Returns Policy

At Rovere, we take great care in the quality of our tiles, stone and paving products. We understand that plans can change, and that you may occasionally need to cancel an order or arrange a return.

This policy explains the process for cancellations, returns, damage claims and exchanges. It operates alongside your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

For help with a cancellation, return or product related concern, please contact us at customercare@rovere.co.uk

1. Order Cancellations

We process orders quickly to support prompt dispatch. Most orders are packed and dispatched on the same working day, or within 6–12 business hours of being placed.

1.1 Cancelling Before Dispatch

If you wish to cancel your order before it is dispatched, please contact us by email or telephone within the first few hours of placing it. Where the order has not yet left our warehouse, we will cancel it and issue a full refund with no deductions.

1.2 Cancelling After Dispatch

Once an order has been dispatched, it cannot be stopped while in transit without incurring return freight costs. If you cancel your order after dispatch, miss the delivery, or refuse the goods on arrival, a flat return freight charge of £98 per pallet will be deducted from your refund. This covers the cost of returning the heavy goods to our warehouse.

Original delivery charges, express or timed-delivery surcharges, split-delivery fees and other additional service charges are non-refundable. The return charge will be deducted from the product refund.

2. Standard Returns

Under the Consumer Contracts Regulations, you may cancel and request a return within 14 calendar days of receiving your order. You do not need to provide a reason for cancelling within this period.

2.1 The 14 + 14 Timeline

Notification window: You must notify Rovere in writing that you wish to return the goods within 14 calendar days of delivery. Requests received after this period will normally be declined.

Return window: Once you have notified us, you have a further 14 calendar days to ensure the goods are returned to our warehouse.

3. Eligibility & Exclusions

As we supply heavy and fragile building materials, every return must meet the conditions below.

3.1 Eligible Returns

• The return must be requested within 14 calendar days of delivery.
• Returns are accepted for complete, full-pallet orders only.
• Goods must be unused, undamaged, in pristine condition and sealed within their original packaging.
• Before approving a return, we may request photographs showing the goods and original packaging are in a resalable condition.

3.2 Non-Returnable Items

The following items cannot be returned:

• Leftover tiles, loose items, partial pallets or incomplete orders.
• Products that have been opened, unpacked or had their original packaging removed or disposed of.
• Bespoke, made-to-order, cut-to-size or customer-modified products.
• Unsealed liquids, grout, adhesive, sealant, chemical products or other perishable building materials.
• Products that have been laid, cut, glued, fitted or installed. Installation confirms full acceptance of the goods.
• Clearance Products: Items sold as clearance are not eligible for replacements, refunds or damage claims, unless required by law.

4. Return Shipping Fees & Deductions

Because tiles, stone and paving are heavy freight goods, return transport costs are the customer's responsibility unless a product is defective, materially misdescribed or incorrectly supplied.

Return option	Charge and conditions
Rovere collection service	£98 per pallet/lift, deducted from the refund
Customer-arranged return	£30 restocking fee per pallet/lift
Original delivery and upgrades	Original delivery charges, express surcharges, timed-delivery charges and split-delivery fees are non-refundable
Goods returned damaged or unsaleable	Products returned damaged, incomplete or in a non-resalable condition are not eligible for a refund

5. Return Process

5.1 Option A: Rovere Collection (£98/pallet)

Submit your request: Email customercare@rovere.co.uk with your order number and clear photographs showing that the goods are securely stacked, strapped and packed on their original pallet(s).

Collection booking: Once approved, we will arrange collection by a freight courier, typically within 2 to 3 working days.

Return transit: Return transit to our central warehouse generally takes 3 to 4 working days.

5.2 Option B: Customer-Arranged Return (£30 restocking/pallet)

Submit your request: Email customercare@rovere.co.uk before sending any goods back. We will provide return authorization and delivery instructions.

Delivery location: Goods must be returned to our central warehouse in Lincoln. The precise depot address will be provided after return authorization. Returns cannot be dropped at Rovere showrooms.

Transport security: You remain responsible for the goods until they have arrived safely at our warehouse. We strongly recommend using an insured pallet-freight service. Any return goods received damaged may be subject to a deduction from the refund or credit due.

