RETURNS, REFUNDS AND CANCELLATION POLICY

Last updated: 3 August 2026

1. About This Policy

This policy explains how customers can:

• cancel an order;
• return unwanted goods;
• report faulty, damaged, missing or incorrect goods;
• request a refund, repair, replacement or price reduction; and
• arrange returns for bulky, fragile or palletised goods.

This policy applies to purchases from:

FMV Services Ltd
Trading as FMV Tiles & Bathrooms

Nothing in this policy affects your statutory rights.

Different rights may apply depending on whether you purchase as a consumer or wholly or mainly for business purposes.

2. Contacting Us

To notify us of a cancellation, return, fault, damage, shortage or incorrect product, contact:

Email: info@fmvtilesandbathrooms.co.uk
Telephone: +44 1737 949131
Exact international telephone format: +441737949131

Please provide, where relevant:

• your name;
• order number;
• product concerned;
• quantity affected;
• reason for contacting us;
• photographs or videos;
• photographs of packaging and labels; and
• confirmation of whether the product has been installed, opened, cut, used or altered.

A statutory cancellation becomes effective when you clearly notify us within the applicable cancellation period.

You do not need our permission or approval to exercise a statutory cancellation right.

Please contact us before sending any goods so that we can provide the correct return address.

Different products may need to be returned to different warehouses, suppliers or manufacturers.

Do not send returned goods to our registered office or trading address unless we specifically instruct you to do so.

3. Cancelling Before Dispatch

You may ask us to cancel an order before dispatch.

Contact us as soon as possible using:

Email: info@fmvtilesandbathrooms.co.uk
Telephone: +441737949131

We will make reasonable efforts to stop processing or dispatch.

If the order has already been dispatched, you may need to receive and return it under this policy.

Bespoke, personalised or made-to-measure goods may not be cancellable once production has started, provided the exclusion was clearly explained before purchase.

4. Consumer Right to Cancel an Online Order

Consumers purchasing online normally have the right to cancel an eligible order without giving a reason.

The cancellation period normally ends 14 days after the day on which the goods are received.

Where an order contains multiple goods delivered separately, the cancellation period normally ends 14 days after receipt of the final product.

Where goods are delivered in several lots or pieces, the period normally ends 14 days after receipt of the final lot or piece.

You must clearly notify us before the cancellation period expires.

You may notify us by:

• email;
• telephone;
• letter; or
• the model cancellation form at the end of this policy.

You are not required to use the model cancellation form.

5. Returning Goods After Cancellation

After notifying us of cancellation, you must return the goods without undue delay and normally no later than 14 days after the date on which you notified us.

Goods must be returned to the address supplied by us.

You must take reasonable care of the goods while they are in your possession.

You may inspect goods in the same way that you reasonably could in a physical shop.

Goods should not be installed, used, cut, drilled, sealed, grouted, mixed, applied, plumbed, wired or permanently altered if you intend to return them because you changed your mind.

6. Change-of-Mind Return Costs

For a change-of-mind return, you are normally responsible for arranging and paying the direct cost of returning the goods.

Small goods should be returned using a suitable tracked and, where appropriate, insured service.

Large, heavy, long, fragile or palletised goods cannot normally be returned using an ordinary postal service.

These goods may include:

• tiles and mosaics;
• baths;
• shower enclosures;
• shower trays;
• bathroom furniture;
• vanity units;
• basins;
• toilets;
• full-length tile trims;
• adhesives;
• grouts;
• levelling compounds;
• waterproofing products; and
• palletised orders.

For these goods, customers must normally arrange their own suitable specialist carrier.

Carrier costs depend on factors such as:

• collection postcode;
• destination;
• product type;
• dimensions;
• weight;
• quantity;
• pallet requirements;
• insurance;
• packaging;
• access restrictions; and
• carrier availability.

Because customers select and arrange their own carrier, FMV Tiles & Bathrooms does not set or control the carrier’s charge.

Where goods are faulty, damaged before responsibility passed to you, incorrectly supplied or not as described, reasonable return or collection arrangements will be handled case by case in accordance with your statutory rights.

You will not be required to pay a return cost that applicable law requires us to pay.

7. Packaging Returned Goods

Goods must be packaged securely and appropriately for transport.

