Refund policy

We want you to be satisfied with your purchase. This policy is in line with your rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. For any returns, cancellations or damage reports, please contact us at info@tilesontop.co.uk.

Cancellations

If you wish to cancel your order, please notify us as soon as possible. Orders cancelled before despatch will receive a full refund.

Once an order has been despatched, cancellation or refusal of delivery will incur a pallet collection charge of £95 per pallet, which will be deducted from your refund.

Returning Your Order

Please contact us at info@tilesontop.co.uk before you arrange any return. Our returns address is not always the same as the depot your order was delivered from, and we need to confirm where the goods should go and book the collection slot. Goods sent back without being agreed with us first may be refused on arrival, delayed, or lost, and we cannot take responsibility for them.

Under the Consumer Contracts Regulations 2013 you may cancel your order and return the goods within 14 days of delivery. Tell us within that 14-day window, and you then have a further 14 days to return the goods once we have confirmed the arrangements with you.

Because tiles, paving and flooring are heavy, they can only be moved by pallet vehicle. So that a return can be collected safely:

Goods must be stacked and secured on a pallet, in the same way they were delivered, and shrink-wrapped or banded so nothing can shift in transit.
The pallet must stand on firm, level ground at a kerbside point a pallet vehicle and pallet truck can reach.
Please keep the boxes and their original packaging where you can. Goods that arrive back broken because they were not secured for transport, or that have been handled beyond what you would reasonably do to examine them in a shop, may be refunded at a reduced amount reflecting the loss in value.
Cut, laid or installed tiles cannot be returned, as they can no longer be resold.

Return transport is at your cost. You are welcome to arrange your own pallet courier once we have confirmed the return address. If you would prefer us to collect, we charge a flat £95 per pallet, deducted from your refund.

Damaged or Incorrect Items

Although breakages during transit are rare, we recommend ordering 10% extra to allow for cuts, breakages and wastage.

If damage is visible on delivery:

Note it on the delivery paperwork before signing
Take photographs of the pallet and affected tiles immediately

You then have 72 hours from delivery to inspect the full order and report any damage to us by email at info@tilesontop.co.uk, including photographs and the number of affected tiles.

Reports received after this window cannot be considered. Please do not install damaged tiles, as this indicates acceptance of the goods.

Faulty Items

Under the Consumer Rights Act 2015, you have the right to a full refund on goods proven to be faulty, within 30 days of delivery, with no deductions.

Refunds

Once returned goods have been received and inspected, refunds will be processed to your original payment method within 5 working days.

Refunds may exclude original delivery charges and return transport costs where applicable.

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