Returns & Refunds Policy – Tactile Tiles Ltd

We want you to be happy with your purchase. Please read our returns and refunds policy carefully before ordering.

Digital Products (STL Files)

• STL file purchases are non-refundable once downloaded.
• By purchasing a digital file, you agree that your right to cancel ends when the download begins.
• This protects our designs and prevents unauthorised copying.

Printed Tile Sets

• Standard printed sets may be returned within 14 days of delivery if unused and in their original packaging.
• Customers are responsible for return postage costs unless the item is faulty or incorrect.
• Once returned and inspected, a refund will be processed to your original payment method.

Custom Tiles and Custom Orders

• Custom tiles, personalised sets, or bespoke designs are non-refundable unless they arrive damaged or faulty.
• This is because they are made to order and cannot be resold.

Faulty or Damaged Items

• If your order arrives damaged or faulty, please contact us within 7 days of delivery with photos of the issue.
• We will offer a replacement or a full refund, including postage.

How to Arrange a Return

1. Email us at tactiletilesmatt@gmail.com with your order number and reason for return.
2. We will confirm return instructions.
3. Post items back to us within 14 days of approval.
4. Refunds will be processed within 7 working days of receiving the returned item.

Exchanges

At our discretion, we may offer an exchange instead of a refund if this better suits your needs (e.g., swapping a set).