Need to return tiles or report a delivery issue? This page explains your options in plain English — from returning unopened full boxes within 21 days to what to do if your order arrived damaged. You can start a return online in minutes, or speak to our friendly team for help.
Start a return — get your Returns Number
Or message us on WhatsApp +44 7709 980410
Returns at a glance
- Return window: 21 days from delivery for resaleable, unopened full boxes of tiles.
- Exclusions: Adhesives, levelling compounds and made-to-order/special-order items.
- Costs: Return carriage at customer cost (collection quotes available).
- Refunds: To original payment method and processed within 2 working days of inspection.
- Damaged or incorrect items: Tell us within 2 working days with photos and your order number.
Can I return leftover tiles?
Yes — if they’re unopened, resaleable full boxes and within 21 days of delivery. We don’t accept single loose tiles or part-boxes.
Condition checklist
- Boxes are unopened and clean (no extra tape, labels or pen marks).
- Items are in original packaging with barcodes visible.
- Use a pallet and strap/wrap securely for heavier returns.
Tip: Many customers keep 1–2 boxes as spares for future repairs.
Changed your mind?
You have 21 days after delivery to cancel your order.
- Return carriage: You pay for return shipping; we can quote a collection if needed.
- Refunds: Issued within 2 working days after inspection.
- Opened or used items: Not eligible unless faulty.
Damaged or incorrect items
- Tell us within 2 working days of delivery.
- Send clear photos of the damage, packaging and shipping label.
- Keep all packaging until we confirm next steps.
We’ll arrange priority replacements or a refund according to your preference. If only some tiles are damaged, we may replace just those boxes.
Packaging guidance for tile returns
- Use the original cartons and protective corners where possible.
- Reinforce boxes with strong tape; palletise heavy loads securely.
- Add your RMA clearly on the outside.
- Insure the shipment for its value; you’re responsible until it reaches us.
Refund timings & methods
- Inspection: Usually 1–3 working days after we receive the goods.
- Refund: Up to 10 working days depending on your bank, card or PayPal.
- Method: Back to the original payment method used at checkout.
Special orders & non-returnable items
- Made-to-order or special-order items: Non-returnable unless faulty.
- Adhesives, grouts, levelling compounds: Return within 7 days, unopened and perfect.
- Cut-to-size/custom pieces: Not returnable unless faulty.
Fees & thresholds (transparent and fair)
- 25% restocking flat fee applies to all approved tile returns.
- Collection fees (if we can arrange) are quoted at cost based on weight, size and location.
FAQs
- Can I return single tiles or opened boxes?
- Sorry, no. We can only accept unopened full boxes.
- What if I’m just outside 21 days?
- Message us — if stock is current and in perfect condition, we’ll try to help.
- Do you provide returns labels?
- You can use your own courier or ask us for a collection quote.
- Do you buy back leftovers?
- No — most customers keep a box or two for future repairs.
- What proof of purchase do I need?
- Your order number is ideal. If unavailable, a receipt, confirmation email or bank statement usually works.
- My order arrived damaged — what now?
- Tell us within 2 working days with photos. We’ll prioritise replacements or a refund.
- Are adhesives and grouts returnable?
- Yes, within 7 days, unopened and perfect.
- How long will my refund take?
- We aim to refund within 10 working days after inspection.
Start a return — get your Returns Number (RMA)
Fill in the form and we’ll email your Returns Number with packing and collection options.
