Refund policy

 

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TileCart Return & Refund Policy

 


At Tile Cart, we strive to provide high-quality tiles and excellent customer service. Please read our Returns & Refunds Policy carefully before placing your order.

Returns

Due to the nature of our products, we do not accept returns or exchanges on tiles, adhesives, grouts, trims, tools, or other building materials once they have been delivered or collected.

This policy applies to:

  • Incorrect quantities ordered by the customer
  • Change of mind
  • Unwanted items
  • Leftover materials
  • Colour or design preference changes
  • Items that have been opened, unpacked, used, or installed

Customers are advised to order carefully, as all sales are considered final unless the goods are faulty, damaged, or supplied incorrectly.

Special Order & Non-Stock Items

All special order, made-to-order, imported, or non-stock products are strictly non-refundable and non-returnable.

Once these products have been ordered from our suppliers, cancellations, returns, or exchanges cannot be accepted.

Damaged or Incorrect Deliveries

Please inspect your order immediately upon delivery.

Any damage, shortages, or incorrect products must be reported within 24–48 hours of delivery.

To process your claim, you must provide:

  • Your order number
  • Clear photographs of the damaged goods
  • Photographs of the packaging and pallet
  • The quantity affected

Claims submitted after 48 hours may not be accepted.

Please do not install any damaged or incorrect tiles, as installed products are deemed accepted.

Where a claim is approved, we will arrange a replacement of the affected products as quickly as possible.

Shade & Batch Variations

Tiles are manufactured in production batches and slight variations in shade, texture, size, and finish are normal within the ceramic and porcelain tile industry.

We recommend purchasing sufficient material in a single order to complete your project.

These natural variations are not considered manufacturing defects.

Installation

Customers must inspect all products before installation.

We cannot accept claims for products that have been installed.

Tile Cart accepts no responsibility for labour costs, fitting charges, delays, or any consequential losses resulting from damaged or defective products.

Delivery

Please ensure someone is available to inspect and sign for your delivery.

If visible damage is noticed upon arrival, please note this on the delivery paperwork where possible and notify us immediately.

Refunds

Where a refund is approved due to faulty or incorrectly supplied goods, refunds will be processed using the original payment method once the claim has been assessed and approved.

Replacement products may be offered instead of a refund where appropriate.

Your Consumer Rights

Nothing in this policy affects your statutory rights under applicable UK consumer protection legislation. If goods are faulty, damaged, or not as described, you may have legal rights to a repair, replacement, or refund. 

Need Help?

If you experience any issues with your order, please contact us as soon as possible.

Email: support@tilecart.co.uk
Website: www.tilecart.co.uk