Returns and Refunds

Last updated: 31 August 2026

This page explains both your statutory online consumer rights and the additional SATS discretionary returns policy. The two are separate. Our discretionary conditions never remove rights you have under UK consumer law.

Returns at a glance

  • Tiles: sold in full boxes only.
  • Damage, breakage, shortage or incorrect goods: please report in writing within 48 hours of delivery with photographs.
  • Online consumer cancellation: normally notify us within 14 days of receiving the goods, then return them within a further 14 days.
  • SATS discretionary surplus returns: may be approved up to 28 days from delivery for unopened, unused, resaleable full boxes.
  • Discretionary return limit: normally up to 10% of the original order value unless agreed otherwise in writing.
  • Discretionary restocking charge: 20%–50% depending on product type and supplier terms.
  • Faulty goods: statutory consumer rights apply; discretionary restocking fees do not override them.

1. Damage, breakages, shortages and incorrect deliveries

Please inspect your delivery as soon as reasonably possible. If visible damage or shortages are present at delivery, note them on the delivery paperwork before signing where possible.

Please email sales@satstiles.co.uk within 48 hours of delivery with your order number and clear photographs of the goods, packaging and pallet where relevant. You can also contact us on 01753 316106 or WhatsApp 07955 501595.

The 48-hour reporting period helps us investigate transport claims quickly. It does not remove statutory rights for faulty, damaged or misdescribed goods, including faults that were not reasonably discoverable within 48 hours.

2. Your right to cancel an online consumer order

If you are a consumer who bought qualifying goods online, by phone or by another distance-sales method, you normally have the right to cancel without giving a reason by telling us within 14 days of receiving your goods.

After notifying us of cancellation, you normally have a further 14 days to return the goods.

To cancel, email sales@satstiles.co.uk and provide your name, order number, delivery address and a clear statement that you wish to cancel. You can also use the model cancellation form at the bottom of this page.

3. Returning goods after statutory cancellation

Unless the goods are faulty, damaged, incorrect or we agree otherwise, you are responsible for the direct cost and safe arrangement of returning cancelled goods. Tiles are heavy and frequently require pallet transport, so return transport can be substantial. Contact us before booking a carrier so we can provide the correct returns address and handling requirements.

You may examine goods in a similar way to how you reasonably could in a shop. We may make a lawful deduction from the refund if handling beyond what is necessary to establish the nature, characteristics and functioning of the goods has reduced their value. Cutting, fixing, installing or using tiles will usually go beyond what is necessary to inspect them.

4. Refunds following statutory cancellation

For a valid statutory cancellation, we will refund the amount due within the period required by law. Where required, this includes the cost of our standard outbound delivery service. If you chose a more expensive delivery option, we are not required to refund the additional amount above the cost of standard delivery.

Refunds are normally made to the original payment method.

5. SATS discretionary returns up to 28 days

In addition to statutory rights, we may approve a return of surplus or unwanted standard-stock goods up to 28 days from delivery. This is an additional SATS policy and is most relevant once the statutory distance-selling cancellation period has passed.

To qualify for consideration under this discretionary policy:

  • tiles must be in unopened, undamaged, resaleable full boxes;
  • goods must be unused, uncut and uninstalled;
  • proof of purchase is required;
  • the product must be suitable for return to stock;
  • the amount accepted is normally limited to a maximum of 10% of the original order value, unless agreed otherwise in writing; and
  • you must obtain approval from SATS before returning the goods.

6. Restocking charges on discretionary returns

Approved discretionary returns may be subject to a 20%–50% restocking charge. The exact charge depends on the product, supplier policy, transport and the work required to return the goods to saleable stock.

The restocking charge and 10% return limit do not apply where doing so would restrict a statutory cancellation right or a remedy for faulty, damaged, incorrect or misdescribed goods.

7. Products not accepted under the discretionary returns policy

Unless we agree otherwise, the following are excluded from SATS discretionary change-of-mind returns:

  • opened or part boxes of tiles;
  • tiles that have been cut, fixed, installed, laid, used or damaged after delivery;
  • clearance, discontinued or sale items;
  • opened adhesives, grout, silicones, trims, sealants and other consumable or shelf-life-sensitive items where they cannot reasonably be resold;
  • bespoke, personalised, made-to-measure or made-to-specification items; and
  • standard special-order items sourced specifically for you once any statutory cancellation period that applies has ended.

These exclusions apply to our additional discretionary policy. They do not remove statutory rights. Sale goods have the same statutory faulty-goods rights as full-price goods. A standard product ordered specially for you is not automatically excluded from statutory distance-selling cancellation rights; however, goods made to your specification or clearly personalised may fall within a legal cancellation exception.

8. Faulty, incorrect or misdescribed goods

If goods are faulty, not as described or not fit for purpose where that requirement applies, you have rights under the Consumer Rights Act 2015. Where the legal conditions are met, consumers can have a short-term right to reject faulty goods within 30 days and may have rights to repair, replacement, price reduction or refund after that period.

Please contact us before installing goods if you notice an issue. No restocking fee will be used to reduce a statutory faulty-goods remedy.

9. Check tiles before installation

Before cutting or installation, check the product, quantity, size, shade, calibre, batch, finish and condition. Open and compare boxes before fixing so that tiles can be blended and any visible issue can be identified.

We do not accept discretionary returns for goods that have been cut, fixed, installed or laid. This does not exclude statutory rights for latent faults or other defects that could not reasonably have been identified before installation.

10. Return transport and SATS collections

For discretionary returns and statutory cancellations where the customer is legally responsible for return costs, you must arrange and pay for suitable return transport. Goods should be securely packed and protected. They remain your responsibility until received by us.

If SATS agrees to arrange collection, additional pallet, carrier, collection and handling charges may apply. We will tell you the charge before arranging collection.

11. Processing a discretionary refund

Once returned goods arrive, we will inspect them. If the return has been approved and the goods meet the agreed conditions, the refund will be processed to the original payment method, less any agreed restocking, collection or handling charge.

12. How to request a return

  1. Email sales@satstiles.co.uk with your order number, name, delivery address, items and quantities you want to return, and the reason for the request.
  2. If the goods are damaged, faulty or incorrect, include clear photographs.
  3. Wait for the correct return address and handling instructions before sending palletised goods back.
  4. Pack the goods securely and retain proof of return/collection.

13. Model cancellation form

You can copy and email the following wording if you wish to exercise a statutory right to cancel a qualifying distance-sales order:

To: SATS TILES / Sats Group Ltd, Unit 3, Tomo Industrial Estate, Packet Boat Lane, Uxbridge, UB8 2JP — sales@satstiles.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:

Order number:
Goods:
Ordered on / received on:
Name:
Address:
Date:

14. Contact

SATS TILES / Sats Group Ltd
Unit 3, Tomo Industrial Estate
Packet Boat Lane
Uxbridge
UB8 2JP

Email: sales@satstiles.co.uk
Landline: 01753 316106
Mobile / WhatsApp: 07955 501595

For the full contractual terms, please also read our Terms and Conditions.