Samples, Paint and Ancillaries
Tile samples, wood samples, unopened tins of paint and unopened ancillary products ordered in store or online, returned in perfect condition, to a showroom within 30 days of purchase will be refunded in full with proof of purchase.
Where we have sold tiles as full boxes, only full unopened boxes can be returned.
Special Order Items
Orders for ‘special order’ items are non-returnable unless they are damaged on delivery or are faulty.
Products bought from the clearance section of this site cannot be returned to our stores. All returns must be sent to our warehouse in Oxfordshire. End-of-line products are of first quality, but some packaging may be worn.
Goods on Delivery
The goods on delivery should be as described, fit for purpose and of satisfactory quality. If this is not the case, goods will be refunded or replaced. Please contact us immediately at the showroom where you placed your order or call 0845 366 0400. This term does not apply to any defect in the goods arising from:
- fair wear and tear, wilful damage, accident or negligence by your or any third party; or
- use of the goods in a way that we do not recommend: or
- your failure to follow instruction (including instructions about installation, use, cleaning and servicing of the goods) which we have provided to you; or
- any alterations or repair you carry out without prior written approval.
You should be aware that certain goods require a level of treating and aftercare. Some may easily be scratched and/or be subject to natural pitting/chipping.
Installation constitutes acceptance of the product.
Returning Goods within 30 days
If you wish to return your complete order following delivery you may do so by informing us within 10 days of receipt of delivery by calling or emailing your nearest showroom. We ask that you take reasonable care when handling the goods and return the goods unopened and unused and within 30 days of the initial delivery. Where possible, the Goods should be returned in their original packaging.
Returning Unused or Excess Goods
At our discretion, we may be willing to accept the return of unused/excess goods. If agreed, the total value of the returned goods must exceed £30 including VAT. The price used for this calculation will be the original price paid on the order.
Returning Goods outside of 30 days
Goods accepted for return at our discretion outside the 30 days in perfect condition will be refunded but will incur a 25% re-stocking charge.
To arrange a return, please contact your local showroom or our Online Sales Team. They will advise if they are able to take the goods into the showroom (space/weight permitting) or whether a collection from your premises will need to be arranged. Returning goods to us is at your own cost and risk. Collections of goods to be returned can be arranged by Fired Earth which will incur a fee equivalent to the weight of the goods, or goods can be returned to our Oxfordshire warehouse at your own costs using the form on this page.
With the exception of an approved Fired Earth collection, we are not responsible for any loss or damage to any returned goods in transit and as such we recommend that you return the goods through a recorded delivery service. If returned goods are received damaged in part, or in full, we reserve the right to deduct the value of damaged goods from your final refund. We reserve the right to ask for photographs as evidence of damage.
Damaged, Missing or Faulty Goods
Once received, please check the Goods within 14 days of delivery. We reserve the right to refuse claims for damaged or missing goods made after this time unless a longer period of time has been previously agreed in writing.
We strongly advise you to arrange delivery at least 10 working days in advance of any installation work to allow sufficient time to check your order and to allow any natural materials to acclimatise, or to rectify any incorrect, delayed, damaged or postponed deliveries (for whatever reason). This will allow sufficient time to postpone your installation if necessary; we cannot accept responsibility for lost working time in any eventuality.