Returns Policy

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All tiles are produced in batches and, as such, each batch will have its own unique shade and tone variation. To ensure consistency across your project, we will only supply tiles from a single batch per order wherever possible.

With this in mind, we have implemented the following returns policy.

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Stocked Tiles

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If you select a tile from one of our stocked ranges and later change your mind, or are dissatisfied with the product, we may offer a refund provided that:

• The goods are returned within 14 days of collection or delivery.

• Only full packs are eligible for return. Part packs cannot be accepted.

• The products are returned in their original packaging, unused, undamaged, and in a fully saleable condition.

 

Non-Stocked / Special Order Tiles

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Non-stocked and special-order tiles are purchased specifically to fulfil your order and therefore returns can only be accepted where the original manufacturer or distributor agrees to accept the goods back. Please confirm this at the time of ordering.

Where returns are accepted, the following conditions will apply:

• Only full packs are eligible for return. Part packs cannot be accepted.

• Products must be returned in their original packaging, unused, undamaged, and in a fully saleable condition.

• A collection charge will apply for pallet courier collection and return. This charge is currently £50 + VAT per pallet.

• A restocking charge of 20% of the original order value will be deducted from any refund.

 

Bespoke and Made-to-Order Products

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Bespoke, custom-made, and specially manufactured products cannot be cancelled, returned, or refunded once the order has been confirmed and production has commenced.

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Damaged or Defective Tiles

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No claims for damaged, faulty, or defective tiles can be accepted once the tiles have been installed.

Customers and installers must inspect all tiles carefully prior to installation to ensure they are suitable and acceptable.

 

All Other Products

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Returns for all other products will only be accepted within 14 days of delivery and will be subject to the following conditions:

• Only full packs are eligible for return. Part packs cannot be accepted.

• Products must be returned in their original packaging, unused, undamaged, and in a fully saleable condition.

• A collection charge will apply for the products to be returned via courier service. This charge will be confirmed at the time of arranging collection.

• A restocking charge of 20% of the original purchase value will be deducted from any refund.

 

Refund Processing

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Approved refunds will be processed back to the original payment method within 7–10 working days of the returned goods being received and inspected.