Refund policy

These have been taken from our terms of service page

13.1 Returning goods after ending the contract. If you end the contract for any reason after goods have been dispatched to you or you have received them, you must return them to us. You must send them back to us or allow us to collect them from you. Unless otherwise required by applicable law, we do not have to offer a collection if you are exercising your right to change your mind under clause 11 or if you are not exercising your right to end the contract as a result of something we have done wrong.

13.2 When we will pay the costs of return. We will pay the costs of return:
(a) if the goods are faulty or mis-described; or
(b) if you are ending the contract because we have told you of an upcoming change to the goods or these Terms as they apply to your order, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
In all other circumstances (including where you are exercising your right to change your mind under clause 11) you must pay the costs of return (including any costs of collection where we agree to collect the goods from you).

13.3 What we charge for collection. If you are responsible for the costs of return and we have agreed to collect the goods from you, we will charge you for collecting the goods. The costs of collection will be the same as our charges for standard delivery of the goods, unless we tell you otherwise before you accept our offer for collection. You will receive an estimated timeslot for your collection and you, or someone designated by you, will need to be at the pick-up address during those times for us to collect the goods. We reserve the right to charge a further collection charge if we arrive within the estimated timeslot we provided to you but no one is at the pick-up address.

13.4 Method of refund. We will make the refund using the same payment method you used to make your purchase unless you and we have expressly agreed otherwise.

13.5 Deductions. If you are exercising your right to change your mind under clause 11, we may make a deduction from the refund for loss in value of any goods supplied, if the loss is the result of your handling of the goods in a way beyond what is necessary to establish the nature, characteristics and functioning of the goods (e.g. beyond what might reasonably be permitted in a shop). If we refund you the price paid before we can inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

13.6 Refunds. If you are exercising your right to change your mind under clause 11, we will refund all payments received from you, including the cost of standard delivery of the goods to you. We will only refund the cost of standard delivery, even if you chose a more expensive delivery option.

13.7 Issuing Refunds. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind, we will issue the refund within:
(a) 14 days after the day we receive the goods back from you; or
(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods; or
(c) if no goods have been supplied, 14 days after the day on which you told us that you want to cancel this contract.

14. HOW TO CONTACT US

14.1 How to contact us (including to tell us you want to end the contract). You can contact us (including to tell us you want to end the contract with we), by doing one of the following:
(a) Phone, email or post. Call us on 0330 002 0850, email us at hello@tile.co.uk or write to us at tile.co.uk c/o MKM Home, Foster Street, Hull, HU8 8BT. Please provide your name, home address, your order number and, where available, your phone number and email address.
(b) Your right to cancel orders. If you are exercising your right to change your mind under clause 11, you can inform us of your decision to cancel by a clear statement (e.g., a letter sent by post or email) or by using the cancellation form below (but use of that form is not obligatory): Model cancellation form To Brooke Ceramics Limited c/o MKM Home, Foster Street, Hull, HU8 8BT, hello@tile.co.uk I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract for the sale of the following goods [*]/for the supply of the following service [*]: Ordered on [*]/received on [*]: Name of consumer(s): Address of consumer(s): Signature of consumer(s) (only if this form is notified on paper): Date: [*] Delete as appropriate.