Refund and Returns Policy
🔄 Returns & Refunds Policy
This policy explains how returns, cancellations and refunds work at Tiles Paradise across tiles, SPC flooring and bathroom products. If you need any help, email sales@tilesparadiseuk.com.
- Change of mind: you can cancel your entire order within 14 days of receiving the goods.
- Bathroom products (mirrors/showers/radiators etc): no handling fee — customer pays return postage.
- Tiles & SPC flooring: returns are subject to a 30% restocking/handling charge (see below).
- Leftover products: we cannot accept returns of leftover tiles/SPC once a project is completed.
- Samples: non-returnable & non-refundable.
- All items must be returned in original packaging and in a re-saleable condition.
- If any boxes are opened, they must be resealed properly before being returned.
- If goods are not in a re-saleable condition when they arrive back with us, Tiles Paradise reserves the right to amend the refund amount based on the value of re-saleable goods.
💥 Damages / Incorrect Delivery (Tiles)
If your delivery contains damaged or incorrect tiles, please notify Tiles Paradise within 2 working days from the date of delivery.
- Please provide a clear image of the items while they are still on the pallet to help us expedite handling.
- We will aim to send replacements or issue a refund as quickly as possible, depending on the situation.
- Please do not dispose of goods or packaging until we confirm next steps, as our courier/insurer may require inspection or collection.
Email: sales@tilesparadiseuk.com
🧱 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 (Cancellation within 14 days)
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 returned goods.
- Please provide a photo of the goods prior to arranging transit so we can confirm they are in a re-saleable condition.
- Refunds are processed within 5 working days after we receive the returned items (bank processing times may vary).
If you decide to return an entire order, costs will need to be deducted for the original delivery, and the return transport costs.
🚚 Dispatch and Delivery (Amendments)
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 delivery dates, addresses and items are correct before dispatch. Given the potential weight of tile boxes, appropriate precautions may need to be arranged.
❌ Cancellation After Dispatch / Refused Delivery
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.
💷 Restocking / Handling Charge (Tiles & SPC)
While we typically have a 30% restocking/handling charge on returned tiles and SPC flooring, we understand that every situation is unique.
If you have concerns or special circumstances, please contact us at sales@tilesparadiseuk.com. Our team will review the specifics of your order and work with you to find the best possible solution.
🚿 Bathroom Products (Mirrors, Showers, Radiators etc.)
- Bathroom products can be returned within the policy timeframe provided they are unused, uninstalled and in original packaging.
- There is no return handling fee for these items.
- The customer is responsible for return postage and ensuring items are packaged securely.
📩 Contact
For any further inquiries or assistance, please contact: sales@tilesparadiseuk.com