Free Click & Collect

Free Click & Collect

At your local store

Free Order & Collect

Free Order & Collect

At your local store

Free Delivery

Free Delivery

On orders over £250*

Free Cut Samples

Up To 3 Free Cut Samples

Free delivery on all samples

Buy Back Service

On-line & Telephone Sales

  • All returns are covered by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("CCR"). Sales made prior to 13/06/14 are covered by the Distance Selling Regulations 2000. Please see our Terms and Conditions page for full details of our return and cancellation policies.
  • If you wish to return any goods, we will offer you an exchange where possible or provide you with a full refund. Simply return the items within 28 days of delivery to your local store in their original condition together with a receipt as proof of purchase (You can find details of your local store here). Refunds are only offered on full boxes of tiles and flooring in a resaleable condition. Single tiles or planks are not refundable.
  • Alternatively, if you are unable to return the goods to one of our stores, our Customer Service team can arrange the collection for you on a day that is convenient. Simply call our team on 0330 053 3362 or email [email protected] with your order number and we will arrange the rest. You must notify us within 28 days of delivery or collection. All returns must be palletised and secured safely to the pallet. There is a charge of £48 per pallet for this service which will be deducted from your refund amount. .

  • For any damaged goods, please notify us within 48 hours of receiving your items. This will allow us to avoid potential mixed batches of your replacement items. However, you can return faulty/damaged items within 28 days of delivery.
  • All refunds will be made via the original method of payment. Once we have confirmed that we have received your goods back in an acceptable condition, please allow up to 14 days for funds to show back in your account. Proof of purchase (email order confirmation or online invoice) is required when the refund is requested. Customers must ensure the goods are wrapped to the original pallet and in safe condition for transport. Photographs are required prior to the collection being arranged.
  • We regret we are unable to exchange or compensate for any costs incurred once the tiles have been used in any way. Your use of the tiles or flooring implies that you have accepted them, therefore before you commence tiling/fixing, please inspect all your tiles or flooring (in respect of quality, shade and condition) to ensure they are satisfactory and as ordered/expected. This should be done before sealing, cutting or fixing the tiles and or flooring.
  • With prior arrangement with Customer Services, goods can be returned to your local Tile Giant store. Simply call us first on 0330 053 3362 to make the appropriate arrangements. Once the tiles are returned to a store, a member of staff will contact us to confirm the goods have been brought back so we can process the refund back to your card.
  • For full details on other types of returns including order cancellations, please see our full Terms and Conditions

Store Sales

  • If you wish to return any goods, we will offer you an exchange where possible or provide you with a full refund. Simply return the items within 28 days of collection or delivery from the store in their original condition, together with a receipt as proof of purchase. Please note, this gesture of goodwill does not apply to specially ordered items.
    • Special order Products are subject to a 10% restocking fee to return these to the suppliers. This will be deducted from your refund.
    • Refunds are only offered on full boxes of tiles and flooring in a resalable condition. Single tiles or planks are not refundable unless sold as samples. Proof of purchase is required when the refund is requested.
  • Grouts & Adhesives: these are refundable within 28 days of collection. Please note that they must be in a dry, well packaged and in a resaleable condition.
  • Non-refundable items will be detailed on your receipt, these include supplier direct tiles.
  • 20mm sized tiles. Due to the weight of these items, these are direct delivery items. If returns are required of these items, this is arranged by a courier collection. Customers must ensure the goods are wrapped to the original pallet and in safe condition for transport. Photographs are required prior to the collection being arranged and are subject to a 10% restocking fee plus any associated courier charges, which may apply.
  • Magna XXL Tiles full boxes that are in a re-saleable condition. A 25% restocking charge will be applied along with a £25 collection charge. The refund will be credited once the product is checked back into the warehouse. Minimum return is 3 boxes.
  • Managers Special / WIGIG (When it’s gone it’s gone) Lines are deemed non-refundable and will be notarised on the receipt as non-refundable due to batching and limited supplies.
  • All refunds will be made via the original method of payment except cash amounts over £100 and payments originally made by cheque will be made via a head office BACS payment. Please allow 7-14 working days for a head office BACS Payment to be processed.
  • Partial refunds – We are able to offer partial refunds if you would like to return part of your order. You will be charged a 10% restocking fee on the goods returned and not the full order.
  • We regret we are unable to exchange or compensate for any costs incurred once the tiles have been used in any way. Your use of the tiles or flooring implies that you have accepted them, therefore before you commence tiling/fixing, please inspect all your tiles and or flooring (in respect of quality, shade and condition) to ensure they are satisfactory/as expected when ordered. This should be done before sealing, cutting and fixing.
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