Refunds & Exchanges
I want you to be 100% delighted with your purchase. So if for any reason you are not, in the first instance, please let me know!
Below you'll find my general Returns and Refunds policy.
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RETURNS:
FAULTY ITEMS: Almost everything I sell is made by my own fair hand, 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. I will of course replace or refund items that arrive damaged, don't arrive at all, or are surplus to requirements.
However, I'm not Amazon! Almost all of my pieces are made to order, and I don't have much space to store returned items. So although I do accept returns on non-faulty made-to-order items, I reserve the right to 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 safely.
In the first instance, contact me and we can work it out.
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COLOUR & DESIGN VARIATION is a natural part of the making process, particularly between batches. For instance, tiles bought at different times are very unlikely to be identical and may be markedly different.
I reserve the right to change designs and colourways without notice.
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PLEASE READ THE LISTING THOROUGHLY and take note of the care instructions / useage guidelines before using your item. 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. Intense heat / flame / abrasives / chemical cleaners may harm decorative finishes.
No responsibility will be taken for items used or installed contrary to guidelines.
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SHIPPING CHARGES are non-refundable unless it's a result of my error. And if you’re returning a piece that isn't faulty, you're responsible for organising and paying for return postage.
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 but it may take several days for the refund to be processed.
