Refund policy
Returns & Refunds Policy
Tactile Tiles Ltd — Last updated: May 2026
Our commitment
We make every tile to order and take quality seriously. If something isn’t right, we want to know — and we’ll always work with you to put it right.
Standard items — your right to return
If you’re not satisfied with a standard item, you may request a return within 14 days of receiving your order.
A standard item is any tile or product ordered:
• In a size from our standard size range
• Using an existing symbol from our catalogue
• Without a bespoke or learner-specific symbol design
To be eligible for a return, items must be:
• Unused and in their original condition
• Returned within 14 days of your return request being approved
To start a return, contact us at hello@tactiletiles.com with your order number and reason for return. Please do not send items back before we’ve confirmed your return — we can’t process unrequested returns.
Return postage is the customer’s responsibility. We recommend using a tracked service as we can’t accept liability for items lost in transit on the way back to us.
Once we receive and inspect the returned item, we’ll process your refund to your original payment method within 5–10 working days.
Custom and bespoke items — non-returnable
We are unable to accept returns on:
• Tiles with a custom or bespoke symbol design — any symbol designed specifically for your order that does not exist in our standard catalogue
• Tiles ordered in a non-standard size — any size specified by the customer outside our standard size range
These items are made entirely to your specification and cannot be resold or reused. This exemption is permitted under the Consumer Contracts Regulations 2013, which excludes goods that are made to a consumer’s specification or clearly personalised.
If you’re unsure whether your order qualifies as custom before placing it, please contact us and we’ll clarify.
Faulty, damaged, or incorrectly printed items
If your order arrives damaged, with a significant print defect, or doesn’t match what you ordered, please contact us within 14 days of delivery with:
• Your order number
• A description of the issue
• A photo showing the fault or damage
We review each case individually. Depending on the nature of the fault, we will offer a replacement, partial refund, or full refund at our discretion. We cover all costs for returning or replacing faulty items — you will never be asked to pay postage on something that arrived incorrectly or damaged.
This applies to both standard and custom items. A custom tile that arrives with a print error or structural defect is still a faulty product and will be treated as such.
Your statutory rights
Nothing in this policy affects your statutory rights under UK consumer law, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. If you believe your consumer rights have not been met, you can seek advice from the Citizens Advice consumer helpline or Trading Standards.
Contact
Email: hello@tactiletiles.com
Response time: Within 2 working days
Address: 8 York Drive, Winsford, Cheshire, CW7 1PR