Just to answer some of the questions, the tiles and matting were bought over the phone and paid for in advance. You only find out about their returns policy when you read the receipt.
It's not on their website or brouchures and was not mentioned at the time of order.
Other tile places I've bought from always say to bring back unopened stuff within 14 days, which is why I thought it was common practice to take back stock items.
The tiles are thier most common seller, so nothing wierd or difficult to sell.
Interestingly, they sell the matting in 30m, 10m and 5m rolls. I needed 32m so I got sold 35m. I didn't know that until I found I had a load left...
They say they don't take back part rolls but don't seem to understand that an 11m part of a 30m is a 10m roll plus a bit!
I bought the materials and my tiler laid it all.
We both assumed they would take back unopened tiles.
The unopened tiles have been stored indoors and I wanted to return them within 14 days.
Why is there material left over? Well the matting comes in 5m increments (I have since found out). Tiles are opus/roman bond and come in preset packs of 4 shapes. 1 600x400, 1 200x400, 2 200x200 and 2 400x400 so it's tricky to calculate down to the last tile.
To be honest, it's the matting that's annoying me the most. There's £120 worth of it.
If 'naming and shaming' is forbidden, then feel free to delete the post. I think that Natural Stone & Timber should make their non return policy more obvious at the outset, especialy for a phone order and they should also tell you that if you want 31sq m of matting, you have to buy 35sq m of it.
If it is common practise not to accept anythnig back under any circumstances then fair enough...
