Due to the fact that many of our products are natural or handmade, colour and texture variations will occur, this however it is all part of the overall appearance of the product and is considered a characteristic not a flaw. Variation is to be expected with all natural products, if goods are returned for this reason then the conditions detailed below will apply. The customer should be aware of the grading and the particular characteristics of each product before completing the purchase. Items such as shading, colour variation, extent and/or colour of filler and knots or fossils, are not reasons to reject or site select the material. The customer or their appointed fitter should be the person/s that check the goods before fitting. Once the goods are fixed Pietra cannot replace the goods. Fitting means acceptance, if you are not sure, then do not fix.


Please ensure that all measurements given are accurate, PWAS LTD cannot accept returns due to miss measurement. All goods should be inspected upon delivery. As with usual practice within the industry please allow a minimum of 5%-10% for overall wastage during the fixing process. All damages should be recorded at the time of delivery on the delivery paperwork. No responsibility can be accepted if this is not done. When PWAS LTD provide estimates created from plans sent by the customer, it is the responsibility of the customer or their installer to ensure the quantities shown are correct.


Payment for all goods must be received at the time of ordering. Account holders must make payment as arranged. Payments made by Debit Card will require term of clearance, before goods are dispatched. Credit cards are not accepted. Bank Transfers will provide immediate confirmation of order once funds are shown in our account.


As with all of the samples and displays in our showrooms, any individual samples and displays are for guide purposes only and should not be taken as an exact representation of a subsequent order.


All dimensions are approximate only. Coverage given for all sealants, adhesives and grouts are for guidance only and are based on average use and average coverage. PWAS LTD cannot be held liable for any over ordering or under ordering as all of these products vary in use from product to product and variable factors in each individual circumstance. As per usual practice within the tile industry size variation of up to 5% is to be expected on all tile size measurements.

Returning of Goods

Returns are not normally accepted and will be at the discretion of PWAS LTD. We do not accept the return of any tiles or wood flooring due to over ordering. The return of any goods will be subject to a re-stocking charge of 25% of their value, or a minimum charge of £10.00 whichever is the greater. There will be no acceptance of any Grouts or Adhesives that have been opened. Only goods that have not been used in any way can be accepted. Palletising returned goods are the responsibility of the customer. Transport costs for the returning of goods will be charged to the customer. Once the goods have been installed PWAS LTD cannot be returned.

Special Order Items

Products marked “SOI” cannot be returned unless otherwise agreed in writing. These products are made to order and for your specific requirement.

Estimates & Quotations

PWAS LTD reserves the right to withdraw any quotation or estimate at any time. No quotation or estimate issued by PWAS LTD shall constitute an offer to supply goods and or services. All quantities shown on estimates and quotations must be checked by the customer prior to the placing of any order.


Travertine by nature is a product characterised by a holed and pitted surface. These cavities can often be hidden under a seemingly solid surface and under normal use can be exposed. It is recommended that travertine tiles, especially Honed & Filled be used in light domestic applications only and even then a maintenance program that may include re-filling the exposed cavities will be necessary. These cavities as previously stated are a characteristic and not a fault and this type of maintenance will be the responsibility of the purchaser and not of PWAS LTD.

Anti-Fracture Membrane

In all floor tiling scenarios PWAS LTD recommends the use of an "Anti-Fracture Membrane or Tile Backing Board" If this is not used, PWAS LTD will not be responsible for the failure of the flooring due to sub floor movement.

Circumstances Beyond Our Control

If the supply of any of our products is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event.
PWAS LTD will not be liable for any loss of profits or loss of business or any indirect or consequential loss caused by a shortfall in the quantity of, damage to, or defect in the goods delivered. PWAS LTD will not accept any liability in respect of lost working time or the cost of third party contractors.


Procedures for Damaged Delivery

Please make sure that when delivery is made all products are checked and any breakages are stated clearly on the delivery note. This will ensure a speedy response from our customer services since all our deliveries are insured against breakages. In the event that you sign for the order that includes damaged products and do not clearly state the damage on the delivery note we reserve the right to refuse any replacements or refunds. Please note that we request a written confirmation of any breakages within 48 hours of the delivery.

1. Check your delivery fully. If any damages have occurred, state on your delivery note and sign it as “damaged”. If you have not signed the delivery note “damaged”, then we reserve the right to refuse any replacements.

2. Inform us at once that they are damaged. We may ask you to send us a written confirmation of breakages.

3. Take digital photos of the damaged items, this will help the claim from the insurance company so forward these images to us as soon as possible.

Delivery Company & Delivery Site

All deliveries are subcontracted to national pallet networks which involves central hubs, and independent local depots all over the country. PWAS LTD cannot guarantee delivery on a specified date and cannot be held responsible for late delivery or any subsequent delay or loss due to late delivery.
Therefore, it is important that we are informed, at the time of your order, of any restrictions that may cause any problems for the delivery lorry that is usually large. Thus, please try to ensure that any cars or other obstacles that may be present are removed before delivery.
You may be charged for redelivery if you have not told us of any possible restrictions. The other restrictions you must let us know about are: parking restrictions & congestion charges, narrow lanes & roads, slopes, height restrictions & weak bridges.
We strongly advise that you do not book your tradesmen to install your product on the actual delivery date. PWAS LTD cannot be held responsible for late delivery and any costs that may occur due to tradesmen being on site.

Kerbside Delivery/Drop-off Point

The delivery driver cannot help with moving the products inside the delivery site. Your delivery is Kerbside and the load will be dropped at the nearest convenient point to the site, which could be the roadside.
Anything you can do to help ensure the order can be dropped closer to your place would be appreciated.
You (or somebody else on your behalf) must be there to receive the delivery, otherwise your delivery will not be off-loaded and you will be charged extra for redelivery.
Please make sure that when delivery has been made all products are checked and the delivery note is signed.
We will not accept any discrepancies if the delivery note is signed UNCHECKED. If you have asked someone else to receive the delivery on your behalf, they must be thoroughly informed of these conditions.

Pallets & Crates

Normally, your order will arrive on pallets or in crates. These pallets and crates are part of your order. It is not the responsibility of PWAS LTD to remove these from site unless otherwise agreed.

Delayed Orders

Orders will be stored for 2 months free of charge, after 2 months storage will be charged at £10.00+VAT per pallet per week. Please also keep in mind that if an order is ready, and you are not able to take delivery 2 weeks after it has been ready, payment is required in full.

By placing an order with PWAS LTD you are deemed to have read and agreed to the above terms and conditions.

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