Refund policy

Returns

You have the right to withdraw from the sales agreement without giving any reason within 30 days after receiving your order. You will receive a full refund if your item is returned unused and in its original condition. Please note that you are responsible for delivery charges when returning items (unless the item is damaged).

We can't offer you a refund or exchange after 30 days have passed. However, if you have spares or off-cuts, we are more than happy to recycle them free of charge or repurchase them from you at a reduced rate (depending on the quantity).

Learn more about our recycling scheme.

Refunds

We will contact you shortly after receiving the returned goods to notify you and confirm your return status. Once processed, a credit will automatically be applied to your credit card or original payment method. Unfortunately, this credit cannot be applied to any other payment method other than the one used to place your order.

Exchanges

If you'd like to change the colour of your tiles within 30 days of receiving them, we are more than happy to assist (providing the tiles are unused and in their original condition). You will be responsible for the collection and redelivery charges.

The terms of your manufacturers gauruntee apply to damaged or deffective items. Please email info@gftcompany.com with photographs and a detailed explanation of your damaged items, and we'll get back to you as soon as possible with a solution.

Shipping Charges 

You will be responsible for the shipping costs for returning any items. Shipping costs are non-refundable.

In most cases, the cost of return shipping will be deducted from your refund, and we will arrange collection from your original delivery address. You'll need to securely package your item/s ready for collection, preferably in its original packaging.

Returning Individual Items Brought As Part of a Bundle

Each bundle is a singular pre-packaged product and includes a quantity-based saving. The bundles come with free items such as extra tiles and ramps as part of the deal. Your statutory consumer rights allow you to return the whole bundle or cancel your order in total, but we cannot accept returns of only part of your order.

If you do not wish to keep extra tiles or ramps, we can help you dispose of them responsibly through our free recycling scheme. 

Alternatively, you could keep extra tiles as spares or use them to spruce up another area around the house, like a shed or a utility room.

Defective or Damaged Products

A different returns and refund policy applies to items that arrive defective or not as described. Please contact us via info@gftcompany.com or call our team on 01582 310 705 with your order number to resolve.

Your lifetime product guarantee covers manufacturing defects, e.g. an issue with the production of the product that causes it not to perform as expected. Please note that our manufacturing guarantee does not cover surface damage like scratches, stains and scuffs, nor does it cover products that were not installed according to our installation guidelines. If you think that your tiles are not performing as expected, please email info@gftcompany.com and we'll do everything we can to help.