We understand that sometimes things don’t work out. Whether you've changed your mind or received an incorrect or damaged item, our Returns & Refunds Policy is here to help you understand what to do next.
Cancelling Your Order
Changed your mind?
You have 14 working days from the date you receive your order to cancel it under the Consumer Contracts Regulations 2013.
- Cancellations must be made in writing (email is fine).
- Goods must be returned in their original, unused condition and packaging.
- You must make the goods available for collection within 14 working days of cancellation.
- You will be responsible for the cost of return, including any restocking fees (25%) where applicable.
Please note: Special order items from abroad (e.g., Italy or Spain) cannot be cancelled or returned.
Returning Items for a Refund
To arrange a return, please contact our Sales Team first on 01908 311104 or sales@tilesandbathroomsonline.co.uk. We cannot accept returns without prior agreement.
Stock Items
- You can return full boxes of tiles within 28 days of receiving your order.
- If returned within 14 days, you’ll receive a full refund (excluding delivery/collection charges).
- If returned after 14 days, a 25% restocking fee will apply.
- Items must be in resalable condition.
Non-Stock UK Items
- These may be returned at our discretion within 28 days.
- A 25% restocking fee applies.
Special Order Items (from abroad)
These items are non-refundable and cannot be returned under any circumstances.
Sale Items
Items bought in a sale or promotion are non-refundable.
Returns Responsibility
- You are responsible for returning the goods safely and at your cost.
- If you prefer, we can arrange collection and deduct the cost from your refund.
- Opened or poorly repacked boxes will not be accepted. If repacking is needed, it must be done properly and at your expense.
Damaged or Incorrect Goods
If your order arrives damaged, incorrect, or incomplete, please:
- Check and sign for your delivery properly. Mark it as “damaged” if packaging looks tampered with.
- Notify us in writing within 48 hours of delivery. Claims received after this window may not be accepted.
- Contact our Sales Team with details and photos if possible.
We’ll work quickly to resolve the issue by replacing the items or arranging a refund where appropriate.
Refund Timelines
- Refunds are usually processed within 3–5 working days of goods being returned and inspected.
- Refunds will be made to the original payment method.
- It may take a further 3–5 working days to appear on your bank/card statement.
Need Help?
Our friendly team is here to help you with any returns or refund queries.
Call us: 01908 311104
Email us: sales@tilesandbathroomsonline.co.uk
