Terms & Conditions

The Company

JoJa Home Limited is a company registered in England and Wales
Company number 12770212
VAT number 360 1844 16
In Our Terms of Business, we may use ‘Joja Home Ltd’, ‘Joja.uk’, ‘Joja’, ‘we’, ‘us’ or ‘our’ to refer to Joja Home Ltd.

Ordering

Once your order is placed we will send you an email to confirm your order number and details. Please check your order as amendments will not be able to be made after dispatch, any amendments requested after dispatch may incur additional delivery costs. Acceptance of order occurs once the order has been dispatched. In the unlikely event that factors such as high risk fraud screening results, stock availability, shipping issues outside of our control, or other such issues that will impact on the usual service we may need to contact you to offer an alternative service or product, or cancel your order. These are unlikely events and we will always work closely with our customers to find a suitable solution.

We recommend purchasing at least 10% extra to account for wastage whilst installing. This avoids the risk of any extra product being required which may be from a different manufacturing batch and a slightly different shade and/or calibre. We also recommend you save any leftover tiles in the event of any future damage so that you have a replacement that is from the same batch.

Orders are checked prior to shipping but if damages do occur in transit the customer will need to advise within 48hrs by emailing support@joja.uk and attach a photo of the damaged products and packaging/pallet. We will provide replacements or a refund as a priority.

Delivery

Delivery cost is calculated at checkout and is weight dependant. For Express delivery for UK mainland (1-3 days) we aim for next business day delivery, and usually achieve it, but cannot guarantee it. For standard delivery we aim for 2-4 days but cannot guarantee it for all regions. For delivery outside of the UK please contact us for a quotation.

All tile deliveries will be pallet deliveries delivered to the kerbside, this will be the closest external location to the property where there is a suitably flat surface leading from the delivery vehicle. The delivery driver will not be able to assist with the unloading or to help with carrying the goods inside your home. Delivery lead times given are an estimate, we recommend that you do not make arrangements with an installer until you have received the products. If a delivery cannot be made because of your actions or omissions then we may charge you for the costs incurred. Once the goods have left the warehouse any cancellation of the order will incur return transportation costs.

We will not under any circumstances consider any financial claims from the customer for late or incorrect delivery. It is recommended that a tiler/tradesmen is not booked until the goods have been delivered and inspected.

Returns

We offer goods at low prices and have a rapid turnover, as such we do not accept returns of excess/leftover products. Customers can cancel the contract within 14 days without having to give any reason for this. If goods are to be returned they must be in full, unopened boxes and in a saleable condition. 

Customers are required to cover the transport cost of any returns. For returns please send order number, date order received, your name and address to support@joja.uk. We will advise details of where to return the goods to (this will be our warehouse or in some instances a distributors warehouse for certain products)

The return request must be made within 14 days of the delivery date. You are responsible for the cost of returning the goods, we will not refund this except in instances where goods are being returned as they are faulty, in these instances we will refund any reasonable costs you incur returning the goods to us and will provide replacements. We may make a deduction to the refund to cover any damages or additional handling costs. 

We are unable to accept returns for goods once they have been installed, even if this is within the 14 day cancellation period. Please ensure that goods are checked prior to installing, goods must be returned in full, unopened boxes that are in a resalable condition. 

Do not return any goods until it has been arranged with our team and you have received an email with return instructions, any goods that are returned without email confirmation to do so will be disregarded.

Goods are to be returned  clearly labelled as returns and including the customer name and original order number. Any reimbursement will be made using the same means of payment you used for the initial transaction. 

Samples

When buying tiles online it can be difficult to get a complete understanding of what the products actually look like, for large tiles a tiny cut sample doesn't really give the full effect as tiles can have varied patterns and the size of the tile is part of the feature and these small samples are often just discarded. We offer a request service so you can use WhatsApp, Facebook messenger, or any method of your choice to request images, videos, or general advice. This means you can view close ups of actual tiles, see what different tiles look like together, or with different grout colours, and don't have to wait for a sample or cover any delivery costs. We set this feature up as it is a faster way for a customer to view tiles, and actually gives more options to view different tiles together and in different scenarios (grout colours etc), but a huge reason for this was the crazy number of "free" samples that are shipped every single day, see our message below.

Caring for our environment, this is important to us and we try to introduce processes, schemes, and activities that mean we as a company do our part.

