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Returns Policy
We hope you are fully satisfied with your product(s). However, in the unlikely event that they are unsuitable or that you are not fully satisfied, please contact us and we will be happy to assist you.
Return Window
28 Days From Delivery Date
Damages / Incorrect Delivery
If you receive damaged or incorrect tiles, you will need to inform us within 5 working days from delivery. We will ask for photographs of the damaged tiles and will endeavor to resolve and send replacements (if required) as quickly as possible. Please email us at sample@luxurytiles.co.uk if any tiles come damaged or the wrong tiles are sent.
Surplus
Due to batch/shade variation and our high turnover of stock, we operate a selected returns policy where the product is over-ordered. To inquire about returning a product, please contact us at info@luxurytiles.co.uk.
We will refund any unopened boxes within 14 days of the date of delivery. The refund will be processed within 3-5 working days following our receipt of the return.
Change of Choice
You have the right to return all non-perishable goods if you are not happy with your selection. The goods must be returned in the original packaging to our main distribution warehouse within 7 days of receiving the order. Refunds will be processed within 3-5 working days following our receipt of the return. Original delivery costs will not be refunded.
Cost of Return
If you are unable to organize the return, we can arrange to have the product collected from you. The cost of this collection will be passed on to you.
Parcel Courier Deliveries: Unfortunately, we cannot arrange collections for orders originally delivered by this service. If you wish to return any products, you will be responsible for organizing the return of the goods to our main distribution warehouse.
We ask that you take reasonable care when handling the goods and return them to us unopened, unused, and in their original packaging, including any wooden crates or pallets. If you no longer have the pallet/crate, we can arrange for a pallet to be delivered. However, this will be chargeable.
Goods can only be returned without packaging if they are defective.
If the original packaging surrounding the product has been damaged or destroyed, we will only issue a refund if the product is being returned due to a defect.
Restocking Fee: 20%
Returns Address
To process a return, please email us at sample@luxurytiles.co.uk or call us at 0207 411 9038.
