Returns & Refunds

1. Who this applies to

Sections 2 to 7 set out the cancellation right that the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give to consumers buying at a distance. Sections 8 to 10 apply to every customer and are based on the Consumer Rights Act 2015. Section 11 explains how trade accounts differ.

2. Cancelling within 14 days

As a consumer you may cancel a distance order without giving a reason. The cancellation period ends fourteen days after the day on which you, or someone you have named, takes physical possession of the goods. Where an order is delivered in more than one consignment, the period runs from the day the last consignment arrives.

You do not have to wait for delivery. An order may be cancelled from the moment it is placed.

3. How to cancel

Tell us clearly that you are cancelling, before the fourteen days expire. Email , telephone , or write to at . Please quote your order number, the ranges and quantities concerned, and the date of delivery.

A simple statement is enough. You may use the model cancellation form in the Regulations if you prefer, but you are not required to. We will acknowledge your cancellation in writing on the day we receive it or the next working day, and that acknowledgement is your evidence that you cancelled in time.

4. Sending goods back

Return the goods to us without undue delay and in any event within fourteen days of telling us you have cancelled. Tiles must be complete, unused and uncut, in their original packs, with the batch label intact.

You bear the direct cost of return. Tiles are heavy and fragile, so we strongly recommend a palletised carrier with insurance rather than a parcel service. If you would like us to collect, we will quote the carrier's charge before booking and deduct it from your refund with your agreement. As a guide, a single pallet from a mainland address is typically in the region of the outbound delivery charge shown on your invoice.

Please shrink-wrap and corner-protect the pallet as it arrived. Goods damaged on their way back to us because they were inadequately packed may be refunded at a reduced value.

5. Handling and deductions

You may handle the goods as you would in a shop: open a pack, take out a tile, look at it in daylight, hold it against a wall. If you go further and the value of the goods is reduced as a result, for example by cutting, drilling, adhering, sealing or grouting a tile, we may deduct that reduction from your refund.

We will always explain any deduction in writing, itemised against the packs concerned, before the refund is issued.

6. Refunds and timing

We refund the price you paid for the returned goods together with the standard outbound delivery charge. Where you chose a faster or more expensive delivery option, we refund the standard rate only, and where only part of an order is cancelled the outbound delivery charge is not refunded.

Refunds are made within fourteen days of the day we receive the goods back, or of the day you give us proof that you sent them, whichever is earlier. If nothing was delivered, we refund within fourteen days of being told you have cancelled.

We refund to the same payment method you used, in the same currency you paid in. Where an order was priced in one currency and settled in another, the refund is calculated at the rate applied to the original transaction, so the amount you receive matches what left your account. We do not charge a fee for issuing a refund.

7. Where the cancellation right does not apply

The Regulations exclude certain goods from the fourteen-day right. In our range this means:

• tiles and slabs cut, mitred, drilled or otherwise made to your measurements or drawing;
• ranges produced or imported specifically to your order and not held as stock;
• goods that were sealed for health protection and have been unsealed after delivery, which for us covers opened adhesive, grout and sealant.

We tell you before you order if an item falls into one of these categories. These exclusions do not affect your rights if the goods turn out to be faulty or not as described.

8. Damaged or wrong on arrival

Please count the packs and inspect the pallet while the driver is present, and record any damage or shortage on the delivery paperwork before signing. Tell us within seventy-two hours of delivery, with photographs of the pallet, the packs and the affected tiles, and we will arrange a replacement or a full refund at no cost to you.

A small number of broken tiles inside a pallet is normal in transit and is covered by the wastage allowance we quote. Where breakage goes beyond that allowance, we replace the affected packs.

9. Faulty goods

Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. If they are not:

• within thirty days of delivery you have the short-term right to reject and to a full refund;
• after thirty days and within six months you may ask for a repair or replacement, and if that fails or is disproportionate you may claim a refund, which may be reduced to reflect use;
• after six months the same remedies remain available for up to six years in England, Wales and Northern Ireland, and five years from discovery in Scotland, although you may need to show that the fault was present at delivery.

Send us the batch reference from the pack label, the delivery date and photographs, and we will assess the claim within five working days. We pay the cost of returning faulty goods.

Damage caused by unsuitable substrate preparation, an unsuitable adhesive, missing movement joints, impact or unsuitable cleaning products is not a manufacturing fault. Section 4 of our specification notes on the home page sets out what to check before laying.

10. Shade, batch and surplus material

Fired ceramic products vary. Every range is graded for shade variation and the grade is stated on the delivery note, so a difference in tone within the stated grade is a characteristic of the product rather than a defect. This is why we send full-tile samples before you order and why a whole floor should be taken from one batch.

Surplus full packs from a stock range may be returned within thirty days of delivery if unopened, undamaged and still labelled. A restocking charge of fifteen per cent applies, and outbound delivery is not refunded. This is a goodwill arrangement offered in addition to your legal rights and does not limit them.

11. Trade orders

Orders placed by a business are outside the Consumer Contracts Regulations, so the fourteen-day cancellation right in section 2 does not apply. Trade customers keep the remedies for damaged, incorrect or faulty goods described in sections 8 and 9, and may return unopened stock packs under section 10 on the same terms.

12. Contact

Cancellations, returns and claims are handled by , trading as , company number , registered office .

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland you may also bring proceedings in your own courts.