Return And Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unopened and complete.

To start a return, you can contact us at sales@brick-slips.uk.

If your return is accepted, we will provide you with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Returns must be sent to us via pallet courier. Due to the fragile nature of our goods, any items sent with parcel courier will likely be damaged. In addition as our products fall under the category “ceramics” parcel couriers generally mark these items as exempt from insurance.

Please only send via pallet any damaged returns received can not be re-sold or re-used we will hold them for a period of 7 days and then dispose of them.

Goods must be returned intact without any damages, if any items in any box are damaged we will be unable to accept a return or refund the goods.

Any damages that we have not been made aware of with images and written evidence before you send the goods will be exempt from a refund.

When cancelling an order, if it is after 6 working days you will be charged the original delivery fee plus a return pallet charge.

Accessories including bagged adhesive and mortar with exposed dates are not refundable as these are consumables.

You can always contact us for any return question at sales@brick-slips.uk

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If not advised within 24 hours of delivery we can not replace or refund the items, any items that have been used, half boxes or products with material on them such as mortar, primer or adhesive can not be refunded.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items, installed items nor, do we refund the delivery charges paid

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. This will depend on the product arriving to us in the same state it was delivered, without the tape removed or replaced and the goods are as sold. If approved, you’ll be automatically refunded on your original payment method within 10 business days minus your original delivery cost. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@brick-slips.uk.

Business Customers "by definition a business customer meets just one of the following requirements: ordering using a business email address, business billing address, business name, business bank account, business phone number. If an order is place as above by a business customer they have the right to cancel within 24 hours. After 24 hours have passed, order will enter in to production at this point we can not offer cancellation or a refund. Should you still wish to cancel, a charge of 70% of the total order value will be applied for the cost of materials, labour and recycling the stone. All customers including business customers have the opportunity to order a sample before ordering. By placing an order on our site, you accept these conditions of sale.