The following is an excerpt from our Terms & Conditions, detailing our returns policy.
Tiling Supplies Direct go to great lengths to ensure goods are packed in a way which ensures that no damage occurs in transportation. On the rare occasion that an order is damaged we ask for the following so that a replacement can be supplied.
4.1 Do not sign for a parcel or pallet as being delivered in good order until items have been unpacked and checked. In the rare event of any damage being incurred while in transit or upon delivery, customers need to write on the proof of delivery, “Delivery Damaged”.
4.2 Customers MUST notify the customer service team at Tiling Supplies Direct within 24 hours by email, including where possible, photographs of the damage which has occured. Where access to email is not available customers can call to notify them during office hours.
4.3 Tiling Supplies Direct cannot offer a replacement when damaged goods have been signed for as being received in good condition.
5. Cancellation & Returns
5.1 You may cancel your order by giving us notice of cancellation within 14 days of the date of collection or delivery. Such notice may be given by mailing, faxing or emailing to the number or address set out on the order form. If you are cancelling because of any problem with the goods, please notify us of the problem at the time of cancellation. A 15% restocking fee may apply.
5.2 On cancellation, you must return the goods to us at your cost unless the goods are being returned because they are faulty, incorrect goods or because of unsuitable substitution by us, in which case we will meet the cost of return but we ask that you allow us to nominate the carrier.
5.3 If the collection of the cancelled items is to be made by us a collection charge of £90.00 ex VAT per pallet will be incurred. Alternatively if the items were originally delivered by courier the collection costs would be as follows, the original delivery charge plus an additional £18.00 ex VAT third party collection surcharge. Upon receipt of the goods back in to the warehouse in good order, a refund shall be issued; back to the relevant card, direct to a bank account, or by cheque, where applicable within 14 days.
5.4 Goods being cancelled after our nominated couriers has returned them, after two attempted deliveries, will be refundable to the original order value, less the initial delivery & return delivery cost and less restocking charges (where applicable).
5.5 Due to the perishable nature of some items (cement based products, sealants etc.) and recommended storage advice (e.g. temperature and moisture tolerance), we may not be able to take returns of some products, where we cannot guarantee their suitability for re-sale.