Please note the below policy is applicable to the end user.
Due to the nature of the products and manufacturing operations please order samples before any purchase if you are unsure of the colour and calibration to ensure it meets your project's criteria and you are happy with the product before ordering.
If you receive damaged or incorrect tiles you will need to inform Tile Today within 2 working days from delivery. Please provide an image taken whilst the items are still on the pallet. We will endeavour to send replacements or issue a refund where applicable as quickly as possible. Its is the customer's responsibility to check the goods within the specified days above as we cannot be responsible for any damages of shortages after that.
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 in, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
Please take note:
- As part of our service, we can help determine measurements and the functionality of our products for a given installation. Ultimately, it is the customer's responsibility to confirm the quantity and suitability of tiles before installation.
- Due to production processes, our products may differ in color, accuracy, and calibration; these differences are especially apparent in tiles. These disparities are not considered defects, but a characteristic and most natural products may need sealing and periodic maintenance.
- At Tile Today, we provide quality tiles that meet industry standards. Please be aware that nominal sizes, such as 600x600mm tiles, may end up being approximately 595x595mm due to the calibration process, which ensures quality and ease-of-installation. This variation is normal and within acceptable industry tolerance.
- Do not arrange for installation until the order is complete and all goods are received and checked by you. Delivery times are estimates and any failure to meet them is not our responsibility. If you are uncertain about product suitability, please contact us as we cannot be responsible for any failure to meet these or any consequential loss.
Please do not arrange for fitting until all order / goods are received and your order is complete. All lead times are quoted with goodwill, but we cannot be responsible for any failure to meet these or any consequential loss.
If you are in any doubt about the suitability of the product, do not proceed to fitting but please contact our customer services team using the details on our Contact Us page who would be pleased to assist.
Please check all goods prior to fitting as we are unable to accept any claims after the tiles have been installed except in the cases of any inherent non visible defects.
Returns due to customers change of mind: We are unable to accept returns of any leftover products or items that fall outside of a full order cancellation.
Returns are only allowed for full-order cancellations within 14 days of receiving the goods. The goods must be sent back in original packaging and sealed boxes. We won't accept returned items with opened boxes. Customers are responsible for transport and insurance. Your refund will be processed within 5 days of us getting the return. Provide us with a photo of the goods before transit to ensure they are in good condition. Once your order has been sent, you will receive a dispatch email, and it can't be changed. Be aware of the item weight, as tiles can be heavy and precautionary measures may be needed. There will be a flat rate charge of £58 per pallet for returns if an order has been cancelled or delivery refused.
To start a return, you can contact us at firstname.lastname@example.org.
If your return is accepted, we’ll send you 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 email@example.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
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 or used products by the customer.
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.
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 5 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 firstname.lastname@example.org.