Returns
Returns Policy
We want you to be fully satisfied with your purchase from NSG Tiles Ltd. Because tiles are heavy, fragile, and often produced in batches, our returns policy is structured to ensure safe handling and quality control.
1. Eligibility for Returns
You may return eligible goods within 5 days of the delivery date or in-store purchase date (whichever is later).
To be eligible for a return:
• Goods must be unused, unopened, and in their original condition.
• Goods must be returned to our warehouse for inspection.
• Batch labels and packaging must remain intact.
Installed tiles cannot be returned under any circumstances.
2. Restocking Fee
A 20% restocking fee applies to all returns.
This covers handling, inspection, and batch reintegration costs.
3. Returning Goods
Returns can be made in one of the following ways:
3.1 Return to Warehouse (Recommended)
You may return goods directly to our warehouse within 5 days.
No collection fee applies.
3.2 Requesting a Collection
If you require us to collect returned goods:
• A collection fee will be charged.
• Additional labour fees may apply.
The Buyer is responsible for ensuring the goods are palletised and safely accessible for collection.
4. Refunds
Once returned goods have been inspected and confirmed in original condition:
• Refunds will be issued to your original payment method.
• Refunds will exclude restocking fees and any collection fees.
• Refunds typically take 5–10 working days to process.
5. Damaged or Incorrect Goods
We aim to resolve issues quickly and fairly.
If your order arrives damaged or incorrect:
1. You must note the damage on the delivery note at the time of delivery.
2. The delivery note must be marked “DAMAGED”.
3. Provide photographic evidence within 24 hours.
We can only replace damaged goods if the damage exceeds 5% of the total order quantity.
We will aim to resolve incorrect deliveries within 7 working days where possible.
6. Non-Returnable Items
The following items cannot be returned:
• Goods that have been installed, cut, or modified
• Goods returned after 5 days
• Goods not in their original condition
• Special orders or custom-ordered products
7. Exchanges
We do not offer direct exchanges.
You may return eligible products (subject to the return policy above) and place a new order for the desired items.
8. Cancellations
Orders may be cancelled before dispatch.
If your order has already left the warehouse, it will be treated as a return and subject to the restocking/collection fees stated above.
9. Contact Us
For help with returns, damaged goods, or any questions:
📧 info@nsgtiles.com
📞 020 8882 4000
📍 NSG Tiles Ltd, 27 Station Parade, Cockfosters Road, Barnet, EN4 0DW