Stock Item Orders: We offer a 30-day return period for stock items. Please note that we can only accept returns of full unopened and resalable boxes. Due to logistical constraints, we cannot accept returns of partial orders, as the value of a few leftover boxes would not exceed the cost of the delivery charge for re-collection which is £60 per pallet. If you are unsure about how much to order please feel free to contact us. Therefore, we kindly request that you ensure all stock items are returned in their entirety. The product must be returned in its original packaging and on the pallet it was delivered on, our team will arrange for a collection of the returned goods. Once received and inspected, a full refund will be issued which will normally take 3-5 working days.

Special Order Items: Please note that special order items are ordered specifically for each individual order and, therefore, cannot be returned. We encourage you to carefully review the specifications and details of special order items before placing your order.

Damaged Items: We currently have a 98% success delivery rate with no damages occurring, given the nature of our products uninstalled is pretty impressive and we are super proud of this stat. However, if you are unlucky enough to receive damaged goods It is essential to inspect and report any damages upon delivery before the delivery driver leaves. Please photograph any damages as evidence as we need this to report to our hauliers. We do not accept claims for damages that amount to less than 5% of the total order quantity. This allowance typically covers expected wastage during the installation process as we always recommend ordering 10% for wastage and cuts. In some cases, we may include extra damaged tiles on top of your pallet for offcuts if large enough for your tiler, rather than just throwing them away, this is not charged to you but added to your goods F.O.C. If you notice a broken tile on top of the pallet, it is intentional and serves this purpose. However, if you are unfortunate to receive damages above the 5% threshold of goods ordered, we will promptly redeliver the necessary replacement tiles subject to stock availability, without charge provided it has been reported during delivery. We as a business consider this higher than anticipated during transit which may leave you short even when factoring in wastage for your goods which is why in these circumstances we are happy to cover the costs of replacement goods.

Please feel free to reach out to our customer service team if you have any questions or concerns regarding our returns policy or wish to discuss anything further sales@tilesavvy.co.uk