Refund policy

Full Returns and Exchanges Policy

At Just Tiles NI we have been supplying premium tiles and flooring for 20 years. Because we deal in high value materials that require specialist handling and batch matching our returns policy is designed to ensure the technical success of your project.

1. Damages and Shortages in Transit

We use specialist pallet networks but due to the nature of the goods breakages can occur. Upon delivery you must inspect the pallet. If there is visible damage you must sign the delivery note as damaged with the driver. You must notify us via email or WhatsApp within 48 hours of delivery with attached photographs of the damage.

Once verified we will strive to dispatch exact batch replacements immediately. If a direct replacement is unavailable due to a product being end of line or out of stock we will recommend a suitable alternative or offer a full refund for the affected items. Risk in respect of the goods passes to the buyer at the moment of delivery.

2. Change of Mind Returns

For standard stocked items you have a 14 day cooling off period from the date of delivery to notify us of a return. All items must be unused in their original unopened packaging and in a resaleable condition. Due to batching and calibration issues we cannot accept returns for opened boxes.

All returned orders will incur a 20% restocking charge to cover the specialist handling and administration of batch managed stock. The customer is responsible for all return shipping fees. We recommend using a tracked palletised service and taking photographs of the pallet before and after it is wrapped for collection. Just Tiles NI is not responsible for items lost or damaged in return transit.

 

3. Special Orders and Sale Items

Items that are ordered specifically from international factories to fulfil your order are classified as special orders. These items are non returnable and the 14 day cooling off period does not apply once the order has been processed with the factory. Items purchased on sale or as clearance are also non exchangeable and non returnable unless faulty or damaged in transit.

 

4. Batch Consistency and Attic Stock

We accept returns on surplus individual boxes but strongly recommend keeping any leftovers as attic stock. Having spare items from your original batch is the only way to guarantee a perfect match should you ever need to lift a portion of your floor for future repairs.

5. Project Planning and Professional Trades

The company cannot under any circumstances entertain financial demands for late or incorrect delivery. We strictly recommend that you never book a tiler or contractor until you have received and inspected your goods.

6. Refund Process

Once goods are received at our Ballymena warehouse and inspected to ensure they are in a resaleable condition we will process your refund minus the 20% restocking fees within 5 to 7 working days.

If you have any concerns regarding your refunds please contact our Ballymena office at info@justtilesni.co.uk.