At Surfaces Tiles Ltd, we want you to be completely satisfied with your porcelain tile purchase. If for any reason you are not satisfied, we offer a hassle-free returns and exchanges process. Please read the following guidelines carefully:
Where The Products Received Are Damaged Or Incorrect, Please Inform Us Within 48 Hours with photographs of the received goods And We Will Arrange A Replacement.
Where The Products You Receive Are Different From The Sample You Purchased Or The Order You Placed, We Ask That You Return Them In A Resaleable State, Undamaged, Unused, And In The Same Packaging They Were Received. A Replacement/refund Will Be Processed Within 7 Working Days Following The Receipt Of The Return Via The Original Payment Method.
We Do Not Provide Replacements Or Refunds For Change Of Choice After The Product Has Been Delivered In Perfect Condition. We Advise That You Make Your Selections Carefully, And Speak To Our Tile Specialist Team (If Need Be) For Guidance On The Best Product For Your Need.
Surfaces Tiles, reserves The Right Not To Refund Or Replace If The Products Are Deemed Not Resaleable, Returned After 60 Days, Or Without Proof Of Payment. When Returning Products, We Advise That They Are Carefully Packaged, Insured, And Tracked. Refunds/replacements Will Not Also Be Issued For Products Damaged In Return Transit Or Return Not Received At All.
Kindly Email Us At [email protected] Or Call 07877968447 For All Returns. Endeavour To Provide Proof Of Purchase, Order Number, The Amount Of Product Received/being Returned, And The Reason For Your Return.
Eligibility for Returns and Exchanges
- We accept returns and exchanges within 28 days from the date of delivery.
- The tiles must be unused, in their original packaging, and in the same condition as when they were received.
- Custom or special order tiles may not be eligible for return or exchange. Please contact our customer support team for more information.
Initiating a Return or Exchange
- To initiate a return or exchange, please contact our customer support team either by Phone or Mail. Provide your order number and details of the items you wish to return or exchange.
- Our customer support team will guide you through the process and provide you with a return authorization number (RMA) if applicable.
- Customers are responsible for the cost of return shipping unless the return is due to an error on our part (e.g., wrong item shipped, damaged item).
- We recommend using a trackable shipping method to ensure the safe return of the items. We are not responsible for any lost or damaged returns in transit.
- Please note that the original delivery charges will not be refunded.
Refunds and Store Credit
- Once we receive the returned items and verify their condition, we will process the refund or exchange.
- Refunds will be issued to the original payment method used during the purchase. Please allow 7-8 working days for the refund to be reflected in your account.
- If you opt for a store credit, it will be issued in the form of a digital voucher that can be used for future purchases on our website.
Exclusions and Special Considerations
- Samples cannot be returned or exchanged. They are intended to provide a representation of the tile’s color, texture, and finish.
- If you received damaged or defective tiles, please contact our customer support team within 48 hours with photographs of delivery to arrange for a replacement or refund.
- You can cancel your order anytime before it’s shipped at Surfaces Tiles.
- We value your satisfaction and offer a flexible cancellation policy to ensure your peace of mind.
- If you have any questions, concerns, or need assistance regarding our Returns and Exchanges process, please don’t hesitate to contact our customer support team. We’re here to help!