Refund policy

Leftovers, returns or change of choice.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

We are quite happy to take your order back and we'll refund you, however, please note the following :

For Tiles:

• We can only accept returns on your full order. Unfortunately, we can't accept returns on leftovers or part orders.
• All tiles must be undamaged and in their original, unopened packaging. We can't accept returns on unboxed or damaged tiles
• Transport back to our warehouse must be arranged and covered by yourself. 
• We recommend securely wrapping the tiles in a pallet and using a reputable pallet company.
• We'll refund you in once your order arrives at our warehouse and has been checked through.
• Refunds can take up to 7 working days to reach your account.
• Our standard admin fee of £75.00 will be charged for each return made and a minimum re-stocking charge of 35%.

To start a return, you can contact us at sales@tilesahead.co.uk and we will give you instructions on how and where to send your return. Items sent back to us without first requesting a return will not be accepted.

Damages / Incorrect Deliveries

Products damaged in transit must be noted at the time of delivery, documented on the delivery note and delivery refused. It is the customer's responsibility to check the Products for damage with the delivery driver and to notify us of any damages within a reasonable period. We cannot accept claims for Products damaged in transit that were signed for as being in good condition or "unchecked". If your order is incorrect you must notify us within 2 working days. We will send out any replacements as soon as possible.

Special Orders Returns

Items that have been specifically ordered for customers' specific needs cannot be returned or refunded. E.g. tiles that have been specially ordered to complete a job cannot be returned or refunded.