Refund and cancellation policy

Cancelling an order

You can cancel any order free of charge before it is dispatched. Email support@1stopfinds.com with your order number as soon as possible. Once an order has been dispatched it cannot be cancelled, but it may be eligible for return under the terms below.

Returns

If your tile arrives damaged, defective, or is not the model you ordered, contact us within 7 days of delivery with your order number and photos of the item and packaging. We will arrange a replacement or a full refund, whichever you prefer, at no cost to you.

Because each tile is finished by hand to order, we are unable to accept returns simply because you changed your mind. Products must be unused and returned in their original packaging where a return is approved.

What is not covered

• Damage caused by dropping, crushing, water, or attempts to open the tile.
• Difficulty configuring the third-party app on your phone. This is a software setup issue, not a product defect, and we will help you solve it — see our setup support below.
• Change of mind, or ordering the wrong model when the correct model was available.

If setup isn't working

Before requesting a refund for a tile you believe isn't working, please message us. Almost every "it doesn't work" report turns out to be a setup step in the app, and we can usually resolve it within a single conversation. If we genuinely cannot get your tile working, we will replace it or refund you in full.

Refund timelines

Approved refunds are processed to your original payment method within 5-7 working days of approval, or of the returned item reaching us where a return is required. Your bank or card issuer may take a further 3-5 working days to credit the amount.

How to raise a request

Email support@1stopfinds.com with your order number, a short description of the problem, and photos where relevant. We respond on the same working day.