If you would like to return a product
You must inform us by email that you wish to return the item within 14 days of your items being delivered.
All items must be unopened, in resalable condition, and in the original packaging.
Carriage costs will not be refunded. We also do not do collections for returns.
Items returned will incur an automatic 25% (minimum) re-stocking charge on the cost of the goods, unless there has been an order input or despatch error, or there is a product fault. No refunds will be made in respect of carriage charges.
Any returns request must be agreed by us and a returns form will be provided to confirm that the return has been accepted, if you do not have a returns form then please do not drop items off to a store or arrange a courier to return them
Products that cannot be returned or cancelled
You must inform us by email that you wish to return the item within 14 days of your items being delivered.
All items must be unopened, in resalable condition, and in the original packaging.
Carriage costs will not be refunded. We also do not do collections for returns.
Items returned will incur an automatic 25% (minimum) re-stocking charge on the cost of the goods, unless there has been an order input or despatch error, or there is a product fault. No refunds will be made in respect of carriage charges.
Any returns request must be agreed by us and a returns form will be provided to confirm that the return has been accepted, if you do not have a returns form then please do not drop items off to a store or arrange a courier to return them
Where to return an item
Firstly, please ensure that the goods are securely and suitably packaged. We will not be held responsible for any damages that occur when an item is being returned. Any damage to the product may affect the refund being processed.
Please email our customer service team at [email protected] and inform them you will be returning products. They will send you a return form, please fill this out and secure to the outside of the box, failure to do this can affect a return being processed.
We will provide a return address with the return form.
Cancellation
If your item has not yet left us or our supplier, you may be able to cancel your items and receive a full refund including carriage costs. Please inform our returns team by email at [email protected] or give us a call on 01727 238 658 and speak to one of our helpful team.
Damaged and Faulty Goods
The refund policy does not affect your statutory rights to care for products that have been delivered in error or damaged. We do everything within our power to ensure all products get delivered to you in perfect condition, but human error can occur. The Consumer Rights Act allows you to reject a faulty item, which you must inform us within 24 hours of receiving the goods that they are damaged by email at [email protected]. Failure to do this can affect if the refund is accepted and processed.
We require photos of the damages to be sent to [email protected], clearly stating the order number, quantity damaged and a photo attachment.
We are happy to send out small quantities of tiles and its accessories on pallets but if there are damages we are unable to send out replacements as there is always a high potential for the damages to occur again. To avoid this issue on small orders please order 10% more than what you require, if more than 10% of what you ordered is damaged we can issue a refund on the damages.