Returns And Exchanges

1. Your Statutory Rights

Nothing in this policy removes or restricts your statutory rights as a consumer under the Consumer Rights Act 2015 or any other applicable UK legislation. If you are a business customer (trade or wholesale), consumer statutory rights do not apply and your rights are governed solely by these terms and any separate trade agreement in place between us.

2. Returns Window

We accept return requests from all customers — retail, trade, and wholesale — within 30 days of the date of delivery or collection. Return requests made outside 30 days will not be accepted under any circumstances, except where goods are proven to be faulty and your statutory rights apply.

3. Conditions for Return — All Customers

All returns, regardless of customer type, are subject to the following conditions without exception:

• Tiles must be unused, uninstalled, and in their original manufacturer’s packaging.
• All boxes must be complete, undamaged, clean, dry, and in a fully resalable condition.
• Individual tiles must be free from chips, cracks, marks, scratches, moisture damage, and any sign of use or installation.
• All boxes will be inspected by our team upon return. Any box or tile found to be damaged, incomplete, or not in a resalable condition will be rejected and returned to you, or the value deducted from your refund at our discretion.
• We reserve the right to reject a return in full if the majority of returned goods are found to be non-resalable.
• Tiles that have been installed, cut, drilled, modified, or treated in any way whatsoever cannot be returned under any circumstances. No exceptions will be made.
• Special orders, bespoke or indent orders, and items purchased at a sale or clearance price are non-returnable and non-refundable.

4. Change of Mind Returns

Change of mind returns are accepted within 30 days subject to conditions, but the customer is responsible for all associated costs.

If you wish to return goods because you have changed your mind, ordered incorrectly, or no longer require them, the following applies:

• You must contact us within 30 days of delivery to request authorisation. Unauthorised returns will be refused and returned to you at your cost.
• You are responsible for the full cost of returning the goods to our warehouse at Unit 1 Scotch Park Trading Estate, Forge Lane, Leeds, LS12 2PY. Tiles must be returned securely packaged on a pallet via a courier service capable of handling heavy/fragile goods.
• The original outbound delivery charge is non-refundable in all change of mind return scenarios.
• A restocking fee of 25% of the net goods value will be deducted from your refund to cover handling, re-inspection, re-palletising, and administration.
• Where goods were delivered to you free of charge as part of a promotional offer, the standard outbound delivery cost will be calculated and deducted from your refund in addition to the 25% restocking fee.
• Refunds will only be issued after full inspection of returned goods and confirmation that they meet our returns conditions. We reserve the right to reduce the refund further if goods are found to be in a diminished condition.

5. Faulty or Defective Goods

In the unlikely event that goods are alleged to be faulty or defective, the following applies:

• You must inspect all tiles thoroughly before installation. No claim for faulty, defective, incorrect, or unsuitable goods will be considered once any tiles have been installed, fixed, cut, drilled, treated, or otherwise used. Installation constitutes acceptance of the goods.
• Natural and inherent variation in colour, shade, tone, texture, veining, pattern, print, and surface finish is a normal characteristic of ceramic, porcelain, and natural stone products. Such variation is not a defect and does not constitute grounds for return, refund, or exchange.
• Samples are supplied for general reference only. They are intended to provide an indication of the product’s general colour, finish, and style, but they do not represent every tile in a production run. Actual delivered goods may vary from the sample due to normal batch variation and the natural characteristics of the material. This shall not constitute a defect, fault, misdescription, or valid ground for return, refund, or exchange.
• Batch-to-batch variation is normal and expected in the tile industry. It is the customer’s responsibility to order sufficient quantity from the same batch where consistency is important and to check batch numbers, shade, and suitability before and during installation.
• Any advice, recommendation, comment, or opinion provided by us — whether in person, by telephone, by email, by WhatsApp, in our showroom, or on our website — is given for general guidance only. It remains the customer’s responsibility to satisfy themselves that the product selected is suitable for their intended use, site conditions, lighting conditions, design preference, and project requirements. Such guidance does not create a guarantee, representation, or contractual promise and cannot be relied upon as grounds for return, refund, rejection, or complaint unless the goods are proven to be faulty under applicable law.
• Product names shown on our website, quotations, invoices, brochures, marketing materials, or in our showroom may differ from the names, codes, labels, or descriptions used by the factory or manufacturer on packaging or boxes. Manufacturers often use their own internal references, while we may use our own naming for consistency across our sales channels. A difference in naming alone does not mean that the wrong goods have been supplied and shall not constitute a defect, fault, misdescription, or valid ground for return, refund, exchange, or claim, provided the goods supplied are the correct product ordered.
• Where a genuine manufacturing defect is identified before installation, you must notify us within 30 days of delivery and provide clear photographic evidence. We will assess the claim and, where appropriate, offer a remedy in accordance with your legal rights and our policy, which may include repair, replacement, or refund.
• We do not accept liability for defects, damage, shade concerns, or performance issues arising from incorrect installation, poor workmanship, inappropriate use, unsuitable surface preparation, site conditions, lighting differences, failure to inspect before installation, or failure to follow manufacturer’s guidance.

6. Exchanges

We are happy to facilitate exchanges for unused goods subject to the conditions in Section 3 above and stock availability. The 25% restocking fee will apply to the returned goods. Any price difference between the returned and replacement goods will be charged or credited accordingly. Delivery charges for the exchange order will apply at standard rates.

7. Return Procedure

All returns must follow this procedure. Returns received without prior authorisation will be refused and returned to you at your cost.

• Contact us by email at sales@widewingstiles.co.uk or by telephone on 0113 390 8800 stating your order details, reason for return, and number of boxes.
• We will issue a Return Authorisation (RA) number if your return is approved. Clearly write this on the outside of all returned packages.
• Arrange return delivery to Unit 1 Scotch Park Trading Estate, Forge Lane, Leeds, LS12 2PY. All return costs are your responsibility unless goods are confirmed faulty.
• Ensure all goods are securely packaged. We accept no liability for transit damage on returned goods caused by inadequate packaging.
• Upon receipt we will inspect all goods within 5 working days and notify you of the outcome.
• Approved refunds will be processed within 14 days of inspection completion.

8. Refunds

Refund Method

BACS bank transfer to original payment account only. We do not issue cash or cheque refunds.

Refund Timing

Within 14 days of inspection and approval of returned goods.

Deductions

25% restocking fee + original delivery charge (if applicable) + return transport cost where applicable.

Notification

You will be notified by email once your refund has been processed and an estimated bank receipt date provided.

Rejected Returns

Rejected goods will be held for 14 days. If not collected within this period they may be disposed of.

9. Contact Us

If you need help before arranging a return or want to discuss whether your goods are eligible, contact our team using the details below.