Damages / Incorrect Delivery If your delivery contains damaged or incorrect tiles, please notify us at Tiles Paradise within 2 working days from the date of delivery. It's important that you provide us with an image of the items while they are still on the pallet to expedite the handling process. We will aim to send replacements or issue a refund as quickly as possible, depending on the situation.
Leftover Products Due to our commitment to low prices and rapid stock turnover, we are unable to accept returns of leftover products once a project is completed or if they fall outside of a full order cancellation.
Change of Choice You have the right to cancel your entire order within 14 days of receiving the goods. After notifying us of your intention to cancel, you have 14 days to return the goods to our main distribution warehouse. All returned items must be in their original packaging. If any boxes are opened, they must be resealed properly. You are responsible for arranging the transport and insurance of the returned goods. Refunds are processed within 5 working days after we receive the returned items. Please provide a photo of the goods prior to arranging transit to confirm that they are in a resalable condition.
Dispatch and Delivery Once your order is dispatched from our warehouse and is with the courier, you will receive a dispatch email. At this point, the order can no longer be amended. Please ensure that the delivery dates, addresses, and the items are correct before dispatch. Given the potential weight of tile boxes, appropriate precautions may need to be arranged.
Cancellation After Dispatch If an order is cancelled after it has been dispatched or if the delivery is refused, a flat rate charge of £70 per pallet will be applied for the items to be returned to us.
Special Orders Items that have been specially ordered to meet specific customer needs cannot be returned for a refund.
For any further inquiries or assistance, please reach out to our customer service at sales@tilesparadiseuk.com. We are here to help ensure your satisfaction with every purchase from Tiles Paradise.
While we typically have a restocking charge of 30% on returned items, we understand that every situation is unique. We encourage you to get in touch with us directly at sales@tilesparadiseuk.com if you have concerns or special circumstances regarding your order. Our team is committed to working with you to find the best possible solution based on the specifics of your order. Your satisfaction is important to us, and we're here to help make your experience as positive as possible.
If the goods are not in a re-saleable condition when they arrive back with us, Tiles-Paradise reserve the right to amend the amount of the refund based on the value of re-saleable goods.
If you decide to return an entire order, costs will need to be deducted for the delivery, and the return costs.
