We currently have one location where you can return your item(s) to, which is as follows:
Customer Care Counter
How do I return my item or order?
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 guidelines:
The item(s) have not been installed.
The item(s) are still in their original packaging.
The item(s) are returned as new.
If you require a refund, you must notify us within 30 days of the delivery/collection date.
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 0330 353 0304, or you can email firstname.lastname@example.org.
Unfortunately, we don't cover the cost of returning items back to us, but we can arrange collection of the items for you for a charge, which will be deducted from your refund or credit amount.
Received a damaged or defective item?
Whilst all our products pass strict quality standards, 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 email@example.com or calling us on 0330 353 0304, making sure you have your order number to hand.
Alternatively, you can use the returns form 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 0330 353 0304.
How long will it take for my refund to be processed?
If you are owed a refund, we always refund you using the same method you paid with initially, however, if you paid with cash or BACS, we will send you out a cheque instead.
Here's a full 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 one of our stores, again, 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 in the post.
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.
How do I cancel my order?
If you need to cancel your order, you will need to speak to our customer care team. The quickest way to do this is to give us a call on 0330 353 0304.
Terms & Conditions
Please download a copy of our full terms and conditions by clicking here.