Refund policy
Tileflair Returns Policy
We want you to feel confident when ordering from Tileflair. If you need to cancel or return your order, the information below explains how our returns process works.
Cancelling or Returning Your Order
If you change your mind, please contact us within 14 days of delivery to request a cancellation or return. If your order has already been dispatched, we can still help you arrange a return.
Once you have informed us of your intention to return, tiles must be returned within 14 days. Refunds are processed within 14 days of receiving the goods.
Please note that special order tiles, clearance items and LVT products are non‑cancellable and non‑returnable.
To start a return, contact us at hello@tileflair.co.uk. Returns must be sent to:
Tileflair Returns
Units 5–7 Bush Industrial Estate
Hammersmith Road
Bristol
BS5 7BD
Items sent back to us without first requesting a return may not be accepted.
Returning Surplus Tiles
If you ordered more than you need, you can return unopened, full box quantities within 30 days of delivery.
Online orders: Inform us within 14 days of the final day of delivery
In‑store orders: No prior notification required
Return tiles within 30 days of delivery
Refunds are processed within 14 days of receiving the goods
Returns of more than 20% of the original order quantity will incur a 20% restocking fee.
Customers are responsible for all costs associated with returning goods, whether returning items themselves or arranging a courier collection through us. If we arrange a collection on your behalf, all costs will be clearly confirmed before the booking is made.
Please note: special order tiles, clearance items and LVT products cannot be returned as surplus under any circumstances.
Damaged Tiles or Shortages
If your order arrives damaged, defective, or with missing items, please notify us within 30 days of delivery. We will put things right by offering one of the following:
• A replacement
• A repair (where appropriate)
• A refund
We cannot refund or replace items where faults were identified before or at the time of sale.
Exceptions / Non‑Returnable Items
We are unable to accept returns for:
• Special order tiles
• Clearance items
• LVT products
• Items with faults identified before or at the time of sale
Exchanges
If you would like to exchange a product, the quickest method is to return the original item and place a new order once the return has been accepted.
All exchanges must follow the same conditions outlined above, including the requirement to request a return first, the responsibility for return or collection costs, and the exclusions for special order, clearance and LVT products, which cannot be returned or exchanged.
European Union 14‑Day Cooling‑Off Period
If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days of placing the order, for any reason.
Returned items must be in their original condition and packaging, and you will need to provide proof of purchase.
This cooling‑off period does not apply to special order tiles, as cancellations cannot be accepted once these items have been dispatched to the customer.
Refunds
We will notify you when your refund has been processed. Refunds are issued to your original payment method within 14 days of us receiving the returned goods.
Please note that your bank or card provider may take additional time to process the refund. It is your responsibility to check that the refund has been received and to contact us if it has not appeared within the expected timeframe.