If you receive damaged or incorrect tiles you will need to inform Tile Mountain within 2 working days from delivery. Please provide an image taken whilst the items are still on the pallet. We will endeavour to send replacements or issue a refund where applicable as quickly as possible.
Tile Mountain offers continual low prices and has a rapid stock turnover, as such we are unable to accept returns of any leftover products or items that fall outside of a full order cancellation.
You have the right to cancel your full order 14 days from the date of receiving the goods. Once you have notified us of your wish to cancel an order, you have 14 days from the date of notification to return the goods to us. All returned goods must be sent in the original packaging to our main distribution warehouse. Any opened boxes must be sealed accordingly before being returned. Customers are responsible for arranging transport and insurance of goods. Refunds will be processed within 5 working days following our receipt of the return. A photo of the goods being returned must be provided prior to arranging transit to allow us to determine that the items are in a resalable condition. To request to cancel an order please click here
Once an order has been dispatched from our warehouse and is in the care of the courier, you will receive a dispatch email. The order is then unable to be amended. Therefore please ensure that delivery dates, addresses and items are correct prior to dispatch. Please assess the weight of the boxes as tiles can be heavy, precautions may need to be made.
If an order is cancelled after dispatch or the delivery is refused, there will be a flat rate charge of £40 per pallet for the order to be returned to us.
Items that have been specially ordered for a customers’ specific needs cannot be returned for a refund.