Refund and cancellation policy

Film your unboxing — it makes everything faster

Please film a short video while opening your parcel. If anything arrives damaged, defective or incorrect, send us that clip and we'll issue a replacement or full refund immediately — no questions, and no return shipping cost to you. It isn't required, but it turns a claim into a two-message conversation.

Cancelling an order

You can cancel free of charge any time before your order is dispatched. Email team@1stopfinds.com with your order number as soon as possible. Once dispatched, an order can't be cancelled, but it may be eligible under the terms below.

Damaged, defective or wrong item

If your tile arrives damaged, defective, or isn't what you ordered, contact us within 7 days of delivery with your order number and photos or video. We'll arrange a replacement or a full refund, whichever you prefer, at no cost to you.

Change of mind

Each tile is finished by hand to order, so we're unable to accept returns simply because you changed your mind. Please read the product details and the setup guide before ordering so you know exactly what you're getting and what it needs to work.

What isn't covered

• Damage caused by dropping, crushing, water, or attempts to open the tile.
• Difficulty configuring the third-party app on your phone. That's a setup issue rather than a product defect — and we'll help you solve it, see below.
• Change of mind, or ordering the wrong model when the correct one was available.

If setup isn't working

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

Refund timelines

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

How to raise a request

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