Returns and Refunds

Last updated: 23 October 2026

We want you to be happy with your tiles. If something isn't right, this page explains how to cancel an order, return goods and get a refund. Nothing on this page affects your statutory rights.

1. Your Right to Cancel

• If you buy online, by phone or by email, you can cancel your order within 14 days of receiving your goods, without giving a reason.
• You can also cancel at any time before your order is dispatched.
• To cancel, please contact us by email or phone with your order number.

2. Return Conditions

To be accepted for a refund, returned goods must be:

• Unused and in a resaleable condition
• In full, unopened original boxes (we cannot accept part boxes or loose tiles)
• Returned within 14 days of telling us you wish to cancel

3. Items That Cannot Be Returned

Unless they are faulty, we cannot accept returns of:

• Special-order or made-to-order items
• Tiles that have been cut, laid, fixed or grouted
• Opened adhesives, grouts, sealants or other accessories
• Clearance or end-of-line items marked as non-returnable
• Samples

4. How to Return Your Goods

• Contact us first to arrange your return. Please do not send goods back without speaking to us.
• You can return the goods to our store at Willow Tree Farm, Love Lane, Iver, SL0 9QZ, or we can arrange a collection for a fee.
• Unless the goods are faulty or incorrect, you are responsible for the cost of returning them.
• Please pack the goods securely. We are not responsible for goods damaged on their way back to us.

5. Refunds

• Once we receive and inspect your return, we will refund you within 14 days.
• Refunds are made to your original payment method.
• If you cancel your whole order, we will refund the standard delivery charge you paid. If you cancel only part of an order, the original delivery charge is not refunded.
• We may reduce your refund if the goods have been used, damaged or handled more than necessary.

6. Damaged, Faulty or Incorrect Goods

• Please check your order on delivery. Report any damage or missing items within 48 hours, with your order number and photos.
• If your goods are faulty or not as described, contact us as soon as possible. We will offer a replacement, repair or refund in line with the Consumer Rights Act 2015.
• If we sent you the wrong item, we will arrange collection and send the correct item at no extra cost.
• Please check all tiles before fixing them. We cannot accept claims for tiles that have already been laid or fixed.

7. Colour and Shade Variation

Natural shade, tone and texture variation between batches is normal for tiles and is not a fault. Colours may also look different on screen from the real product. We recommend viewing samples or visiting our showroom before ordering.

8. In-Store Purchases

Items bought in our store can be returned at our discretion within 14 days, in line with the conditions above. Please bring your receipt or order number.

9. Contact Us

To arrange a return or ask about a refund, please get in touch:

Polo Tiles Ltd
Willow Tree Farm, Love Lane, Iver, SL0 9QZ
Email: polo.tiles.ltd@gmail.com
Phone: 07500 054999