Refund policy
Returns & Refunds Policy
Vivido Tiles (Vivido LTD)Last updated: July 2026
We want every purchase from Vivido Tiles to be exactly right. If something isn't, this policy explains how we handle returns, refunds, and damaged or faulty goods — clearly and fairly.
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1. Your Right to Cancel (Statutory Rights)
Under the UK Consumer Contracts Regulations 2013, you have the right to cancel most online orders within 14 days of receiving your goods, without giving a reason.
To exercise your right to cancel, you must notify us in writing within 14 days of delivery. Once you have notified us, you then have a further 14 days to return the goods to us.
Please note: tiles and flooring are specialist products, and our specific terms below apply alongside your statutory rights. -
Return EligibilityWe accept returns on the following conditions:
The return request is made within 14 days of the delivery date
Goods are in their original, unopened, and undamaged condition (see Section 4 below)
The goods are the correct items from your order
You have valid proof of purchase (order number or receipt)
We are unable to accept returns on:
Opened, cut, or laid tiles or flooring — once product has been installed or modified, it cannot be returned
Samples — tile and flooring samples are non-returnable
Custom or special-order items — products ordered specifically to your specification or sourced outside our standard range
Clearance or end-of-line stock sold as such at the time of purchase
Products damaged due to improper handling, storage, or installation by the customer or their contractor
3. Condition of Goods
All returned goods must be:
In their original, sealed packaging with no damage to boxes or wrapping
Free from dust, adhesive, grout, or any evidence of handling or attempted installation
Complete — all tiles or planks from the original box must be included; partial boxes cannot be accepted
We recommend storing goods carefully and inspecting packaging before opening. Once boxes are opened, we are unable to accept the return unless the product itself is faulty.
4. How to Initiate a Return
To start the returns process, please contact us before sending anything back:
Email: sales@vividotiles.co.ukPhone: 07900 404142 / 07478 608235 Website: www.vividotiles.co.uk
Please include the following in your message:
Your full name and order number
The product(s) you wish to return and the quantity
The reason for the return
Photographs of the goods in their current condition (if relevant)
We will respond within 1 working day to confirm whether your return is approved and to provide return instructions. Please do not send goods back without receiving confirmation from us first — unauthorised returns cannot be processed.
5. Return Shipping — Customer's Responsibility
All costs associated with returning goods are the responsibility of the customer. This includes:
Collection or courier fees
Packaging materials (goods must be securely re-packaged to prevent damage in transit)
Any insurance on the return shipment
We strongly recommend using a tracked and insured courier service. Vivido Tiles cannot be held responsible for goods lost or damaged during return transit. Any damage sustained on the return journey may affect your refund.
Return delivery details will be provided when your return is approved.
6. Restocking Charge
A 15% restocking charge will be applied to all approved returns. This charge covers the cost of inspection, re-cataloguing, and returning goods to stock.
The restocking fee is calculated on the original purchase price of the returned goods (excluding any original delivery charges) and will be deducted from your refund.
Example:If you paid £400 for your order, the restocking charge would be £60, and your refund would be £340.
7. Refund Process and Timeline
Once we receive your returned goods, we will inspect them within 3 working days. You will be notified of the outcome by email.
If the return is approved:
The restocking charge (15%) will be deducted from the refund
Original delivery charges are non-refundable
Your refund will be processed to your original payment method within 5–10 working days of inspection
Please note that your bank or card provider may take additional time to post the credit to your account.
If the returned goods do not meet the condition requirements set out in this policy (e.g. opened packaging, signs of handling), we reserve the right to reduce the refund amount or decline the return entirely. We will contact you to discuss options before taking any action.
8. Damaged or Faulty Goods
If your order arrives damaged in transit, or if you believe a product is faulty, please contact us within 48 hours of delivery so we can act quickly.
Email: sales@vividotiles.co.ukPhone: 07900 404142 / 07478 608235
Please provide:
Your order number
A clear description of the damage or fault
Photographs of the affected goods, including the packaging
We will assess your claim and, where damage or a manufacturing fault is confirmed, we will arrange a replacement, credit, or full refund at no cost to you. Return collection costs for confirmed faulty or damaged goods are covered by Vivido Tiles.
Important: We cannot accept damage claims raised more than 48 hours after delivery. We also recommend checking your delivery on arrival and noting any visible damage with the driver before signing.
9. Incorrect Items
If you receive an item that differs from what you ordered, please contact us within 48 hours of delivery. We will arrange collection of the incorrect goods and dispatch the correct product at no additional cost to you.
10. Trade and Large Volume Orders
For trade customers or orders above pallet quantities, return eligibility and terms may vary. Please contact us directly to discuss your specific situation before placing a large order if you have any concerns about suitability.
Trade customers are encouraged to order samples prior to placing bulk orders. Samples are available from £2.99–£3.99 each (including postage).
11. Summary of Key Points
Returns window
14 days from delivery
Customer bears return costs
Yes — all collection, packaging, and courier fees
Restocking charge
15% deducted from refund
Original delivery charge refunded
No
Refund timeline
5–10 working days after inspection
Damaged/faulty goods
Contact us within 48 hours of delivery
Non-returnable items
Opened goods, samples, custom orders, clearance stock
12. Contact Us
If you have any questions about this policy or your return, please get in touch — we're always happy to help.
Vivido Tiles (Vivido LTD)Email: sales@vividotiles.co.ukPhone: 07900 404142 / 07478 608235 Website: www.vividotiles.co.uk
Showroom (no appointment needed):20 Regent Parade, Harrogate, HG1 5AW Monday–Saturday
This policy does not affect your statutory rights under UK consumer law. For more information about your rights, visit the Citizens Advice website or the UK Government's consumer rights guidance at gov.uk.
