Return instructions
Before returning any products, please read our contract and delivery terms. We can only accept your return if the products are returnable.
Returnable products
Please make sure that:
- the products are in their original packaging
- the products and packaging are undamaged
- there are no extra markings on the packaging, such as marker pen.
The following products cannot be returned:
- products that require heated transport
- factory-ordered and made-to-measure products
- products sold by the metre (such as glass fibre mesh)
- tile trims
- installed plumbing and electrical products (such as taps).
For returnable products, we refund a maximum of 80% of the purchase price. Refunds for products purchased from our online service follow the return policy set out in our delivery terms for distance selling.
Packing your return
Products must be packed and transported carefully. Please make sure that tiles are packed as shown below.
10 x 10 cm tiles and mosaics: boxes can be stacked flat on top of each other.
Tiles larger than 10 x 10 cm: boxes must be stood upright on their long edge.
Inspection and rejected returns
We reserve the right to inspect returned shipments. A return may be rejected if the conditions above are not met. Rejected returns are kept for one week, during which the customer may collect the products if they wish.
Recycling charges
Returned products that cannot be resold are recycled in accordance with laws and regulations. We charge €0.30/kg (incl. VAT) for the recycling service, and this charge is deducted from the refund. For products classified as hazardous, an additional handling fee based on the actual costs is charged.
If you have any problems, please contact our customer service.