30 Day Money Back Guarantee

We know estimating the number of tiles required can be difficult so we offer a 30 day money back guarantee on surplus goods returned to us in a brand new condition and suitable for re-sale. This also applies if you’ve simply changed your mind, just return the products to us unused, in their original condition and we’ll exchange them for you or give you a full refund.

  • Goods must be returned in original brand new condition within original undamaged packaging.
  • Tiles can be returned in partial box quantities although they must be within the original carton identifying the shade and caliber number. Loose tiles can unfortunately not be accepted.
  • Any delivery charges originally paid cannot be refunded.
  • Goods should be returned with a proof of purchase such as a receipt or credit card statement.
  • The customer is responsible for arranging and covering the costs of transport and insurance for the return of the products.
  • Any products specially ordered in for individual customers needs are not covered by this service.
  • Refunds will made via the original method of payment and processed once the goods have arrived with us and been checked. Funds may take up to 10 days to appear back in your account dependant on the specific service offered by your card provider. Total Tiles have no influence over this time period.
  • The value of any free gifts not returned or bulk buy offers which become non applicable to the original sale post refund will be deducted from the refund value.
  • Returns Address: Total Tiles, 17 Arkwright Road, Hadleigh Road Industrial Estate, Ipswich, Suffolk IP2 0UB
  • All returns and order cancellation policies are covered by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("CCR").
  • If you order your goods online or by phone and wish to cancel your order within 14 calendar days, you can do so and receive a full refund including original standard delivery charges. This excludes any surcharge paid for express, timed or Saturday delivery services.
  • If you wish to cancel your order please let us know by either emailing us at customersupport@totaltiles.co.uk or by calling us on 01473 805959 or completing our Cancellation Form. Returns over 14 days are covered by our 30 day money back guarantee policy.
  • Goods must be returned in original brand new condition within original undamaged packaging.
  • The customer is responsible for arranging and covering the costs of transport and insurance for the return of the products. The approximate cost for a single box returned by a parcel company is around £10.00 and for a pallet for up to 50 boxes around £60.00. These can be arranged through delivery broker companies such as P4D
  • Returns can also be made in person to the showroom at our distribution warehouse.
  • Refunds will made via the original method of payment and processed once the goods have arrived with us and been checked. Funds may take up to 10 days to appear back in your account dependant on the specific service offered by your card provider. Total Tiles have no influence over this time period.
  • Goods must be returned to us within 14 days of the date we receive notice of your intent to cancel.
  • Once our transport company has collected your goods from our warehouse if you wish to cancel your order, you would be liable for transportation return charges.

We have a stringent internal check procedure to ensure that our customers receive the correct items first time. In the unlikely event that you do find any damaged or incorrect goods please follow our Damages procedure.

We strongly recommend you source your tiles well in advance of your installation date. Further information can be found in our Terms and Conditions