Shipping & Returns

Returns and refunds (In Store Purchases)

If you wish to return any goods, we will offer you an exchange where possible or provide you with a full refund. Simply return the items within 14 days of collection or delivery from the store in their original condition together with a receipt as proof of purchase. Please note that this gesture of goodwill does not apply to specially ordered items. Special order products are subject to a 25% restocking fee to return these to the suppliers. This will be deducted from your refund. Single tiles or planks are not refundable unless sold as samples. Proof of purchase is required when the refund is requested.

• Tiles / flooring:  Refunds are only offered on full boxes of tiles and flooring in a resalable condition.

• Powdered Products (e.g. Grouts, Adhesives & Leveller) are non-returnable, unless a defect is found with the product. If a defect is found then they must be returned in a dry condition with their original packaging.

• Some non-refundable items will be detailed on your receipt, these include supplier direct tiles.

• 20mm sized tiles. Due to the weight of these items, these are direct delivery items. If returns are required of these items, this is arranged by a courier collection. Customers must ensure the goods are wrapped to the original pallet and in safe condition for transport. Photographs are required prior to the collection being arranged and are subject to a 20% restocking fee plus any associated courier charges, which may apply.

• Extra-large tiles must be in full boxes that are in a re-saleable condition. A 25% restocking charge will be applied along with a collection charge. The refund will be credited once the product is checked back into the warehouse. Minimum return is 3 boxes.

• All refunds will be made via the original method of payment except cash amounts over £100 and payments originally made by cheque, these will be via a BACS payment. Please allow 7-14 working days for processing.

• Partial refunds - We are able to offer partial refunds if you would like to return part of your order. You will be charged a 10% restocking fee on the goods returned and not the full order.

We regret we are unable to exchange or compensate for any costs incurred once the tiles have been used in any way. Your use of the tiles or flooring implies that you have accepted them, therefore before you commence tiling/fixing, please inspect all your tiles and or flooring (in respect of quality, shade and condition) to ensure they are satisfactory/as expected when ordered. This should be done before sealing, cutting or fixing the tiles and or flooring.

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Cancellations (Online orders)

You Have Fourteen Calendar Days After Receiving Your Goods to Cancel Your Order Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("CCR"). Sales made prior to 13/03/14 are covered by the Distance Selling Regulations 2000.

You can cancel any on-line or telephone order (excluding custom made or bespoke goods) and receive a refund (including standard delivery charges) by simply letting us know by email (office@davestiles.co.uk) or by phone (01253 422624) within fourteen days of receiving your goods. You do not have to give a reason for your cancellation, but a brief explanation will help us to improve the service we offer to customers in the future. Please note if you do cancel your order, you must return the goods to us at your own expense.

• If you cancel an order, you are responsible for returning the goods to us at your cost, we will not refund these charges. Standard delivery charges (The cheapest method of delivery available for selection by the customer) will be refunded. Any surcharges for express or upgraded delivery options selected by the customer will not be refunded.

• Any refund will be made to the payment method originally used to make the purchase as soon as possible and not later than 30 days after:
  - the day we receive the returned goods; or
  - if sooner, the day on which you provide us with evidence that you have returned the goods

• Goods must be returned to us within 14 days of the date we receive notice of your intent to cancel.

• If you cancel your order, you can return the goods to our store for a full refund, including any standard delivery charges. Simply let us know of your intention to cancel using one of the methods above for us to make the appropriate arrangements. If you choose to return the goods via a courier / transport service, you will not however be reimbursed for the cost of returning the goods.

• If you cannot or will not return the cancelled goods, we can arrange for the collection of the goods on your behalf. You will then receive a full refund excluding the collection charge. Collection charges are approximately £50.00 per pallet.

• Any free gifts or products comprising of an offer (e.g. 3 for 2) must also be returned

• After 14 Calendar days what you may view as a cancellation becomes a ’Return’, please refer to the returns section below.

• Once our transport company has collected your goods if you wish to cancel your order, you would be liable for transportation return charges.

• We may make a deduction from any refund on account of any loss in value of the goods due to any damage to the goods or packaging resulting from unnecessary handling.

• This cancellation policy does not affect your legal rights.

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Resaleable Goods Refunds & Returns (Online orders)

The below applies to goods outside of the fourteen working day cancellation policy outlined above.

• If you have completed your tiling or flooring job and wish to return any re-saleable goods, we will provide you with a refund. Please note that only full boxes of tiles will be refunded. Simply return the items within 28 days of receipt of goods in their original condition. Adhesive & grout and tools are non-refundable. Dave’s Tiles reserve the right not to refund if the goods are deemed as not being in a re-saleable condition. Any delivery charge will not be refunded.

• Please note that some of our products are classed as ’special order’, this means the products are custom made or specifically ordered for individual customers, as such any return of these items will incur a restocking charge of 25% of the price paid for the goods if returned within 28 days.

• Refunds will only be processed once the goods have arrived with us and we have inspected their condition and deemed them to be in suitable condition for resale. Any delivery charge from the original order will not be refunded.

• Please note once a refund is processed it may take up to 14 days for the funds to appear back on your card, this is dependent on the card provider and is not under the influence of Dave’s Tiles. Acceptance of these terms and conditions at the point of purchase represents acceptance of the refund period of up to 28 days.

• Any free gifts or products comprising of an offer (e.g. 3 for 2) must also be returned.

Damaged/Incorrect Goods Refunds & Returns (Online orders)

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.

• Where you purchase goods from us that are defective, we shall (at our option) repair or replace such goods or refund the price of such goods provided that (a) you give us notice within 48 hours of the date of your acceptance of the goods and (b) if damage to the goods has not been caused by you. Our entire liability to you shall be limited to the price you paid for the goods, and we shall not be responsible for any consequential or other financial loss that you may seek to claim for regarding the tiling or flooring job you are carrying out. All damaged goods will be replaced on standard delivery at our cost.

• Any free gifts or products comprising of an offer (e.g. 3 for 2) must also be returned.

• Dave’s Tiles products are guaranteed for 12 months from point of purchase (excluding individual supplier guarantees, details of which would have arrived with your product). Compensation, refunds or returns will not be considered after this period.

• If you find any damages on receipt of goods, you must forward a clear photo of the damages to office@davestiles.co.uk before we send out replacements.

Checks Prior To Fitting

We advise you to buy tiles, borders and decors from the same range as the tiles may be sourced from different suppliers which may result in a slight variation in size/colour.

Please check your tiles carefully before fixing. Shade variation is a design feature of most of our tiles. If for any reason you are not happy with the shade of your tiles, we cannot accept the responsibility after the tiles have been fixed. Fixing the tiles to a substrate means that you have accepted the tiles in their present state so no refunds or replacements will be offered. Please ensure you are happy with the shade of your tiles before you start any project.