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 returns@terranovatiles.com with your order number and the tiles you want to return.
2. We will send you a free prepaid label to our UK returns address within 1–2 working days.
3. Repack the tiles securely in their original boxes.
4. Our courier collects from your chosen UK address.
5. Once inspected, your refund is issued to the original payment method within 5 working days.

Damaged or defective tiles

If your order arrives damaged or with a manufacturing defect, contact us within 48 hours of delivery with photos. We will replace the affected boxes free of charge or issue a full refund, including any delivery costs.

Cancellations

You can cancel your order before dispatch for a full refund. If tiles have already left our warehouse, the standard 30-day free returns process applies once they arrive.