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, there’s an easy process to follow to return the goods to us and get a refund.

In an ideal world you would be able to check each item upon delivery – but we know that this isn’t always the case. That’s why we have an extended 14-day period for you to notify us of a problem with your items. This 14-day period starts from receipt of the goods, and If you notify us within this period, there are no restocking charges.

If you inform us after this 14-day period, you are still able to get a refund, but the returned goods will be subject to a 25% restocking charge, this covers our internal costs to physically check each item and return them to stock both physically and digitally.

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.

Bespoke products cannot be returned or refunded as these are custom made for your project and are not saleable to anyone else.

Some goods are despatched straight from the supplier and will need to be returned direct to the supplier. In this instance the supplier may impose restocking charges. The Seller cannot waiver these charges as they are imposed fro the manufacturer themselves. You will be alerted if a product is coming direct from manufacturer on the product page.

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 04 24 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 you choose to contact us about a refund after 30 days, the refund will take place in the form of a store credit placed on your Tile Fix Direct account.

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.

For further assistance on returns and refunds please contact one of our friendly web-sales team directly on 0333 320 04 24 or by emailing