Returns Policy

Damages / Incorrect Delivery

If you receive damaged or incorrect tiles you will need to inform us within 2 working days from delivery. We will ask for photographs of the damaged tiles and we will endeavor to resolve and send replacements (if required) as quickly as possible.

Leftovers

We offer continual low prices and have a rapid stock turnover, as such we are unable to accept returns of any leftover products or items that fall outside of a full order cancellation.

It should be noted that any surplus tiles are worth keeping as they will be from the same batch as your original material and can be utilised should any damage occur after the tiles have been installed.

Change of Choice

You have the right to cancel your full order 14 days from the date of receiving the goods. Once you have notified us of your wish to cancel an order, you have 14 days from the date of notification to return the goods to us. All returned goods must be sent in the original packaging to our main warehouse. Any opened boxes must be sealed accordingly before being returned. Customers are responsible for arranging transport and insurance of goods. Refunds will be processed within 5 working days following our receipt of the return. A photo of the goods being returned must be provided prior to arranging transit to allow us to determine that the items are in a resalable condition. To request to cancel an order please email [email protected]

Once an order has been dispatched from our warehouse and is in the care of the courier, you will receive a dispatch email. The order is then unable to be amended. Therefore please ensure that delivery dates, addresses and items are correct prior to dispatch. Please assess the weight of the boxes as tiles can be heavy, precautions may need to be made.

Cost of Return

If you are unable to organise the return we may make arrangements to have the product collected from you. The cost of this collection will be passed on to you, which could be higher than your original delivery charge.

We also reserve the right to charge a 25% restocking fee for any goods deemed ordered in error, deemed unsuitable by the customer or not required anymore.

Parcel Courier Deliveries – unfortunately we cannot arrange collections for orders originally delivered by this service. If you wish to return any products you will be responsible for organising the return of the goods to our main distribution warehouse.

We ask that you take reasonable care when handling the goods and return them to us unopened, unused and in their original packaging, this includes if they were delivered in a wood crate or pallet. If you no longer have the pallet/crate we can arrange for a pallet to be delivered, however this will be chargeable.

Goods can only be returned without packaging if they are defective.

Special Orders

Items that have been specially ordered for a customers’ specific needs cannot be returned or refunded.