Returning Your Order & Refund Policy
Change Of Mind/Exchange
If you have a change of mind, or wish to exchange your choice for an alternative – no problem! you can send your order back to us within 30 days for a full refund, excluding any original delivery charges.
Should you wish to return your order you will need to inform us within 7 days of receipt. All tiles returned must be undamaged and in the original resalable condition.
We can only accept the return of your full order, unfortunately we can’t accept leftovers or part orders for return. It is not possible to accept returns or provide refunds for unboxed or damaged tiles.
You will need to arrange and pay for the transport to our warehouse as we cannot cover this cost. It is strongly recommended that you ensure your tiles are very securely wrapped onto a pallet* to prevent damage, and that a reputable national pallet company such as Palletways are used.
Once we have received and checked through your order, we’ll refund the full cost of the tiles. The refund process will take around 7 working days to reach you, and will be paid back by whatever method was used to purchase.
If you wish to return your order, please complete the returns form below. When we have received your completed form, we will send you a returns confirmation to attach to the pallet you are returning to us.
If you have any cause for concern about your tiles, we need to be advised by email of these within 48 hours of delivery, and before any fixing takes place. Claims for faulty tiles post installation cannot be considered.
We will also be very happy to discuss any worries in addition to your emailed notification.
You will need to provide us with detailed photographic information demonstrating the specific nature of your concerns so that we can evaluate them.
We may also need an example product/tile to be returned for additional technical appraisal.
If it is confirmed that your tiles are faulty, we will refund or exchange them within 10 days of the date we confirm this to be the case. If any additional technical appraisal is required by the manufacturer, this could add up to 14 days to the process.
We may- or may not require the return of your order, but will advise you on this. Should we require a return we will organise this and pay any associated costs. It is strongly recommended that you ensure your tiles are very securely wrapped onto a pallet* to prevent damage.
Although we have long-standing experience of packing and shipping tiles so that they arrive in good condition, the nature of the product means that it can occasionally sustain damage during transport.
It is not possible to unpack and inspect every tile upon arrival, however you should carefully externally inspect the pallet (or box) upon its arrival and take pictures of any obvious irregularities such as torn/damaged shrink-wrap, or a badly dented/ripped box, that give rise to concern about the contents.
The haulier is required to add a written comment such as ‘damaged’ onto their paperwork to validate any such concerns, and they may ask you to do this.
Once you have signed for your order please unpack and inspect the contents. Tiles are packed in a ‘wrapped fashion’ as opposed to fully enclosed box and so it will very obvious if any damaged tiles exist.
Bear in mind that it is highly unlikely that all your tiles are damaged, and that there will be tiles that require cutting used in the installation so slight damages can be utilised for this purpose, to avoid delaying installation.
Damages must be reported within 48 hours of receipt, with accompanying photographs and an accurate count of replacements required. We will dispatch any required replacements to you free of charge within 2 working days of your notification, once we have received the supporting evidence required for this.
Wrong Product Received
In the unlikely event of receiving the wrong item, the delivery can be refused and it will be returned to our warehouse, which may take up to 4 working days.
You need to advise us by telephone immediately and confirm by email within 24 hours of delivery refusal attaching photographic evidence of the error.
Once we have received the delivery back into stock, we will either;
- dispatch the correct item within 48 hours of our receipt, or
- arrange a full refund, including delivery costs. The refund process will take around 7 days to reach you, and will be refunded by whatever method was used to purchase.
Order Cancellation After Dispatch
Your order will be dispatched within 48 hours of receipt, unless we contact you to advise otherwise. For example, if we do not have sufficient stock to fulfil it immediately.
In the unlikely event of cancellation of your order after dispatch, the delivery can be refused upon arrival, and it will be returned to our warehouse. This can take up to 4 working days.
Once we have received the delivery back into stock, we will arrange a full refund for the value of the tiles excluding delivery costs. The delivery cost will to reflect a two-way delivery, or of you order was above £500 and qualified for free delivery, a £69 charge including vat will be applied to cover the return trip.
The refund process will take around 7 days to reach you, and will be refunded by whatever method was used to purchase.
Order Not Received
Once dispatched your order will be delivered in line with the specified level of service. This process takes no longer than 7 days.
You can trace your order from dispatch to receipt by contacting us, and for pallet deliveries the haulier may contact you directly to advise an ETA (this communication is not guaranteed however).
In the unlikely event of your order being not received after 7 days, and is confirmed as lost by the haulier after we dispatch it, we will replace it free of charge within 7 days.