Returns, Exchanges & Breakages

At Tile Topia, we want you to be completely satisfied with your tile purchase. However, we understand that sometimes things may not go as planned. That's why we have a clear and simple refund and return policy to ensure your peace of mind.

Returns

If you're not happy with your tiles for any reason, you can return them to us within 14 days of the delivery date. To be eligible for a return, please ensure the following:

• The tiles are unused, in their original condition, and in their original packaging.
• You have the proof of purchase, such as a receipt or order confirmation.

To initiate a return, simply contact our customer service team at sales@tiletopia.co.uk, and they will guide you through the process. Please note that return shipping costs are the responsibility of the customer, unless the return is due to our error or a defective product.

Refunds

Once we receive your returned tiles and verify their condition, we will process your refund within 7-14 working days. Refunds are issued using the original payment method, and you can expect to see the refund credited within a reasonable timeframe.

Exchanges

If you received the wrong tiles, we apologize for the inconvenience. We offer free exchanges in such cases. Please reach out to our customer service team, and they will assist you in getting the correct tiles as quickly as possible.

Breakage Policy

We take utmost care to pack and dispatch your order securely. However, due to the nature of products and transportation handling, occasional damage can occur. Please review the following guidelines to ensure you’re fully informed about how to handle and report any breakages:

• Before You Start Your Project

Please do not book tradespersons or begin your project until all goods are received and inspected.

We recommend checking the entire delivery immediately upon arrival to avoid delays due to any damages.

Tile Topia cannot be held liable for any agreements or costs related to tradespeople or project timelines.

• At the Time of Delivery

If you notice damage, inform the delivery driver immediately and sign the Proof of Delivery (POD) as “Damaged”.

If you cannot check the goods on delivery, sign the POD as “Unchecked” to keep your claim eligibility.

Failure to sign the Proof of Delivery (POD) with a note stating “damaged” or “unchecked” will result in damage claims being invalidated.

It is essential that the person signing for the goods follows the instructions above. If a third party (e.g. a builder or their representative) is receiving the delivery, please make sure they are also aware of and follow these instructions.

• Reporting Damages

You must report any damage within 48 to 72 hours of receiving your order by emailing sales@tiletopia.co.uk.

• Include:

Clear photographs of the damage individually as well as all tiles together

Exact count of damaged slabs or tiles.

Only one claim is allowed per order, so ensure all damage is reported at once.

• Eligibility for Claims

Tile Allowance & Recommended Overage
We strongly advise all customers to order an additional 10–20% of tiles to allow for cutting, wastage and minor damage that can reasonably occur during transport, handling or installation. This recommendation forms part of our standard guidance, and orders should be placed with this allowance in mind.

Included Damage Allowance (Up to 5%)
All pallets are priced to include an industry-standard damage allowance of up to two boxes per pallet (approximately 5% of the order). Minor breakages within this allowance are expected and are not eligible for refund or replacement, as they are already factored into the product price. Where possible, we will count the two most visibly affected boxes towards this allowance.

Claims Above the Included Allowance
If more than the included two boxes per pallet are received damaged, we will issue a refund for the tile value only of the additional affected pieces, provided that clear photographic evidence is supplied within the required timeframe. Delivery charges are not refundable.

Maximum Refund Liability
Where damage exceeds 5% of the total order volume, our liability is limited strictly to refunding the tile value of the items damaged above this 5% threshold. No compensation is payable for consequential loss, project delays, labour costs or third-party charges.

Replacement Policy
We do not provide replacements for damaged items. All successful damage claims are settled by refund only.
Exception: In rare cases where damage exceeds 20% of the total order, we may, at our discretion, offer replacement tiles free of charge (subject to stock availability and excluding delivery charges).

Exclusions (Clearance / Discounted Stock)
Orders for clearance items, end-of-line ranges or specially discounted stock are sold strictly as-seen and are not eligible for damage claims, refunds or replacements under any circumstances.

Evidence & Reporting Requirements
All damage must be reported with clear photographs within 48 hours of receipt of goods. Claims submitted after this period may not be accepted, as we cannot verify handling conditions once delivery has been completed.

• Important Notes

Kindly retain all damaged items along with their original packaging until we advise otherwise, as they may be required for inspection unless an alternative arrangement has been agreed or confirmed.

Post-Installation Liability Exclusion

Once tiles have been laid, installed, fixed, or otherwise used, we are no longer responsible or liable for any defects, breakages, shading variations, batch differences, or damage. Installation constitutes acceptance of the goods in their received condition, as we cannot verify or control handling, storage, installation methods, adhesives, substrates, or on-site conditions.

No claims will be accepted after installation has commenced or been completed.

Non-Returnable Items

While we strive to accommodate returns whenever possible, there are some items that are non-returnable for hygiene and safety reasons. These include adhesive products, sealants, and grouts. Additionally, custom-made, special discount order may not be eligible for return, replacement and breakages unless they are defective or incorrect.

Assistance and Support

We are here to help you throughout the refund and return process. If you have any questions or need assistance, our friendly customer service team is ready to assist you on call 01473355833 / 07355683307 or email us at sales@tiletopia.co.uk. They can provide guidance, address your concerns, and ensure a smooth and hassle-free experience.

Please remember that our refund and return policy is subject to certain terms and conditions, which are outlined in detail on our website. We recommend reviewing the policy or contacting our customer service team for any specific inquiries.

We value your satisfaction and want to make your tile-buying experience a positive one. Thank you for choosing Tile Topia, and we look forward to serving you with the highest level of customer care.