Damages
💥 Damages Policy
We take great care when packing and dispatching orders. However, due to the nature of heavy and fragile goods, damage can occasionally occur during transit. Please follow the guidance below to ensure any issues are resolved quickly.
Report within 2 working days
All damage or missing item claims must be reported within 2 working days (48 hours) of delivery.
How to report
Email your order number, description, and photos to sales@tilesparadiseuk.com
⚠️ Important – Do not dispose of damaged goods
- If damage occurs, do not dispose of any items or packaging.
- Our courier or insurer may need to inspect or collect the damaged goods.
- Disposal of goods before authorisation may result in the claim being rejected.
🧱 Pallet Deliveries – Proof of Delivery
- If visible damage is present, note it on the courier proof of delivery.
- Do not sign or mark the delivery as “checked & clear / clean”.
- Take clear photos before moving or unpacking goods.
🛡️ Extended Delivery Protection (Optional)
If you purchased Extended Delivery Protection (£9.99), your damage reporting window extends to 4 working days from delivery. This does not apply once items are cut or installed.
🧱 Tiles & SPC Flooring (Pallet Orders)
- Damage must be reported within 2 working days (48 hours) (or 4 working days with Extended Delivery Protection).
- No claims can be accepted once tiles have been cut or installed.
- Minor edge chipping may occur during transport and is considered normal wastage.
- We recommend ordering a minimum of 10% extra tiles to allow for cuts, wastage and contingencies.
- Please check all tiles thoroughly before installation.
🚿 Mirrors, Showers, Radiators & Bathroom Products
- Damage must be reported within 2 working days (48 hours) (or 4 working days with Extended Delivery Protection).
- Do not install damaged or faulty items.
- Installed items are deemed accepted and are not eligible for damage claims.
🔁 Resolution
- Once your claim is reviewed, we will confirm whether a replacement or refund is appropriate.
- Additional information or images may be requested to support courier or insurance claims.
🚫 Claims we cannot accept
- Damage reported outside the stated timeframes.
- Claims after cutting, installation, or use.
- Goods disposed of without authorisation.
- Damage caused after delivery or due to improper storage.
❓ Damages FAQs
Why must I keep damaged items?
Our couriers or insurers may need to inspect or collect damaged goods as part of the claims process.
Please do not dispose of items until we confirm next steps.
What if I can’t check my delivery immediately?
We recommend being available for pallet deliveries. If you need extra time to inspect your order,
you can add Extended Delivery Protection (£9.99) at checkout, extending the reporting window to
4 working days.
How do I report damage?
Email sales@tilesparadiseuk.com
with your order number, delivery date, description, and supporting photos.