Is it possible to return or exchange tiles?
Short Answer
Tiles are made-to-order in batches and we don't accept returns or exchanges for change of mind - so please double-check the design, shade, size and quantity (with 10% wastage) before placing your order.
We DO replace tiles in two specific cases:
1. Wrong product delivered - if the tile delivered doesn't match what you ordered (different SKU, design, shade or size), let us know within 24 hours of delivery with photos and we'll arrange a prompt replacement.
2. Breakage above 10% of the order quantity - small transit breakage (2-3%) is normal and covered by your wastage buffer, but if more than 10% of the tiles arrive broken we replace the excess broken tiles free of charge. Send 4-6 clear photos within 24 hours.
Call +91-8121523945 or message us on WhatsApp to raise either case.
We DO replace tiles in two specific cases:
1. Wrong product delivered - if the tile delivered doesn't match what you ordered (different SKU, design, shade or size), let us know within 24 hours of delivery with photos and we'll arrange a prompt replacement.
2. Breakage above 10% of the order quantity - small transit breakage (2-3%) is normal and covered by your wastage buffer, but if more than 10% of the tiles arrive broken we replace the excess broken tiles free of charge. Send 4-6 clear photos within 24 hours.
Call +91-8121523945 or message us on WhatsApp to raise either case.
Detailed Explanation
Because tiles are heavy, fragile and supplied in shade-matched production batches, we're unable to accept returns or exchanges once an order is placed and delivered. We'd rather be upfront about this so there are no surprises - please double-check the design, shade, size and total quantity (including the recommended 10% wastage) before you confirm, and if you're unsure, order a sample tile or visit our Experience Centre first.
That said, we replace tiles in two specific situations where the problem is on our side:
Case 1 - Wrong product delivered
If the tile that arrives differs from what you ordered - different SKU, design, shade, size, finish or thickness - that's a mistake on our side and we put it right. To raise this:
1. Inspect the delivery against your order confirmation at the time of receipt.
2. Note the discrepancy on the delivery receipt before signing off.
3. Send us 4-6 photos (close-ups of the tile + the order/SKU label) within 24 hours of delivery.
4. We'll verify against your order and arrange the correct replacement promptly.
Case 2 - Breakage above 10% of the order quantity
Tiles can break in transit even with careful packing - the industry norm is 2-3% breakage per order, which is why we recommend buying with 10% wastage built in. That buffer covers normal transit damage and cutting waste during installation.
If, however, more than 10% of the tiles in your order arrive broken, that's beyond normal transit loss and we replace the excess broken tiles free of charge. The process is the same: inspect at delivery, note on the receipt, send 4-6 photos to our support team within 24 hours, and we'll arrange a replacement.
What we cannot accept:
1. Returns for change of mind, change of design, or 'doesn't match my expectations' - samples and store visits exist to prevent exactly this.
2. Claims raised after 24 hours of delivery (transit damage is hard to verify after the tiles have left the original packaging).
3. Damage caused after delivery (during storage, cutting, or installation by your fabricator).
4. Tiles that have already been laid or cut.
To raise either eligible case, call +91-8121523945 or WhatsApp us with the photos.
That said, we replace tiles in two specific situations where the problem is on our side:
Case 1 - Wrong product delivered
If the tile that arrives differs from what you ordered - different SKU, design, shade, size, finish or thickness - that's a mistake on our side and we put it right. To raise this:
1. Inspect the delivery against your order confirmation at the time of receipt.
2. Note the discrepancy on the delivery receipt before signing off.
3. Send us 4-6 photos (close-ups of the tile + the order/SKU label) within 24 hours of delivery.
4. We'll verify against your order and arrange the correct replacement promptly.
Case 2 - Breakage above 10% of the order quantity
Tiles can break in transit even with careful packing - the industry norm is 2-3% breakage per order, which is why we recommend buying with 10% wastage built in. That buffer covers normal transit damage and cutting waste during installation.
If, however, more than 10% of the tiles in your order arrive broken, that's beyond normal transit loss and we replace the excess broken tiles free of charge. The process is the same: inspect at delivery, note on the receipt, send 4-6 photos to our support team within 24 hours, and we'll arrange a replacement.
What we cannot accept:
1. Returns for change of mind, change of design, or 'doesn't match my expectations' - samples and store visits exist to prevent exactly this.
2. Claims raised after 24 hours of delivery (transit damage is hard to verify after the tiles have left the original packaging).
3. Damage caused after delivery (during storage, cutting, or installation by your fabricator).
4. Tiles that have already been laid or cut.
To raise either eligible case, call +91-8121523945 or WhatsApp us with the photos.
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