Refund and Returns Policy — Unique Tiles Ltd

At Unique Tiles, we manufacture every tile to order in our Somerset facility. This means our refund and returns policy works differently from standard retail.

Below you’ll find clear information on what happens if your tiles arrive damaged, if we make an error, and how we handle the natural colour variation that comes with handcrafted ceramic production. Please read this policy in full before placing your order.

Made to Order

Every tile we produce is made specifically for you, custom printed, kiln fired, and built to your exact specification. Because of this, we’re unable to accept returns or offer refunds on completed orders.

This is standard practice across the custom manufacturing industry. Once your design enters production, the tiles cannot be resold or reused. Every order is unique to the customer who commissioned it.

We strongly encourage you to order a sample tile before placing a full order. A sample lets you check colour accuracy, finish, surface texture, and overall quality before you commit to a larger order. Samples are inexpensive and dispatched quickly.

Colour Accuracy & Natural Variation

Our tiles are handcrafted and kiln fired. This means slight colour variation between batches — and even between individual tiles within the same order is a natural characteristic of the process, not a defect.

Several factors contribute to this:

Kiln firing temperatures and atmosphere affect how pigments develop.
Glaze application is done by hand, creating subtle variations tile to tile.
Ceramic materials respond differently across firing cycles.
Production batches months apart may show slight tonal shifts.

Screen calibration also affects how colours appear on your device. Monitors, phones, and tablets all display colour differently, and what you see on screen will not perfectly match the finished tile. For this reason, we strongly recommend ordering a sample tile first. The physical sample is the most accurate representation of the final colour and finish you’ll receive.

Colour variation inherent to the handcrafted process is not grounds for a return or refund. If you have concerns about colour matching for a large installation, or you’re ordering in multiple stages, please contact us before placing your order so we can advise on the best approach.

Damaged in Transit

If your tiles arrive damaged, we’ll remake them at no cost to you.

To process a claim, please follow these steps:

Inspect your delivery carefully before signing for it.
Note any visible damage with the courier at the point of delivery.
Email us at [email protected] within 48 hours of delivery.
Include clear photos of the damaged tiles and the outer packaging.

We’ll confirm receipt of your claim and begin remaking your order immediately. Replacement tiles are produced as a priority and dispatched as soon as they’re kiln fired and packed.

Please keep the damaged tiles and packaging until your claim is resolved, in case the courier requires inspection.

Order Errors

If we’ve made an error, wrong design, wrong size, wrong quantity, or a production fault, we’ll remake and reship at our cost.

Please contact us within 7 days of delivery so we can review and resolve the issue quickly. Include photos and your order reference number to speed things up.

Cancellations

Orders can be cancelled within 24 hours of placement, before production begins. After 24 hours, your order is in production and cannot be cancelled or refunded.

If you need to change your design or specification after ordering, contact us immediately. If production hasn’t started, we’ll do our best to accommodate the change.

Need Help?

We’re here to help with any questions about your order, our process, or this policy.

Email: [email protected] Phone: +44 1460 771 72 Address: 4 Manor Buildings, New Street, North Perrott, Crewkerne, Somerset, TA18 7ST

We aim to respond to all enquiries within one working day.

For more details, please refer to our comprehensive Privacy Policy.

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