Returns & Refunds

At Tile Distro, we want you to be completely satisfied with your order.

We understand that occasionally things don’t go to plan. Whether you’ve received a damaged or incorrect item or simply need to cancel your order, you’ll find the information you need below.

Damaged or Incorrect Items

We take great care when preparing and dispatching your order. However, due to the nature and weight of tiles, occasional damage can happen during transportation.

If you receive damaged or incorrect items, please contact Tile Distro within 2 working days of receiving your delivery.

Please provide your order details along with clear photographs of the damaged or incorrect products. Where possible, photographs should be taken while the goods are still on the pallet and before they have been moved.

Once we have reviewed the information provided, we will arrange a replacement or refund where applicable as quickly as possible.

Please check all products carefully before installation begins.

We cannot accept claims for damaged or incorrect products once the tiles have been installed.

Leftover Tiles

We always recommend carefully measuring your space and ordering the correct quantity of tiles before placing your order.

It is also recommended that you order approximately 10% extra to allow for cuts, breakages and wastage during installation.

Due to our competitive pricing and stock turnover, Tile Distro is unable to accept returns of leftover tiles or individual boxes that fall outside of a full order cancellation.

Changed Your Mind?

We understand that plans can change.

You have the right to cancel your full order within 14 days of receiving your goods.

Once you have notified Tile Distro that you wish to cancel your order, you will then have a further 14 days to return the goods to us.

All returned products must be unused, in a resalable condition and returned in their original packaging.

Any opened boxes must be securely resealed before being returned.

Before arranging your return, we may ask you to provide photographs of the goods so we can confirm that they appear to be in a suitable condition for return.

Returning Your Order

Customers are responsible for arranging and paying for the safe return of unwanted goods to Tile Distro.

We strongly recommend using a suitable insured delivery service, as tiles are heavy and can easily become damaged during transportation.

Tile Distro cannot accept responsibility for goods that are lost or damaged while being returned by the customer.

Goods remain the responsibility of the customer until they have been safely received and inspected by us.

Refunds

Once your returned order has been received and inspected, we will process your refund as quickly as possible.

Approved refunds will usually be processed within 5 working days of receiving the returned goods.

Refunds will be made using the original payment method used when placing the order.

Please allow additional time for your bank or payment provider to process the refund.

Orders That Have Already Been Dispatched

Once your order has been dispatched and is in the care of the courier, we may be unable to make changes to your order or delivery details.

Please ensure that all products, quantities, delivery addresses and other order information are correct before completing your purchase.

If an order is cancelled after dispatch or the delivery is refused, a return delivery charge may be deducted from your refund.

A charge of £40 per pallet will apply for orders that need to be returned to us following dispatch or a refused delivery.

Special Order Products

Products that have been specially ordered, customised or sourced specifically to meet a customer’s requirements cannot be returned for a refund unless they are faulty or damaged.

We recommend checking all product details carefully before placing an order for a special-order product.

Before Installing Your Tiles

Please check your entire order before installation begins.

We strongly recommend checking the product, colour, shade, size, quantity and condition of your tiles before your installer begins work.

Once products have been installed, Tile Distro cannot accept returns or claims relating to visible defects, damage, incorrect products or shade variations that should reasonably have been identified before installation.

Need Help With a Return?

If you have any questions about returning an order, damaged products or receiving an incorrect item, please contact the Tile Distro team and we’ll be happy to help.