6. Refunds & Exchanges

6.1 Refund Processing

Once the return reaches our Lincoln warehouse, we will inspect the goods to confirm their condition, packaging and quantity. Once the return has passed inspection, approved refunds will be processed within 5–7 working days.

Refunds will be issued after deduction of any relevant collection charge (£98 per pallet) or restocking fee (£30 per pallet).

• Website orders: Refunds are returned to the original payment method, including card or PayPal.
• Showroom purchases: Card or cash payments made at a showroom must be refunded through the relevant showroom card terminal.
• Bank-transfer payments: Refunds are sent securely by BACS to the originating bank account.

6.2 Exchanges & Upgrades

If you would like to exchange your product for a different style, colour or specification:

• Complete the standard return process for the original order.
• Once the goods have been returned, inspected and accepted at our warehouse, we will issue an internal credit note.
• Any applicable collection, restocking or other return-related deductions will be applied before the credit note is issued.
• The credit note may be used against the new order, with any remaining balance payable before dispatch.
• If the replacement order falls below our free-delivery threshold, standard delivery charges will apply.
• Alternatively, collection from our warehouse may be available by prior arrangement.

7. Legal Liabilities & Statutory Rights

7.1 Your Statutory Rights

By agreeing to our terms at checkout, this policy becomes part of the contract between you and Rovere. Nothing in these terms removes, excludes or restricts your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

7.2 Return Freight for Heavy Goods

Tiles, stone and paving products are heavy, bulky and fragile, requiring specialist pallet transport. Unless goods are proven to be defective, incorrectly supplied or materially misdescribed, the cost and responsibility for return transport rests with the customer.

7.3 Chargeable Returns

The customer is responsible for return transport costs in the following situations:

Change of mind or ordering error: This includes returning an order because the colour or style is no longer preferred, materials are no longer required, or goods were ordered by mistake.

Standard 14-day returns: Goods returned in unused, original and resalable condition within the statutory cooling-off period remain subject to applicable return freight charges.

Partial delivery damage or under 50% breakage: Tiles, stone and paving products carry inherent transport risks. If fewer than 50% of the items in a delivery are damaged, Rovere will meet its obligations by offering replacement items or a refund for the affected products.

If you decline replacement items or a partial refund and instead choose to return the remaining undamaged order, this is treated as a voluntary return. A £98-per-pallet return freight charge will apply.

Subjective quality concerns: Product expectations can differ between customers. Where goods meet their product description, applicable British and European standards, including BS EN 14411 where relevant, and normal commercial quality controls, a subjective concern does not itself establish a fault. Return freight costs will remain chargeable.

Natural variation and industry tolerances: Natural stone and manufactured tiles can vary in shade, veining, texture, pattern, finish, tonal appearance and dimensions. These batch variations and standard tolerances are normal product characteristics, not faults or misdescriptions. Applicable return charges will apply.

7.4 Free or Non-Chargeable Returns

Rovere will cover or waive return collection and handling charges only in the following circumstances:

Proven manufacturing defect: Where a product is independently proven to possess an inherent manufacturing fault or failure that makes it unfit for its intended purpose.

Clarification on fragile goods: Transit breakage, handling damage and chips caused during unloading do not amount to manufacturing defects. These must be dealt with under the Delivery & Damage Policy.

Material misdescription or non-conformity: Where the product received is proven to differ materially from its product description, advertised specification or technical details provided at the time of purchase.

Major delivery damage: Where more than 50% of the overall shipment arrives damaged, you may reject the order as a major non-conformity. Rovere will arrange collection, replacement or refund without an additional charge.

7.5 Requests Made After 14 Days

Any return, refund or exchange request received after the 14-day statutory notification period is subject to Rovere's discretion. If a late return is accepted, it may be subject to restocking fees, handling charges, outbound transport and return freight costs.

8. Contact & Support

We aim to make the returns process clear, fair and straightforward while meeting all relevant consumer-protection requirements.

For help with cancellations, returns, exchanges or damages, please contact:
Customer Care: customercare@rovere.co.uk