Returns Policy

 

Returns Policy

 

We want you to be satisfied with your purchase, and we understand that sometimes returns are necessary. To ensure a smooth process, please review our returns policy carefully.

 

 

Eligibility for Returns

·         You must notify us of your intent to return goods within 14 calendar days of delivery.

·         Once we have been notified, you have an additional 14 calendar days to return the items.

·         This policy applies only to stock items—special order items are non-returnable under any circumstances.

·         This policy applies only to tiles that were delivered to you in useable condition. If your tiles arrived damaged, please complete the Damages Form on our Contact Us page.

 

 

Return Process

1.      Requesting a Return

·         All returns must be requested using our Returns Form on the Contact Us page.

2.      Return Location

·         All returns must be sent to our main distribution warehouse. The address will be sent to you via email once your return request has been approved. Returns sent to any other location, including our head office, will not be accepted.

3.      Arranging the Return

·         Customers are responsible for organising and covering the cost of the return. We do not arrange collections for returned items.

·         We strongly advise using a courier that specialises in handling heavy and fragile goods to minimise the risk of damage.

·         We are not responsible for any loss or damage incurred during transit.

4.      Packaging Requirements

·         It is the customer’s responsibility to ensure the tiles are securely and appropriately packaged to prevent damage during transit.

·         Where possible, tiles should be returned in their original boxes. If repackaging is required, a restocking charge may apply.

·         Do not attach labels, tape, or write directly on the manufacturer’s original packaging. If re-boxing is required due to this, an additional charge will be deducted from your refund.

5.      Condition of Returned Goods

·         Only complete boxes of tiles may be returned.

·         Only tiles returned in a resalable condition will be refunded.

·         If tiles arrive damaged or in an unsuitable condition for resale, they will not be eligible for a refund.

·         A restocking charge may apply if repackaging is required.

·         Any tiles that arrive damaged due to inadequate packaging will not be eligible for a refund.

 

 

Refund Process

1.      Confirm Courier Details

·         Once your return is arranged, please reply to your return confirmation email confirming:

1   Which courier service is handling your return

2   The expected delivery date to our warehouse

2.      Include Return Paperwork

·         Your order number and name must be included inside the package to allow us to identify your return.

·         Failure to provide this information may result in delays in processing your refund.

3.      Refund Processing Timeline

·         Once received, your return will be inspected.

·         If no issues are found, your refund will be processed.

·         Refunds will be processed as a priority, but the administration process may take up to 14 days.

·         Refunds issued to a credit or debit card may take an additional 3-5 days to appear on your statement.

 

 

Deductions from Refunds

Before issuing a refund, the following deductions will apply:

·         The original delivery charge is non-refundable and will be deducted from any refund.

·         Return shipping cost (paid by the customer)

·         A £20 restocking fee may apply. We will avoid this charge where possible, but if applicable, it will be deducted from the refund amount. Any fees will always be discussed in advance.

·         Additional re-boxing charge if the manufacturer's packaging is damaged or written on

 

PLEASE NOTE: Regardless of any refund that has been previously agreed, the company reserves the right to decline refund requests upon receipt of the goods if they are not returned in a resaleable condition.

 

 

To initiate a return, please complete the Returns Form on the Contact Us page.