Tile Returns Policy - Retail
PLEASE NOTE THAT WE HAVE EXTENDED OUR TILE RETURNS POLICY TO COVER THE PERIOD OF OUR TEMPORARY CLOSURE. THE NUMBER OF DAYS WE ARE CLOSED ARE EXCLUDED FROM YOUR STANDARD RETURNS DAYS, I.E. IF YOU RECEIVED YOUR ORDER BEFORE WE CLOSED OUR SHOWROOMS ON TUESDAY 2 JANUARY 2021 WE WILL COUNT THE NUMBER OF DAYS BETWEEN YOU RECEIVING YOUR ORDER AND WHEN WE CLOSED, AND THEN CONTINUE COUNTING THE NUMBER OF DAYS FROM WHEN WE REOPENED ON 12 APRIL 2021.
IF YOU ORDERED ONLINE WHILST OUR STORES WERE TEMPORARILY CLOSED, THEN YOUR RETURNS TIMEFRAME STARTS FROM 12 APRIL 2021.
1. Cancel your order
If you change your mind about the tiles you have ordered and want to cancel the whole order*
| In Store Purchase | Online/Telephone Purchase | |
| You must inform us within: | 14 days starting on the last day you receive delivery of the goods | 14 days starting on the last day you receive delivery of the goods |
| You must return the tiles to us within: | 14 days after you inform us to wish to cancel your order | 14 days after you inform us to wish to cancel your order |
| When we will make the refund to you: | Within 14 days from the last day we receive the goods back from you | Within 14 days from the last day we receive the goods back from you |
2. Return surplus tiles*
| In Store Purchase | Online/Telephone Purchase | |
| You must inform us within: | n/a | 14 days starting on the last day you receive delivery of the goods |
| You must return the tiles to us within: | 30 days starting on the last day you received delivery of the goods | 30 days starting on the last day you received delivery of the goods |
| When we will make the refund to you: | Within 14 days from the last day we receive the goods back from you | Within 14 days from the last day we receive the goods back from you |
* Please view the list of returnable items in our Terms and Conditions, Section 8
3. Damaged tiles or shortages
Damaged tiles or shortages or any other errors must be reported to Tileflair within 30 days of delivery and we will replace the item, repair it (if appropriate) or refund you for the item. No refund or exchange will be given for faulty goods in respect of faults which have been indicated by us to you prior to or at the time of sale.