Returns and Refunds Need to return a product or get a refund? Get advice here or call us on 0333 320 04 24.

Returns and Refunds

Returning an Item

Every item that is sold is carefully inspected before it is dispatched from our warehouse. However, if you are not satisfied with the goods you've received, you must inform us within 14 days of receipt of the goods. All products that are returned must be carefully repackaged in their original packing. The goods that are being returned must reach us within 30 days and in a saleable condition.

Only unused items can be returned to us. Any items that have been used are no longer saleable, and as such are not refundable.

Tile Fix Direct cannot be liable for damages to products damaged in transit back to us. We recommend sending items using services that provide proof of delivery and insurance.

Returned goods will be subject to a 25% handling charge, this covers our internal costs to physically check each item and return them to stock both physically and digitally.

Bespoke products cannot be returned or refunded as these are custom made for your project and are not saleable to anyone else. This includes all shower screens and Lustrolite items too.

If we are notified after 14 days that you wish to return an item, delivery costs cannot be refunded.

We will exchange items that are faulty or items that have been supplied incorrectly if we are notified within 30 days. This is subject to our Terms and Conditions.

All returned items must have their Returns Reference Number clearly on the paperwork. This number is your Tile Fix Direct order number and will start with TFD. Please phone our sales team on 0333 320 80 48 who will be happy to assist you further and answer any questions.


Refunds for goods that are returned in a saleable condition will be made within 5 working days of the goods being returned to Tile Fix Direct.

The refunded amount will only be placed back onto the credit or debit card that was used to purchase the goods. Refunds cannot be made to a different card or by any other means.

If the goods are returned in condition that is deemed not saleable, there will be no refund.

If you wish to return items, you must cover the cost of shipping the goods back to Tile Fix Direct. Tile Fix Direct is not held responsible for any damages that may occur during the return process. To prevent damages from occurring, we recommend that all items are sent recorded delivery and items of high value are insured.

Once tiles have been fixed, no returns or refunds are available. Please refer to Section 10.2.4 of our Terms and Conditions for more information.

Tile Fix Direct
1 Hollybush Lane,
GU11 2PX, GB.
0333 320 04 24
Business hours are 08.00 a.m. to 16.00 p.m. Monday to Friday. Local Time is (GMT).
© 2021 Tile Fix Direct. All rights reserved. Terms & Conditions.
Company No. 1224335 | VAT No. GB 213 1387 01.