Where reasonably possible, use the original:

• carton;
• pallet;
• crate;
• wrapping;
• corner protection;
• protective film;
• foam;
• inserts; and
• straps.

Packaging must be appropriate for the product’s weight, dimensions, fragility and surface finish.

Large or palletised goods must be secured safely.

You and your chosen carrier are responsible for ensuring that a customer-arranged return is packaged and transported safely.

8. Responsibility During Customer-Arranged Returns

Where you appoint the return carrier, you remain responsible for the goods until they reach the return location specified by us.

We strongly recommend using:

• an insured carrier;
• a tracked service;
• a carrier experienced with fragile or heavy goods; and
• a service providing collection and delivery evidence.

Keep:

• proof of collection;
• tracking information;
• carrier receipts;
• photographs of the goods before return;
• photographs of the packaging; and
• insurance evidence.

We are not responsible for loss or damage caused during a customer-arranged return by inadequate packaging, incorrect handling or an unsuitable carrier.

This does not affect any rights you may have against your carrier.

9. Refunds Following a Valid Cancellation

For a valid statutory cancellation, we will refund:

• the price paid for the returned goods; and
• the cost of our least expensive standard delivery option offered for the order, where applicable.

If you selected an enhanced, timed or express delivery service, we are not required to refund the amount above the least expensive standard delivery cost.

Where only part of an order is cancelled, the original delivery charge may not be refundable if the same delivery charge would have applied to the goods you keep.

Where permitted by law, we may withhold the refund until:

• we receive the goods; or
• you provide satisfactory evidence of return,

whichever occurs first.

Refunds will normally be issued within 14 days after we receive the goods or satisfactory evidence of return.

Refunds are normally made to the original payment method.

10. Excessive Handling and Diminished Value

You may inspect goods only as reasonably necessary to establish their nature, characteristics and functioning.

Where handling goes beyond what would reasonably be permitted in a shop and reduces the goods’ value, we may make a proportionate deduction.

A deduction may be appropriate where goods have been:

• installed;
• partly installed;
• cut;
• drilled;
• scratched;
• marked;
• stained;
• chipped;
• plumbed;
• wired;
• sealed;
• siliconed;
• grouted;
• mixed;
• applied;
• used;
• damaged;
• returned incomplete; or
• returned without essential packaging.

Any deduction will be based on the actual reduction in value.

We do not impose an automatic restocking fee merely because packaging was carefully opened.

11. Additional 30-Day Voluntary Return Period

In addition to statutory rights, we offer a voluntary return period of up to 30 days after delivery for eligible change-of-mind returns.

To qualify, goods must normally be:

• unused;
• uninstalled;
• complete;
• undamaged;
• unaltered;
• in resaleable condition; and
• in their original packaging.

Under this voluntary return period:

• the customer arranges and pays for return transport;
• original delivery charges are not normally refundable;
• goods remain the customer’s responsibility during return;
• incomplete or non-resaleable goods may be refused; and
• exclusions in this policy may apply.

This voluntary policy does not replace or restrict statutory rights.

12. Change-of-Mind Exclusions

The statutory cancellation right may not apply to certain goods, including where applicable:

• goods made to customer measurements or specifications;
• clearly personalised goods;
• genuinely bespoke or specially manufactured goods;
• goods liable to deteriorate or expire rapidly;
• sealed goods unsuitable for return for genuine hygiene reasons once unsealed;
• goods inseparably mixed with other items after delivery; and
• other goods excluded by applicable law.

A product is not automatically excluded merely because:

• it is a tile or bathroom product;
• it was discounted;
• it was in a sale;
• it was ordered from a supplier after your purchase; or
• its packaging was carefully opened for inspection.

Sale goods have the same statutory rights as full-price goods.

13. Voluntary Return Exclusions

The following may not qualify under our voluntary change-of-mind policy where they cannot reasonably be resold:

• opened tile boxes;
• loose individual tiles;
• incomplete cartons;
• opened chemicals;
• mixed or partly used products;
• expired products;
• installed products;
• cut or drilled products;
• goods altered to customer requirements;
• goods missing components;
• damaged packaging that materially affects resale;
• clearly identified clearance or discontinued stock; and
• unsafe or contaminated goods.

This does not remove rights where goods are faulty, damaged, incorrect or not as described.

