return and refund policy
Customers are entitled to a refund if they report within 14 days of receiving their goods that they want to cancel. Customers then have a further 14 days to return the goods once they've started the process.
The customer will then receive a refund within 14 days of the goods arriving back.
Once the pallet has arrived it will be inspected to make sure the tiles are present and in a re-saleable condition. The Company reserve the right not to refund if the goods are deemed as not being in a re-saleable condition.
Any delivery charge from the original order will not be refunded.
Therefore we recommend that you return the goods on a wooden pallet and securely fasten the goods so they are not able to move around. It is always helpful in the event that damage may be caused in transit to take a couple of photographs before they are wrapped and when they are wrapped, before they are collected.
A delivery address will be supplied once the return request has been raised via email email@example.com
If you would like Ceramic Planet to arrange a collection via Palletways a collection based on a date of your choosing can be arranged (48 hours’ notice required).
Please email us at firstname.lastname@example.org with your preferred date. (Note collection can only take place between Monday-Friday and can be any time between 9am and 5pm)
The cost of the collection and return service is based on the postcode and the weight of the order being returned. This will be calculated and communicated via email with the customer before being booked in with Palletways.
The collection charge will be deducted from the cost of tiles returned.
Please make sure the tiles are on a wooden pallet and secured (cling film). The delivery company will not collect or deliver any loads not on a pallet and will not manually handle any load they collect. Palletways supply a pallet and wrap service for an additional £30.00 on top of the collection/return charge if required.
For more details please read our Terms and conditions.