Ten days, uninstalled

How long you have

Within 10 days of delivery, send an email to [email protected] with your order number and, if it is visible, a picture of the problem. Please post nothing until we confirm and supply the address — unannounced returns cannot be identified.

What condition it must be in

Once tiles have been laid, clipped together or cut they cannot be returned, so work out the coverage from the tile size and pack count before you start. Unopened packs can come back inside the window.

Summarised: nothing used, nothing missing, original packaging, invoice enclosed.

Exclusions

We are unable to accept returns on:

• Deck tiles that have been laid, clipped or cut
• Opened bulk packs of consumables
• Assembled racks or furniture
• Clearance items marked final sale

If something arrives broken

Damaged, faulty, short or wrong item? That is on us, return postage included:

1. Film an unboxing video in one take. A continuous video from sealed carton to unpacked item is what a courier claim requires.
2. Get the video and order number to [email protected] within 48 hours of the parcel arriving.
3. A replacement or a full refund follows, at our cost, entirely your choice.

Refunds

Refunds are issued within 7 business days once the returned item is with us. A prepaid order goes back to the UPI handle or bank account it came from. A Cash on Delivery order is refunded by bank transfer to an account you give us, since cash leaves no return path.

Change your mind and you cover the return postage, and the original delivery charge is not returned. Our mistake means our cost, both ways.

Why we do not exchange

We do not offer a direct exchange. To swap for another size or colour, return the original under this policy and place a separate order. Keeping the two transactions separate is faster and clearer than holding one order open while stock moves.