f you wish to return any goods to us, they must be returned in a re-saleable condition, in their full original carton/box, and the range is still for sale via our website.
If you receive damaged or incorrect tiles, you will need to inform Tiles Direct within 2 working days from delivery. Please provide images taken whilst the items are still on the pallet. We will endeavour to send replacements or issue a refund where applicable. This would need to come to [email protected].
There will be a restocking charge of 10% of the goods returned. 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.
We require clear images of each damaged tile or an image showing multiple tiles damaged. If these requirements do not illustrate the quantity of the tiles claimed to be damaged, a member of customer service will request further images, or even refuse to provide replacements or the option for a refund till the correct information is provided.
Once the goods arrive in the warehouse, please can you email [email protected] with the proof of delivery. This should entail the date and time of the delivery alongside a signature, as this will help speed up the process.
All the goods will be inspected due to the majority of the tiles on the website being sold per tile. The refund will be calculated in accordance with this.
Please note that a refund will only be processed once the goods arrive in our warehouse and have been fully inspected.
For all returned orders, you will need to fill in a returns form and attach this to your returned tiles.
Please find below the Tiles-Direct Returns form along with a returns label.