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Returns and cancellations
1. In-stock tiles and products (online and phone orders, home customers)
You can change your mind and cancel within 14 days. The 14 days start the day after your goods are delivered, or the day after the last delivery if your order comes in more than one.
To cancel, email quotes@totallookdesign.com or call 01923 729 966 with your order number and the items you want to return. You can use the cancellation form below, but you don’t have to. You then have a further 14 days to send the goods back or let us collect them.
Unless the goods are faulty or not what you ordered, you pay for the return. Tiles come back on a pallet. We can arrange a pallet collection from a UK mainland address at cost, and we will quote the price before booking it. Or you can drop the goods at our Watford warehouse free of charge.
We refund the goods you return plus our standard delivery charge for them. The refund is made within 14 days of us receiving the goods back, to the card or account you paid with.
Please handle goods only as you would in a shop to check them. If returned goods have lost value because of extra handling, we reduce the refund by that amount and tell you why. Examples are opened boxes, tiles that are marked, chipped or cut, and opened adhesive, grout or silicone. Full, unopened boxes in the condition we sent them are refunded in full.
2. Special order products (ordered in for you)
Most of our range is not held in stock. This includes most tiles, sanitaryware, and sockets and switches. We order them from the supplier when you buy, and delivery usually takes about 4 weeks. Each product page says whether an item is in stock or ordered in for you.
Before you order, please get a sample. Shade, finish and texture can vary between batches and look different on screen, and a sample is the surest way to know you will be happy. Samples are free (up to 3 per order, £3.90 delivery).
When you place a special order, you will be asked to confirm at checkout that the items are being ordered in for you. Your cancellation rights are the same as in section 1. If you cancel before we place the order with the supplier, we refund you in full. If you cancel after we have placed it, or once the goods are delivered, you pay the return cost in section 1. Unopened boxes and packs are refunded in full, with deductions only for lost value as in section 1.
3. Bespoke, cut-to-size and custom items
Items made to your own specification or personalised for you cannot be cancelled once we have placed the order with the supplier, unless they are faulty. This covers bespoke doors, tiles cut to size or shape, and products made in a size, colour or finish chosen just for you. We will tell you clearly before you pay if an item is bespoke.
Bathroom products come sealed. Items sealed for hygiene reasons, such as toilet seats, shower heads and waste fittings, cannot be returned once the seal is broken. Other bathroom products can be returned unused in their original packaging. If they have been fitted, plumbed in or used, we deduct the loss in value, which can be the full price.
4. Trade account orders
Trade customers buy as a business, so the home customer cancellation rights above don’t apply. In-stock items can be returned within 14 days of delivery, unopened and in saleable condition, subject to a 25% restocking charge. Special order items can only be returned if the supplier accepts them back. A 25% restocking charge applies, plus any extra charge the supplier makes. Bespoke and cut-to-size items, adhesives, grouts, silicones and tools cannot be returned unless faulty.
5. Showroom and in-person orders
If you buy in our showroom or pay in person, there is no legal right to cancel. As a goodwill gesture, we may accept unopened full boxes of tiles back within 14 days of purchase. They must be in good saleable condition and from a batch we can resell, and a 25% handling charge applies. Special order tiles, adhesives, grouts, silicones, bathroom fittings, flooring and tools are not taken back from these orders unless faulty.
6. Surplus tiles (over-ordering)
We recommend ordering about 10% extra for cuts and breakages, and that allowance is not returnable.
For online and phone orders from home customers, unwanted extra boxes can be returned within the 14-day cancellation period on the same terms as sections 1 and 2. You pay the return cost, and there is no restocking charge.
After that period, or for showroom and trade orders, we may accept surplus tiles as a goodwill gesture. They must be full, unopened boxes from the same order, returned within 28 days of delivery, and from the same batch. A 25% restocking charge applies, and you pay for the return or drop the boxes at our Watford warehouse. Pallet collection is charged at cost and quoted at the time. Surplus special order tiles are accepted only if our supplier takes them back, on the supplier’s terms.
Faulty, damaged or wrong goods (all orders)
This does not affect your legal rights. Please check your delivery when it arrives and note any visible damage on the driver’s paperwork. Then email quotes@totallookdesign.com with your order number and a photo, ideally within 48 hours, so we can send replacements quickly. Faulty, damaged or wrong goods are replaced, repaired or refunded, and we cover the return. Please check tiles for shade and quality before fitting, because we can’t accept claims about appearance once tiles are fixed.
Cancellation form (optional)
To Total Look Tiles Ltd, 1e Sandown Road Industrial Estate, Watford, WD24 7UB, quotes@totallookdesign.com:
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: ____________
Ordered on ________ / received on ________
Name: ________
Address: ________
Signature (only if sent on paper): ________
Date: ________
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