We would like to live in a world where shipping was cut down to an absolute minimum, which is why we offer the personal request service, send us a message requesting what you would like to see (close ups of surface finish, 2 different tiles side by side to see what they look like together, etc) and we will send across photos and videos which will give a better idea of what the tiles you like look like. This helps to reduce our carbon footprint, the amount of "free" samples that get shipped and subsequently discarded is a little obscene and something that our industry needs to work together on to reduce. If we could eliminate sample shipping we would cut down on not only the shipping but also waste, the packaging required to wrap the tiles but also the tiles themselves which cannot be disposed of in your regular waste bins.

Mosaic samples are ⅛ size cut samples and are charged at £1.99 including delivery (fulfilled by our partners at House of Mosaics). This is fully refundable if a customer purchases mosaics at a later date (min. spend £100, Max. time between sample and full purchase is 30 days).

Cut tile samples are available for free (where available), up to 3 per customer. these are generally 10 x 10cm but can vary a little depending on the tile. Up to 3 cut samples can be ordered for free, including delivery. Each additional sample over the 3 free samples will be charged at £1.99

Full tile samples can be requested, we will charge the cost of 1 tile+delivery which will be fully refundable if a follow up purchase is made of any tiles for £100+ (min. spend £100, Max. time between sample and full purchase is 30 days).

Checks Prior to fitting

Due to the manufacturing process shades of products and calibre of tiles can differ from batch to batch (very high temperatures and natural products can mean slight differences in shade and size in tile batches fired at different times). The descriptions, images, and specifications shown on the website are there to give an approximate description of the product as a guide only. Images on a screen or print out may not accurately show the texture or colour.

We will endeavor to ensure that all products that are picked are of the same batch, although it is the responsibility of the installer to carry out a check prior to fixing. Once the products are purchased it is important to check and ensure that you are happy with them before fixing. Once a product is used or the tiles are fixed we will not be able to consider any claims. Once tiles are fixed to a substrate you have accepted the tiles in their present condition so no refunds or replacements will be provided. We recommend purchasing at least 10% extra product to account for wastage whilst installing. This avoids the risk of any extra product being required which may be from a different manufacturing batch and a slightly different shade and/or calibre. We also recommend you save any left over tiles in the event of any future damage so that you have a replacement that is from the same batch.

Pricing

Prices displayed on the website are in Great British Pounds and are inclusive of VAT unless clearly stated otherwise. Prices do not include delivery costs which can be found in the delivery information section.

Payment

All online payments are handled by a secure payment gateway (an online payment processing platform that allows payments to be made securely and quickly). Stripe has some of the worlds biggest companies as partners such as Amazon, Facebook, Twitter, Shopify, GitHub, Yelp, Spotify, Uber, TED, Lyft, Reddit, and hundreds of others globally. Stripe Focus on providing the technical, fraud prevention, and banking infrastructure to operate online payment systems.

Payment methods accepted:
VISA
VISA Debit
Mastercard credit and debit
American Express
Google Pay
Apple Pay
And others...
We will take payment from your card at the time you submit your order.

Data Protection

We will never share your personal information with anybody other than our delivery partners who need this to deliver your goods. We may use your personal information in order to inform you of offers and for profiling your purchasing preferences and other marketing purposes. We may keep your information for a reasonable period to contact you about our services in the future.

Cookie policy

A cookie is a small piece of data stored on the user's computer by the web browser while browsing a website. This allows a website to remember information and to record the users browsing activity. This helps us to identify which pages are being viewed so that we can analyse data, improve our website, and tailor it to specific customers' needs. You can choose to turn cookies off through the settings on your browser which may have an impact on the customer experience of the website.

Content

Content including prices and delivery charges are subject to change without notice.

These terms and conditions may change at any time without notice.

Use of this site and purchases made are subject to the terms and conditions at the time of your visit to the website. 

Vouchers/competitions

Voucher only valid during the offer period.
Vouchers cannot be used in conjunction with any other offer.
Only one voucher per customer address is allowed.
Available whilst stocks last.
We reserve the right to remove any offer without notice.

From time to time we will have a live "Spin to Win" comeptition in which customers can opt in and win various discounts and prizes.
Minumum spend and combinable discounts apply as below:
5% off - No minimum spend, not combinable with other discounts
10% off - No minimum spend, not combinable with other discounts
15% off - £20 minimum spend, not combinale with other discounts
20% off - £30 minimum spend, not combinale with other discounts
£5 off - £10 minimum spend, not combinale with other discounts
£10 off - £30 minimum spend, not combinale with other discounts
Free delivery - £20 minimum spend, combinale with other discounts