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Returns, Exchanges & Breakages
Returns, Exchanges & Breakages
Everything you need to know about returning tiles, handling damage, and what happens if something isn't right with your order.
Our full returns terms form part of our Terms & Conditions (Section 8). By placing an order, you agree to those terms.
Once tiles have been installed, we cannot accept any claims for breakage, shading variation, batch differences, or quality concerns. Please inspect everything carefully before work begins. If you have any concerns at all, contact us first at sales@tiletopia.co.uk — do not install tiles you are not happy with.
If you need to cancel your order before it has been dispatched, contact us immediately in writing at sales@tiletopia.co.uk or by phone on 0147 3355 833. Where cancellation is confirmed before dispatch, we will cancel the order and issue a full refund with no collection charge.
Verbal cancellation requests are not binding until confirmed in writing. Once an order has been dispatched, cancellation is not possible under this clause — please follow the Change of Mind Returns procedure below instead.
You may return unused tiles within 14 calendar days of delivery, subject to the conditions below. This is separate from and does not affect your statutory rights under the Consumer Rights Act 2015.
Tiles must be unused, unopened, and in original packaging. Returns must be in complete, full, unbroken pallets only — split pallets, partial pallets, or opened individual boxes cannot be returned unless agreed in writing by us in advance. Products must be in fully resalable condition as determined by us on inspection.
Email sales@tiletopia.co.uk with your order number and request a Return Authorisation. No return will be accepted without one. We will arrange collection using our approved haulier at a time agreed with you.
A £150 per pallet return collection and handling charge will be deducted from your refund. This covers the original outbound delivery cost, return collection, handling, and inspection. It applies regardless of whether your original delivery was free of charge and is non-negotiable.
The following cannot be returned under any circumstances:
- Adhesives, grouts, sealants, primers, and all other fixing or finishing products (hygiene and safety reasons)
- Clearance, end-of-line, and specially discounted products — sold as-seen; not eligible for return, exchange, or refund based on appearance, shade variation, or cosmetic condition
- Products that have been installed, cut, sealed, used, or modified
Within 30 Days of Delivery
You can exercise your short-term right to reject under the Consumer Rights Act 2015 and claim a full refund. Email us with clear photos and your order number within 30 days of delivery. We will acknowledge within 2 business days.
After 30 Days
We will offer replacement in the first instance. Where replacement is not possible or not provided within a reasonable time, you may claim a price reduction or full refund. Once tiles are installed they are considered accepted — please check before laying.
How to Report Wrong Tiles
Email sales@tiletopia.co.uk with your order number and clear photographs of the products received. We will arrange collection of the incorrect tiles and send replacements at no additional cost. Our liability is limited to replacement or refund of the price paid — we are not liable for contractor costs, installation costs, or project delays arising from incorrect supply.
We strongly recommend ordering 10–20% more than your calculated area. This covers cuts, wastage, shade selection, and minor transit breakage, and ensures you have matching stock for future repairs. We accept no liability for costs arising from ordering insufficient quantities. The 5% transit damage tolerance is calculated on the total quantity of your entire order, not on a per-pallet basis.
5% Transit Damage Tolerance — Calculated on Total Order Quantity
Tiles are fragile goods delivered over long distances on pallets. Our pricing incorporates an accepted industry transit damage tolerance of up to 5% of the total quantity supplied across your entire order — not assessed on a per-pallet basis. For example, if your order comprises 4 pallets totalling 400 m², the 5% tolerance applies to 400 m² in total, not separately to each pallet.
By placing an order, you acknowledge and agree that damage within this 5% total-order threshold does not automatically entitle you to a replacement or credit — any response within this threshold is at our sole discretion.
How to Report Damage — 3 Steps
If damage is visible when the pallet arrives, sign the Proof of Delivery as "Damaged". If you cannot inspect fully at that moment, sign as "Unchecked". Signing as clear when damage is visible will seriously harm your ability to claim.
Send your claim to sales@tiletopia.co.uk strictly within 48 hours. Claims submitted after this deadline will not be accepted and you will be deemed to have accepted the products in the condition delivered.
Your claim must include: clear photos of every damaged tile individually and all damaged tiles together in one image; an exact count of damaged pieces itemised by quantity; and your order number and delivery date. Incomplete claims cannot be processed.
Claims Above 5% of Total Order — What Happens
Where damage exceeds 5% of the total quantity supplied across your entire order (not per pallet) and you have reported it correctly within 48 hours, we will assess your claim. Where valid, remedies are considered in this order:
- First: a credit note or partial refund on the product value of pieces damaged above the 5% threshold
- Second: at our sole discretion and subject to stock availability, replacement tiles where damage exceeds 20% of your total order
The determination of the appropriate remedy rests exclusively with Tile Topia. Delivery charges are non-refundable in all circumstances, including where products arrive damaged. One claim per order only — all damage must be reported in a single email.
Keep all damaged tiles and original packaging until we confirm your claim is resolved. Disposing of them before resolution may invalidate your claim.
If you believe your order is incomplete or items are missing, report this in writing within 48 hours of delivery to sales@tiletopia.co.uk with your order number and full details of the shortfall. Claims notified outside this period will not be accepted.
We will investigate and respond within 2 business days. Where a shortfall is confirmed, we will either dispatch the outstanding products or process a partial refund at your election.
How Long Refunds Take
Once returned products have been received and inspected, we will process your refund within 5 business days. Allow a further 3–5 business days for funds to appear in your account depending on your bank. We will confirm by email as soon as the refund is issued.
All refunds are issued to the original payment method only.
When We Cannot Refund
- Products returned outside the 14-day returns window
- Products that fail our resalability inspection
- Products that have been installed, used, cut, sealed, or modified
- Returns made without a Return Authorisation
Our team is available Monday to Friday, 9:00am–5:00pm, and happy to help with any returns or breakage question.
