Refund policy

At Dave’s Tiles, we want you to be completely satisfied with your purchase. This policy explains how cancellations, returns, damaged goods and refunds are handled.

Online Orders and Your Right to Cancel

If you purchase goods online, by telephone or remotely, you may cancel your order within 14 days of receiving it without giving a reason.

You must notify us within this 14-day period. You will then have a further 14 days to return the goods.

To request a return, please contact us before sending anything back:

Email: office@davestiles.co.uk
WhatsApp: 07704 842923
Telephone: 01253 422624

Please provide your name, order number and details of the products you wish to return.

Return Conditions

Unless the goods are faulty, damaged or incorrectly supplied, returned products must be:

Unused and uninstalled
Uncut and unaltered
In their original packaging
In a clean and fully resalable condition
Returned as complete, unopened boxes where applicable

You may inspect goods in the same way that you would in a shop. We may reduce your refund if the goods have been handled more than reasonably necessary and their value has been reduced.

Return Costs

Change-of-mind returns are made at the customer’s cost and risk.

Tiles, flooring and other heavy products may require a pallet collection. Pallet return charges can be expensive, so please contact us before arranging a return.

We recommend using a tracked and insured delivery service suitable for the weight and value of the goods.

If goods are faulty, damaged or incorrectly supplied, Dave’s Tiles will arrange collection or cover reasonable return costs where appropriate.

Powdered Products

Due to the storage requirements of powdered products, we cannot verify that they have been kept dry and stored correctly once they have left our premises.

For this reason, we do not accept change-of-mind returns on powdered products purchased or collected from our store once they have left the premises. This includes:

Powdered tile adhesive
Grout
Levelling compounds
Screeds
Cement-based products
Other bagged or powdered materials

This applies even when the packaging appears unopened.

For qualifying online or distance purchases, statutory cancellation rights still apply. Returned powdered products must remain sealed, unused, undamaged and correctly stored. We may reduce or refuse a refund where the packaging or product has been opened, damaged, contaminated, exposed to moisture or stored incorrectly.

This does not affect your statutory rights if a product is faulty, damaged, incorrectly supplied or not as described.

Specially Ordered In-Store Products

Any product specially ordered for a customer in-store cannot be cancelled, exchanged or refunded because the customer has changed their mind.

This includes non-stock products, special colours, special sizes and products sourced specifically at the customer’s request.

Customers will be informed that an item is a special order before the order is confirmed wherever reasonably possible.

This restriction does not affect your statutory rights if the product is faulty, damaged, incorrectly supplied or not as described.

Qualifying online and distance orders remain subject to applicable statutory cancellation rights unless the product was made to the customer’s specifications or personalised.

Damaged or Incorrect Goods

Please inspect your order as soon as it arrives and before installing or using any products.

If your order arrives damaged, please:

Note any visible damage on the delivery paperwork
Take photographs while the goods remain on the pallet
Photograph the packaging and delivery label
Contact us within 24 hours where reasonably possible

Reporting transit damage promptly allows us to raise a claim with the delivery company. This 24-hour reporting request does not affect your statutory rights.

Please do not install damaged, incorrect or visibly defective products. Installing a product may affect our ability to establish whether the damage or defect was present before installation, although your statutory rights remain unaffected.

Tiles, Shade Variation and Quantities

Tiles are manufactured in batches. Natural variation and slight differences in shade, tone, calibre, pattern and texture may occur.

Before installation, please check that:

You have received the correct product and quantity
All boxes are from a suitable matching batch
The shade and finish are acceptable
There is enough material to complete the project

We recommend ordering an additional allowance for cuts, breakages and future repairs. We cannot guarantee that products ordered later will match the original batch.

Please mix tiles from several boxes during installation to achieve a balanced appearance.

Non-Returnable Products

We cannot accept change-of-mind returns for products that have been:

Installed or partially installed
Cut, drilled or altered
Mixed, opened or used
Damaged after delivery or collection
Removed from their original packaging where this makes them unsuitable for resale
Made or personalised specifically for the customer
Specially ordered for a customer in-store
Sold as powdered products and removed from our premises

Clearance and sale products have the same statutory protections as full-price products.

In-Store Purchases

There is no automatic right to return goods purchased in-store simply because you have changed your mind.

At our discretion, we may accept eligible stocked products returned within 14 days with proof of purchase, provided they are unused, unopened and in a fully resalable condition.

Powdered products and items specially ordered in-store are excluded from our discretionary change-of-mind returns policy.

This does not affect your statutory rights where products are faulty, not as described or unfit for purpose.

Surplus Materials

We recommend carefully checking all measurements before ordering.

At our discretion, unopened full boxes of stocked tiles may be accepted for return within 14 days with proof of purchase, provided they are in their original packaging and fully resalable.

We cannot accept returns of:

Individual tiles
Partial boxes
Opened bags
Powdered products
Mixed or used products
Specially ordered products
Leftover materials that are no longer suitable for resale

Refunds

Once returned goods have been received and inspected, we will confirm whether the refund has been approved.

Approved refunds will be issued to the original payment method within 14 days of receiving the returned goods, or receiving evidence that they have been returned where applicable.

For the complete cancellation of an eligible online order, we will refund the standard outbound delivery charge. Any additional amount paid for an upgraded, timed or expedited delivery service may not be refundable.

Your bank or payment provider may require additional time to display the refund.

Faulty Products

If you believe a product is faulty, stop using or installing it and contact us immediately.

Please provide:

Your order number or proof of purchase
Photographs or videos showing the issue
Product and batch information
Details of where and how the product was installed
Installer details where relevant

We may need to inspect the product or obtain further information from the manufacturer before reaching a decision.

Nothing in this policy limits your rights under the Consumer Rights Act 2015 or any other applicable consumer legislation.

How to Arrange a Return

Please contact us and obtain return instructions before sending any products back.

Dave’s Tiles Limited
Unit 1, Wheeler Hub Drive
Blackpool
FY2 0FH