Vivido Tiles (Vivido LTD)Last updated: July 2026
We want every purchase from Vivido Tiles to be exactly right. If something isn't, this policy explains how we handle returns, refunds, and damaged or faulty goods — clearly and fairly.
1. Your Right to Cancel (Statutory Rights)
Under the UK Consumer Contracts Regulations 2013, you have the right to cancel most online orders within 14 days of receiving your goods, without giving a reason.
To exercise your right to cancel, you must notify us in writing within 14 days of delivery. Once you have notified us, you then have a further 14 days to return the goods to us.
Please note: tiles and flooring are specialist products, and our specific terms below apply alongside your statutory rights.
2. Return Eligibility
We accept returns on the following conditions:
The return request is made within 14 days of the delivery date
Goods are in their original, unopened, and undamaged condition (see Section 4 below)
The goods are the correct items from your order
You have valid proof of purchase (order number or receipt)
We are unable to accept returns on:
Opened, cut, or laid tiles or flooring — once product has been installed or modified, it cannot be returned
Samples — tile and flooring samples are non-returnable
Custom or special-order items — products ordered specifically to your specification or sourced outside our standard range
Clearance or end-of-line stock sold as such at the time of purchase
Products damaged due to improper handling, storage, or installation by the customer or their contractor
3. Condition of Goods
All returned goods must be:
In their original, sealed packaging with no damage to boxes or wrapping
Free from dust, adhesive, grout, or any evidence of handling or attempted installation
Complete — all tiles or planks from the original box must be included; partial boxes cannot be accepted
We recommend storing goods carefully and inspecting packaging before opening. Once boxes are opened, we are unable to accept the return unless the product itself is faulty.
4. How to Initiate a Return
To start the returns process, please contact us before sending anything back:
Email: sales@vividotiles.co.ukPhone: 07900 404142 / 07478 608235 Website: www.vividotiles.co.uk
Please include the following in your message:
Your full name and order number
The product(s) you wish to return and the quantity
The reason for the return
Photographs of the goods in their current condition (if relevant)
We will respond within 1 working day to confirm whether your return is approved and to provide return instructions. Please do not send goods back without receiving confirmation from us first — unauthorised returns cannot be processed.
5. Return Shipping — Customer's Responsibility
All costs associated with returning goods are the responsibility of the customer. This includes:
Collection or courier fees
Packaging materials (goods must be securely re-packaged to prevent damage in transit)
Any insurance on the return shipment
We strongly recommend using a tracked and insured courier service. Vivido Tiles cannot be held responsible for goods lost or damaged during return transit. Any damage sustained on the return journey may affect your refund.
Return delivery details will be provided when your return is approved.
6. Restocking Charge
A 15% restocking charge will be applied to all approved returns. This charge covers the cost of inspection, re-cataloguing, and returning goods to stock.
The restocking fee is calculated on the original purchase price of the returned goods (excluding any original delivery charges) and will be deducted from your refund.
Example:If you paid £400 for your order, the restocking charge would be £60, and your refund would be £340.
7. Refund Process and Timeline
Once we receive your returned goods, we will inspect them within 3 working days. You will be notified of the outcome by email.
If the return is approved:
The restocking charge (15%) will be deducted from the refund
Original delivery charges are non-refundable
Your refund will be processed to your original payment method within 5–10 working days of inspection
Please note that your bank or card provider may take additional time to post the credit to your account.
If the returned goods do not meet the condition requirements set out in this policy (e.g. opened packaging, signs of handling), we reserve the right to reduce the refund amount or decline the return entirely. We will contact you to discuss options before taking any action.
8. Damaged or Faulty Goods
If your order arrives damaged in transit, or if you believe a product is faulty, please contact us within 48 hours of delivery so we can act quickly.
Email: sales@vividotiles.co.ukPhone: 07900 404142 / 07478 608235
Please provide:
Your order number
A clear description of the damage or fault
Photographs of the affected goods, including the packaging
We will assess your claim and, where damage or a manufacturing fault is confirmed, we will arrange a replacement, credit, or full refund at no cost to you. Return collection costs for confirmed faulty or damaged goods are covered by Vivido Tiles.
Important: We cannot accept damage claims raised more than 48 hours after delivery. We also recommend checking your delivery on arrival and noting any visible damage with the driver before signing.
9. Incorrect Items
If you receive an item that differs from what you ordered, please contact us within 48 hours of delivery. We will arrange collection of the incorrect goods and dispatch the correct product at no additional cost to you.
10. Trade and Large Volume Orders
For trade customers or orders above pallet quantities, return eligibility and terms may vary. Please contact us directly to discuss your specific situation before placing a large order if you have any concerns about suitability.
Trade customers are encouraged to order samples prior to placing bulk orders. Samples are available from £2.99–£3.99 each (including postage).
11. Summary of Key Points
Returns window
14 days from delivery
Customer bears return costs
Yes — all collection, packaging, and courier fees
Restocking charge
15% deducted from refund
Original delivery charge refunded
No
Refund timeline
5–10 working days after inspection
Damaged/faulty goods
Contact us within 48 hours of delivery
Non-returnable items
Opened goods, samples, custom orders, clearance stock
12. Contact Us
If you have any questions about this policy or your return, please get in touch — we're always happy to help.
Vivido Tiles (Vivido LTD)Email: sales@vividotiles.co.ukPhone: 07900 404142 / 07478 608235 Website: www.vividotiles.co.uk
Showroom (no appointment needed):20 Regent Parade, Harrogate, HG1 5AW Monday–Saturday
This policy does not affect your statutory rights under UK consumer law. For more information about your rights, visit the Citizens Advice website or the UK Government's consumer rights guidance at gov.uk.