Cancellation, Returns and Refunds Policy

This Cancellation, Returns and Refunds Policy forms part of our Terms of Business.

1.     Cancellation before dispatch

a.     Subject to paragraph 3, you can cancel an order (and resulting Purchase Contract) at any time before products are dispatched by us. To this is to contact our Customer Services team here. You will not be charged for doing this.

2.     Cancellation after dispatch (if you change your mind)

a.     Subject to paragraph 3, if you change your mind and do not want to keep the products you ordered (other than due to the products being damaged, defective or not as described) you can return them and receive a refund, so long as you contact us and tell us that you wish to do so, within sixty (60) days of:

i.     the day you receive the products you ordered, or

ii.     if the products are delivered in instalments, the day after you receive the last instalment.

b.     For traders in all cases and for consumers where you contact us and tell us that you wish to make a return more than fourteen (14) days after the day you receive the products you ordered (or if the products are delivered in instalments, the day after you receive the last instalment) returned products must be unused and in their original packaging; and only full boxes of the same tiles will be accepted, or individual tiles with a price of £10 or more each.

3.     Cancellation where products are made to order, or altered

a.     Your rights under paragraphs 1 and 2 do not apply to any products, including samples, which have been:

i.     made, cut or otherwise altered by us at your request or to meet your specific requirements; or

ii.     cut, used or had adhesive or other chemicals applied or been fixed to a substrate (for example a wall or floor).

4.     Replacement products (damaged, defective or not as described)

a.     In addition to your rights under paragraphs 1 and 2, we will replace or refund the price paid for any products that are on being delivered, either damaged, defective or not as described, so long as you contact us and request this, within twelve (12) months of:

i.     the day you receive the products you ordered, or

ii.     if the products are delivered in instalments, the day after you receive the last instalment.

5.     Returning products

a.     Where products are returned because they are defective, damaged or not as described, we will be responsible for arranging and paying for the products to be returned to us; otherwise, if returned for any other reason:

i.     where a return can be made by Royal Mail post, you may arrange this at your own expense; otherwise, if return by Royal Mail post is not possible:

ii.     we will arrange for a courier to retrieve the products, advise you of the cost and deduct this amount from your refund. Please speak to a member of our Customer Service team for more information on returning products. Click here to contact them

b.     In all cases:

i.     Refunds will be processed via the original method of payment. We aim to process refunds within 10 working days. 

ii.     Any free gifts or free products comprising of an offer must also be returned. We may exclude this right of return from some promotions; if we do, we will say it in the written details of the promotion.

iii.     If you return products purchased as part of a discount promotion, we will refund the price you actually paid (not the full price).

iv.     If you return products purchased together with free products or on terms that entitled you to a free gift, you must return the free products and/or free gift as well as the products you paid for.