Refund policy

At Just Tiles NI, we have been supplying premium tiles and flooring for 20 years. We understand the high value of the goods you have purchased and want to make the entire transaction, including resolving any issues, as smooth as possible. When you receive your delivery, you should thoroughly check the goods. If any items arrive damaged, please mark the delivery docket as damaged, take photos of the entire pallet clearly showing the damage, and contact us within 48 hours. We will strive to resolve any issues as quickly as possible. If you need to return your order, please review our policy below.

 

Returns Criteria & Exclusions

To be eligible for a refund, returned goods must be in their original, undamaged condition. Under UK and Irish consumer law, we reserve the right to deduct an amount from your refund to cover any diminished value of the goods if they show signs of handling beyond what is necessary to establish their nature, characteristics, and functioning (similar to inspecting items in a shop).

Custom-made or bespoke items ordered specifically for you cannot be returned. Additionally, perishable or sealed installation items, including opened adhesive, grout, silicone, and trim, are non-refundable once opened or used.

 

1) Right to Cancel & Cooling-off Period (UK & ROI)

Under the UK Consumer Contracts Regulations and the Irish Consumer Rights Act 2022, you have a statutory right to cancel your order for any reason within a 14-day cooling-off period.

This period expires 14 calendar days from the day after you, or a third party designated by you, receive physical possession of the goods. For orders delivered in multiple batches or split shipments, the 14-day period begins the day after the final delivery.

To exercise your right to cancel, you must notify us in writing via email at info@justtilesni.co.uk or via WhatsApp before the 14-day period expires.

 

2) Return Process & Shipping Costs

You are responsible for paying the direct cost of returning the goods to us. We are unable to arrange collection of returned items.

We strongly advise using a tracked palletised carrier service and capturing photos of the pallet before and after it is wrapped for collection. Just Tiles NI is not liable for goods lost or damaged in return transit.

All returns must be dispatched to our warehouse at the following address: Just Tiles NI, Ballymena, Northern Ireland.

 

3) Refund Process

We will process your refund without undue delay and no later than 14 days from the day we receive the returned goods back at our Ballymena warehouse, or 14 days from the day you provide evidence of having sent the goods back, whichever is earlier.

The refund will cover the full purchase price of the items, including standard outward delivery charges. If you chose an express or premium delivery option, we will only refund the cost of our standard delivery rate.

Refunds will be issued using the same payment method as the original transaction. Deductions may be made if the goods show signs of diminished value as described above.

 

4) Damages and Shortages in Transit

We use specialist pallet networks, but due to the fragile nature of tiles and flooring, breakages can occasionally occur. Upon delivery, you must inspect the shipment. If there is visible damage, you must sign the delivery note as damaged with the driver and notify us within 48 hours with photographic evidence. Risk associated with the goods transfers to you at the point of physical delivery.

Once verified, we will dispatch exact batch replacements immediately. If a direct replacement is unavailable due to an item being discontinued or out of stock, we will recommend a suitable alternative or provide a full refund for the damaged items.

 

5) Batch Consistency and Excess Stock

We accept returns on surplus unopened boxes within your cancellation period, but we strongly recommend keeping extra tiles as spare stock. Having spare items from your original production batch is the only way to guarantee a color and size match for future repairs or modifications.

 

5) Project Planning & Contractor Bookings

Just Tiles NI accepts no liability for financial claims, labor costs, or downtime fees resulting from delayed or damaged deliveries. We strongly advise that you do not book tilers, fitters, or contractors until you have received, unpacked, and fully inspected your entire order.