Refund & Return Policy

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 info@bakedearth.co.uk 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 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.

Returns

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 cost. We will not refund/return any goods if the boxes have NOT been stacked vertically, the tile boxes should not be laid flat. The customer is liable to dispose any damaged tiles or send back to our warehouse at their own cost.

Surplus Returns Policy

Surplus: We will refund any tiles in their original boxes within 30 days of the date of delivery. The customer is responsible for arranging the return of the goods to our main distribution warehouse (LS12 6AL) using a pallet delivery service, as sending tiles via parcel courier will result in significant breakages.

We will not refund any extra boxes that have been sent by mistake or as a goodwill gesture to cover potential waste. Goods will not be eligible for refund or return if the boxes have not been stacked vertically; tile boxes must not be laid flat.

Refunds will be processed within 3 to 5 working days following receipt of the return. Please note that all surplus returns are subject to a restocking fee equivalent to twenty percent (20%) of the original cost of the goods. This fee will be deducted from any refund or credit issued, as each carton must be opened, inspected, and re-packed before it can be resold to another customer.

 

Change of Choice Return Policy

 

We want you to be completely satisfied with your purchase. However, if you change your mind, you may return eligible items under the following terms:

1. Eligibility

• You have the right to cancel your order within 14 days of receiving your goods, in accordance with the UK Consumer Contracts Regulations 2013.
• We extend this period and allow returns for up to 30 days from the date of delivery, provided the goods are in their original condition.
• Goods must be returned in their original packaging and in a resalable condition.

2. Return Conditions

• Returns must be delivered to our main distribution warehouse.
• The buyer is responsible for the cost of returning the goods, including transport, insurance, and any handling arrangements.
• For tiles, boxes must be stacked vertically at all times. Returns will not be accepted if boxes are laid flat or show signs of mishandling.
• Rugs, baskets, and accessories must be returned unused and in their original packaging.

3. Exclusions

The following items cannot be returned for a change of choice:

• Custom-made or personalised products
• Clearance or sale items marked as “non-returnable”
• Goods not returned in original packaging or damaged due to poor handling

4. Refunds & Restocking Fee

• A 20% restocking fee will be deducted from your refund or credit, unless waived at our discretion as a goodwill gesture.
• Refunds will be processed within 3–5 working days of receiving and inspecting your return.
• Original delivery charges are non-refundable.

5. Faulty or Incorrect Goods

This policy applies to change of choice only. If your goods arrive damaged, faulty, or not as described, your statutory rights under the Consumer Rights Act 2015 apply, and you may be entitled to a full refund, repair, or replacement.

 

Other Returns -  

If you wish to return any goods to us, it must be returned to us in re-saleable condition, in its full original carton/box and the range is still for sale via our website.

The customer will be responsible for organising the return of the goods to our distribution warehouse return centre within 30 days of the delivery date. The refund will be processed within 3-5 working days following our receipt of the re-saleable items. Therefore we recommend that you put the tiles back on the pallet they were delivered on, and securely fasten the tiles so they are not able to move around. It is always helpful in the event that damage may be caused in transit to take a couple of photographs before they are wrapped and when they are wrapped, before they are sent. Because of batching issues etc, we can only accept returns within 30 days of the tiles being delivered. The original delivery costs will not be refunded. 

Please note:

Baked Earth is not obliged to provide any installation guide or technical data. The installation guide on the Baked Earth website is for guidance only and customers should always obtain their own technical information how to install the tiles.