Refund policy

We want you to be satisfied with your purchase. This policy is in line with your rights under the Consumer Contracts Regulations 2014 and the Consumer Rights Act 2015. For any returns, cancellations or damage reports, please contact us at info@tilesontop.co.uk.

Cancellations

We aim to despatch orders promptly, often on the same day or within 24 hours of ordering.

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.

Change of Mind Returns

Under the Consumer Contracts Regulations 2014, you have the right to cancel your order and return goods within 14 days of receiving your delivery, without providing a reason.

Returns are subject to the following conditions:

Items must be unused and in their original packaging
Only full, intact pallets can be accepted for return — part pallets or opened packaging cannot be returned
You must notify us of your intention to return within the 14-day window. After notification, you have a further 14 days to arrange the return
Return transport costs are the customer's responsibility. If you would like us to arrange collection, a flat rate of £95 per pallet will be deducted from your refund
Original delivery charges are non-refundable

Please contact us before arranging any return so we can provide the correct return address and instructions.

Damaged or Incorrect Items

Although breakages during transit are rare, we recommend allowing a 3–5% breakage margin when ordering.

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.