Returns & Cancellations

We offer a 30-day Money Back Guarantee on any unused products returned in original unopened packs and a 14-day Order Cancellation Service

(a) 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.

(b) Delivery costs (plus an extra service fee for AM / PM / Saturday deliveries only) and restocking fee will be deducted from the refund amount if the order is cancelled after it has left our warehouse.

(c) 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.

(d) 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.

Drivers are instructed 20 minutes to wait during the delivery, customers are responsible for making the first inspection of their deliveries within 20 minutes 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 noted  on the delivery papers.

(C)  Due to the fact that we are unable to make any damage in transit claims to the logistics firm 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.

  • Supporting evidence MUST be provided
  • In the unlikely event where you purchase goods from us that are found to be defective within the guarantee period, we shall (at our discretion) repair or replace the product(s).

(D) 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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