Returns, Damage & Refund Policy
Tiles are heavy, fragile and produced in batches, so returns and damage need a clear process. This policy sets out that process. Deadlines and terms marked as placeholders will be finalised by the business owner and updated here.
Inspecting Your Delivery for Damaged Tiles
Inspect cartons at the time of delivery. Count boxes against the delivery challan, confirm product codes and shade markings, and open a sample of cartons. Photograph any visible breakage or shortage immediately, and write it on the delivery challan before signing. Claims are far easier to resolve with delivery-day photographs and a challan note.
Damage Claims
- Report damage with photographs and your order details within [PLACEHOLDER: claim deadline, e.g. 48 hours] of delivery.
- Do not fix or discard damaged tiles until the claim is assessed.
- Where transit damage is confirmed, the resolution is replacement of the damaged quantity or a refund for it, according to the terms confirmed with your order.
- Damage caused after delivery — during storage, handling or fixing on site — is the responsibility of the buyer and their contractor.
Cancellations
An order may be cancelled before procurement or dispatch has taken place. Once goods have been procured from the supplier or dispatched, cancellation depends on the stage reached and any costs already incurred; this is explained honestly at the time. Special-order products procured specifically for your project may not be cancellable after procurement.
Returns
Unopened, full cartons in resalable condition may be considered for return where the order terms allow it, subject to inspection and any transport costs. Loose tiles, part cartons and tiles already fixed cannot be returned. Shade or batch variation within normal manufacturing tolerance is not a defect; if replacement tiles are needed later, batch matching cannot be guaranteed, which is why ordering spares with the original order is recommended.
Refunds and Replacements
Delivery arrangements behind every claim are described in the Delivery & Shipping Policy. Approved refunds are processed to the original payment method within [PLACEHOLDER: refund processing window]. Approved replacements are dispatched once the claim is accepted and stock is reconfirmed. This policy does not limit any rights you have under applicable Pakistani consumer protection law.