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Our returns explained

Where can I return my item or order to?

We currently have 1 location where you can return your item(s) to, which is as follows:

Customer Care Counter
Vander House
Starnhill Close
S35 9TG

How do I return my item or order?

If you've changed your mind about keeping your purchase, and you wish to return an item or your order to us, you have a few options available to you. We ask if you are returning items, you are doing so within the following guidelines:

  1. The item(s) have not been installed.
  2. The item(s) are still in their original packaging.
  3. The item(s) are returned as new.
  4. If you require a refund, you must notify us within 30 days of the delivery/collection date.

If you meet all of the above criteria, you can return your items to us, but to do so, you will need to arrange this with our customer care team. The best way to do that is via our contact form below or by calling us on 0330 353 0304, or you can email

Unfortunately, we don't cover the cost of returning items back to us, but we can arrange collection of the items for you for a charge, which will be deducted from your refund or credit amount.

Received a damaged or defective item?

Whilst all our products pass strict quality standards, on very rare occasions you may find an item arrives damaged.

Please make sure you inspect your goods as soon as you receive them and let us know within 30 days of receipt if an item is damaged or defective by emailing or calling us on 0330 353 0304, making sure you have your order number to hand. Alternatively, you can use the returns form below. Once the damage or defect has been confirmed, we will ensure a replacement is sent free of charge, and with the minimum of fuss.

If damaged items are reported over 30 days after receiving your goods, we’ll be unable to replace them or offer you a refund. In the case of tiles, it is not unusual to have a small proportion of the tiles broken to some degree (e.g. chipped edges). These damaged tiles can be used for the cuts you will need to make. If you find an unacceptable proportion of your tiles are damaged please contact us on 0330 353 0304.

For information on refunds and credits please click here.

Returns Form

*Denotes a required field

We'll never share your email with anyone else.
Please enter the product code(s) of the product(s) you wish to return. Please separate multiple product code by comma (,). If you wish to return the full order, please enter 'Full'.
Please provide any extra details regarding your return/cancellation.
Terms & Conditions

Please download a copy of our full terms and conditions by clicking here.