1. Your right to cancel

You have a legal right to cancel your order within 14 days of receiving your goods. If you exercise this right, you are entitled to a full refund in accordance with this returns policy.

Beyond your statutory 14-day right, we accept returns for up to 30 days from the date of delivery as a goodwill gesture, subject to the conditions below.

2. Return eligibility

To be eligible for a return, your item must meet all of the following conditions:

3. How to make a return

To start a return, contact us first so we can advise on the best way to proceed:

Once approved, send your order back to us with your name and order number clearly included. We will process your refund once the goods have been received and inspected.

4. Refunds

4.1 Standard refunds

Once we have received and inspected your return, we will notify you of the outcome. If approved, your refund will be issued to your original payment method within 3–5 working days.

Please allow additional time for your bank or credit card provider to process and post the refund. If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at info@tileexperience.co.uk.

4.2 What is refunded

4.3 Cancellation before dispatch

If you cancel your order before it has been dispatched, we will refund the full amount including any delivery charge paid. If you cancel after dispatch, you will need to reject the delivery — the goods will be returned to us and refunded excluding the delivery charge, as this cost has already been incurred.

5. Non-stocked items & restocking fees

Items from brands that are not held in our own warehouse (non-stocked products) are sourced and fulfilled directly by the manufacturer. Returns for these items may be subject to a restocking fee of up to 20%, as this charge is passed on directly from the supplier.

Customers are responsible for arranging the return of non-stocked items to the manufacturer.

6. Damaged, defective or incorrect items

We inspect all orders before they leave our warehouse. However, if your order arrives damaged, defective, or incorrect, please follow the steps below.

7. Exchanges

We do not process direct exchanges. The quickest way to get the item you want is to return your original order (subject to the conditions above) and place a new order once the return has been approved and processed.

8. Contact us

If you have any questions about returns or refunds, our team is happy to help. We are available Monday to Friday, 8:30 am – 5:00 pm.

1. Your right to cancel

You have a legal right to cancel your order within 14 days of receiving your goods. If you exercise this right, you are entitled to a full refund in accordance with this returns policy.

Beyond your statutory 14-day right, we accept returns for up to 30 days from the date of delivery as a goodwill gesture, subject to the conditions below.

2. Return eligibility

To be eligible for a return, your item must meet all of the following conditions:

3. How to make a return

To start a return, contact us first so we can advise on the best way to proceed:

Once approved, send your order back to us with your name and order number clearly included. We will process your refund once the goods have been received and inspected.

4. Refunds

4.1 Standard refunds

Once we have received and inspected your return, we will notify you of the outcome. If approved, your refund will be issued to your original payment method within 3–5 working days.

Please allow additional time for your bank or credit card provider to process and post the refund. If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at info@tileexperience.co.uk.

4.2 What is refunded

4.3 Cancellation before dispatch

If you cancel your order before it has been dispatched, we will refund the full amount including any delivery charge paid. If you cancel after dispatch, you will need to reject the delivery — the goods will be returned to us and refunded excluding the delivery charge, as this cost has already been incurred.

5. Large slabs, book-matched, non-stocked items & restocking fees

Items from brands that are not held in our own warehouse are classed as non-stocked or special order items. Returns for these items may be subject to supplier restocking or administration charges.

Large slabs, book-matched slabs and special order items are subject to a 35% administration/restocking fee once processing has started. This charge reflects handling, sourcing, supplier and return administration costs.

Customers are responsible for arranging and covering all return shipping costs. Return shipping costs are only covered by us where items are confirmed as faulty, damaged in transit, or incorrectly supplied.

Customers are responsible for arranging the return of non-stocked items to the manufacturer.

6. Damaged, defective or incorrect items

We inspect all orders before they leave our warehouse. However, if your order arrives damaged, defective, or incorrect, please follow the steps below.

7. Exchanges

We do not process direct exchanges. The quickest way to get the item you want is to return your original order (subject to the conditions above) and place a new order once the return has been approved and processed.

8. Contact us

If you have any questions about returns or refunds, our team is happy to help. We are available Monday to Friday, 8:30 am – 5:00 pm.