Last updated: 30 June 2026
Made to order, bespoke products
Every tile we sell is custom-printed and kiln fired individually to your chosen design, size and finish. Because our products are made to your specification, they are bespoke goods under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (regulation 28(1)(b)). This means the standard 14-day “cooling-off” right to cancel for change of mind does not apply once production has begun.
We want you to be happy with your tiles, so please check your design, sizes and quantities carefully before ordering, and contact us first if you are unsure about anything.
Cancelling before production
If you need to cancel, contact us as soon as possible after ordering. If we have not yet started production, we will cancel your order and refund you in full. Once production has started, we are unable to refund a change-of-mind cancellation.
Damaged in transit
Ceramic and porcelain are fragile and occasionally a tile is damaged in transit despite careful packing. If your order arrives damaged:
- Report it to us within 48 hours of delivery.
- Send clear photographs of the damaged tiles and the outer and inner packaging.
- Keep all packaging until your claim is resolved.
Once confirmed, we will produce and dispatch replacement tiles free of charge, or issue a refund for the affected items. Please do not arrange installation of a damaged delivery.
Faulty or incorrect goods
If your tiles are faulty, or do not match the design, size or finish you ordered, you are entitled to a repair, replacement or refund under the Consumer Rights Act 2015. Contact us within 30 days of delivery with your order number and photographs and we will put it right.
Please note that slight variation in colour, glaze, tone and texture is a natural characteristic of fired ceramic and of screen-to-tile colour reproduction, and is not a fault.
How to make a claim
Contact us via our Contact page with your order number, a description of the issue, and photographs. We aim to respond within two working days and will guide you through the next steps.
Refunds
Where a refund is due, we refund to your original payment method. Refunds are processed promptly once the claim is agreed and any affected goods or evidence have been received.