Can I return my online order?
Yes, our staff are happy to help. 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.
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 cannot be returned to store.
How do I return my online order?
Please complete our online returns form
. We'll ask you to choose one of the following method of return:
*Please note - If you do choose to return your items via your own method of carrier service, please ensure that your items are re-packed securely onto the pallet provided and wrapped as they were delivered. You do this at your own risk.
|Return Method |
|Return to your local CTD store |
|You will need to bring your items to your nearest store by booking a time slot. |
|CTD Collection |
|We will come and collect you order. Please contact us and we will quote this based on our own costs. |
|Own method of carrier service* |
| ||You choose and arrange a carrier to deliver the items to us. Using a carrier other than CTD means that you must send the items to: CTD Tiles, 20-22 Melchett Road, Kings Norton Business Centre, Birmingham, B30 3HS |
After you have submitted this form our customer service team may contact you for further details. If you need to speak to our customer service team you can contact them on 0800 014 2994
(Mon - Fri 9am - 5pm).
My order is damaged / incorrect - what should I do?
CTD Tiles go to great lengths in order to make sure your delivery is correct and in good order.
Please inspect your items as soon as they arrive, and, if in the the unfortunate event that 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 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.
Can I return items bought online to my local CTD store?
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.
Your items must be unused and complete with original packaging.
You will need to complete our online returns form
to let us know that you want to return your items to your local store. On this form, please select the returns method as 'Return to your local CTD store'.
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 cannot 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 help us arrange this for you.
Can I return perishable items?
Unfortunately, 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 online order is returned:
- Within 14 days of you receiving the items
- Undamaged and in a resalable condition - without diminished value, e.g. unused/in original packaging.*
*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
How will I get my refund if I have purchased using PayPal Pay in 3?
If you have already paid instalments and the refund amount is more than the balance remaining, then your PayPal account will be refunded.
If the refund amount is less than the amount you have left to pay, your refund will be split equally across the remaining 2 instalments.
Order total: £90
Instalment 1: £30
Instalment 2: £30
Instalment 3: £30
If you make a full return to the value of £90 but have already paid the first instalment, then the value of the first instalment (£30) will be split and paid back over instalment two (£15) and three (£15).
If you are making a part return to the value of £40 for example but have already paid the first instalment, then the £40 is deducted from the remaining balance and instalment two and three will be recalculated.
Remaining balance before the return is (£30 + £30) - £40 (returned item value) = £20. This will be split across the remaining two instalments.
Instalment 1: £30 (paid)
Instalment 2: £10
Instalment 3: £10
For more information on PayPal Pay in 3, please contact their customer service team.