Refund and Returns Policy

At Elliren Tiles, we want you to be fully satisfied with your purchase. Our returns and refunds policy is designed to be fair, transparent, and easy to follow, while protecting the quality and integrity of our products.

Tile Returns – 30 Day Satisfaction Guarantee

You may return your entire tile order within 30 days of delivery if you’re not fully satisfied.

Conditions for eligibility:

  • Tiles must be unused, undamaged, and in their original packaging

  • Items must be in resaleable condition

  • You must notify us and request a return by completing our Returns Form within 30 days of delivery

Bathroom Accessories – 48 Hour Return Period

Bathroom accessories can be returned within 48 hours of delivery.

Return requirements:

  • Items must be unused, in original condition, and in original packaging

  • Notification and photographic evidence must be submitted within 48 hours of delivery

  • Returns requested after 48 hours will not be accepted

Breakages and Damaged Goods – Must Be Reported Within 48 Hours

All breakages or damage must be reported within 48 hours of delivery, regardless of the product type.

To report damage:

  • Email info@ellirentiles.co.uk with your order number

  • Include clear photographs of the damage and packaging

  • Claims made after 48 hours will not be accepted

Returns and Restocking Fees

  • All returns must be pre-approved by our customer service team

  • A restocking fee of 25% to 35% or £10 (whichever is greater) will apply to all authorised returns

  • Tiles must be returned in full box quantities and in resaleable condition

  • Refunds will be issued only once returned goods are inspected and approved

Non-Returnable Items

The following products cannot be returned under any circumstances:

  • Adhesives, grouts, trims, and other consumable materials

  • Special Order products, unless damaged or faulty on delivery

  • Sale items, which are sold as seen and are non-refundable and non-cancellable

Special Orders – Faulty Items Only

Products marked as Special Order are non-returnable, except where proven damaged or defective on arrival.

If your special order is faulty:

  • Contact us within 24 hours of delivery

  • Provide clear photographic evidence

  • We will arrange a refund or replacement as appropriate

Shade Variation

Shade variation is a natural feature of ceramic and porcelain tile manufacturing, especially in decorative ranges.
Goods are sold subject to these variations, and returns will not be accepted for shade differences.

How to Return Your Order

  1. Email info@ellirentiles.co.uk to request a return

  2. We will provide:

    • A Returns Confirmation

    • A return reference number

    • The relevant warehouse return address

  3. Return the complete order, ensuring the Returns Confirmation is clearly attached to the outer packaging

  4. Once received and inspected, refunds are typically processed within 10 working days

Return Shipping Responsibility

  • Customers are responsible for arranging and covering return shipping costs

  • Goods must be securely packaged to avoid damage during transit (we recommend using the original pallet or protective materials)

  • A clear photo of the packed goods before dispatch is required as proof of condition

Need Help?

For any return, refund, or delivery-related enquiries, please contact our team:

Email: info@ellirentiles.co.uk