Policies
Returns & Refunds
What can be returned, in what condition, and within what period.
Last reviewed
Draft for review
This page is prepared draft text and has not yet been reviewed by an attorney. It describes how we intend to operate, but it should not be relied on as a final statement of terms until this notice is removed.
Returns on building materials are more restricted than on most retail goods, largely because batch consistency and handling condition matter.
Generally returnable
Unopened, undamaged full boxes of stocked material in their original packaging, within the stated return period, with proof of purchase.
Generally not returnable
- Made-to-order and special-order material, including windows and doors made to a measured opening.
- Cut, installed, or partially used material.
- Opened bags of mortar, grout, or levelling compound.
- Custom-cut stone and fabricated pieces.
A note on batch matching
Order all the material for a project at once. Returning surplus and reordering later frequently produces a different batch, and the difference is usually visible in the finished floor.
Damaged or incorrect items
If material arrives damaged or is not what was ordered, contact us with photographs and we will resolve it. Note visible damage on the delivery paperwork at the time of delivery.
To be confirmed before launch
Return window in days, restocking percentage if any, who pays return freight, and the process for refund timing.