Refund policy
Last updated: March 2026
This Refund Policy explains when you are entitled to a refund, how refunds are processed, and what to do if you need to return an item. For full details of your cancellation rights and our returns process, please refer to our Returns Policy.
For any refund or returns query, please contact us:
| sales@homeofclay.co.uk | |
| Phone | 01782 617517 |
1. Your Right to a Refund
You may be entitled to a refund in the following circumstances:
- You cancel your order within the 14-day cooling-off period and return the goods within a further 14 days
- The item you received is faulty, damaged, or not as described
- We are unable to fulfil your order
2. How Refunds Are Processed
Once we have received your returned goods and confirmed they meet the required conditions, we will process your refund within 14 days.
Refunds are always issued to the original payment method used at the time of purchase. We are unable to refund to a different card or account.
Where an order was placed using a discount code, your refund will be limited to the amount you actually paid after the discount was applied.
3. Delivery Charge Refunds
If you cancel within the 14-day cooling-off period, we will refund the standard outbound delivery charge you paid. If you selected an upgraded delivery option, we will only refund the equivalent standard delivery rate -- the difference is non-refundable.
Return postage costs are not refunded for change-of-mind returns -- these remain your responsibility.
4. Partial Refunds
We reserve the right to issue a partial refund if returned goods show signs of use, damage, or handling beyond what is necessary to assess the nature and characteristics of the item. We will not deduct any restocking or administration fee.
5. Faulty or Damaged Items
If your item arrives faulty, damaged, or not as described, you are entitled to a remedy under the Consumer Rights Act 2015 as follows:
Within the first 30 days:
You are entitled to a full refund. We will cover return postage.
Within 6 months of purchase:
We will offer a repair, replacement, or refund. If the fault cannot be repaired or the replacement is unsuccessful, you are entitled to a full refund. We will cover return postage.
Between 6 months and 6 years:
You may still be entitled to a repair, replacement, or partial refund if you can demonstrate the item was faulty at the time of purchase.
Please contact us at sales@homeofclay.co.uk as soon as you discover a fault. Do not return a faulty item before contacting us, so we can arrange the most appropriate return method.
6. Non-Refundable Products
The following products are non-refundable for change-of-mind reasons, as they are made to order, personalised, or specially sourced to your requirements:
- Bespoke and made-to-order tiles
- All imported tiles
- Special order imported tiles
- Cut-to-size stone and tiles
7. Refund Summary
| Scenario | Refund | Delivery Refunded? |
|---|---|---|
| Change of mind, within 14 days | Full refund of item price | Standard rate only |
| Change of mind, after 14 days | At our discretion | No |
| Faulty / incorrectly supplied (0–30 days) | Full refund | Yes, in full |
| Faulty / incorrectly supplied (30 days–6 months) | Repair, replacement, or refund | Yes, in full |
| Faulty item (6 months–6 years) | Repair, replacement, or partial refund if fault proven | No |
| Exempt products (bespoke, imported, cut-to-size) | No refund unless faulty / not as described | No |
| Order placed with discount code | Amount paid after discount only | Standard rate only |
8. How to Request a Refund
- Email us at sales@homeofclay.co.uk with your order number and the reason for your refund request.
- We will confirm whether your request is approved and provide return instructions if applicable.
- Return the item securely using a tracked delivery service and retain your proof of postage.
- Once we receive and inspect the goods, your refund will be processed within 14 days to your original payment method.
Tile and Stone Boutique Ltd | 2/3 Borough Road, Newcastle-under-Lyme, ST5 1TJ | Tel: 01782 617517 | sales@homeofclay.co.uk | Reg. England & Wales 08489720 | VAT 162624419