Returns and Refunds

Before you make the purchases

It is important to note that when placing an order, we recommend adding an extra 8%–15% of tiles. Breakages can occur during transit, and having extra tiles helps avoid delays during installation.

Please note that we do not refund the first 5% of breakages. Any breakage beyond this allowance will be refunded (please refer to the Refund Processing section below for details). If you notice any breakages, you must take clear photos and send them to us immediately. All breakages must be reported within 72 hours of delivery. Claims made after this period will not be accepted.

Returns at a glance

  • Return window: next business day from delivery (with a valid reason. As per the section above).
  • Products: Tiles & Outdoor pavers boxes only.
  • Boxes must be unopened, unused, and not customer-damaged.
  • Change of mind or customer damage: customer covers return shipping.
  • Method: In store, At a drop-off location, By mail.
  • Return label: Included in the package, Free.
  • Restocking fees: 20% of the product price.
  • Refund processing time: 10 days.

Refund & Returns Policy

At Tilenow, we want you to feel confident with your purchase. While we take the utmost care in delivering your order, we understand that sometimes returns may be necessary.

Returns Eligibility

  • You may return your order within the next business day of delivery with a valid reason.
  • All returned boxes of boxes must be unopened, unused, and undamaged by the customer.
  • We cannot accept part-used packs or items that are not in resoluble condition.

Damaged or Faulty Products

  • If your tiles are faulty, we will provide a full refund or replacement at no extra cost.
  • If you find any damaged please contact us right away. The first 5% of the damaged product is non refundable.
  • Please notify us as soon as possible and include clear photographs of the damage.
  • Send images by email or message

Customer Responsibility

  • For change of mind returns or where packs are damaged by the customer, you must arrange and cover the return delivery cost.
  • A 20% restocking fee will apply to returned items.
  • Returns must be securely packaged to prevent damage in transit. Use the original packaging where possible.

How to Return Your Order

  1. Contact us within the next business day of delivery to request a return:Phone/WhatsApp: 07557 429 479 · Email: info@tilenow.co.uk
  2. We will send you a Returns Confirmation with our warehouse address and a reference number.
  3. Send the items back securely packaged with the Returns Confirmation clearly attached to all parcels/pallets.

Refunds

  • Once your returns is received and checked (for missing items or damage), your refund will be processed.
  • Refunds can take up to 10 working days to appear in your account, depending on your bank.
  • The refund processing time is typically 10 days.

Packaging & Evidence Tips

  • Keep packs on the original pallet/packaging when possible and wrap securely for transit.
  • Take timestamped photos of the packs before dispatch as proof of condition.
  • Ensure the Returns Confirmation is attached externally so our warehouse can identify your order quickly.

This policy applies to all kind of tiles purchases from TileNow.co.uk.