Our returns policy for INTEGRA Prima products and sales. Site installation work is covered separately by your project contract.
1. 30 day return window
We offer an additional 30 day change-of-mind return window for unused INTEGRA Prima products. This is in addition to your statutory rights, including the online cancellation rights explained below.
Opening the packaging to check a product against your drawings is fine. Items need to be unused, complete and in a condition we can resell. Please return them in their original packaging where you still have it.
2. Installed items
Installed products are excluded from our additional change-of-mind returns policy. Our units are designed to be built into a wall and tiled around, and that process cannot be reversed without damaging the unit. This does not restrict your statutory rights, including the online cancellation rights in section 8.
Check the face size and the wall depth you have available before anything is fitted. If you are unsure, send us your drawings and we will confirm what will go in. This does not affect your statutory rights where a product is faulty.
3. How to return
Email hello@tileinprogress.com with your order number. We will provide a Returns Authorisation number (RA) and return instructions. Your RA is valid for 14 days from the date we issue it. This administrative process does not restrict your statutory cancellation or faulty-goods rights.
Returns address: Tile In Progress Ltd, Lancaster House, Borough Road, TW7 5FJ, United Kingdom.
For change-of-mind returns you are responsible for arranging and paying the return postage. We do not provide a free prepaid label for these returns. We recommend a tracked service and keeping proof of posting. Under our additional 30-day policy, goods remain your responsibility until they reach us and we cannot refund an item that does not arrive. For statutory online cancellations, the refund deadlines in section 8 apply, including where you supply evidence of sending the goods back.
This does not apply where the goods are faulty, damaged or incorrect.
4. Faulty, damaged or incorrect items
If an item arrives damaged, faulty or incorrect, please contact us as soon as possible. Reporting visible delivery damage within 48 hours, with photographs where possible, helps us investigate, but this is not a deadline for exercising your statutory rights. We will arrange the appropriate replacement or refund and cover the reasonable return postage costs.
Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. If they are not, you have a short term right to reject them and claim a full refund within 30 days of delivery.
5. Refunds
Refunds are issued to the original payment method within 10 working days of receipt of the returned item, and within any applicable statutory deadline.
6. Warranty
Every INTEGRA Prima product is covered by a 10 year warranty against workmanship and material defects. Warranty claims do not require a return unless we request one. Your statutory rights are not affected.
7. Trade and project orders
Returns on trade and project quantities are handled individually rather than through the standard process above. Get in touch with your order number and we will agree the arrangement with you directly.
Where units have been issued to site, allocated to a wall build up or installed, please contact us to discuss the return. Installed items are subject to section 2. These arrangements do not restrict a consumer’s statutory rights.
8. Online cancellation rights
For most online purchases you can tell us you wish to cancel within 14 days of receiving the goods, then return them within a further 14 days. You may inspect goods as you would in a shop, and the condition requirements in our additional 30 day policy do not restrict this right. Where we have not offered to collect the goods, we will refund you without undue delay and no later than 14 days after receiving the goods back or, if earlier, receiving evidence that you have sent them back. Where we have offered to collect the goods, we will refund you within 14 days of being told of your cancellation.
If you cancel before your order has been dispatched, we refund the full amount including any delivery charge.
For a valid cancellation of your whole order we also refund the standard outbound delivery charge. Any extra charge for express delivery is not refundable. We may reduce a refund for loss in value caused by handling beyond what is necessary to inspect the goods. Nothing in this policy limits your statutory rights.
9. Delivery charges and arrangements
Outbound delivery options, charges and timeframes are set out on our Delivery page.
10. Contact and company details
Email hello@tileinprogress.com or use our Contact page.
Tile In Progress Ltd, Lancaster House, Borough Road, TW7 5FJ, United Kingdom.