Refund policy

Returns, Refunds & Damaged Goods Policy

Customers may return unopened, full boxes of stock tiles within 30 days of receipt (online orders) or within one month of the invoice date (in-store purchases).
Products must be in original packaging and in re-saleable condition.
Refunds will not be issued for items that are damaged, opened, or installed.
Non-refundable/non-returnable items: special offers, discounted/end-of-line/ex-display items, sale items, special orders, grouts, adhesives, sealants, and any tiles that have been installed.
Quantities over 20% of the original order may be subject to a handling charge, depending on associated costs.
Refunds can only be given upon presentation of the invoice or by request for website orders.
Customers are responsible for arranging and paying for return shipping for unwanted goods. We do not automatically provide return labels. However, we can arrange a collection service if required, please email us to enquire.
Refunds are processed within 14 days of receiving and inspecting the returned goods. Delivery charges from the original order are non-refundable.
Returns address:
Tile Outlets, Unit F, Brookside Avenue, Brookside Ind. Est, Rustington, BN16 3LF, United Kingdom (for online orders)
Showroom returns must be taken to the showroom where the order was placed.

All deliveries must be checked on arrival.
Shortages or damages must be reported within 3 days of delivery or collection, with photographic evidence.
Where damage is confirmed, customers can choose from:
1. Free replacement of the damaged tiles (delivered as soon as possible)
2. Refund for the damaged tiles only – the customer must return them at their own cost.
We do not offer full refunds for entire orders if only part of the order is damaged.
We reserve the right to allow up to 5% breakage in transit as acceptable industry practice.
Once materials are fixed, claims for damages or defects cannot be accepted.

Customers may cancel their order within 30 days of receipt.
Goods must be returned at the customer’s cost in original packaging and re-saleable condition.
Delivery and re-packaging charges are non-refundable.
Special order or non-stock items cannot be cancelled or refunded once ordered.

Shading and variation are inherent characteristics of tiles. Always check tiles before installation to ensure satisfaction with colour, finish, and shade.
We cannot accept responsibility for variation in shade between batches.
We recommend ordering sufficient quantities to complete your project and not booking tilers until goods have been received and checked.

We reserve the right to change prices without notice and accept no liability for pricing errors.
Any assistance with measurements or technical advice is given in good faith and without liability for miscalculations.

2cm outdoor tiles are displayed and stored outside; packaging may be damp or worn, but the tiles themselves meet our quality standards.

- Last Updated: April 2026