Refund policy

You can return any resalable products to us within 30 days for a full refund (excluding delivery charges). Only full boxes of the same tiles will be refunded. Items that are needing to be returned, will be collected via a third party courier. We will arrange this with yourself upon request. The return carriage charge will be deducted from the refund. To begin the returns process please call us on 020 3053 9145 or complete our online returns form. Delivery arrangements, charges, and insurances are to be funded by the customer.

Tile Outlet reserve the right not to refund if the products are deemed as not being in a resalable condition, if there is no proof of purchase, or if the products are returned after the 30-day period.

We aim to process all refunds within 10 working days once we have received and inspected your return.

You can always contact us for any return question at hello@tileoutlet.co.uk.

Change of mind?
If you change your mind about an item, then you must return your unwanted items within 14 days of our response to your initial returns request. Delivery charges are non-refundable. Please be advised that a 25% restocking fee will apply to all returned items. This fee will be deducted from the total refund amount. Tile Outlet reserve the right to deny a return if the products are deemed as not being in resalable condition.

Incorrect or damaged deliveries
If you believe you have received the wrong order or the products you ordered arrive damaged, please get in touch with us within 24 hours by calling 020 3053 9145 or completing the returns form. You will be required to send photographic evidence.

Incorrect orders will be replaced within 7 working days. Delivered to you for free. Damaged goods will also be replaced or refunded.

Checks prior to fixing
It is the responsibility of the customer and their tile fixer to ensure that the goods ordered are of satisfactory quality and suitability for the purpose required. This includes colour, shade, and gauge. No claims can be accepted once the materials are used. Goods are supplied on the explicit understanding that British standards relating to tile fixings are followed.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at hello@tileoutlet.co.uk.