If the Buyer cancels the order after dispatch, but before physical delivery, the Buyer will be expected to accept delivery of the goods and take responsibility for the return of the goods to the Company. A refund will be issued for the Goods once the goods have been received and inspected by the Company, as being in a resalable condition. The Company will not accept under any circumstances the cost for delivering, or re-packaging of the goods.
The Buyer can within 5 days of receipt, cancel their order. Cancellations should be made either in writing, by email to [email protected] or via telephone, to our Customer Services Team : +44 (0)1423 875944. The Customer does not need to give a reason, however, a brief outlined explanation will help us to improve our Customer Service in the future. If the Customer decides to cancel the order, a refund for the GOODS will be issued less 30% restocking fee, the original delivery costs will also not be refunded.
If the order is cancelled, the goods must be returned to the Company, The cost for returning the goods is the responsibility of the Buyer.
The goods must arrive in a resalable condition, therefore the Buyer, before returning the goods must ensure that the packaging is suitable for the safe return of the product. The cost for any additional packaging will be the responsibility of the Buyer.
The Buyer should return goods using conventional haulage and should not use Express or Special Transportation services, unless specifically agreed with the Company, in writing, prior to the goods being returned.
If the original packaging has been opened or is deemed by the Buyer to require improvement, to allow the safe return of the goods, it is the responsibility of the Buyer to complete a re-packing exercise, at their cost. The Company will not accept any costs for the re-packing of goods, in any circumstances.
Refunds for cancellations will only be processed once the goods have arrived with the Company and have been fully inspected and deemed to be in a resalable condition. The Company reserve the right to amend the amount refunded based on the value of the resalable goods.
Refunds will be processed as a priority, however, dependent upon circumstances, the administration may take up to 3-5 working days to complete. The maximum time period to refund any monies will not exceed 30 Days from the receipt of goods. Additionally, please note, any monies paid back to Credit / Debit cards may take a further 3-5 days to show on Customers statements. – However, it may be possible to improve on these timings by contacting your Bank / Card account company.
After 7 (seven) working days from delivery, if the Buyer wishes to cancel the order, this action will be considered to be a ‘Return’ and be covered by our Returns Policy – see below.
Damages / Incorrect Delivery – If you receive damaged or incorrect tiles you will need to inform us within 5 days of delivery. We will send replacements as quickly as possible or a refund for the GOODS will be issued less the original delivery, We will not refund/return any goods if the boxes have NOT been stacked vertically. We will refund any tiles in their original boxes within 14 days of the date of delivery. The customer will be responsible for arranging the return of the goods to our main distribution warehouse.
Surplus – We will refund any tiles in their original boxes within 14 days of the date of delivery. The customer will be responsible for arranging the return of the goods to our main distribution warehouse. The tile boxes should not be laid flat. Refunds will be processed within 5 working days following our receipt of the return, less 30% restocking fee.
Change of Choice – The customer will have the right to return goods if they are not happy with their selection. The goods must be returned in the original packaging to our main distribution warehouse and the customer will be responsible for arranging transport and insurance of goods. This must be done within 5 days of receiving the order. Refunds will be processed within 5 working days following our receipt of the return, less 30% restocking fee and the original delivery costs will also not be refunded.