Return and Refunds
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Can I return my online order?


Yes, as long as your items are unused and complete with original packaging, you have up to 28 days from the date of receiving your goods to return your order.

Please note: Items marked as 'Online Deals' are subject to restricted returns and can only be returned via 'CTD Collection' or 'Own method of carrier service', at an additional cost (see returns method table below). Please contact our customer service team on 0800 014 2994 to arrange returns of online deal items, or click here to fill in our online returns form. Online Deals can not be returned to store.


How do I return my online order?

To help you avoid making non-essential journeys, we have extended our returns policy until 28 days after our stores reopen for all purchases made after the 1st January 2021. We are unable to accept returns while our stores are closed during lockdown.


My order is damaged / incorrect - what should I do?


CTD Tiles go to great lengths in order to make sure your delivery arrives safely, efficiently and correct.

When you receive your delivery, we strongly recommend that you inspect your items and if in the unfortunate event your goods are damaged or faulty you can reject the delivery and your items will be returned to us. We will then give you the option for us to arrange replacements for you or you can receive a full refund to your original payment method.

If, however, you notice that your order is damaged or incorrect after you have accepted the delivery, please complete our delivery discrepancies form within 48 hours of receiving your goods. Alternatively, you can contact our customer service team on 0800 014 2994.

Once we have the details of your order we will arrange to get the correct or replacement items to you or issue a full refund.


Can I return individual tiles?


We only accept full boxes unless you are returning your complete order within 14 days. 

If you have simply changed your mind or ordered too much and would like a refund, full boxes must be returned within 28 days of receiving the items and must be undamaged in the original packaging.

To return your online order, please notify us by completing our online returns form.



Can I return items bought online to my local CTD store?


To help you avoid making non-essential journeys, we have extended our returns policy until 28 days after our stores reopen for all purchases made after the 1st January 2021. We are unable to accept returns while our stores are closed during lockdown.

Your items must be unused and complete with original packaging.

Please note: Items marked as 'Online Deals' are subject to restricted returns and can only be returned via 'CTD Collection' or 'Own method of carrier service', at an additional cost (see returns method table above). Please contact our customer service team on 0800 014 2994 to arrange returns of online deal items, or click here to fill in our online returns form. Online Deals can not be returned to store.



Can I return clearance items?


Yes, as long as your items are unused and complete with original packaging, you have up to 14 days from the date of receiving your goods to return your order. Please complete our online returns form to let us know that you want to return your items.


Can I return perishable items?


Perishable items are exempt from our returns policy due to the nature of the product. However, if the items you purchased were faulty or damaged you have 14 days to notify us. We will then issue a refund or replacement. 

We strongly recommend that you inspect your goods upon delivery and should you find fault, you do not have to accept the delivery.


If I return my order will I receive a refund?


You will qualify for a full refund if your full order is returned:

  • Within 14 days of you receiving the items
  • Undamaged and in a resalable condition - without diminished value, e.g. unused /original packaging.
If you return your full order after 14 days or make a partial return at any time, you will be subject to a 20% restocking charge and therefore a full refund will not be possible. This 20% restocking charge is calculated based on the items you are returning.

Days to return goods*
Restocking charge
Up to 14 days after receiving your order
FREE
15 - 28 days after receiving your order
20% restocking charge

*Please note that we only accept full boxes unless you are returning your complete order. You may incur an extra delivery charge if you would like your order collected by us or if you choose to have your goods sent via your chosen courier. See ‘how do I return my online order’ for more details.


When will I receive my refund?


We aim to have any refunds issued to your bank account, or PayPal account, within 14 working days of CTD receiving the goods, or proof of the goods being sent back to us if we receive this earlier.

If you have not received your refund within 14 days of CTD receiving the goods, then please call us on 0800 014 2994.


Fill out my online form.


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