Cancelling Your Order BEFORE Dispatch

You can cancel your order at any point prior to the dispatch of the goods from our warehouse.

To exercise your right to cancel, you must inform us of your decision to cancel the contract by a clear statement (e.g. a letter sent by post or via email). You should exercise your right to cancel by contacting us at the address or email address set out on our Contact Us page.

You will not incur any return charges as the goods are still in our possession.

We will reimburse you for any cancelled goods without delay, usually on the day we receive notification that you would like to cancel your order.

We will make the reimbursement using the same means of payment as you used for the initial transaction unless we have expressly agreed otherwise. In any event you will not incur any fees as a result of the reimbursement.

Special order and bespoke items are excluded from this section of the policy. Please refer to the ‘Special Order’ or ‘Bespoke Goods’ in our terms and conditions section for further information.

Cancelling Your Order AFTER Dispatch

You have the right to cancel your full order within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which the products are delivered to your address as set out in your order. Products can be returned as long as they are in the original unopened box. We are unable to accept any returns of any perishable items, including but not limited to adhesive, grout, tile sealers and cleaners as these materials must be stored in a controlled environment.

To exercise your right to cancel, you must inform us of your decision to cancel the contract by a clear statement (e.g. a letter sent by post or via email). You should exercise your right to cancel by contacting us at the address or email address set out on our Contact Us page.

To meet the cancellation deadline it will be sufficient for you to send your communication notifying us of your cancellation of the contract before the 14 day cancellation period has expired.

If you cancel the contract, after the goods have left our warehouse, you will need to arrange the return of all goods to us at Connaught Street, Tunstall, Stoke on Trent, ST6 5TQ, without delay and in any event within 14 days of you notifying us of your cancellation of the contract. If you decide that you only wish to cancel part of your order this will be considered a return and is not covered under our cancellation policy. For further details on returns, please refer to our 30 Day Money Back Guarantee.

You will bear the cost of returning the goods if the contract is cancelled after the goods have left our warehouse, even if they have not yet been delivered to you and are still in possession of our third party courier. This cost may be deducted from your overall refund or charged to you depending on your preference.

You will bear the cost of returning the goods to us once they have been delivered to you except where the goods are returned because they are either faulty or mis-described in which case we will refund any reasonable costs you incur in returning the goods to us.

If you cancel this contract, except in the circumstances set out below, we will reimburse you for all payments received from you, including the costs of delivery.

We may make a deduction from any reimbursement to you for any loss in value of the goods supplied, if the loss is due to any unnecessary handling of the goods by you (which means any handling other than to check that the goods delivered to you comply with the order you submitted to us).

Please note that we are unable to accept returns for any tiles or electrical items after they have been installed, even if this is within the 14 day cancellation period. Please ensure that you check all goods carefully prior to fitting.

We will reimburse you for any returned goods without delay and in any event no later than 14 days after the day that we either receive the goods back from you or we receive evidence from you that you have returned the goods supplied.

We will make the reimbursement using the same means of payment as you used for the initial transaction unless we have expressly agreed otherwise. In any event you will not incur any fees as a result of the reimbursement.

As a consumer you will always have legal rights in relation to products that are faulty or not as described. These legal rights are not affected by this returns policy. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards Office.

Special order and bespoke items are excluded from this section of the policy, please refer to the sections labelled ‘Special Order’ or ‘Bespoke Goods’ whichever is relevant to your circumstances.

Cancelling Or Returning Electrical Items

Electric underfloor heating mats or loose cable can not be returned once they are rolled out and/or if they are cut in any way, even if this is within the 14 day cancellation period. Therefore we would recommend that the correct size mat is purchased before installation. For information on measuring underfloor heating please contact our team.

All returned mats/cables must be returned in their original condition including original boxes (i.e. not unrolled or cut in any way). If any electrical item is returned to us and we find that it has been used in any way, we cannot take any responsibility or issue a refund for this product. If you would like the item/s back a courier charge is applicable for the return of the item/s back to you.

You will bear the cost of returning the goods to us except where the goods are returned because they are either faulty or mis-described in which case we will refund any reasonable costs you incur in returning the goods. You must organise the return of the items, within 14 days in the case of a cancellation, or up to a maximum of 30 days in the case of a return, from receipt of goods to Tiles247 Connaught Street, Tunstall, Stoke on Trent, ST6 5TQ.

Special order and bespoke items are excluded from this section of the policy, please refer to the sections labelled ‘Special Order’ or ‘Bespoke Goods’ whichever is relevant to your circumstances.

Special Order Goods

For details on what is considered a special order good and how to order it please refer to the section Special Orders in our terms and conditions (Link).

Whilst Tiles247 will do everything in their power to obtain an accurate account of updates and timelines of your special order, we do not accept any responsibility for timelines given to us by suppliers. This is completely outside the control of Tiles247 and we can only communicate information that has been communicated to us by the supplying factory. Tiles247 can only accept responsibility for the goods and timelines once they have arrived and been checked in our warehouse.

If you decide to cancel your special order you must inform Tile247 before the goods leave the supplier’s factory.

Special order goods are non-refundable from the point that they leave the factory.

Bespoke Goods

For details on what is considered a bespoke good and how to order it please refer to the section Bespoke Goods in our terms and conditions.

The suppliers have the right to refuse production of bespoke items at their discretion. If this is the case we will issue a refund for any money paid for these goods up to this point.

Whilst Tiles247 will do everything in its power to obtain an accurate account of updates and timelines of your special order, we do not accept any responsibility for timelines given to us by suppliers. This is completely outside the control of Tiles247 and we can only communicate information that has been communicated to us by the supplying factory. Tiles247 can only accept responsibility for the goods and timelines once they have arrived and been checked in our warehouse.

If you decide to cancel your special order you must inform Tiles247 before the products go into production at the suppliers factory.

Bespoke goods are non-refundable from the point the factory start to produce the product.