Returns Policy
At Foras Walls and Floors we want you to be delighted every time you shop but if for some reason you change your mind about your purchase once received then you can return it to Foras at your own cost in its original unused condition and packaging within 14 days for a refund. You will be issued with a credit note for any items returned after this time up to 28 days. Refunds or credit notes will not be issued after 29 days from date of purchase. Credit notes are valid for 12 months from the date of issue and are not valid against purchases of sale or clearance lines.
Bespoke and Special Tile & Stone Orders are excluded from the above returns policy.*
Please take care to fully inspect your items to ensure you are happy with them before disposing of packaging as failure to do so may result in us being unable to refund you.
We cannot be responsible for interest charges made by your credit card company whilst waiting for returns to be refunded to your card / bank account.
Tile and Stone Orders and Installation / Maintenance Products
Please ensure all quantities ordered are confirmed by either yourself, your tiler or builder. Foras Walls and Floors will not be responsible for any shortfall and/or over estimation of materials.
We will accept returns of unopened tile boxes / stone crates to our warehouse if this is in excess of the 10% allowed for wastage. A credit will be raised for returned goods minus 20% restocking charge once the returned goods have been checked for condition. Special order tiles and stone are non returnable and non refundable.
We do not accept returns of open/part boxes or crates.
Bespoke Tile & Stone Orders*
Products which are not standard and are therefore specifically ordered for you or are fabricated for you must be paid for in full at the point of order and cannot be cancelled after the order / fabrication process has started. If we do agree to cancel the order, you will not be reimbursed.
Other Important Returns Information
You will need to cover any import duties that may arise when returning items from another country.
All orders, including overseas orders will be refunded in GBP Sterling within 72 hours of receipt of your return after inspection of the product for damage in transit.
Refunds may take up to 5 days to clear in your account. Foras cannot be held responsible for any fluctuations in exchange rates and consequent loss of currency as a result.
Notification of Damage
This must be given in writing accompanied with the returns form and photographs (where applicable) to Foras within 24 hours of the delivery. Please send this to [email protected]
Please do not return damaged or faulty goods without contacting us first. We are unable to refund any postage / re-collection costs incurred if you return damaged items without contacting us.
Damage during transit / Shortfall of goods – The buyer shall inform the seller immediately if any of the goods have been damaged during haulage, or there is any shortfall in the order, by noting this on the delivery note provided by the haulage contractor. The seller will only replace damaged tiles if the total amount is greater than 5% of the total order. Photographic evidence of any damage will be required to aid with any insurance claim against the haulage contractor. In the event that damages have occurred, the delivery note MUST be signed for as “damaged”. No claims can be entered into unless this is complied with.
Foras shall not be liable in respect of any claim unless the below mentioned requirements have been compiled with except in any particular case where the customer proves (i) it was not possible to comply with the requirements and (ii) advise (where required) was given and the claim made as soon as possible.
You must report a return within 24 hours of taking delivery otherwise no claims can be honoured and you will not be able to return your product.
Returns are only accepted if the product has NOT been taken outside the delivery box / crate OR if further investigation is required the product may be taken out of the box to be photographed directly next to the delivery box /crate. The delivery box/ crate must be shown in close proximity to the product in the photographs taken. This is so we can establish that it has not been moved any distance and therefore not damaged during placing as this DOES NOT constitute a return.
We will ALWAYS ask for photographic evidence on any claim (as above) and we reserve the right WITHOUT PREJUDICE to refuse replacement if the evidence points to the damage being done when placing or getting out of the box.
In the event of damage caused by shipping, the delivery company may require an inspection so please retain all packaging.
Please note that items purchased in Foras sales/room lots are non-refundable or returnable. They are sold as seen from your showroom visit or imagery provided via our website or in correspondence.
Accepted Claim
If a claim is accepted, part of the terms on this will be:-
The damaged goods are collected and they have to be returned in their original packaging on the original pallet to ensure safe passage back to our warehouses. We will be able to discuss a replacement or a refund with you.
The damaged goods need to be returned BEFORE replacement goods (if applicable) are re-distributed.
We will not accept goods unless they are in their original packaging for transportation. If they are not a) packaged ready for collection (at the agreed time) b) you are not there for the driver to collect. You will be charged a re-collection fee equal to the cost of the original delivery.
By special arrangement collection of the damaged product and the replacement product can be delivered and collected on the same day. You must be at home from 9.00-5.30pm on the nominated day and the product for collection must be in its original packaging and placed on the original pallet for collection in an easily accessible location for the collection driver.
We will endeavour to redeliver products as soon as we can, but timing for returns is subject to warehouse activity. As our business is seasonal the warehouse can get very busy. You will be contacted and given a reasonable timeline for the collection and delivery.
The same method of delivery will be used to re-dispatch your replacement item. For pallet deliveries someone must be available to sign for the goods in keeping with our delivery terms and conditions. Foras will not be responsible for any cost incurred for loss of earning or installers to be on site during this collection / re-delivery day.
By clicking the accept button, you agree to these terms and conditions. Foras will request a completed Returns form which will be sent to you after photographic evidence has been supplied. This evidence must be emailed within 24 hours of the goods being accepted. You then have 48 hours to complete and return the Returns Form, electronically by email. By completing and submitting the Returns form you are making an offer to purchase goods which, if accepted by us, will result in a binding contract.