Terms and conditions

  1. The company's catalogues, price list and other advertising matter shall not form any part of any contract between buyer and company. Any price quotation by the company or its agents or employees shall be deemed to be for the purpose of information only and shall not constitute an offer to sell.
  2. Unless otherwise stated in writing all prices quoted are exclusive of VAT. Estimates and quotations are Valid for 30 days from issue date.
  3. All estimated project production times are based on schedule start dates. Start dates are scheduled once the deposit or full payment has been paid and cleared. Production time average 3 – 8 weeks. 
  4. Damaged goods will be replaced as quickly as possible. All replacements of damaged products will require at least the same manufacturing lead time as applied to the original order.
  5. All information is provided in good faith and is subject to change without notice.
  6. Medusa Resin Tiles reserves, the right to cancel a refund or replacement of the goods if they have been signed for upon delivery without carrying out checks for damage. Risk in respect of the goods passes to the buyer from the moment of delivery.
  7. As the number of tiles per square metre is nominal, the buyer will be responsible for ensuring sufficient quantity of tiles are ordered to cover the required area. We recommend that you add an additional 10% to cover waste and cuts.
  8. We are committed to protecting your privacy. Authorised employees within the company on a need to know basis only use any information collected from individual customers. We constantly review our systems and data to ensure the best possible service to our customers. Parliament has created specific unauthorised actions against computer systems and data. We will investigate any such actions with a view to prosecuting and/or taking civil proceedings to recover damages against those responsible.


Any sample provided is for guide purposes only and not a guarantee of the final product’s appearance.

Due to the nature of the material, manufacturing, curing and finishing processes each item produced will be unique and individual in appearance. Efforts will be made to produce continuity for items of a single project or order where applicable. Variations in product appearance, size, colour, and texture are considered to be part of the natural beauty of the material and are not seen as defects.

The use of sealers to protect the surface does not constitute a guarantee that the surface will not stain/etch or allow liquids to penetrate.

Sealers are used to help prevent staining and liquid penetration by providing the client time to clean away staining material. It is the client’s responsibility, to remain diligent in the removal of possible stain/etch causing or penetrating substances.

Penetration sealers will provide little protection against acid attack.

Sealers can be damaged and may need to be periodically re-applied, this is especially relevant to high use areas.

All products could have up to a +/- 3mm tolerance.

Manufacture will not start until drawings/dimensions are signed off (Bespoke Items)

It is the responsibility of the client to make sure the supporting structure is adequate to support the products; all joints need fully supporting.


All products remain the property of Medusa Resin Tiles until full and cleared transfer of payment has occurred and the product has been signed for prior to unloading on delivery. Payment terms for our standard products require full payment upfront. Payment terms for bespoke products require a 50% non-returnable deposit at the time of order. Final payment of the remaining 50% is to be made (and cleared) prior to the date of delivery. Invoices (if applicable) will be dated the month the goods are dispatched from the factory or our warehouse, all amounts are strictly net. Extension of credit cannot be allowed.

In the event the payment is not made by the date, we reserve the right to recover from the buyer interest at the rate of 5% above the Bank of England base rate in existence at the time. Interest shall be payable from the original due date until the payment is made.

Failure to comply with the terms of payment will become payable forthwith, including any applicable interest.

By placing an order with Medusa Resin Tiles, the Buyer automatically agrees to our Terms & Conditions.

Project Duration  

The date of commencement of any project will be declared only after all the required dimensions (bespoke items) and project details have been agreed in writing by the client.

The commencement date will be used to calculate the expected completion date.

Any delays outside the control of Medusa Resin Tiles may result in alterations to the scheduled times allocated.

Lead time is normally 3-8 weeks but can be up to 12 weeks from placement of order.

Medusa Resin Tiles shall be under no liability for any delay or failure to deliver the products within estimated timescales.


Dedicated standard kerbside delivery only (with customer responsible for unloading the goods from the truck) unless otherwise stated. Medusa Resin Tiles accepts no liability for direct or indirect losses, costs or penalties resulting from delayed deliveries or delays caused by the replacement of damaged products.

The date of delivery specified by the Seller is an estimate only. Time for delivery shall not be of the essence of the contract and while every reasonable effort will be made to comply with such dates, compliance is not guaranteed, and the Buyer shall have no right to damages or to cancel the order for failure for any cause to meet any delivery date stated.

Prices are subject to alteration without notice.

Medusa Resin Tiles reserves the right to change these terms and conditions at any time.


On orders cancelled before mould or product manufacture there is no charge.

On orders where materials have been bought, no refunds will be given.

No refunds will be given once manufacture has commenced.


Installation must be carried out by a professional with expertise. In all cases, proper substrate preparation and attention to detail is paramount to a long lasting and problem free installation. Attention to details will minimise lippage, reduce moisture-related concerns and eliminate problems caused by poor choice of setting materials. It is recommended to verify the suitability and acceptability of the installation system by conducting a test area, and provide peace of mind for the architect, general contractor, tile contractor, and building owner etc. Fixing tiles to a substrate means that you have accepted the tiles. The supply of goods does not mean that they are suitable for a specific installation.

Events Outside Our Control 

We will not be liable or responsible for any failure to perform or delay in performance of, any of our obligations under these Terms caused by events outside our reasonable control (Force Majeure Event).

A Force Majeure Event includes any act, event, non-occurrence, omission or accident beyond our reasonable control and includes (a) civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war; (b) fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster; (c) impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport; (d) impossibility of the use of public or private telecommunications networks.

Our obligations under these Terms are suspended for the period that the Force Majeure Event continues, and we will extend the time to perform these obligations for the duration of that period. We will take reasonable steps to bring the Force Majeure Event to a close or to find a solution by which our obligations under these Terms can be performed despite the Force Majeure Event.


Samples are to be used as a guide to our colours and finishes only. Variations in product appearance, material orientation, size, density, colour, and texture should be expected in the final piece.

Bespoke Product Dimensions  

Any changes to dimensions after templating, will incur additional charges

Scratch Resistance and Sealing 

Medusa Resin Tiles uses specialist impregnating agents and sealers to prevent scratching and staining. However, this process is not a guarantee our products will not stain or scratch if force is applied to it.

To maintain the surface quality, we recommend all spillages are cleaned up as soon as possible and any surface damage is repaired. Most high use products will leave the studio with good stain resistance to most food and drink and offer some acid resistance.


Weight considerations should be factored into the design process for bespoke items i.e. kitchen worktops. There may be a need to strengthen/reinforce all kitchen units or flooring to support Medusa worktops. All standard Medusa products have the weight listed on the TDS. Contact us for further details.

Product Aftercare 

Good housekeeping is essential to ensure the longevity of the Medusa product. Refer to the Medusa Product Cleaning Guide TDS.

Receiving orders 

On receipt of your purchase it is essential that the items are thoroughly checked. Any breakages or missing items must be reported in writing to sales@medusatiles.com within 24 hours. We will help resolve any problems reported after this point but reserve the right to pass on any associated costs.

Faulty Goods 

We pride ourselves on the high quality of the goods we supply. However, our liability is limited to the value of the purchased goods and we accept no responsibility for ANY costs associated with the supply of faulty goods.


All our products are covered by a minimum one-year guarantee, where the items supplied are found to be faulty.

Complaints Procedure 

We respect your rights as a consumer and aim to do everything in our power to ensure that you have an enjoyable experience dealing with us.

If you have any problems please call our support line on 01482 534909, or email: sales@medusatiles.com

We’ll guarantee to respond to you within five working days and to keep you fully and regularly informed until your complaint is resolved.

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