RETURNS

• OUR RETURNS POLICY
• HOW DO I RETURN AN EXISTING ITEM?
• WHERE SHOULD I RETURN MY GOODS TO?
• MY RETURN WAS PROCESSED BUT I WHY WASN'T I REFUNDED MY DELIVERY CHARGE?
• I HAVE BEEN REFUNDED THE INCORRECT AMOUNT
• HOW LONG DOES IT TAKE TO PROCESS MY RETURNS?
• HAVE YOU RECEIVED MY RETURNED GOODS
• I RETURNED AN ITEM AND IT WAS INCORRECTLY REFUNDED OR REPLACED

OUR RETURNS POLICY

Returning goods to tilersmerchants.co.uk

In addition to our terms and conditions, you can return any item within 28 days of receipt for a refund of that item or exchange it for an alternative product.

For returns made outside the Distance Selling Regulations we will refund the monetary value of the goods returned to us at the price you purchased them.

In all cases the items returned must be in their original condition.  All goods will be inspected on return.

The goods are your responsibility until they reach our warehouse.

Click here to begin the return process. To read about how the process works first click here.

We recommend you use a postal service that insures you for the value of the goods you are returning. 

We also accept orders under the Distance Selling Regulations.

HOW DO I RETURN AN EXISTING ITEM?

As an online business»we aim to provide a returns service that is hassle-free for you.

From receipt you have 28 days to decide if you want to return any item within your order.  Just click here to begin the returns process online then return your items. Click here to read about how the returns process work.

If you are a UK customer, you can return your goods.

Please note it is very important that when you return an item, we know the order number it relates to, your details and whether you want a refund or an exchange.  Without these details we won't be able to take the action you want us to.

It can take up to 7 days for us to receive your return, depending on which postal service you use.  However once we receive them, we will inspect and process the goods within 24 hours to ensure you receive what you want as quickly as possible.

In ordered that you are kept informed, we will send you an email confirming the action we have taken as soon as we are confident the goods are in their original condition and the return has been allocated to you tilersmerchants.co.uk account.

Any refund will automatically be issued to the card used to make the original purchase and in the event we are unable to provide a suitable replacement we will automatically refund you and let you know via email.

In all cases the item returned must be in their original condition. All goods will be inspected on return and any items in unsuitable condition will be sent back to you. For more information on our returns policy please refer to our Returns Policy above.

WHERE DO I RETURN MY GOODS TO?

Please send your returned goods to:
TilersMerchants.co.uk,
Woodland View House,
675 Leeds Road,
Huddersfield,
West Yorkshire,
HD2 1YY.

MY RETURN WAS PROCESSED BUT WHY WASN'T I REFUNDED MY DELIVERY CHARGE?
We will usually refund you what you paid for the goods but not the delivery charge except in cases where the order was cancelled under the UK Distance Selling Regulations or the entire order was faulty.

For more information see our Returns Policy above

I HAVE BEEN REFUNDED THE INCORRECT AMOUNT
We are very sorry if we have made a mistake on your refund.  Please get in touch with our Customer Care Team who will try and sort it out for you as possible.

The following may affect the amount you have been refunded.

The delivery charge which would only be refunded under cancelled orders made under Distance Selling Regulations or if the goods are faulty.

Any discount that were applied at the time of sale, which may not now be applicable.

HOW LONG DOES IT TAKE TO PROCESS MY RETURNS?
We try and process returns as quickly as possible. 

I RETURNED AN ITEM AND IT WAS INCORRECTLY REFUNDED OR REPLACED
We are really sorry if we made a mistake when processing your request.

If you were expecting a replacement and got a refund instead; this may be because we were unable to exchange the item for what you wanted.  In this instance we would automatically issue you with a refund so you have the choice to purchase whatever goods you want instead.

If you were expecting a refund and we sent you replacement goods, please get in touch with our tilersmerchants.co.uk Customer Services so we can sort it out for you.