(for tiles & tiling materials)
The duration of our return policy is 30 days, providing you with the opportunity to initiate a return within this timeframe starting from the date of receiving your item.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
To start a return, you can contact us at info@tileexperience.co.uk.
Return Address:
Tile Experience
108 Beddington Lane, Croydon, ENG, CR0 4YY, United Kingdom
Send your order back to us with your name and order number (order id) and we will process your refund excluding the original shipping cost.
Please note: All non-stocked items being returned might be subject to 20% restocking fee due to this being passed on from the supplier.
Dameges
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.
Send your order back to us with your name and order number (order id) and we will process your refund excluding the original shipping cost.
We inspect all orders prior to leaving our warehouse to make sure there are no damages, however if in the unlikely event your order has been damaged in transit please email us within 7 days of receipt at info@tileexperience.co.uk with images of your damaged order and your order number. Once received we will send out replacements on our next day delivery service.
How to replace ordered item?
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 3-5 working days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@tileexperience.co.uk.
(for large slabs)
We value your satisfaction and want to ensure that your experience with us is as seamless and transparent as possible. This policy outlines the guidelines and procedures for refunds and returns, so you can shop with confidence, knowing your rights and our commitment to customer service.
We hope you’ll be satisfied with your purchases from us. However, if you wish to return products, you can exercise your legal right to cancel. You possess a legal entitlement to cancel a contract between you and us within 14 days following the delivery of your products. If you exercise this right, you will be entitled to a full refund in accordance with our returns policy below. Please be aware that the right to change your mind does not apply to bespoke Products that you procure from us (i.e., Products not listed on our website).
In the event that you receive damaged or incorrect tiles, it is essential to notify us within 2 working days of the delivery. A Company representative will respond to your notification within two working days to engage in a discussion regarding potential refunds and/or to schedule the earliest possible delivery date for any replacement orders (contingent on stock availability at that time).
To initiate the cancellation of the Contract between you and us, you must notify us of your intent within 14 days following the delivery of your Products. The cancellation period will conclude 30 days from the day you received the goods. Please communicate your decision in writing or through email at info@tileexperience.co.uk.
Returns can only be accepted for your entire, unopened order of Products. We cannot accommodate returns for partial orders or unwanted packs.
We can only provide refunds for undamaged products that are in a resalable condition and within their original, unopened packaging.
We will reimburse you for all payments received, including the original delivery cost. Please note that you’ll be responsible for the cost of returning the Products to us.
Refunds will be processed after the Products have been received and inspected in our warehouse. We endeavour to complete all reimbursements within 7 working days from the receipt of Products in our warehouse. Refunds will be issued via the original payment method.
Ensuring the Products are securely pallet-wrapped and ready for collection on the agreed date is your responsibility.
Should you wish for the Company to organize the collection of the Goods, a charge may apply. It is advisable to verify this charge prior to making a collection request. When loading returns onto your selected transport company’s vehicle, it’s recommended to take photographs of the goods before loading and to have the driver acknowledge the condition of the goods. It is important to understand that any damage occurring during transit by the transport company will constitute a contractual matter between you and the transport company directly. We will not assume any responsibility for resultant loss or damage in such cases.
All returns must be made within 30 days without exception. Instances of shortages, damages, and incorrect deliveries need to be communicated to **Tile Experience **within two working days of receipt.
Whenever feasible, these issues will be addressed within an additional five working days, contingent upon availability. Providing a copy of a signed Proof of Delivery (POD) is required for these cases.
Your satisfaction remains our priority.