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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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.

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NON-FAULTY ITEMS

 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. 

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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.

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  HOW TO RETURN ITEMS

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

  1. Contact me to let me know what's gone wrong and to work out how to proceed.
  2. Send pictures if your items are faulty or damaged  - I need these to claim on my postal insurance
  3. Package items to be returned in the the same manner as they were shipped, using the same appropriately protective layers.
  4. 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.

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 Please Click Here for information on Shipping Delays and Losses