Refund and Returns Policy

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Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

What is your return policy?
If you are not happy with your tiles, they may be returned but there are some restrictions. Returns will not be accepted without our prior approval. If you want to return an order you must contact us prior to shipping it back to get a refund. Because your order is custom designed just for you we must charge a 25% restocking fee on all returned orders. Refunds are given only if the tiles are returned in their original and new condition. Tiles that are damaged or in any way altered from the way they were shipped may not be returned. All returned orders must be shipped back to us, insured to their retail value, and within 10 days from the date you received them.

What happens if my tile is damaged during shipping?
If your tiles arrive damaged, you must notify us within 24 hours of receiving your tiles. We will re-make your tiles and ship them to you at our expense. You must keep the damaged items and all packaging material for shipper’s inspection and pick up as we will make a claim with the shipper. All orders that are shipped fully insured.

My tiles arrived fine but then I broke a tile that was part of a mural. Can you replace the tile I broke?
Tiles that are broken or damaged by you can be replaced. You would need to pay the shipping costs for the replacement tiles. All mural tiles have a number on the back of the tile. Please provide to us the number on the back of the tile that needs to be replaced.

I have some questions and I’d rather speak to someone. How do I speak with someone?
If you have questions we would love to hear from you. You can give us a call at 01502 514196. If you prefer that we call you just send us an e-mail with your name, phone number and a good time range to call you and we will call you. It would be our pleasure to speak to you and assist you in finding the perfect design for your home.

Refunds

I’ve placed an order and now I need to cancel it. What do I do and will I be charged?
Although completing and submitted the order form is an authorisation for us to charge your credit card for your order, if we have not started making your tiles for you than your order may be cancelled without charge or penalty. Once we have started to make your tiles for you than a 25% restocking fee will be imposed. This charge is necessary to partially off-set our time and costs of the materials used in creating your tiles. Since every order is custom made to your specification it is rare that we receive a request for the same exact order as anyone else. If an order is cancelled after we have begun making the tile, there is little chance anyone else would place an order for the exact same design on the exact same tile color and finish and so there is little chance that we could re-sell the cancelled order. If you need to cancel an order, just let us know ASAP and if we have not started to make your tile, you will not be charged anything.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at {email} for questions related to refunds and returns.