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Returns Policy

We want you to be completely happy with your purchase. Here's everything you need to know about returns.

03333 55 1111

Free Delivery Over £500

30-Day Returns

Return unused items within 30 days of delivery for a full refund.

Report Damage Fast

Damaged or faulty items must be reported within 48 hours of delivery.

Non-Returnable

Cut tiles, special orders, and clearance items cannot be returned.

Full Returns Policy

ELIGIBILITY

Items must be unused, in their original packaging, and in a resalable condition. You must provide your order number and proof of purchase when requesting a return.

HOW TO RETURN

Contact our customer service team on 0333 355 1111 or email returns@tilehouse.co.uk to arrange your return. Do not send items back without first obtaining a returns authorisation number.

RETURN SHIPPING

The cost of returning goods is the responsibility of the customer unless the items are faulty or damaged. We can arrange collection at a competitive rate - please ask our team for a quote.

REFUND TIMELINE

Refunds are processed within 5-7 working days of us receiving and inspecting the returned goods. Refunds will be issued to the original payment method.

DAMAGED OR FAULTY GOODS

If your order arrives damaged or faulty, please report it within 48 hours with photographs. We'll arrange a replacement or full refund at no extra cost to you.

EXCLUSIONS

The following items cannot be returned: cut-to-size tiles, bespoke/special orders, sale or clearance items, adhesives and grouts that have been opened, and items not in original packaging.