Delivery, Warranty and Returns –
DAMAGES / INCORRECT DELIVERY
On delivery of the purchased goods, it is highly recommended that the customer proceeds to examine the delivery for incorrect/damaged goods, before signing any documentation. The supplier will deliver to the nearest entrance to the delivery address and only at ground floor level. It is the customer’s responsibility to get the products from that point to any other within the delivery address. If the goods are found to be damaged or incorrect please inform Wall2FloorTiles as soon as possible and no later than two working days, from the goods being received. If damaged or broken, gather as much evidence as you can that helps us understand the extent of the damaged tiles. Please send us a clear photo of the damaged items if possible so we can then make arrangements as soon as possible to replace the damaged or missing goods.
Any late or incorrect delivery which causes financial loss will not be covered by our refund policies. It is advised that you hold back on booking a tiller or workman until the goods have been delivered and fully checked.
If you wish to cancel your order you can do so by calling one of our team or contacting us via email. Make sure you let us know within 7 days of receiving the goods and we’ll refund the cost of the goods and the standard delivery charge (Any surcharges or premium delivery options taken by the customer are not included in this refund). Please note all items should returned boxed and in good condition. After receiving the goods have been returned to our depot will process the refund within 3-5 Working Days. You can choose to arrange the return of goods or we can arrange a pick up from a declared address. Any costs, lost or incurred by the return delivery of the goods will not be refunded.
After this 7 day period, a cancellation turns into a return
Returns and Warranty
It is within the rights of the customer to have a return window on all nonperishable goods, should they decide that the goods are not to their liking. The purchases must be returned in the original packaging and in good condition. The customer has 28 days from receiving the order in which to return it. Refunds will be completed within 3-5 working days following our receipt of return, original delivery costs will not be refunded and a standard 25% Restocking Charge Will Apply. It is the buyer’s responsibility to ensure unwanted items are returned fit for re-sale. It is the responsibility of the buyer to pay for the return of unwanted items. Returns must be notified to Customer Services on 0333 011 6760 or by email to firstname.lastname@example.org.
Unfortunately, goods that have been specially ordered for a bespoke and specific need of a customer cannot be returned for a refund, unless goods are damaged or missing.
Overseas Orders – Wall2Floor Tiles is mainland UK based, so for any overseas orders please call and make an inquiry as you won’t be able to purchase directly online.