Returns Policy


Eligibility

  • This policy applies only to in-stock tiles.
  • Made-to-order, bespoke, Terrazzo, custom-coloured, or specially manufactured items are not eligible for return or exchange under any circumstances.
  • To initiate a return, you must submit a return request within sixty (60) working days of delivery date. Returns notified after this period will not be accepted.


Refund & Credit Terms

Option

Value

Notes

Refund to original payment method

70% of purchase price

£75 collection fee deducted

Credit Note

85% of purchase price

Valid for 12 months from date of issue; £75 collection fee deducted

 

Condition of Returned Goods

  • Items must be unopened, in original manufacturer’s packaging, undamaged, and in fully resaleable condition.
  • Goods will be inspected upon receipt. Opened, used, or damaged items will be rejected and returned to you at your cost — no refund or credit will be issued.
  • Goods must not have been cut, installed, altered, or mixed with other materials.

Return Procedure

  • To request a return, please complete our online form.
  • Provide all required details including order number, delivery date, products being returned, and preferred resolution option. You will also need to confirm the goods are unused, unopened, and unaltered, and upload photos of the boxes.
  • Await written confirmation and collection instructions — do not arrange return or collection until you have received confirmation from our team.
  • Collection will be arranged on an agreed date. A £75 collection fee will be deducted from your refund or credit note.
  • Goods are inspected upon receipt. If approved, your refund or credit note will be issued within 14 working days. Refunds are processed to the original payment method only.

Exclusions

  • No returns on made-to-order, bespoke, Terrazzo, or custom items.
  • No returns on goods that have been cut, installed, altered, or mixed with other materials.
  • Goods showing natural variations in colour, shade, or texture are not considered defective and may not be returned on that basis.

Important Information

  • Please ensure you have inspected samples and are satisfied with colour, texture, and finish before placing your order. Natural materials and handmade products will show inherent variations that are not considered faults.
  • We recommend retaining your original packaging until you are fully satisfied your order is correct and satisfactory.
  • Credit notes are non-transferable and valid for 12 months from date of issue.
  • Returned goods remain your responsibility until received and inspected by our warehouse.