Refund & Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at our support address. Please note that returns will need to be sent to our designated warehouse address. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and Issues

Damages can be defined as the following:

• Greater than 2-3% breakage at the time of shipping and handling
• Visible damages or hairline cracks on the body of the product
• Different color delivered than the original order
• Different design delivered than the original order
• Different finish delivered than the original order
• Differences in texture than in the actual product
• Visible pores on the body of the tile resulting from any human error in the manufacturing process
• Any other physical issues with the product

In case of any damages, kindly notify us immediately after receiving the shipment.

Exclusion Criteria for Damages Replacement

The following criteria must be met for us to accept the return as valid:

• Images and videos must be shared at the time of the replacement request
• The above-listed damage clause is met

Inclusion Criteria for Invalidating Replacement Requests

The following criteria are clear grounds for any replacement request to be declared invalid:

• Manhandling and mistreatment of the original packaging
• Lapsed replacement period
• Unfitting or incorrect use of the product
• Damages caused by mishandling
• Damages resulting from substandard installation practices
• Color variations resulting from different lighting installations
• Aesthetic reasons, or minor color and size variations from sample
• Physical or chemical negligence during installation
• Negligence in installation or mishandling during installation
• Wear and tear over time
• Damages resulting from any inaccurate use of the product or erroneous maintenance
• Grouting errors

Batch Variation

Batch variation refers to the variations in the colors and tones of the tiles. These differences arise due to natural variations in the raw materials (even when procured from the same location) and are completely standard in the manufacturing process. The highest degrees of variation occur in full body vitrified tiles. Therefore, we recommend that the entire order is placed at once so we can ship your order from the same batch.

Samples

All the samples ordered by the customer will be non-payable and free for 24 hrs on sizes up to 1200mm X 600mm. Samples above the size of 1200mm X 600mm will be paid by the client. Any damage incurred by the client during sample inspection will be paid by the client.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-day Cooling-off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund, too.

If more than 15 business days have passed since we’ve approved your return, please contact us at our support address.