Your cart


Your cart is currently empty.



Return & Refund Policy

Return policy

Return Process for Change of Mind

1. Initiate Return Request

If you wish to return a product due to a change of mind, please contact our customer support team within 14 days of receiving your order. You can reach us via email, phone, or by submitting a return request through our website. Kindly provide your order number and details of the item you wish to return.

2. Product Eligibility Check

Our team will assess the eligibility of the product for return based on our return policy. Please note that certain items may not be eligible for return due to hygiene reasons or other factors.

3. Return Authorization

Once your return request is approved, we will provide you with a Return Merchandise Authorization (RMA) number and instructions on how to proceed with the return. This may include packaging the item securely and using a tracked shipping method.

4. Return Shipping

You will be responsible for the cost of return shipping for change of mind returns. We recommend using a tracked shipping method to ensure the safe return of the item.

5. Inspection and Refund

Upon receiving the returned item, our team will inspect it to ensure it meets our return policy criteria. Once approved, we will process your refund within 5 working days. The refund will be issued to the original payment method used for the purchase.

6. Confirmation Email

You will receive a confirmation email once your return has been processed and the refund has been issued. This email will include details of the refund amount and any other relevant information.

Return Process for Faulty Goods

1. Contact Customer Support

If you've received a faulty product, please contact our customer support team immediately. You can reach us via email, phone, or by submitting a support ticket on our website. Kindly provide your order number and details of the fault.

2. Assessment of the Issue

Our customer support team will assess the issue based on the information provided by you. Additional details or evidence such as photographs or videos of the fault may be requested for a thorough evaluation.

3. Resolution Options

Depending on the nature of the fault and our policies, we offer the following resolutions:

  • Replacement: We will send you a replacement product free of charge.
  • Repair: If the fault is minor and repairable, we will arrange for the product to be fixed.
  • Refund: If a replacement or repair is not feasible, we will provide a full refund for the faulty item.
  • Store Credit: Alternatively, we can offer store credit that you can use towards a future purchase.

4. Return Instructions

If a return is required, we will provide you with detailed instructions on how to return the faulty item. This includes information on packaging the item securely and using a tracked shipping method.

5. Return Shipping

In most cases, we cover the cost of return shipping for faulty items. You will receive a prepaid shipping label or arrangements for a courier to collect the item from your address.

6. Processing Time

Upon receiving the returned item, our team will inspect it to verify the fault. We aim to process returns promptly, and you will be notified of the outcome via email.

7. Resolution Confirmation

Once your return is approved, we will proceed with the agreed resolution (replacement, repair, refund, or store credit). You will receive confirmation of the resolution and any associated actions.

8. Follow-Up Support

For any further questions or concerns about your return or replacement, our customer support team is available to assist you. Feel free to reach out to us at any time.

We are committed to making the return process as smooth and hassle-free as possible for our customers. Thank you for your understanding, and we apologize for any inconvenience caused by the faulty product.


Return Policy: Customer Responsibility for Damaged Goods

Checking for Damages Upon Delivery

Customers are responsible for inspecting all delivered products for any damages or defects upon receipt. Upon delivery, please thoroughly examine your package for any visible signs of damage, such as dents, tears, or leakage.

Reporting Damages

If you discover any damages or defects, it is essential to report them to us immediately. Please contact our customer support team within 48 hours of receiving your delivery to report any issues. We may request photographic evidence of the damages to assist with our assessment.

Acceptance of Damages

Please note that we cannot accept responsibility for damages reported more than 48 hours after delivery. It is crucial to notify us promptly so that we can address any issues and resolve them to your satisfaction.

Custom Items and Measurements

Please be aware that any items made to measure or custom-cut cannot be returned unless they are found to be faulty or defective. Additionally, we do not accept returns for additional tiles or products that were ordered beyond the required amount. It is the customer's responsibility to measure accurately and ensure they order the correct quantity of tiles or custom items.

Return Procedure

In the event of damages reported within 48 hours of delivery, we will work with you to arrange for the return or replacement of the damaged item(s) as per our return policy. Returns must comply with our return authorization process and meet the conditions outlined in our return policy.

Compliance with Return Policy

Customers are required to adhere to our return policy, including the specified time frames and conditions for reporting damages. Failure to comply with our return procedures may result in delays or denial of the return request.