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.
FAULTY or DAMAGED ITEMS:
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 what you'd like me to do.
On faulty items, I offer prompt replacement or a refund as standard.
Your item/s were made to order. So although I do accept returns on made-to-order pieces, I reserve the right to charge a 25% restocking fee.
In other words, you'll get a refund of 75% of the purchase price once I’ve received the undamaged item/s back.
This is because all returned items have to be checked, photographed, and re-listed at a discount as 'ready-made' sets. (And also because I have to find somewhere to store them in the meantime!)
I operate a different policy with single tile samples. On individual tile samples, I will refund 100% of the purchase price of the tiles once they're back with me.
Shipping is non-refundable.
USE CONTRARY TO GUIDELINES
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 or installing your item/s.
I can't refund items that have been used, or installed, contrary to their intended use or stated limitations.
HOW TO RETURN ITEMS
If you have items to return, please...
- Contact me to let me know what's gone wrong and to work out how to proceed.
- Send pictures if your items are faulty or damaged - I need these to claim on my postal insurance
- Package items to be returned in the the same manner as they were shipped, using the same appropriately protective layers.
- Get proof of postage. I would strongly recommend a tracked service, as I can't refund items that go missing, or arrive damaged.
I will issue a refund as soon as the piece arrives back safely on my desk, but depending on your payment method, it may take several days for the refund to be processed.