Refund policy

Hassle-Free Returns With Direct Tile Warehouse

This page explains how to return tiles, what to do if something arrives damaged, and how our 14-day cancellation period works.

Changed your mind? No problem.

You have 14 days from the day your tiles are delivered to decide whether you’d like to return them.

✔ What can be returned

  • Tiles must be in their original, unopened boxes

  • Products must be in a re-saleable condition

  • Returns must be received back within 28 days of delivery

✔ What you need to do

  1. Let us know you’d like to cancel your order by emailing info@directtilewarehouse.com within 14 days.

  2. Arrange for the tiles to be returned to our Swansea branch (address below).

  3. Once we receive and inspect your tiles, we’ll process your refund as quickly as possible — usually within 7–10 working days.

✔ Refunds

  • We’ll refund the full product amount plus your original delivery charge.

  • You will need to cover the cost of sending the tiles back, unless they are damaged or mis-described.

  • Refunds are issued to your original payment method.

Damaged, faulty or incorrect tiles?

We’re really sorry if your order hasn’t arrived in perfect condition.

Please contact us within 48 hours of delivery so we can put things right.

Email: info@directtilewarehouse.com
Phone: 01792 773015

Depending on your preference, we can:

  • Replace the damaged or incorrect tiles

  • Supply missing quantities

  • Or offer a refund

Please keep all packaging until the issue is resolved.

Returns - Broken tile heart

Before fixing your tiles

Once a tile is installed, it can’t be returned. So please:

  • Check the shade, finish and size match your expectations

  • Check batch numbers if you are mixing boxes

  • Inspect everything carefully before any work begins

Tile shades and sizes can vary naturally between batches, so it’s important to check everything before installation.

Special order items

Some tiles are ordered specially from our manufacturers for your individual project. These items:

  • Usually show “WEB” in the product code

  • Take around 3–4 weeks to arrive

  • Cannot be returned, unless faulty

If you’re unsure whether your order is a special order, just ask — we’re happy to help.

Where to send returns

Direct Tile Warehouse
Phoenix Way
Swansea Enterprise Park
Swansea
SA7 9EH

Please include your order number and contact details in the return.