Refund Policy
- This policy sets out the returns policy for goods or services purchased through the online store operated by HYDRA TILES LTD.
- To be eligible for a return, your item must be unused and in the same condition that you received it, and it must be in the original packaging. Your items may be chargeable for up to 25% restocking charge if they are not stocked at the point of purchasing.
- In the unlikely event of your order arriving in an unacceptable or incomplete state mainly including damages to your tiles, we at HYDRA Tiles will require photographic evidence showing the exact cause for concern (i.e.) the fault, must be emailed to info@hydratiles.net along with your order reference number and your name and address. We will adhere to respond immediately to any such problem and once HYDRA Tiles have received such evidence we will adhere to replace the product quantity or issue a refund dependent on the preference of the customer.
- Please be aware that your order will be delivered by courier, please ensure you fully check your order before you sign for the delivery as by signing you are accepting that the tiles/order are in a fit and acceptable manner. If you notice damage to your order please write clearly the quantity affected on the delivery sheet along with your signature. Failure to do so may effect your ability to claim a refund.
- Refunds for damaged tiles are issued based on the above photographic evidence and at a price per damaged tile, not for a complete m2.
- Under the Consumer Protection (Distance Selling) Regulations 2000, if you change your mind about a purchase you have made within 7 working days after the date of delivery you are entitled to a full refund of the original purchase price for the goods or services you wish to return, and the original postage and packaging charges made. You will not be entitled to a refund of the cost you incur in returning the item to us.
- Our standard returns policy entitles you to a full refund of the purchase price and postage and packaging charges if you change your mind (i.e. the goods or services provided are not faulty or were not described properly) within 7 working days.
- If the item you purchased was faulty or did not work properly, or you think the item was not as described in the item description, please contact us first before requesting a refund as we may be able to resolve your problem to your satisfaction.
- Where you would like to return a physical product you have purchased, please contact us to let us know that you will be returning the item.
- Once your return is received and inspected we'll contact you to let you know whether your refund will be processed or not, and credit your original method of payment, within a certain amount of days, minus our 25% restocking charge if this applies.
- If you haven't received a refund yet where we have told you we have issued one, please check your bank account or card statement to make sure it hasn't been received and then contact your bank as some banks or card companies take a number of days to credit your account.
- If an item you purchased was purchased with a discount voucher, then we will only refund the amount that you paid (and not the amount the item was listed for).
- If an item you purchased was in a sale then it may not be eligible for a refund if you have changed your mind. If you are in any doubt please contact us before making the purchase.
