Terms & Conditions

Norwich Address
Tiles Away Limited, 12 Derby Street, Norwich, Norfolk, NR2 4PU

Attleborough Address
Tiles Away Limited, Unit A + B, Orchard Business Units, Maurice Gaymer Road, Attleborough, NR17 2QZ

Email us here

Privacy Policy

What data do we collect from you?

When inputting your information on our website we collect the following information from you:

  • First Name
  • Last Name
  • Company Name
  • Country You Reside
  • Street Address
  • Town / City
  • Postcode
  • Phone Number (Optional)
  • Email Address
  • Order Notes of information that you submit

We collect this data to enable us to process your order and deliver your product to you at the address specified. This allows us to also produce your receipt, use the information to track your parcel.

Your account & data.

We hold your data on a My SQL database server which is protected by https. Your data is held on our MySQL database server indefinitely. Why do we keep this information? We retain this information for the purposes of tracking historical orders of all of our customers. We can revert to any online order that you have made with us by searching our MySQL database and locating the information of your purchase.

Analytical data tracking

Like millions of websites across the world, we rely on a tracking system to allow us to understand the behaviours of users on our website. This allows us to improve a whole host of features on our website, delivering the very best content to our users & customers. Our tracking system is provided by Google Analytics which are the most well known and used tracking system in the world. Google Analytics GDPR compliance and general information regarding how it tracks information can be found by click here.

Breach notification

Under the GDPR, if our website experiences a data breach we are required to notify you immediately by email if you have been affected by the breach. A notification will be sent within 72 hours.

This occurs when personal information is passed to:

  • an unauthorized data processor or subcontractor
  • a non-GDPR compliant body
  • a third party without the knowledge of the data subject
  • a hacker

If you have any problems, questions or require support with our GDPR then please contact our Data Protection Officer – sales@tilesaway.co.uk

All personal information that you provide is kept in accordance with the provisions of UK data protection laws. In no way will information be exploited within our trusted company and databases will never be sold or any information given to us is solely for our benefit. This includes all information gathered whether by email or postal addresses.

We use the information that we collect about you to process orders and to provide a greater, more personalized shopping experience. When you register, we need to know your name, e-mail address and delivery address as this information is used every time you order.

We also require a telephone number as we need this in case there is a problem with your order.


Our site uses cookies to keep track of your visits to our website. A cookie is a small file that can be stored by your browser on your computer’s hard drive. We may use these to do a number of things; for instance to enable us to simplify the logging on process for registered users, to help ensure the security and authenticity of registered users, to provide mechanisms for online shopping and to enable traffic monitoring. We also use cookies to save your password so that you don’t have to re-enter it every time you visit our site.

Non-registered visitors to the site are sent anonymous cookies to keep track of their browsing patterns and build up a demographic profile.

Cookies help us to recognise when you next visit our website and note the advertisements displayed to you. This allows us to tailor the service we provide to your preferences.

You can usually change your browser so that it will not accept cookies.

Changes to the privacy policy

We keep our privacy policy under regular review and we will place any updates on this webpage. This privacy policy was last updated on 15th August 2019

Returns Policy

Tiles Away can be contacted via sales@tilesaway.co.uk in regards to all returns & refunds enquiries.

Tiles Away reserve the right not to refund if the products are deemed as not being resellable, if there is no proof of purchase, or if the products are returned after a 30 day period. We aim to process all refunds within 10 working days.

Refunds can only be made to the following items if returned to us within 30 DAYS of purchase:

  • Sample Tiles
  • Full Unopened Packs of Regular In Stock Tiles· (NB special order products are not returnable, not exchangeable and non-refundable)
  • Unused Tools, Trims, Grouts & Adhesives.

Your items must be returned to us (at your own cost) as sold within 30 days of receipt date & must be accompanied with an original payment receipt. Refunds will be given to the exact original method of payment.

If the original payment was made in cash Tiles Away will refund you in cash. In cases where not enough cash is held instore to cover your refund then a date/time (within our working hours) for collection of the outstanding amount will be offered to you. All refunds will only be made instore.

NB: Refunds will incur a full deduction of any additional terms, discounts or promotional offers should these have applied to your original order in the first instance. Furthermore, special orders will, without exception, incur the deduction of return to ‘factory’ delivery (courier charges vary according to weight) & handling charges (30% of your cost price) These additional charges are enforced on us by factory suppliers.


All items should be inspected before being taken away from the store by yourself or your ‘agent’ acting on your behalf. Any questions thereafter must be raised within 24 hours of being in your care.

Before fixing, please ensure you/your agent are satisfied that the product supplied is correct & as ordered.

Once these products have been fitted Tiles Away will be unable to refund, exchange or compensate in any way for any fixing, refixing or any other charges you might incur.


Our instore samples are not necessarily an exact match of the product due to the fact that batch variations in shade, colour, glazes & pattern can occur.

Tiles Away cannot be held responsible for such variations. However, as standard, we do ensure that your order is all of the same batches.


Goods are supplied on approval under an agreement to sell. This means the contract of sale is not concluded when you pay but will be concluded when you collect or take delivery of the goods. Signing for goods signifies your acceptance and approval of goods.

However, we recognise that some circumstances demand a longer time frame window and as such we need to be notified of any faults or other discrepancies within 24 hours of you/your agent receiving the goods.

All & any issue beyond this time frame will be considered null and void as Tiles Away can be held responsible for goods no longer in its care.

Tiles Away reserve the right to withdraw from any sale of goods & to refund the customer the cost of said goods where appropriate.


Unless tiles are held in stock by us at the time of purchase then they are considered as Special Purchase Orders.

Regrettably, Tiles Away can not offer refunds on Special Order Purchases either in part or in total. It is therefore essential that you are absolutely sure of your choice and your measurements at the time of ordering.

Orders under 5m² can incur an express handling & delivery charge due to minimum order value enforced on us by suppliers. We will notify you if this applies to you.

If you have already paid for goods & do not wish to wait for a longer period or to pay for an express handling & delivery charge thereafter we will refund you.


Sometimes delays in-stock availability or delivery of orders can occur. This can be due to various factors. The most common factors are incorrect supplier stock control, damages in transit and even transportation issues.

We cannot be held responsible for these factors which are beyond our control. Tiles Away will not be liable for any costs incurred by you as a result of a delayed or cancelled order.

We recommend that you wait until you receive your goods before instructing your project to begin. In cases where you do not receive your goods within a reasonable time & where you are not able to wait for delivery we will refund you the cost of your order in full.

Our terms & conditions above do not affect your statutory rights.