Customer Returns & Refund Policy

The Buyer can cancel their order within five days of receipt. Cancellations should be made in writing to our postal address, or via email to bens.terracotta@gmail.com. If that is not possible, then a cancellation can be made over the phone. In the event of a cancellation, a refund for the Goods will be given less 25% restocking fee, and the original delivery costs will also not be refunded. Refunds for cancellations will only be processed once the goods have arrived at the Company address, and have been fully inspected and deemed to be in a resaleable condition. The Company reserve the right to amend the amount refunded based on the value of the resaleable goods.

In the event of a cancellation, the goods must be returned to the Company. The cost for returning the goods is the responsibility of the Buyer. The goods must be returned in a resaleable condition, therefore the Buyer must ensure that the packaging is suitable for the safe return of the product. The cost for any additional packaging will be the responsibility of the Buyer. The Buyer should return the goods in person or use conventional haulage services.

If the original packaging has been opened or is deemed by the Buyer to require improvement for the safe return of the goods, it is the responsibility of the Buyer to re-pack the goods at their own cost. The Company will not accept any costs for the re-packing of the goods, in any circumstances.

If the Buyer cancels the order after despatch, but before actual delivery, the Buyer will be expected to accept delivery of the goods and take responsibility for the return of the goods to the Company. A refund will be issued as per the statement above (ie. with a 25% re-stocking fee), once the goods have been received and inspected by the Company, and confirmed to be in a resaleable condition. The Company will not accept any costs for delivering, re-packaging or returning the goods under any circumstances.

If the Buyer purchases pre-sealed tiles, there is no refund (ie. zero refund) for the pre-sealing aspect of the tiles. The labour and material costs of pre-sealing the tiles are non-refundable, and any refund will only be for the original, unsealed tiles, minus a 25% handling charge.

Refunds will be processed as quickly as possible, but may take up to 5 working days to complete. The maximum time period to refund any monies will not exceed 21 days after the receipt of the returned goods by the Company.

After seven working days from delivery, if the Buyer wishes to cancel their order, this will be considered a Return, and is covered by our Returns Policy, which is outlined below.

Returns Policy

The customer has the right to return goods if they are not happy with the goods they have received. The goods must be returned in their original packaging to our company address, and the customer is responsible for arranging the transport and insurance of the goods. This must be done no more than 10 working days of receiving the order. Refunds will be processed as per the statement above, less a 25% re-stocking fee, and the original delivery and return costs will also not be refunded.

Pre-sealed tiles can be returned, but there is no refund for the costs (ie. labour and materials) of pre-sealing the tiles. Any agreed refund will only be for the original, unsealed tiles, minus a 25% handling charge.

Damages & Incorrect Goods : If you receive damaged or incorrect tiles (eg. the wrong size or design), you must inform us within 3 days of delivery. We will send replacement goods as quickly as possible, or a refund for the Goods will be issued less the original delivery cost and a 25% re-stocking fee. The customer is also responsible for arranging and paying for the return of the goods to our company address.