Refunds & Returns

To be eligible for a Return or Refund, the following conditions must be met: The item was damaged upon delivery. We must be made aware within 24 hours of delivery, failure to do so will result in any claim to be void. The item must be in its original packaging, including any protective wrapping. The return must be initiated within 30 days from the date of delivery. Special Orders cannot be returned.

If your item is damaged, please follow these steps to initiate a return: Contact us via email at sales@thetilepeople.co.uk or phone us 01444474740, providing your order number, a description of the damage, and any supporting photos. Our team will review your claim and provide further instructions. It is the customer’s responsibility to pay for and ship the item back to us, we can arrange a collection by request for a collection fee. Package the item securely and ship it to the provided return address.

Upon receipt of the returned item, our team will inspect it to confirm the damage. If the return is approved, you will be offered the following options: A full refund to your original payment method. (Paypal, Credit card, Bank Transfer) If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at sales@thetilepeople.co.uk

Exchange for a replacement item of the same model and colour, we only replace items if they are defective or damaged. To make initiate an exchange, send us an email at sales@thetilepeople.co.uk. Please note that the processing time for refunds or exchanges may vary, but we strive to resolve all issues as quickly as possible. Shortages: No claim against The Tile People for shortage on your order will be entertained unless shortage of the goods is reported in writing to sales@thetilepeople.co.uk within 24 hours of delivery.

Only regular priced items may be refunded. Clearance Sale items cannot be refunded.