RETURNS

If you order too many tiles, full, unopened boxes can be returned for a FULL REFUND (excluding the original delivery charges), up to 30 days after delivery. However, customers must pay the cost of returning the tiles to us. Please contact us for a returns form on 01634 373 893 or contact your local store.

If you’re not 100% happy with your tiles, please let us know within 14 days of delivery. We will do everything that we can to help rectify the problem.

Returns by post or courier

Please complete the returns form and then arrange for the unopened boxes to be returned to the following address:

BC Ceramics
Bloors Lane
Rainham
Gillingham
Kent
ME8 7EG

Returns to your local store

Alternatively, you can drop off your returns at your local store – please see the ABOUT US page on the TileStores website for details of the store locations and opening hours.

Terms

• No goods will be accepted for return unless they are presented together with the original invoice or receipt
• Where we have delivered the goods, we reserve the right to levy a 25% restocking charge upon return
• Any breakages, damages, or shortages must be notified within 24 hours of collection or delivery
• Under no circumstances, will we accept the return of adhesives or grouts
• Sale goods will not be accepted for return or credit
• Please see the section below in relation to the return of Special Orders

The terms offered in this policy are in addition to any statutory rights you may have

SIZE AND VARIATIONS

Due to the nature of tiles, shade and size variations occur from batch to batch.

We will always endeavour to supply your orders from one batch to ensure consistency. You are advised to view the current batch available before purchase.

For subsequent orders, for example when quantities for a project have been underestimated, we will endeavour to supply you with the same batch again. However, this is not always possible, and you are advised to allow for 10% wastage when calculating quantities, in order to avoid shade and size variation problems. Surplus, full boxes of tiles can be returned in accordance with our Returns Policy.

Please check your tiles carefully prior to fixing for shade and size variation, which may include dry laying. If you are not happy with the shade of your tiles, we cannot accept responsibility once they have been fixed; fixing to a substrate means that you have accepted the tiles in their present state so no refunds or replacements will be available.

If you have any questions regarding shade and size variation, please ask a member of the team.

SPECIAL ORDERS

The vast majority of items that we sell are from our own stock, but some of our products are classed as Special Order which means that those products are custom made or specially ordered for individual customers.

If you are placing a Special Order, we respectfully ask that you are confident of your measurements/requirements, as we are unable to accept the return of Special Orders. We cannot accept responsibility for incorrect measurements or over ordering. Upon receipt of your order you will need to check for any breakages, damages or shortages and report any problem to us within 24 hours of collection or delivery if we are to deal with the issue properly. We cannot accept responsibility for any breakages, damages or shortages if notified to us following this 24 hour period.

RETENTION OF TITLE

All goods supplied by us will remain the property of TILESTORES.CO.UK until payment for them has been made in full.