Refund & Return Policy

Returns within 30 days

You can request a return within 30 days after you receive your item. The item must be unused, in its original condition and packaging, and have its tags if supplied. Keep your receipt or other proof of purchase.

To request a return, email astriva.surfaces@gmail.com. Wait for our instructions before you send the item. If we accept the return, we will give you the return address, a shipping label, and instructions. We cannot accept an item sent before you request a return.

Damage or an incorrect item

Tell us as soon as you receive a damaged or incorrect item. Send photos and videos with your request. We review issues such as:

• Breakage above 2–3% during shipping or handling.
• Visible damage, hairline cracks, or pores caused during manufacture.
• A colour, design, finish, or texture that differs from your order.
• Other physical defects in the delivered item.

When a damage replacement is not available

We may decline a replacement request if:

• You do not provide photos and videos, or the reported issue does not meet the damage conditions above.
• The request arrives after the applicable return or replacement period.
• The item or its packaging was mishandled, or the item was used incorrectly.
• Damage occurred during installation, grouting, cleaning, or maintenance.
• The item shows normal wear, a difference caused by lighting, or a minor colour or size difference from a sample.
• The request concerns appearance alone when the delivered item matches the order.

Batch variation

Tile colour and tone can vary between production batches. This is especially common with full-body vitrified tiles. Order the full quantity for your project together when possible so we can supply it from the same batch.

Samples

Samples up to 1200 × 600 mm are free for 24 hours. Larger samples are paid. You must pay for damage that occurs while a sample is in your care. See our Shipping Policy for sample delivery costs.

Exchanges

To exchange an item, request a return of the original item first. Once we accept that return, place a new order for the item you want.

Orders shipped to the European Union

If we ship your order to the European Union, you can cancel or request a return within 14 days without giving a reason. The item must meet the condition and proof-of-purchase requirements above.

Refund timing

We will tell you when we receive and inspect your return, and whether we approve the refund. If approved, we will refund your original payment method within 10 business days. Your bank or payment provider may need more time to show the refund.

If more than 15 business days have passed since approval, email astriva.surfaces@gmail.com.