Returns Policy

1. If you wish to return the items, you have 14 days after receiving your items to notify us and request a return. You have 14 days from the date of notification to return the items to us. (Exclusions apply. See 'Return exclusions' section below).

2. Items must be in original packaging and in a resalable condition. To be eligible for a return, your item must be in the same condition that you received it, unworn and unused, with no signs of installation.

3. To start a return, you can contact us at onlineorders@ashfordtileandbathroom.co.uk. Please include in the email your order number, name of items and the pictures of items that you wish to return. You will also need the receipt or proof of purchase. Refunds will be processed within 5 working days after our receipt of the returned goods.

4. We will not be able to accept the return of opened shower enclosures and shower doors unless they have been confirmed as a faulty. This is due to health and safety risks as domestically repackaged glass may not be lift able and may be non-transportable and cannot be resold.

5. There will be a charge of £50 per pallet for the items to be returned back to us. If your return is accepted, we'll send you instructions on how and where to send the items as different items are dispatched from different locations.

6. Please note that it will be your responsibility to arrange the courier and insurance for items that you wish to return. Customer shall be responsible for any damage to the items during return transit. If items are damaged during transit back to us it is your responsibility to claim for damages from the delivery company used.

7. If you ask us to collect then items will be refunded in full minus outgoing delivery and return charges. You will be responsible for arranging the return and all costs associated with the return.

8. Items sent back to us without first requesting a return will not be accepted.

Return exclusions

1. Items excluded from our returns policy include: tiles, made to order items, special order items, and perishable items (such as grout and adhesive).

2. Made to Order items cannot be cancelled or returned as unwanted as they are specifically manufactured or altered for customers such as Whirlpool Spa Baths, Tongue and Grove Wall Panels and personalised items.

3. Perishable item is defined as anything that can lose its usefulness and value if not appropriately stored or transported, or if not utilised within a certain time, such as adhesive and grout.

4. Special Order Items are defined as any items which do not appear on our website or brochures. Such items can only be cancelled within 24 hours of order confirmation.

5. Tiles - spare tiles which are surplus to requirement cannot be returned as the transportation costs and restocking costs usually outweigh refund amount.