Refund & Return Policy

Returns & Refunds

We hope you are happy with your Baked Earth purchase. If you need to arrange a return or report a problem, please contact info@bakedearth.co.uk or 01423 875944, quoting your order number.

This policy should be read alongside our Terms & Conditions. Nothing in this policy affects your statutory rights.

Damaged, Faulty or Incorrect Goods

Please check your order promptly and tell us about damage, shortages or incorrect goods as soon as possible, preferably within five calendar days of delivery. Please include photographs where available.

This helps us investigate quickly and does not shorten your statutory rights.

Do not install affected tiles or dispose of damaged goods before speaking to us. Keep the goods and packaging available for inspection where reasonably possible.

We will provide the remedy required by law, which may include repair, replacement or refund. No restocking fee applies to a valid faulty-goods claim. We will meet reasonable return or collection costs and refund delivery charges where legally required.

Cancelling Your Order

For consumer purchases made online, by telephone or by mail order, you normally have until 14 days after the day you receive your goods to tell us you wish to cancel. You then have a further 14 days to send them back.

If your order has already been dispatched, please contact us to discuss return arrangements.

You are responsible for the direct return cost where disclosed before purchase and permitted by law. No restocking fee applies to a valid statutory cancellation. If you cancel the whole order, we will refund the standard outbound delivery charge.

You may open packaging to reasonably inspect the goods. We may make a lawful deduction for an actual reduction in value caused by handling beyond what is necessary for inspection.

Our Additional 30-Day Returns Policy

Alongside your statutory rights, we accept eligible surplus tiles and unwanted goods returned to our warehouse within 30 days of delivery or collection.

Under this additional policy:

• Tiles must be unused, undamaged and in complete original cartons, with the range still available on our website.
• Cartons must have been stored and transported upright.
• Rugs, baskets and accessories must be unused and in their original packaging.
• Goods and packaging must be suitable for resale, and proof of purchase is required.
• A 20% restocking fee, based on the price actually paid for the returned goods, will be deducted from your refund or credit. This covers opening, inspection, handling and repacking.
• You arrange and pay for return transport, insurance and handling.
• Original delivery charges are not refundable under this additional policy.

We may waive the restocking fee at our discretion.

Packing & Returning Tiles

Contact us before arranging a return so that we can provide the full address and delivery instructions for our distribution warehouse in LS12 6AL. Do not send returns to our Harrogate address unless instructed.

Tiles must be securely palletised and returned by a suitable pallet delivery service, unless we agree another safe method in writing. Ordinary parcel couriers carry a significant risk of breakage.

Keep cartons upright, with the tiles standing vertically on their edges. Do not lay cartons flat with the tiles lying horizontally.

Follow the packaging instructions, keep cartons dry and secure them against tipping or movement. Reuse the original pallet and protective packaging where suitable.

We recommend taking photographs before wrapping and again once the pallet is fully packed, and keeping your carrier’s collection receipt.

Incorrect stacking or handling can cause cracking, chipping and breakage. We are not responsible for damage caused by your storage, handling or independently arranged transport, except where we caused or contributed to it.

We may refuse incorrectly handled cartons under our additional 30-day returns policy. For statutory cancellations, any deduction must be lawful and reflect an actual reduction in value. Incorrect stacking does not remove rights relating to an unrelated fault or damage already present when supplied.

Exclusions & Extra Boxes

Our additional 30-day policy does not cover:

• Custom-made or personalised goods.
• Special-order or non-stock products identified before purchase as excluded from this additional policy.
• Clearance or sale items expressly marked before purchase as non-returnable under this additional policy.
• Installed tiles, part-used cartons or goods damaged through incorrect storage, handling or transport.

Complimentary tiles or boxes supplied free of charge have no separate refundable value. Goods sent in error and not purchased by you do not create an entitlement to a refund. Please contact us so that we can agree a suitable resolution, including collection at our expense where required.

These exclusions do not override statutory rights. A sale price or “special order” description alone does not remove consumer cancellation rights.

Collection Orders

Please check collected orders before leaving, opening cartons where reasonably necessary.

If you independently appoint a carrier that we have not offered as a delivery option, responsibility for accidental loss or damage normally passes when we hand the goods to that carrier. Damage caused afterwards by that transport should be claimed from the carrier.

This does not exclude our responsibility for pre-existing damage, faulty goods, inadequate packaging for the agreed collection arrangements or damage caused by our staff. A collection check does not remove rights concerning concealed defects.

Refunds

We aim to process refunds within 3–5 working days of receiving and inspecting returned goods, subject to any earlier legal deadline.

For statutory cancellations, where we have not offered collection, we will refund without undue delay and within 14 days of receiving the goods back or evidence that they have been sent back, whichever is earlier. Where we have offered collection, the applicable deadline runs from notification of cancellation.

For goods rejected under the Consumer Rights Act 2015, refunds will be made without undue delay and within 14 days after we agree your entitlement.

Refunds use the original payment method unless you expressly agree otherwise. Your payment provider may take additional time to display the credit.

Installation Guidance

Our installation guides and website advice provide general guidance, not a project-specific installation specification.

Unless agreed in writing or required by law, Baked Earth does not undertake to provide a bespoke installation guide, site assessment or technical specification. You and your installer should obtain the technical information needed for your project.

This does not exclude responsibility for information or advice for which we are legally responsible.

Consumer cooling-off rights do not apply to business purchases. Business returns follow our additional returns policy or specific written terms, subject to applicable law.