Refund policy
Refund Policy
We understand that plans can change, and we aim to handle returns and refunds fairly and transparently. The information below explains what can be returned, when refunds are available, and how to arrange a return.
Returns Eligibility
Tiles are produced in batches, and there can be slight variations in colour, finish, or tone between batches. To maintain consistency and quality, we are only able to accept returns of the full original order quantity for that specific tile.
To be eligible for return:
- Returns must be requested within 14 days of delivery or collection
- Tiles must be in full, unopened boxes
- Boxes must be in perfect, resaleable condition
- Tiles must match the original batch supplied
Unfortunately, we’re unable to accept:
- Partial returns (except where required by law)
- Opened boxes or loose tiles
- Damaged or non-resaleable packaging
- Clearance, discontinued, bespoke, or special-order items
Made-to-Order & Special-Order Tiles
Many of our tiles are ordered specifically for each customer.
Made-to-order, bespoke, and special-order tiles (including hand-painted ranges) cannot be cancelled, returned, or refunded once ordered or production has begun.
If you’re unsure whether a tile is made to order, please ask before purchasing and we’ll be happy to confirm.
How to Arrange a Return
All returns must be agreed with us in advance.
- Returns are the customer’s responsibility to arrange and deliver
- We do not offer a collection service
- Returns must be sent to our showroom or an agreed location
Please contact us before returning any items so we can confirm eligibility and provide return instructions.
Refunds
Once returned tiles have been received and inspected, any approved refund will be processed to the original payment method.
- Please allow a short period for funds to appear, depending on your payment provider
- Delivery charges are non-refundable, unless the return is due to an error or fault on our part
- Any applicable handling or administrative charges will be confirmed in advance
Damaged or Faulty Tiles
Please inspect your tiles as soon as possible after delivery.
- Any visible damage or shortages should be reported within 3 working days, where reasonably possible
- For larger orders, a reasonable extended period may be considered if tiles remain in their original delivery position and photographic evidence is provided
We’re unable to accept responsibility for tiles that have been moved, unpacked, or installed.
Where damage or faults are confirmed, we will arrange replacements as soon as possible, subject to availability.
Installation & Services
Installation, measuring, design support, and other services are non-refundable once carried out or booked, unless otherwise agreed.
Need Help or Advice?
If you’re unsure whether your tiles are eligible for return, or would like guidance before ordering to help minimise waste, please get in touch. We’re always happy to help you plan with confidence.