Refund policy

  1. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

    To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

    To start a return, you can contact us at tilesandtapsltd1@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

    If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

    You can always contact us for any return question at tilesandtapsltd1@gmail.com.


    Damages and issues
    Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


    Exceptions / non-returnable items
    Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

    Unfortunately, we cannot accept returns on sale items or gift cards.


    Exchanges
    The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


    European Union 14 day cooling off period
    Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


    Refunds
    We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
    If more than 15 business days have passed since we’ve approved your return, please contact us at tilesandtapsltd1@gmail.com.

    Returns

    1. A return can be requested for any faulty products that do not operate in line with manufacturers' guidelines in accordance with the sections below.

    2. A return can be requested for products that are surplus to requirements and must be returned within thirty days of delivery.

    3. Special order products that are surplus to requirements cannot be returned.

    4. The condition of the products must be confirmed at the point the return is requested 

  2. Faulty Products

    1. Subject to the sections below, bathroom products that are returned as faulty will be inspected by Tim bathrooms manufacturer and credit for the purchase price will only be issued, in part or full, following inspection and where we reasonably agree that the product is faulty.

    2. Products must be reported as faulty without undue delay and in any event within seven days from the date of delivery. Please note that we will not be responsible for any faulty products that are not reported within this time.

    3. Once reported as faulty, you should not use or operate the products, to prevent further damage occurring to the products whilst in your possession.

    4. Products are due to be paid for in line with our agreed trading terms, payment is due from you whether or not a claim of faulty products has been made, and will be due in line with our agreed trading terms until we reasonably agree that the product is faulty.

    5. Sinks and taps that are returned as faulty will be returned to the manufacturer for inspection and credit will only be issued, in part or full, as agreed by the manufacturer.

  3. Surplus to Requirements Products

    1. Products must be returned within thirty days (of their original delivery) in their original packaging and in a re-saleable condition.

    2. Tiles and Taps reserve the right to request photographs of the proposed returned products to confirm condition at the point of return.

    3. A standard restocking charge of £35 will apply, per order, and must be paid in line with our agreed payment terms.

    4. Any products that are surplus to requirements but reported outside of the thirty days from delivery are not eligible for return.

  4. Returns Process

    1. A return can be raised by calling our Customer Service Team on 07762469711 or emailing tilesandtapsltd1@gmail.com . An email will be sent (to the e-mail address you have provided) to confirm the return request has been raised.

    2. A return will only be raised by us when goods are available for collection and meet the criteria of a faulty product or surplus to requirement product.

    3. Tiles and Taps will attempt to collect products, where reasonably possible, within three days of the return being raised.

    4. Tiles and Taps drivers are instructed not to accept any products for return that do not comply with the criteria for products that are faulty or surplus to requirement.

    5. The collection of products by us does not imply that full credit will be given. If products are received in a condition not stated on the paperwork, Tiles and Taps reserve the right to refuse any credit.

    6. Credits for returned products may take up to three days following Tiles and Taps or manufacturer inspection. Please note: Manufacturer agreement times may vary.