Reporting Damage, Returns & Exchanges

At TileFlex.co.uk, we want you to be completely satisfied with your tile purchase. However, we understand that sometimes things may not go as planned. That's why we have a clear and simple refund and return policy to ensure your peace of mind.


Reporting damage


Please follow the instructions below to report damage for your order that has arrived.

  • Any damages must be reported within 48 hours of delivery by email with photos showing the damage and the number of tiles damaged. All goods must be checked by the customer on receipt of goods - this is imperative.

  • No responsibility for damaged product, shortages or incorrect products can be accepted after 48 hours / two working days (Mon - Fri) of receipt of goods.

  • Any claim as to shortages or condition of Goods on delivery which would not be apparent on visual inspection must be communicated within 48 hours. Subject to this condition, the Customer is deemed to have accepted the Goods upon delivery as having been supplied in good condition, and in accordance with the order.

  • Report by email to ( our email) the total number of tiles damaged with photos showing the damage and how it was delivered.


Returns

If you're not happy with your tiles for any reason, you can return them to us within 28  days of the delivery date. To be eligible for a return, please ensure the following:

  • The tiles are unused, in their original condition, and in their original packaging.

  • You have the proof of purchase, such as a receipt or order confirmation.


Exchanges

If you received the wrong tiles or if your tiles arrived damaged, we apologize for the inconvenience. We offer free exchanges in such cases. Please reach out to our customer service team, and they will assist you in getting the correct or replacement tiles as quickly as possible. 

Refunds

Once we receive your returned tiles and verify their condition, we will process your refund. Refunds are issued using the original payment method, and you can expect to see the refund credited within a reasonable timeframe. 

Assistance and Support

We are here to help you throughout the refund and return process. If you have any questions or need assistance, our friendly customer service team is ready to assist you. They can provide guidance, address your concerns, and ensure a smooth and hassle-free experience.

Please remember that our refund and return policy is subject to certain terms and conditions, which are outlined in detail on our website. We recommend reviewing the policy or contacting our customer service team for any specific inquiries. Please Feel  free to contact us ( our email)