Widerrufsrecht

Returns and Refunds

Last updated: 30 September 2026

We want you to love your tiles. If something isn't right, here is how returns work.

At a glance

30 days from delivery to return ready-made tiles, for any reason.
You pay for return postage. We email you a return label and take its cost off your refund, unless your item arrived damaged, faulty or wrong.
No restocking fee.
Refunds within 14 days, to your original payment method.
Custom, portrait and other personalised tiles are made just for you and can't be returned, unless they arrive damaged or faulty.

Returning a ready-made tile

You can return any ready-made item within 30 days of delivery, for any reason. This includes sale items. The item must be unused and in the condition you received it.

How to start a return

Email info@portuguesetilesociety.com within 30 days of delivery with your order number and the items you're returning.
We'll email you a return label to print, with its cost and instructions.
Pack the items carefully, because ceramic breaks easily, and send them back with the label within 14 days of telling us.

Please email us before you post anything, so we can match your parcel to your order. If you'd rather arrange the postage yourself, you can use any tracked service instead of our label.

Return shipping

You pay the cost of sending items back to us. If you use our label, we take its cost off your refund and tell you the amount before you send anything. If your item arrived damaged, faulty or wrong, our label is free (see below).

Restocking fee

None.

Refunds

We refund the price of the returned items, less the cost of our return label if you used it, to your original payment method within 14 days of the day you tell us you're returning them. We may wait until the items arrive back with us, or until you send us proof of posting, whichever comes first.

If you return your whole order within 14 days of delivery, we also refund the standard delivery charge you paid. After 14 days, the original delivery charge is not refunded.

Damaged, faulty or wrong items

Please check your order when it arrives. If anything is damaged, faulty or not what you ordered, email info@portuguesetilesociety.com within 30 days of delivery with:

your order number
clear photos of the item
photos of the packaging

We'll send a replacement or give you a full refund, including delivery, and you won't pay anything to send the item back. Please keep the packaging until we've sorted it out.

Custom, portrait and personalised tiles

These tiles are made to your specifications, so they can't be returned or refunded once production has begun, unless they arrive damaged or faulty. The EU 14-day right to cancel does not apply to goods made to the customer's specifications or clearly personalised (Article 16(c) of Directive 2011/83/EU).

Custom orders begin with an €18 design deposit, which is deducted from your final total. You can cancel at any time before you approve a design. Once our artists have produced your design options, the deposit is non-refundable, because the design work has been done. After you approve a design and pay the balance, your tile goes into production and the order can no longer be cancelled.

Exchanges

We don't swap items directly. Return the item for a refund, then place a new order for the one you want.

Cancelling before we ship

Orders for ready-made tiles can be cancelled for a full refund at any time before they ship. Email info@portuguesetilesociety.com with your order number.

Your rights in the EU

If you live in the European Union, you have a legal right to cancel your order within 14 days of delivery without giving a reason. Our 30-day policy already covers this and gives you longer. Nothing in this policy limits your rights under consumer law.