Returns & Refunds

1. Your statutory rights (Consumer Rights Act 2015)

Under UK law, tiles you buy from TileFlow UK must be of satisfactory quality, fit for the purpose described, and as described in the product page. If they're not, you have a legal right to:

• Reject them within 30 days for a full refund
• Ask for a repair or replacement after 30 days but within 6 months
• A partial refund or final rejection if the repair/replacement fails

These rights are statutory. They sit on top of anything written here and can't be reduced.

2. Change of mind — 14-day cooling-off (Consumer Contracts Regulations 2013)

For tiles bought online or by phone, you have 14 days from the day you receive the goodsto tell me you want to cancel. You then have a further 14 days to return them. You don't need a reason.

To start a return: WhatsApp +44 7539 472545 or email tileflowuk@gmail.com with your order reference. I'll confirm the return address within 1 working day.

What I refund

• The full cost of the tiles
• Standard outbound delivery cost (the cheapest standard option, even if you upgraded — that bit's not refundable per the regulations)

What you cover

• The cost of returning the tiles to me safely
• Any reduction in value if you've handled the tiles beyond what you would in a shop (e.g. used them, damaged the surface)

Refunds are processed within 14 days of me receiving the tiles back, or proof you've sent them, whichever comes first.

3. What's excluded from the 14-day cooling-off

UK regulations exclude these categories from the change-of-mind window. Statutory rights (faulty / mis-described) still apply either way.

• Made-to-order or cut-to-size tiles — anything produced or modified to your spec
• Tiles cut from a single batch on your request— once cut, they're bespoke
• Sealed cleaning or sealing chemicals once the seal is broken (hygiene)

Sample tiles are NOT excluded — you can return samples within the 14-day window like any other order.

4. Damaged in transit

Tiles travel on pallets and a small percentage of breakage is normal — that's why I always recommend ordering 10–15% extra for waste. But if more than 5% of your order arrives broken, or the pallet is visibly damaged on delivery:

1. Sign for the delivery as "DAMAGED"on the courier's POD before they leave
2. Take photos of the wrapped pallet AND the damaged tiles before unpacking the rest
3. Message me within 48 hours of delivery — I'll arrange replacement or refund at no cost to you

5. Faulty or mis-described tiles

If a tile is genuinely faulty (not just a colour variation between batches, which is normal for natural-look porcelain) or doesn't match the description on the product page, your statutory rights kick in. Message me with photos and your order reference. I'll replace, refund, or repair as you prefer.

6. Affiliate purchases (Amazon and others)

When you click an Amazon link on TileFlow UK and buy from Amazon, you're buying from Amazon — not from me. Returns, refunds, and faulty-product complaints for those orders are handled by Amazon under their Amazon UK returns policy. I can't process returns on Amazon's behalf, but if something goes wrong with a tool I've recommended, do tell me so I can update the review.

7. Complaints + dispute resolution

Try me first — most things sort out in one message. WhatsApp +44 7539 472545 or email tileflowuk@gmail.com.

If we can't agree, you can refer the complaint to Citizens Advice consumer service, or use the EU Online Dispute Resolution platform. You also retain your right to take the matter to the small claims court.

8. Trader details

TileFlow UK
Trading as: TileFlow UK
Email: tileflowuk@gmail.com
WhatsApp: +44 7539 472545
UK-based sole trader. Postal address available on request.

Last updated: 8 May 2026. This page describes my returns process — it can't override your statutory rights, and nothing here is intended to. If anything looks off, tell me.