Genesis STRATO Decoupling Membrane 30 Roll - Pallet (6 Rolls)

Consumer- Faulty, Damaged or Incorrect Goods

It is our responsibility to ensure that all goods are of a satisfactory quality, fit for purpose and as described on our website. If, for any reason, products do not comply with this, for example, are faulty, then you have the right to a full refund within 30 calendar days of receiving your goods.

Please contact us within 48 hours of receiving your goods to make us aware of any discrepancies with the goods that you have ordered. This will allow us time to remedy the situation or to replace any faulty/damaged goods.

Returned faulty goods will be tested upon their return to us to find out the cause of the defect. Where possible, a replacement will be sent to you. If a replacement is unavailable, then we will offer you an alternative product, if available, or issue a full refund using the same payment method that you used when ordering the Goods (unless you specifically request a different method). Within 14 days of finalising the return and checks, we will issue this refund.

Your refund will include the original delivery cost if we confirm that the item is faulty. However, if you return the item for any other reason, you will need to cover the return postage expenses.

Please note, if you are returning a hazardous item such as a product that contains a battery, you must declare this to the courier and label the package accordingly.

Consumer- Returning Goods if you Change Your Mind.

Returned items proven not to be faulty will be subject to a restocking charge of up to 25% of the product value. This will include payment fees, inspection of goods, and the restocking of products. The restocking charge can vary depending on product size and complexity.

Should you decide to change your mind about the Goods you ordered, you can return them to us within 30 calendar days. The customer is required to cover the return delivery charges for the goods. Postage charges for faulty items will be refunded by Tiles and Trims. The customer is responsible for the full delivery charge in the case of any other reason, including a change of mind.

In the event of a customer returning a product based on a change of mind, then it is essential that goods are returned unused, undamaged and in their original condition. Any refunds issued may take up to 14 days to process. 

Business to Business Returns

Please note, if you are a business and wish to return your Goods, we review each return request on a case by case basis.

On delivery, if you are not satisfied with the Goods that you have received and wish to return them to us then you may do so provided:

1. You inform Tiles and Trims of your wish to return the goods within 48 hours of delivery. We also request that you provide a reason for the return.
2. The Goods remain unused and in their original condition.
3. The Goods are returned at your own risk, and you agree to pay for delivery back to us.

When goods are returned to us, we will inspect them for any faults. If a product is deemed to be faulty, we may refund the cost of delivery at our discretion.

We may offer you a credit or refund at our discretion. This will be issued to you once we receive the original product back and inspected it for any faults. Any refunds issued may take up to 14 days to process. 

We aim to get all orders placed before 2pm shipped on a next day service. This ultimately depends on the physical size and weight of your order. Some of the larger sized items need to be shipped on an economy service which takes longer, we will contact you to confirm an estimated delivery date proir to despatch.

Some items are shipped directly from the manufacturer and therefore delivery will take longer, please see the message below.