Please refer to the “Cancellations/Returns” section on the “Terms & Condition” page of our website. The link for the T & C page is as follows: https://www.tilezone.co.uk/Terms-and-Conditions

Upon delivery, you will have up to 20 minutes to carefully check and sign for your order. If the driver does not allow you to check the goods, you are entitled to refuse the goods.

It is important for you to check all the tiles. Sometimes they can be damaged during delivery.

Please ensure the following steps are followed in the event of any damages:

1. Check all goods are present.
2. Inspect for any damages.
3. Take Photos of the Damages (Full Pallet and Damaged goods).
4. Please sign for as "Damage Goods" on the driver's electronic device or delivery note, in any event of any damages.
5. Inform us within 24 hours by Phone or Email.

All the Above steps must be completed.

Please note that we can ONLY issue free replacements IF the above steps are followed.

 Yes, you can return any unused items within 30 days from the date of purchase.

They need to be in the original packaging. The returned tiles will be checked at our warehouse and a refund for the returns will be issued accordingly.

Refund can ONLY be issued back to the original means of payment.

A collection can be arranged for any returns, however in addition to the return's delivery charge; there will be an additional Collection Fee of £30.

The return's delivery charge will be the same as the delivery charge paid for shipping out the goods to your delivery address..

Request for collection can be made by sending an email to us at info@tilezone.co.uk.

The return goods must be secured on a Pallet. Once the return goods are secured on a Pallet and ready for collection, a picture of the secured Pallet must then be sent to our email.

Upon receiving the picture of the Secured goods, we will then book a collection with the Haulage company.

Any claims for receivng damaged tiles can only be accepted if the delivery was signed for as "Damaged Goods".

If the delivery is not signed for as "Damaged Goods", the Haulage company does not accept any claims for damages in Transit.

Therefore, Tilezone will not be able to replace or refund any Damage tiles that are not signed for.

Our contract with the Haulage company is that the drivers have to give you upto 20mins to check the goods before signing for delivery.

If you have any issues or concerns when signing for the delivery, please do not hesitate to contact us on 02034325198.

If the delivery was signed for as "Damaged Goods" we can only then replace or refund the damage tiles.

1. A pic/pics showing the quantity and nature of damage needs to be sent to our email address, info@tilezone.co.uk.

2. The total number of damage tiles must be shown in one pic to validate the claim's total number of damage tiles.

3. We will then arrange for a collection of the damage tiles by the Haulage company.

4. Once the damaged tiles are collected by the Haulage company, we can then send replacments out to you for the damaged tiles.

This whole process of replacing damaged tiles (reporting damaged tiles, collection of the damaged tiles and sending out replacements of the damaged tiles) ususally take 2-3 weeks.

Yes, you can certainly request for a refund instead of replacments. A refund's process is usually quicker compared to replacements. 

The process of getting refund for a Damage Goods Claim is the same as getting replacments. The refund can only be issued after the Damage tiles have been collected by the Haulage company.

However, in any circumstances; Tilezone will retain the final right to choose whether to send replacments out or issue a refund for a valid Damage Goods Claim.

Yes, indeed you can return them. For full details of return and collections, please refer to questions 1-3 of this section (Damages and Returns).