry, can guarantee that orders placed at separate times will come from the same batch/supplier and as a result variation between batches / suppliers can occur. If you are trying to match a product to a previous order please specify this at the point of ordering and we will do our best to help. 

VII. Any advice given by our staff relating to fixing products or installation is given in good faith but should be used as a general guide only as we have no carried out a survey of the place of installation of the Goods and cannot therefore be sure that our advice is correct. It is your responsibility to purchase the correct flooring fixing products and sealants for the environment in which the Goods will be installed. We recommend that you take advice from a professional fitter.

6. Guarantee

I. We at Travertine Direct have a guarantee on all of our products. Should you find like for like products at a lower price in any other retail store, Travertine Direct will be happy to match the price and refund the difference. Items must be at full price to be able to be price matched and cannot be sale price.

II. To proceed with this Guarantee you must, provide a written quote from the company within 7 days of your order, provide proof that the product is of UK stock and that the company is a legitimate, registered business.

7. Returns Policy

I. Travertine Direct can arrange collection of the goods for a charge, which should be confirmed prior to requesting collection. When loading any returns to your chosen transport company, please take photographs of the goods prior to loading and ask the driver to acknowledge the condition of the goods. Any damage in transit by the transport company will be a matter of contract between yourself and the transport company direct, it will not be a matter for Travertine Direct, nor will we take any responsibility for any loss or damage.

II. A customer and trade adviser is on call Monday to Friday between the hours of 10.00am and 4.00pm by email on customercare@travertinedirect.co.uk or telephone 0113 2651093.

III. Where payment is made by a credit/debit card, any refund will be to the same account.

IV. We reserve the right to request documentary evidence, such as a photographic evidence, of the damage or fault. Failure to provide such evidence when requested may result in Travertine Direct being unable to refund or replace your Goods.  Any false claims will be classed as fraud and may result in legal action. 

V.You must inspect the Goods on delivery or collection to ensure that they are the correct type, of satisfactory quality, undamaged and the correct amount. If they are not you must notify us within 48 hours of delivery or collection. This is to ensure you received either replacements, corrections, or a refund for the Goods you have obtained. In this case we apply our rights, as described above, for photographic evidence. If you do not reject them within this time, or you have installed them, you will be deemed to have accepted them and Travertine Direct will have no liability to you. The foregoing set out your only right and remedies in relation to the Goods and all other terms and conditions, expressed and implied relating to the quality or fitness for purpose of the Goods are hereby excluded to the fullest extent permitted by law.

VI. In the unlikely event that the customer is unhappy with the goods supplied, they must be returned to the Travertine Direct premises within 14 days of purchase and the goods will be replaced on conformation that the goods are in the same condition as delivered. Additional charges may apply. If you decide the goods are unsuitable for any other reason than defects, we will take the goods back into stock for a restocking charge of 20%, excluding delivery and offer a refund, no quibble (excludes special order items or sale items which are non refundable unless faulty).

VII. Without exception, no returns will be accepted after 14 days. Shortages, damages and incorrect deliveries must be notified to Travertine Direct within 24 hours of receipt and, wherever possible, will be rectified within a further 5-7 working days subject to availability. A copy of a signed POD must be provided.

VIII. If the Goods are not of the correct type or of a satisfactory standard, then you should notify Travertine Direct within 7 days of arrival of the goods to your delivery address. We shall then undergo the refund or replacement processes to the incorrect or unsatisfactory goods. In line with section 3, we offer no compensation for lost time or income.

IX. In the event that the fault with the order proves to be an error on the customers’ behalf, you will be required to bear the costs of redelivery of replacement good and collection of the original goods.

X. If an incorrect amount of the Goods are delivered or collected, you should notify Travertine Direct within 7 days. Failure to do so will amount in any additional costs being directed towards the consumer.

8. Responsibility for Goods

I. The customer will be responsible for goods from the immediate time they are delivered. Travertine Direct will accept responsibility for goods whilst they are in transit so that, if they are damaged on arrival, under Travertine Direct returns policy, Travertine Direct will replace free of charge. However this will be the full extent of Travertine Direct liability.

II. Travertine Direct accepts no liability for suitability of goods ordered by the customer unless the customer specifically states in writing, prior to placing any order, that there are particular requirements for the product.

9. Unwanted Goods

I. Some of Travertine Direct products are made to order, which means they cannot be exchanged or returned at all unless the product is defective. In this case, Travertine Direct will notify the customer that the item is non-returnable before the order is accepted.

II. Travertine Direct will, wherever possible, provide material samples in advance. Custom made orders must have detailed specifications signed and agreed by both the customer and Travertine Direct prior to manufacture. Any delay in this is the customers’ responsibility.

10. Cancellation Policy

Once placed, orders cannot be cancelled except where a non-refundable deposit has been taken by Travertine Direct. Where goods are not custom made, Travertine Direct will agree to the cancellations of the order, provided that a minimum of two weeks’ notice is given of such intention prior to delivery.

11. Health and Safety

I. Travertine Direct’s intention is to comply at all times with the relevant UK laws including health and safety at work and Environmental Protection acts.

II. It is strongly advised that all suitable precautions are taken off-site, as the majority of the products are heavy in weight.

III. Note that gloves and goggles as well as other suitable safety clothing must be worn when handling products supplied by Travertine Direct.

IV. All customers are referred to health and safety guidelines in connection with goods, as no liability shall fall on Travertine Direct once the goods have been delivered to the customer.

12. Law and Jurisdiction

I. These terms and conditions shall be governed and construed in all respects according to laws of England and shall be subject only to the jurisdiction of English Courts. If any provision in these terms is found to be invalid by any court, the validity of that provision will not affect the validity of the remaining provisions of these terms, which shall remain in force and effect. Failure by either party to exercise any right or remedy under these terms does not constitute a waiver of that right or remedy. Headings in these terms are for convenience only and will have no legal meaning or effect.

II. All designs and imagery used within the Internet site, publicity leaflets, advertising and publications is copyright of Travertine Direct Ltd and any reproduction must only be with the express permission of Travertine Direct in writing.

III. You may not create a link to this website from another website or document without Travertine Direct’s prior written consent.

IV. The website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.

13. Copyright

I. All designs and imagery used within the Internet site, publicity leaflets, advertising and publications is copyright of Travertine Direct Ltd and any reproduction must only be with the express permission of Travertine Direct in writing.

II. You may not create a link to this website from another website or document without Travertine Direct’s prior written consent.

III. The website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.