Returns & Refunds

At Premium Tiles, we want you to shop with confidence. If there's ever an issue with your order, we'll always do our best to resolve it quickly and fairly.

Please read the information below regarding damaged goods, order cancellations and returns.

Damaged or Incorrect Orders

If your order arrives damaged or you've received the wrong items, don't worry — we'll put it right.

Please notify us within 48 hours of delivery by email.

To help us process your replacement or refund as quickly as possible, we ask that you:

Take a photograph of the damaged pallet before unloading (where applicable).
Inspect your full order after unloading.
Send us one claim showing all damaged or incorrect tiles together (where possible), along with the quantity requiring replacement.

Providing this information allows us to process your claim quickly and submit the necessary claim with our delivery partner.

Returning an Order

If you've changed your mind, you have the right to cancel your order within 14 days of receiving your goods.

Once you've notified us that you'd like to return your order, you'll have a further 14 days to return the goods.

To be eligible for a refund:

Goods must be returned in their original sealed packaging.
The products must be returned in a resaleable condition.
We'll ask you to provide a photograph of the goods before they're returned so we can confirm they're suitable for resale.

Customers are responsible for arranging the return transport and ensuring the goods are adequately insured during transit. Please email us to arrange a return.

Once your return has been received and inspected, your refund will be processed within 5 working days. This will not include original delivery fees.

Orders Already Dispatched

Once your order has been dispatched from our warehouse and is with the courier, we're unable to amend the order, delivery address or delivery date.

Please ensure all order details are correct before dispatch.

As tile boxes can be heavy, we also recommend making any necessary arrangements before your delivery arrives.

If an order is cancelled after dispatch, or delivery is refused, a £40 per pallet return charge will apply.

Leftover Tiles

As Premium Tiles operates with competitive pricing and fast stock turnover, we're unfortunately unable to accept returns of leftover tiles or partial orders that fall outside of a full order cancellation.

For this reason, we recommend ordering carefully and keeping a few spare tiles for any future repairs or maintenance.

Special Order Products

Products that have been specially ordered, manufactured or sourced specifically for a customer's requirements are non-returnable and non-refundable, unless they are faulty or supplied incorrectly.

Lead times for Special Order products are shown on the relevant product page where applicable.

Need Help?

If you have any questions about your order, returns or refunds, our friendly customer service team is always happy to help.

Our aim is to make every order as straightforward and hassle-free as possible, and we'll always do our best to resolve any issues quickly and fairly.