Cancellation and Returns Policy

ADDITIONAL CONDITIONS APPLICABLE TO ALL CANCELLATIONS, RETURNS, AND REFUNDS (Consumer, Trader, Online, In store)
1. Your rights to cancel or return products as detailed in paragraphs 1 – 5 below do not apply to any products, including samples, that have been:
  1. made, cut or otherwise altered by us at your request or to meet your specific requirements; or
  2. cut, used, or had adhesive or other chemicals applied or been fixed to a substrate (for example a wall or floor); except where the product is defective (see paragraph 5).
2. The product prices and delivery charges in force when you place an order or make a purchase still apply even if you later cancel the order or return the product and the price has changed.
3. If you return products purchased as part of a discount promotion, we will refund the price you actually paid (not the full price).
4. If you return products purchased as part of a free products promotion (for example. buy five and get the sixth free), or which entitled you to a free gift, you must return the free products and/or free gift as well as the products you paid for.
5. If you return products for which you received Rewards+ points, the points will be deducted from your Rewards+ points account.
6. Products purchased using credit cannot be exchanged but can be refunded
CANCELLATION BEFORE DISPATCH (Consumer, Trader, Online, In store)
1. Subject to paragraph 1, you can cancel a Purchase Contract at any time before products are dispatched from a Topps Tiles store or warehouse. The easiest way to do this is to visit our Refund Request Form, or you can contact us. We will contact you to arrange a suitable time for collection. This is in addition to your statutory right to cancel – see paragraph 3.
2. We reserve the right to cancel any duplicate free sample orders.
14 DAY CANCELLATION RIGHTS (Consumer, Online)
1. For Consumers, subject to paragraph 1, if you buy products through our website or via phone or email, you have a legal right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel a Purchase Contract. This legal right starts when we accept an order, which is when the Purchase Contract between us is made. It ends 14 days after:
  1. the day you receive the products you ordered, or
  2. if the products are delivered in instalments, the day after you receive the last instalment.
2. This means that, up until the end of the 14-day period, if you change your mind or decide for any other reason that you do not want to receive or keep the products you ordered, you can tell us, cancel the Purchase Contract, return the products (if received) and receive a refund. Advice about your legal right to cancel the Purchase Contract is available from your local Citizens' Advice Bureau or Trading Standards office.
3. This right to cancel does not apply to Traders, nor to purchases made instore.
4. Unless the cancellation is due to products being faulty or not as described, you will be responsible for the cost of returning the products to us. If the Product is one that cannot be returned by post, we estimate that if you use the carrier that delivered the Product to you, these costs should not exceed the sums we charged you for delivery. If we have offered to collect the Product from you, we will charge you the direct cost to us of collection.
5. For Consumers, we have a legal duty to supply products that are in conformity with Our Terms of Business. As a consumer, you have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by your right of cancellation or anything else in Our Terms of Business. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.
30 DAYS RETURN (Consumer, Trader, Online, In store)
1. Subject to paragraph 1, you can return some products to us within 30 days of receiving them, for a full refund (excluding delivery charges). All products can be returned within 30 days, with the exception of powdered adhesive and levelling compound which due to the nature of the product needs to be returned within 7 days in a sellable condition. This is addition to your statutory rights, for example your 14-day cancellation rights, as applicable.
2. Products must be unused and in their original packaging. Only full boxes of the same tiles will be accepted (excluding paid for samples). Returns will be accepted at any Topps Tiles store, as long as you have the receipt as proof of purchase. The refund will be processed via the original method of payment. We aim to process refunds within 10 working days.
3. Any free gifts or free products comprising of an offer (for example buy five and get the sixth free) must also be returned. We may exclude this right of return from some promotions; if we do, we will say in the written details of the promotion.
DEFECTIVE PRODUCTS (Consumer, Trader, Online, In store)
1. We will repair, replace or refund the price paid for any defective product, as long as:
  1. it has not been damaged, or made defective, after you received it; and
  2. you return the product to a Topps Tiles store within 12 months of the day after you received the product (or the last installment if delivered in installments), together with your receipt as proof of purchase; we aim to process refunds within 10 working days.This is addition to your statutory rights, for example your 14-day cancellation rights, as applicable.
2. Where we provide a replacement, we will use our standard delivery service, at no cost to you, delivering to one of our stores or to your address.
3. This is addition to your statutory rights, for example your 14-day cancellation rights, as applicable.

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Cancellation and Returns Policy