Returns, Refunds & Exchanges

I want you to be 100% delighted with your purchase. So if for any reason you are not, please let me know! 

Below you'll find my general Returns, Refunds and Exchanges policy.

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Returns: FAULTY or DAMAGED ITEMS

Almost everything I sell is made by me, in my home studio, and I am extremely careful with quality control.  However with the best will in the world, the odd “wrong ‘un” may slip through the net. And breakages and losses do happen in transit.

If you find there's a problem with your order, please contact me within 7 days of delivery

Let me know what's happened and we can work it out.

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Returns: NON-FAULTY ITEMS 

Everything I sell is made to order, and I don't have space to store returned items.

So, although I am happy to accept returns as a courtesy, I charge a 25% restocking fee on non-faulty items.

In other words, you'll get back 75% of the purchase price once I’ve received the undamaged item/s back.​ 

You are responsible for returning the item/s safely, preferably in their original packaging. P&P is non-refundable.

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COLOUR & DESIGN VARIATION

This is a natural part of the making process, particularly between batches.

For instance, tiles bought from different batches at different times may be markedly different.

Even items made on the same day may be subtly different due to the nature of the materials I use.

If it's vital that the pieces are identical, please let me know and I'll see what I can do!

Designs, colourways and available options may change without notice.

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PLEASE READ THE LISTING THOROUGHLY

Intended use and limitations are clearly stated in the listing. For instance,  intense heat / flame / abrasives / chemical cleaners may harm decorative finishes.

Take note of the care instructions / useage guidelines before using your item/s. If you’re not completely happy, return your purchase to me for a refund.

I can't refund items that have been used, or installed, contrary to their intended use or stated limitations.

No responsibility will be taken for items used or installed contrary to guidelines. 

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SHIPPING CHARGES are always non-refundable unless it's a result of my error. 

I cannot refund items that go missing on the way back, or arrive damaged. So please repackage the item in the same way it was sent, using the same packaging materials. And get proof of postage!

If it's a more expensive item, you might want to consider getting a tracked and signed service to make sure it gets back to me safely – I can only reimburse you when the piece is on my desk.

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​If you have items to return, please... 

1. Contact me to let me know what's gone wrong.

2. Package items to be returned in the the same manner as they were shipped using the same appropriately protective layers.

3 Get proof of postage.

I will issue a refund as soon as the piece arrives back safely on my desk but it may take several days for the refund to be processed.