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Refund policy

Damages and Returns

If I have ordered extra items, can I return them for a refund?

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

All returned items must be:

  • Unused

  • In their original packaging

Returned tiles will be inspected at our warehouse, and a refund will be issued accordingly.
Refunds can only be made to the original method of payment.

Can Tilezone arrange a collection for the returns?

Yes, we can arrange a collection for returned goods. Please note:

  • The return delivery charge will be the same as the original delivery charge paid.

  • In addition, a collection fee of £30 will apply.

How can I book a collection for a return?

To request a collection, please email us at info@tilezone.co.uk.

Before a collection can be booked:

  • All return goods must be securely packed on a pallet.

  • Once secured and ready, please email us a photo of the palletised goods.

Upon receipt of the photo, we will arrange collection with our haulage company.

What should I do if I receive damaged tiles?

Claims for damaged tiles can only be accepted if the delivery is signed for as “Damaged Goods”.

If the delivery is not signed for as “Damaged Goods”, the haulage company will not accept a damage claim. As a result, Tilezone will be unable to replace or refund any damaged tiles.

Our contract with the haulage company allows drivers to wait up to 20 minutes for you to inspect the goods before signing.

If you have any concerns at the time of delivery, please contact us immediately on 0203 432 5198 before signing.

What is Tilezone’s process for sending replacements?

If the delivery has been signed for as “Damaged Goods”, we can proceed with either a replacement or refund.

The following is required:

  • Clear photo(s) showing the type and extent of the damage

  • One photo showing the total number of damaged tiles together to validate the claim

Please email the photos to info@tilezone.co.uk.

Once received:

  1. We will arrange collection of the damaged tiles via our haulage company.

  2. After the damaged tiles are collected, replacement tiles will be dispatched.

This process (reporting, collection, and replacement) usually takes 2–3 weeks.

Can I request a refund instead of replacements for damaged tiles?

Yes, you may request a refund instead of replacements. Refunds are usually processed quicker than replacements.

The process remains the same:

  • Damaged tiles must be reported correctly

  • Damaged tiles must be collected by the haulage company before a refund is issued

Please note that, in all circumstances, Tilezone reserves the right to decide whether a replacement or refund will be issued for any valid damaged goods claim.

What if I have ordered items that I no longer need or do not like?

Yes, you may return them.
For full details regarding returns and collections, please refer to Questions 1–3 in this Damages and Returns section.

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