Returns & Refunds

Damaged or Defective Goods

Q: How do I return my goods?

If you've changed your mind about keeping your purchase, and
you wish to return an item or your order to us, you have a few
options available to you. We ask if you are returning items, you
are doing so within the following strict guidelines:
 

• You have had the goods less than 30 days?

• The goods are in a Re-saleable condition. 

• The goods have not been fitted or attempted to be fit.

• The packaging has not been damaged in any way.

• You are responsible for return delivery costs.

• You are responsible for damage incurred in return transit.

If you meet all of the above criteria, you can return your items to
us, but to do so, you will need to arrange this with our Customer
Care Team. The best way to do that is via our Contact Form below
or by calling us on 01709 364416 (Option 1)

Q: How to exchange damaged or defective goods? 

On very rare occasions you may find an item arrives damaged.
Please make sure you inspect your goods as soon as you receive
them and let us know within 30 days of receipt if an item is
damaged or defective by emailing support@jtpickfords.com or
calling on 01709 364416 (Option 1), making sure you have your order
number to hand. Alternatively use the Contact From below.

Once the damage or defect has been confirmed, we will ensure a
replacement is sent free of charge. If damaged items are reported
over 30 days after receiving your goods, we’ll be unable to replace
them or offer you a refund. In the case of tiles, it is not unusual to
have a small proportion of the tiles broken to some degree (e.g.
chipped edges). These damaged tiles can be used for the cuts you
will need to make. If you find an unacceptable proportion of your
tiles are damaged please contact us on 01709 364416 (Option 1)

Q: Can you collect my goods?

Unfortunately, we don't cover the cost of returning items back to
us, but we can arrange collection of the items from you for a
charge, which will be deducted from your refund or credit.

Q: How do I cancel an order?

If you need to cancel your order, you will need to speak to our
Customer Care Team. The quickest way is to give them a call on
01709 364416 (Option 1). Have your order / invoice number ready.
If you are already in possession of your goods, then please refer to
our guidelines for returns as shown under the return section
heading of "How do I return my goods".

Q: How long will a refund take to process?

If you are owed a refund, we refund you using the same method
you paid with initially, however, if you paid with cash or BACS, we
will send out a cheque instead. Refunds can take up to 14 working
days to be processed by our team and a further few days to be seen
in your bank, or for a cheque to reach you via post.

I: Read our terms & conditions

You are able to view or download a copy of our full terms and
conditions by clicking here.

Here is a summary of the refund methods we use:
 

• If you paid online or over the phone, your refund will go back
  onto the credit/debit card you paid with.

• If you paid via Chip and PIN in our store, your refund will go back
  onto the credit/debit card you paid with.

• If you paid via cash or BACS, you will receive a cheque by post. 

I: Our service promise to all customers

Our policy is to work with all customers to provide fair and timely
responses to any issues. We value every order and never take our
customers for granted. If you have a genuine issue we will sort it.
 

T: 01709 364416 (Option 1)
E: support@jtpickfords.com

Customer Support Form

Please complete the form giving as much information related to your
issue as possible. Short and to the point always works best. If you
have a supporting image for damage issues then please upload for
clarity as this does speed up decisions. We will acknowledge receipt
of your message and endeavour to respond within 24 hours. If your
matter is urgent please call us on: 01709 364416 (Option 1)

   Return & Refund Criteria

• You have had the goods less than 30 days.

• The goods are in a Re-saleable condition. 

• The goods have not been fitted or attempted to be fit.

• The packaging has not been damaged in any way.

• You are responsible for return delivery costs.

• You are responsible for damage incurred in return transit.