At Maitland & Poate, we are dedicated to ensuring you are completely satisfied with your purchase. Please read the following guidelines regarding returns, cancellations, and modifications of orders.

1. Return Process for Goods

• New Cement Tiles: Unfortunately, new cement tiles cannot be returned unless they arrive damaged or are arranged for return by contract with Maitland & Poate.

• Antique Tiles: Antique tiles may be returned within 30 days of receipt. A 75% refund of the purchase cost will be provided, minus return shipping costs, which are the responsibility of the customer.

• Lime Paint: Lime paints can only be returned by contacting us directly at admin@maitlandandpoate.com, where we will discuss and agree on the terms for the return by contract.

Sample Tiles: Samples of new cement tiles and lime paints are non-returnable. Antique tile samples may be returned only if arranged by contract with Maitland & Poate.

If the return of goods is agreed upon, the return value will be based on the current price listed on our website at the time of the return agreement.

2. Cancellation of Orders

• New Cement Tiles: Orders for new cement tiles cannot be cancelled later than 24 hours after the order is placed, as they are handmade and custom-made products.
  

• Antique Tiles: Orders for antique tiles cannot be cancelled later than 24 hours after the order is placed, as restoration work begins immediately.
  

Lime Paint: Orders for lime paints cannot be cancelled once placed.

3. Modifications to Orders

• New Cement Tiles: Orders for new cement tiles may be increased (by adding more units) within 7 days of the original order. However, orders cannot be decreased after 24 hours. Any modifications after 7 days may incur additional delivery charges.
  
• Antique Tiles: Modifications to orders of antique tiles can be made, such as increasing the number of units ordered, without extra shipping charges, provided the order has not already been dispatched. Delivery charges may vary depending on the number of units added.
• Lime Paint: Modifications to lime paint orders must be discussed and agreed by contract with Maitland & Poate through admin@maitlandandpoate.com.

4. Quality of Goods

• New Cement Tiles: Our new cement tiles are crafted using natural pigments and handmade stencils, which may result in slight variations in colour and tonal finish between tiles.

• Antique Tiles: Antique tiles are reclaimed from historic buildings, and variations between tiles are expected. Small chips and blemishes may occur, and these are accepted when purchasing antique tiles. 

• Lime Paint: As an organic product, the finish achieved with lime paint may vary depending on the water mix and application process. 

5. Delivery of Goods

• Each product page on our website specifies the lead time for delivery. We strive to deliver within the given timeframe, but we are not responsible for delays caused by third-party shipping partners.
• If you and Maitland & Poate agree by contract to shorten delivery times, these can be adjusted accordingly.

6. Pricing and Payment

• All pricing, including product cost, delivery charges, and VAT, will be clearly displayed at checkout.
• Payment for products must be made in full before any goods are dispatched.
• Product prices do not include delivery costs unless explicitly stated.

Contact Us

For further assistance, or to discuss returns, cancellations, or modifications, please don’t hesitate to contact us at:

• Email: hello@maitlandandpoate.com
• Phone: +44 20 3983 3631