14. Adhesives, Grouts and Similar Products

Adhesives, grouts, primers, levelling compounds, waterproofing products, sealants and cleaners may be accepted as change-of-mind returns only where they remain:

• unopened;
• unused;
• uncontaminated;
• undamaged;
• within their usable date;
• correctly stored; and
• in resaleable condition.

Opened, mixed, contaminated, expired, frozen or water-damaged products cannot normally be accepted as change-of-mind returns.

15. Tiles and Batch Products

Tiles and mosaics may vary between production batches.

Before installation, check:

• product reference;
• dimensions;
• quantity;
• colour;
• shade;
• finish;
• calibre;
• pattern;
• batch number;
• surface variation; and
• visible condition.

All boxes intended for one installation should be checked together before installation begins.

Installed, cut, drilled, fixed, sealed or grouted tiles cannot normally be returned merely because you changed your mind.

This does not affect rights concerning a fault that could not reasonably have been discovered before installation.

16. Bathroom Products and Large Goods

Baths, shower trays, enclosures, furniture, vanity units, basins, toilets and other large products must be inspected before installation.

Check for:

• cracks;
• chips;
• scratches;
• transit damage;
• missing components;
• incorrect measurements;
• incorrect handing;
• incorrect colour;
• incorrect finish; and
• incorrect product references.

Do not install goods that appear damaged, incomplete or incorrect.

Goods that have been fitted, plumbed, drilled, sealed, siliconed, wired or otherwise altered cannot normally be returned merely because you changed your mind.

17. Faulty, Damaged, Incorrect or Misdescribed Goods

Goods supplied to consumers must be:

• of satisfactory quality;
• fit for their normal purpose;
• fit for a particular purpose made known to us where applicable; and
• as described.

Where goods do not conform to the contract, remedies may include:

• rejection and refund;
• repair;
• replacement;
• price reduction; or
• final rejection,

depending on the circumstances and applicable law.

The appropriate outcome will be considered case by case, taking account of:

• the nature of the fault;
• when it was discovered;
• whether the product has been installed;
• whether repair or replacement is possible;
• whether a remedy would cause significant inconvenience;
• available evidence; and
• the remedy required by law.

A case-by-case assessment will not be used to remove a remedy to which a consumer is legally entitled.

18. Short-Term Right to Reject

A consumer may have a short-term right to reject goods that do not conform to the contract.

This period is normally 30 days, beginning after the conditions required by law have occurred, including delivery or transfer of possession.

Where installation by us forms part of the contract, the starting date may also depend on completion of installation.

Where the short-term right applies, you may be entitled to a refund.

You do not generally have to accept a repair or replacement first during the short-term rejection period, although you may choose one.

19. Repair or Replacement

Where repair or replacement is the appropriate remedy, it must be provided:

• within a reasonable time;
• without significant inconvenience; and
• without requiring the consumer to bear necessary costs placed on us by law.

Where one remedy is impossible or disproportionate, another statutory remedy may apply.

20. Price Reduction or Final Rejection

A consumer may have the right to a price reduction or final rejection where, for example:

• repair or replacement is impossible;
• repair or replacement has failed;
• it was not completed within a reasonable time;
• it caused significant inconvenience; or
• another applicable legal condition has been met.

21. Reporting Damage, Faults or Missing Goods

Contact us as soon as reasonably possible after discovering a problem:

Email: info@fmvtilesandbathrooms.co.uk
Telephone: +441737949131

Please provide:

• order number;
• affected product;
• quantity affected;
• description of the issue;
• photographs of the full product;
• close-up photographs;
• photographs of packaging;
• photographs of labels;
• batch or serial numbers where applicable; and
• confirmation of whether installation has begun.

Please retain the goods and packaging while we investigate.

Prompt notification helps us investigate but does not remove statutory rights.

22. Transit Damage

Inspect goods and packaging as soon as reasonably possible after delivery and before installation.

Where packaging is visibly damaged, note this with the driver where possible.

Signing a delivery note does not remove your statutory rights.

If goods appear damaged:

• take photographs;
• retain all packaging;
• do not install or use them;
• do not dispose of them; and
• contact us promptly.

