Returns & refunds

What can be returned

• Full, unopened boxes in their original packaging.
• Tiles that are unused, undamaged and free from installation marks.
• Accessories and trims returned with proof of purchase.

What cannot be returned

• Tiles that have been cut, fixed, laid or otherwise installed.
• Clearance or custom-order items marked as non-returnable.
• Opened boxes where seals are broken, unless tiles are defective.

How to return

1. Email sales@terranovatiles.com or call 07823 322 427 with your order number and the tiles you want to return.
2. We confirm the return and send you the returns address, usually within 1–2 working days.
3. Repack the tiles securely in their original boxes, on a pallet for larger orders.
4. Write your order number on the outside of every box or pallet, and put a copy of your order confirmation inside.
5. Book the carriage yourself with a courier of your choice and pay the cost — we don't arrange collection or supply a label.
6. Once inspected, your refund is issued to the original payment method within 5 working days.

Return carriage is at your own cost and is not refunded. Keep your courier's tracking number until the refund is issued, and don't send anything back before we've confirmed the return.

Returns address

Please do not send returns to any other address, and do not send goods back without contacting us first.

Damaged or defective tiles

Please check your delivery on arrival and note any damage on the delivery note. If your order arrives damaged or with a manufacturing defect, contact us within 48 hours of delivery with photos. Give us a reasonable opportunity to examine the goods and we will replace the affected boxes, or issue a full refund including any delivery costs.

Some variation in size, shade, shape and pattern is inherent in tile manufacture and is not a defect. Always lay out tiles from several boxes before fixing — tiles that have been cut, fixed or laid are treated as accepted.

Re-delivery and refused deliveries

If nobody is available to receive your delivery on the chosen day, we may charge a re-delivery fee. See our delivery information and terms and conditions.

Cancellations

You can cancel your order before dispatch for a full refund. If we cannot supply any item, we will tell you and refund the full amount, including delivery. If tiles have already been dispatched, the standard 30-day returns process applies once they arrive.