Refund and Returns Policy

Porcelain and ceramic tiles are made in batches, and marble, onyx and stone-effect designs are made to copy natural materials. Tones, veining and background colour vary from tile to tile and batch to batch, and look different under different lighting. Product photos and on-screen colours are a guide only.

We strongly recommend ordering a sample before buying, and buying all the tiles you need for a project in one order so they come from the same batch. We can't guarantee a match with tiles bought on a different order or from another retailer.

Natural variation in shade, tone or pattern within the manufacturer's tolerances is not a fault, and does not mean the goods are incorrect or not as described.

You can cancel your order within 14 days of receiving the goods, under the Consumer Contracts Regulations 2013. To cancel, email sales@tilesparadiseuk.com with your order number. You must then return the goods within 14 days of telling us.

Your responsibilities

• You pay the direct cost of returning the goods. Tiles and SPC are usually delivered on pallets and can't be sent by normal post. If you ask us to arrange collection, a charge of £140 per pallet applies, deducted from your refund.
• Goods must be returned complete, in their original packaging and in a re-saleable condition. Please send us photos before they're collected.
• You're responsible for the goods until we receive them, so we recommend insured transport if you arrange it yourself.

Your refund

• We refund the price of the goods and the cost of standard delivery. If you chose a premium, timed or express delivery service, we refund only the cost of our cheapest standard delivery.
• If goods come back opened, handled beyond what's needed to inspect them, or damaged, we will reduce your refund to reflect the loss in value, including the cost of inspection, repacking and any reduction in resale value.
• Refunds are issued within 14 days of us receiving the goods (or of you providing proof of return, if sooner). Bank processing times may vary.

As a goodwill gesture beyond your legal rights, we may accept returns of full, unopened boxes of tiles and SPC flooring between 15 and 30 days after delivery.

• A 30% restocking/handling charge applies, plus return transport (£140 per pallet if we collect).
• Only full, unopened, re-saleable boxes are accepted.
• Delivery charges are non-refundable.
• Extended returns are at our discretion. Please contact us before sending anything.

• Leftover products once a project has started or finished. Due to our commitment to low prices and rapid stock turnover, we can't take back surplus tiles or SPC outside a cancellation under section 2.
• Special orders: items ordered in specially from a supplier for you, or not held as standard stock.
• Cut-to-size, personalised or made-to-order items.
• Samples.
• Goods that have been installed, fixed, cut, grouted or used.

Please check your delivery before signing. If anything looks damaged, sign for it as "damaged" and photograph it while it's still on the pallet.

• Tell us within 48 hours of delivery, with clear photos of the goods, packaging and delivery label. We need this to make a claim with our courier.
• Don't install, cut or throw away goods or packaging until we confirm next steps, as our courier may need to inspect or collect them.
• If goods are confirmed as damaged, faulty or incorrect, we'll replace or refund them and cover the cost of return collection.

Reporting after 48 hours doesn't affect your statutory rights, but it may take us longer to investigate and we may need to inspect the goods first. Installing goods is taken as acceptance that they were not visibly damaged and matched the product ordered.

• You can cancel within 14 days of delivery under section 2.
• Items must be unused, uninstalled and in original packaging.
• There is no restocking fee on bathroom products returned within 14 days in re-saleable condition.
• You're responsible for return postage and packaging the item securely. Items damaged in return transit because of poor packaging will have their refund reduced.

1. Email sales@tilesparadiseuk.com with your order number and the items you want to return.
2. Send photos of the goods in their packaging.
3. We'll confirm the returns address and any charges.
4. Arrange your return, or ask us to collect (charges apply).

We don't accept goods returned without contacting us first.