23. Missing or Incorrect Goods

If goods are missing or incorrect, contact us promptly using:

Email: info@fmvtilesandbathrooms.co.uk
Telephone: +441737949131

Please provide:

• order number;
• details of what was ordered;
• details of what was received;
• photographs of all packages;
• photographs of package labels; and
• quantities received.

Some orders are delivered in several consignments.

We may first check whether another consignment remains in transit.

24. Inspection and Testing

We may request reasonable evidence, including:

• photographs;
• videos;
• measurements;
• batch information;
• serial numbers;
• packaging;
• installation details;
• an installer’s report;
• a manufacturer’s inspection; or
• return of the product for testing.

Any investigation will be proportionate and will not be used to unreasonably delay a statutory remedy.

Do not dispose of allegedly faulty goods unless authorised or the matter has been resolved.

25. Installation and Labour Costs

Do not arrange installation or remove existing goods until:

• the complete order has arrived;
• all packages have been inspected;
• quantities have been checked;
• product references have been checked;
• dimensions and variants have been checked; and
• visible damage has been ruled out.

Where a visible issue could reasonably have been discovered before installation, we may not be responsible for avoidable labour, removal or refitting costs, except where applicable law provides otherwise.

This does not exclude liability for losses that cannot lawfully be excluded.

26. Exchanges

We do not normally process direct change-of-mind exchanges.

Where you want another size, colour, finish, quantity or product, you should normally:

1. return the original goods under this policy; and
2. place a new order.

Where we supplied faulty, damaged or incorrect goods, we may arrange a replacement directly where appropriate.

27. Proof of Purchase

We may request reasonable evidence that the goods were purchased from us.

This may include:

• order confirmation;
• invoice;
• receipt;
• order number;
• customer-account record;
• payment record; or
• another reasonable form of evidence.

28. Failed or Refused Delivery

Refusing delivery does not automatically cancel an order.

You must also clearly notify us if you wish to cancel.

Where delivery fails due to circumstances within the customer’s control, we may charge reasonable costs actually incurred for:

• redelivery;
• return transport;
• storage;
• failed collection; or
• specialist handling,

where permitted by law.

29. Business and Trade Customers

Consumer cancellation rights do not normally apply where goods are purchased wholly or mainly for trade or business purposes.

Trade and business change-of-mind returns require our written approval.

Unless otherwise agreed:

• goods must be unused;
• goods must be uninstalled;
• goods must be complete;
• goods must be resaleable;
• the customer pays return transport;
• original delivery charges are not refundable; and
• bespoke, discontinued or specially sourced goods may not be returnable.

30. Complaints

To complain about a return, refund or product issue, contact:

Email: info@fmvtilesandbathrooms.co.uk
Telephone: +441737949131

Please provide:

• your name;
• order number;
• summary of the issue;
• relevant dates;
• supporting evidence;
• previous communications; and
• the outcome sought.

Nothing in this complaints process restricts your statutory rights.

31. Model Cancellation Form

You may use this form to cancel an eligible online order, but you are not required to do so.

To:

FMV Services Ltd
Trading as FMV Tiles & Bathrooms
11 Trehaven Parade
Hornbeam Road
Reigate
RH2 7LL
United Kingdom

Email: info@fmvtilesandbathrooms.co.uk
Telephone: +441737949131

I give notice that I wish to cancel my contract for the following goods:

Products:

Order number:

Order date:

Date received:

Customer name:

Customer address:

Signature, if submitted on paper:

Date:

32. Changes to This Policy

We may update this policy to reflect changes in:

• applicable law;
• regulatory guidance;
• products;
• carriers;
• warehouses;
• suppliers;
• Shopify; or
• operating procedures.

The policy applying to an accepted order is normally the version in force when the order was placed, unless a change is legally required, benefits the customer or is agreed by both parties.

33. Business Information

FMV Services Ltd
Trading as FMV Tiles & Bathrooms

Company number: 12972831
VAT number: GB 308603910

Registered office:
30 Brunswick Road
Shoreham-by-Sea
BN43 5WB
United Kingdom

Trading address:
11 Trehaven Parade
Hornbeam Road
Reigate
RH2 7LL
United Kingdom

Telephone: +44 1737 949131
Exact international telephone format: +441737949131
Email: info@fmvtilesandbathrooms.co.uk
Website: https://fmvtilesandbathrooms.co.uk