Refund policy

Great Tiles – Returns & Cancellations

At Great Tiles, we work hard to keep our prices low and our stock moving quickly. Because of this fast turnover of stock, our returns policy ensures we can continue passing those savings on to you. Please read our guidelines below before placing your order.

1. Damaged or Incorrect Deliveries

Tiles are fragile and mistakes can occasionally happen. Please inspect your delivery upon arrival.

  • Notification Window: You must inform us of any damaged or incorrect items within 2 working days of delivery.

  • Photo Evidence: To help us resolve the issue swiftly, please send us a photograph of the damaged or incorrect tiles to customerservice@greattiles.co.uk 

  • Resolution: Once verified, we will arrange for replacements to be shipped or issue a refund as quickly as possible.

2. Leftover Tiles

Because we maintain a rapid stock turnover to offer you the lowest possible prices, Great Tiles cannot accept returns on leftover products or individual boxes. Returns are only accepted as part of a full order cancellation (see below).

3. Change of Mind / Full Order Cancellations

If you change your mind, you have the right to cancel your entire order within 14 days of receiving it.

  • Return Window: Once you have notified us of your cancellation, you have 14 days from that notification date to return the items to our main distribution warehouse.

  • Condition & Packaging: All goods must be returned in their original packaging. If any boxes have been opened, they must be securely resealed before transit.

  • Pre-Return Photo: Before arranging transport, you must send us a photo of the goods. This allows us to confirm that the items are in a safe, resalable condition before they travel.

  • Shipping & Insurance: You are responsible for organizing, paying for, and insuring the return transport.

  • Refunds: Your refund will be processed within 5 working days of our warehouse receiving and inspecting the returned goods.

4. Important Dispatch & Delivery Information

Once your order leaves our warehouse, you will receive a dispatch email. At this stage, the order is in the hands of our courier and cannot be altered or amended.

  • Double-Check Your Details: Please ensure your delivery date, address, and item quantities are 100% correct before dispatch.

  • Failed Deliveries & Refusals: If you cancel your order after it has been dispatched, or if you refuse the delivery at your door, a flat fee of £45 per pallet will be charged to cover the cost of returning the goods to our warehouse.

  • Weight Warning: Tiles are heavy! Please ensure you take proper safety precautions and have assistance ready when handling the boxes upon delivery.

5. Special Orders

Any items that have been specially ordered or customized to meet your specific project requirements are strictly non-refundable and cannot be returned.