Refund policy

Please read before ordering

Due to the specialist nature of ceramic, porcelain, and natural stone tiles, our returns policy is more restrictive than standard retail. We strongly recommend ordering a sample before committing to a full order.

Shade variation

Shade variation is an inherent characteristic of tiles and is not a manufacturing defect. No guarantee can be given against crazing or shade variation between different batches. Please check your tiles carefully for quality, shade, and quantity before installation. Once tiles have been fixed, we are unable to accept any responsibility for shade variation or quality issues.

Colours and finishes may also appear differently on screen depending on your device and settings. We recommend ordering a sample to confirm colour and finish before placing a full order.

Samples

We offer free 10cm x 10cm tile samples which can be sent directly to your address. To request a sample, please contact us at orders@athenaluxurytiles.co.uk with the product name and your delivery address.

Cancellations

Once an order has been confirmed and placed with our supplier, cancellations cannot be accepted. If you need to amend or cancel an order, please contact us as soon as possible before confirmation is given.

Returns

We do not accept returns as standard. Returns will only be considered where all of the following conditions are met:

• The return is requested within 4 weeks of delivery
• The goods are in perfect, unused condition in their original packaging
• The same shade and product is still available from our supplier at the time of return
• An order reference number is provided

All accepted returns are subject to a 20% restocking charge.

The following items cannot be returned under any circumstances:

• Discontinued products
• Special order items
• Any tiles that have been cut, fixed, or installed

To request a return, please contact us at orders@athenaluxurytiles.co.uk before sending any goods back. Do not return items without prior written agreement from us.

Faulty or incorrectly supplied goods

If goods arrive damaged, faulty, or not as described, you must notify us within 24 hours of delivery. Please contact us at orders@athenaluxurytiles.co.uk with the following:

• Your order reference number
• A description of the issue
• Photographs clearly showing the damage or fault

Where a valid claim is confirmed, we will arrange a replacement or issue a credit at our discretion. We will not be liable for any installation costs or consequential losses arising from faulty or damaged tiles. Please inspect all tiles before installation.

Shortages

Any shortage must be reported within 24 hours of delivery. Please retain all original packaging until your order has been fully checked.