Returns
- Unused items, excluding fixing products.
- Only products in their original unopened and undamaged packaging.
- Full box quantities with a value of £30 or more.
What you can’t return
- Used products.
- Fixing materials.
- Goods delivered/collected more than 30 days ago.
- Bespoke (made specifically for you) products.
- Special order items/quantities.
- End of line products/Sale items.
- Damaged products that have not been reported within 24 hours.
Refunds
You will be given details of where to return the goods
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Please note the following
- Tiles are fragile so please ensure you package well. Refunds will not be issued if tiles or packaging are returned in an unsaleable condition.
- Please photograph your return before it leaves your property in case of carrier issues.
- If, when we receive goods into our warehouse, damage is apparent we will photograph this for you to inform your courier for insurance purposes.
Re-stocking
A refund will be issued for all resaleable goods within a 10-day period less a 20% restocking fee.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Shipping returns
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at : info@stonetilesdirect.co.uk for questions related to refunds and returns.