Changed your mind?

If you change your mind about your purchase, you can return eligible items to us within 30 days of receiving your order.

• Unopened cartons: Tiles must be returned in their original, unopened packaging and in a clean, undamaged and resalable condition.
• You can open one box: We understand that you may need to see the tiles properly before deciding whether they are right for your space. You may therefore open one box of tiles from your order for inspection.
• Opened box: If you decide to return the order, the opened box cannot be refunded. The remaining unopened and resalable cartons can still be returned in accordance with this policy.
• Adhesive and grout products: Due to their sensitive nature and limited shelf life, we are unable to accept returns of adhesives, grouts or similar installation products unless they are faulty.

How to make a return

1. Contact us. Let us know that you would like to make a return within 30 days of receiving your order. Email info@petitetiles.co.uk.
2. Arrange your return. Unless the goods are faulty or supplied incorrectly, the cost of returning the goods is your responsibility. Tiles must be packaged securely to protect them during transport.
3. We inspect the goods. Once your return reaches us, we will check that the products meet the conditions of our returns policy.
4. We issue your refund. Approved refunds will be sent back to your original payment method. We aim to process refunds promptly and within the applicable statutory timescale.

Any opened box used for inspection will be excluded from a change-of-mind refund.

Order cancellations

Changed your mind before your order arrives? Please contact us as soon as possible.

• If your order has not yet been dispatched, we will cancel the order and issue a full refund.
• If your order has already been dispatched, please contact us and we will explain the available return arrangements.
• Where delivery or return costs are not refundable under our voluntary returns policy, we will make this clear when arranging the return.

Damaged or faulty goods

Goods damaged in transit

Tiles are fragile, and although every care is taken with your order, occasional transit damage can occur. Please inspect your delivery as soon as reasonably possible.

If you notice visible damage, where possible:

• Make a note of the damage when signing for the delivery.
• Take clear photographs of the damaged packaging and tiles.
• Contact us at info@petitetiles.co.uk as soon as possible.

We ask that transit damage is reported within 48 hours where possible, as this helps us raise a claim with the courier quickly.

Reporting damage outside this period does not affect your statutory rights.

Faulty products

If you believe your tiles are faulty or defective, please stop installation and contact us as soon as possible. Send us photographs and details of the issue so that we can investigate and, where appropriate, arrange a replacement, refund or other suitable resolution.

Before installation

Please inspect your tiles carefully before installation begins.

• Check your order: Confirm the colour, shade, size, quantity and product before installation.
• Do not install tiles with an obvious issue: If you believe something is wrong, contact us before proceeding.
• Natural variation: Variations in colour, shade, texture and pattern are inherent in many tile collections and may form part of the intended appearance of the product.
• Tiles already laid: Installed tiles cannot normally be returned under our change-of-mind policy because they are no longer in a resalable condition.

Returning your tiles safely

• Unless the item is faulty, damaged or incorrectly supplied, return costs are your responsibility.
• Returned tiles must be packaged securely enough to withstand transport.
• We recommend photographing the tiles and their packaging before arranging collection or return.
• You may open one box per order for inspection, but the opened box cannot be refunded under our change-of-mind returns policy.