What is your Returns Policy?

We will refund any unwanted tiles up to 100 days after the date of delivery, however, this applies to online orders only! For in-store orders you can return unwanted tiles up to 30 days after the date of delivery or collection. Please email us with the order reference and the items you want to return.

The tiles will need to be a complete box of tiles unopened and in a resalable condition. Please use the packaging that they arrived in so they are not damaged on the return journey.

You can either arrange your own transport for returning the items or we can collect them and take the cost of the transport from your refund. Please note that we will not reimburse the costs associated with the delivery of or the return of the goods.

Once the goods have been returned to our warehouse we will email you a confirmation and process your refund. The refund will be processed within five working days following our receipt of the return. 

For further details, please see our Terms & Conditions or contact our Sales Team on 0141 882 3245.

Can I return a sample tile I ordered?

We regret that we cannot accept the return of sample tiles.

What is your refund policy on custom orders?

Custom orders are those where we have the items shipped directly from our suppliers in the UK, Italy or Spain. Due to the nature of such orders, there may be a couple of weeks lead time until you receive your order. This will be noted on the product page, please note that the lead time is merely an estimated time rather than an exact time.

Custom/Special orders are excluded from our Returns policy - except when the products arrived damaged or defective.

How do I return my tiles?

You should return goods using conventional haulage at your own expense, and should not use Express or Special Transportation services, unless specifically agreed with the company, in writing, prior to the goods being returned.

I can’t return the tiles myself. What happens now?

If you cannot arrange for the return of the goods, Crocatile can arrange for collection. We will deduct the collection costs from the refunded amount. Please liaise with our Sales team in regards to the cost of returning the goods. For further details please contact us on 0141 882 3245.

My tiles have arrived damaged or I've received the wrong tiles. What happens now?

If you have received damaged or the incorrect tiles then please contact us within 24 hours of delivery. We will either refund you or send replacements as quickly as possible.

Please note: We will ask for photographic evidence of the damaged/wrong tiles and in regards to the wrong items being received, we would request the items returned in their original condition before issuing a refund or replacement.

Can I cancel an order once it has been placed?

Yes, you can cancel your order once it has been placed. Please note, however, that delivery charges will apply if the order has already been dispatched. Your refund will only be approved once we receive the items back in their original condition - minus the delivery cost(s).

If the order hasn't yet been dispatched then we can cancel it without a cost being incurred.

Can I return individual leftover tiles?

We will only refund full boxes of tiles that we received back as long as the items are returned in their original condition within 100 days of the date of delivery [online only] or 30 days for in-store orders. The customer will be responsible for arranging the return of the goods to our Hillington depot.

Your refund will be processed within five working days following our receipt of the return.

The tiles are not what I expected, can I return them?

If you have ordered a tile sample(s), we will check to ensure you have had the correct order/tiles picked and sent to you. We may ask you for an image of the sample next to what has been delivered by us. This will help us to resolve the situation.

If samples have not been ordered, then Crocatile cannot be held responsible for any discrepancies between the tiles ordered and the images/products on screen. We will, however, accept the goods back for a refund - minus delivery costs. Please see our Terms and Conditions, and Returns Policy for more information.


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