Returns & Cancellations
We want to make sure that you are completely happy with your tiles. That's why we offer a 30-day Money Back Guarantee on any unused products returned in original unopened packs and a 14-day Order Cancellation Service
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(a) Any extra tiles are worth keeping as they are part of the same batch as your original material and can be used if there is any damage after the tiles have been fitted.
(b) Customers are required to arrange and pay for transport and insurance of the goods, and all returns must be sent in the original unopened packaging to our warehouse.
(c) Delivery costs (plus an extra service fee for dedicated AM / PM deliveries only) and 20% restocking charge from the product price paid will be deducted from the refund amount if the order is returned after it has left our warehouse.
(d) All refunds will be made via the original method of payment. Once our warehouse has confirmed that we have received the goods back in an acceptable condition, refunds will be processed within 4-5 working days.
(e) Perishable goods such as Adhesives, Grouts and Silicons are non-refundable and we are unable to accept returns of any leftover bags or packages.
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If you are a registered customer, to proceed with your return request please click > here
- Find your related order under "My Orders" and simply click on "Return" to submit your return request. It's that easy.
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If you are NOT a registered customer, simply send us an e-mail at [email protected] providing your order number and uploading a picture of your products prepared for transport prior to the actual return.
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Damaged or Incorrect Tiles
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All our outgoing deliveries are professionally packed and quality controlled to ensure that you receive the correct goods in perfect condition.
(A) However, tiles are fragile and occasionally some can be damaged in transit.
Customers are responsible for making the first inspection of their deliveries and reporting any visible damages to the driver and to us taking pictures at the time of delivery.
(B) Simply email us at [email protected] including images showing the damaged tiles.
- While the delivery driver is present, you must do a quick visual inspection of your order. Any noticeable damage to the pallet from the outside must be reported to the driver and signed as "Damaged on Arrival" on the delivery papers. We perfectly understand that not all damages are visible at the time of delivery, for this reason we provide our customers with a generous 48-hour period to thoroughly inspect their entire order and report any damages.
(C) Please be advised that due to the fact that we are unable to make any damage in transit claims to the logistics company after 48 hours, no responsibility for damaged tiles, shortages, or erroneous products can be accepted after 48 hours / two working days (Mon - Fri) from the receipt of goods.
- Images showing the total quantity of damaged tiles MUST be provided by email within the 48 hours from the receipt of goods.
(D) Once the tiles have been used in any way, we are unable to exchange or compensate for any costs incurred. Your use of the tiles or flooring implies acceptance of them. Please inspect all of your tiles or flooring (in terms of quality, color, and condition) before you begin fixing to ensure they are as ordered and do not install any damaged or incorrect tiles, as we will be unable to replace or refund damaged tiles which have been installed.
(E) Our entire liability to you shall be limited to the price you paid for the goods and we shall not be held responsible for any consequential or other financial loss that you may seek to claim regarding the tiling or flooring job you are carrying out.
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