Refund policy

Business name: Alhambra Tiles 
Contact: mail@alhambratiles.co.uk [0203 9282 883]
Returns address: on instruction

1) Change‑of‑mind (online consumer orders)

If you bought online, you may cancel within 14 days of placing your order. We’ll refund the product price and our cheapest standard outbound delivery. Return postage/collection is at your cost unless the item is faulty. Refunds are processed within 14 days of us receiving the return (or proof of return), to your original payment method.

Exceptions (no change‑of‑mind returns)

  • Made‑to‑order, custom or personalised tiles, special‑order shades/sizes, or items cut to size

  • Opened or part‑used boxes, loose/cut tiles, and clearance/final‑sale items

Condition of returns

Items must be unused and in resalable condition, ideally in original packaging. We may make a reasonable deduction for any loss in value caused by handling beyond what’s necessary to check the goods (for example, installing tiles).

2) Faulty or damaged items

If your goods are faulty, you have a short‑term right to reject within 30 days of delivery for a full refund. After 30 days, you’re entitled to a repair or replacement; if that’s not possible, a price reduction or refund may apply. Your statutory rights aren’t affected.

Transit damage & shortages

Please inspect deliveries on arrival. If anything arrives damaged or short, photograph the pallet/boxes and tiles and contact us within 48 hours so we can resolve it with the carrier. This helps us fix things quickly and does not limit your legal rights. Heavy/palletised returns must be packed securely on a pallet.

3) Shade, calibre & natural variation

Handmade/terracotta/encaustic tiles naturally vary in tone, texture and size. Such intentional or inherent variations aren’t faults. Please order sufficient quantity (including wastage) and blend from multiple boxes during installation if required.

4) Surplus/over‑order returns (goodwill)

Subject to inspection, we may accept returns of full, unopened boxes of stock items within 10 days for store credit. This excludes custom/special orders. 

5) Who pays for returns?

  • Change‑of‑mind: You cover return shipping. For pallets/heavy goods, we can arrange collection at our courier rates and deduct the cost from your refund.

  • Faulty/damaged: We cover return or collection costs.

6) What we refund

  • Products: Full amount (subject to any lawful deduction for diminished value if applicable).

  • Outbound delivery: Our cheapest standard delivery only (not premium/expedited options).

  • Return delivery: Only if the goods are faulty.

7) How to start a return

  1. Get in touch with us [mail@alhambratiles.co.uk] with your order number and photos (if damaged/faulty).

  2. Pack securely: use original packaging where possible; tiles must be re‑boxed and palletised for carrier collection.

  3. Keep your proof of postage/collection. We’ll update you once inspected.

8) Trade / B2B orders

Consumer cancellation rights apply to consumers only. Trade/B2B returns are accepted by prior agreement for full unopened boxes of stock items within 14 days, subject to inspection and a 15% restocking fee; carriage both ways is chargeable. Faulty or mis‑described goods will be remedied in line with UK law.

FAQ

Can I return leftover tiles?
We occasionally accept full, unopened boxes of stock items within 30 days for store credit, less any restocking fee. Open or part‑used boxes can’t be returned.

Are samples returnable?
Samples are non‑returnable, but we’ll refund samples if your subsequent order exceeds £500 — ask our team.

What if my tiles arrived damaged?
Photograph the pallet/boxes and the tiles and contact us within 48 hours so we can resolve it quickly.

How long do refunds take?
We issue refunds within 14 days of receiving your return (or proof of return). Your bank may take 3–5 working days to show the funds.

Do you offer exchanges?
Yes, on a case by case basis. Please get in touch with us.

Who arranges the pallet collection?
We can book a carrier and deduct the cost from your refund, or you can return via your own insured carrier.

Will the colour/shade match my sample?
Some variation is expected when purchasing natural tiles hand-made and fired in a kiln. We recommend ordering 15% extra and blending from multiple boxes during installation if required.

What if my installer is scheduled soon?
Please check your order on arrival. If anything’s wrong, tell us immediately so we can prioritise a fix.

Do you accept returns on custom/bespoke tiles?
No — custom, personalised, special‑order or cut‑to‑size items are non‑returnable unless faulty.