Returns and breakage
How we handle material that arrives broken, faulty or wrong — and what we can't take back.
If it arrives damaged
Tile and stone travel by road on pallets. A small amount of transit breakage is normal in this trade, and we price for it — but it is our job to get your order to you in usable condition, not yours to absorb.
- Up to 2% of an order, or one box — whichever is greater — is treated as normal transit breakage. This is why we ask you to order a wastage allowance, and it is the reason for the industry standard of 1–2% on palletised ceramic.
- Above that, we replace the broken material free. No deduction, no restocking fee, no freight charge to you.
- The one-box floor matters on small orders: on a five-box order, one broken box is covered.
Send us the unboxing video
We replace on the strength of one continuous, unedited video of the material being opened. A photograph can show that a tile is broken; it cannot show when it broke, and that is the question a claim turns on.
- Start filming with the pallet or cartons still sealed, then open them on camera and show the damaged pieces.
- One take. No cuts, no edits, no stills.
- You do not need to film every box in a large order — the sealed packaging, the opening, and the damage is enough.
- Send it within 48 hours of delivery, by WhatsApp or email, with your order number.
We tell you this when your order is dispatched, so you know to film before you open anything. If you didn't film it, tell us anyway. A video means we approve the replacement immediately; without one we'll still look at your claim, it just takes a conversation.
If it's faulty, not broken
A manufacturing defect — warping, glaze faults, a batch that doesn't match its own sample — is a different thing from transit damage, and no percentage applies. If the material is defective we replace it, however much of the order is affected.
If we sent the wrong thing
Tell us within 48 hours. We collect the wrong material at our cost and deliver the right material as a priority. You pay nothing.
If you've changed your mind
We can't take material back because a decision changed. Boxes are picked and mixed to your order, slabs and panels are cut to size, and the freight on returning a pallet is a significant cost on its own.
Order a sample first. We refund the cost of samples against your order when you buy the material. A ₹99 sample under your own lighting settles a question that a photograph on a screen cannot.
Return freight
Where a return is agreed and the fault is not ours, you arrange and pay the return freight, and the material has to reach us in its original packing. Where the fault is ours — damage, a defect, or the wrong item — we collect at our cost.
Replacements and refunds
- We replace with the same material wherever we can. Tile is made in batches, so we will tell you if a replacement comes from a different batch and let you decide.
- If we can't replace it, we'll agree an alternative with you or refund that part of the order.
- Refunds go back to the original payment method within 5–7 working days.
Making a claim
WhatsApp or email us with your order number, the video, and a line about what's wrong. [TO CONFIRM: support WhatsApp number and email]
We acknowledge every claim within 48 hours and resolve it within 30 days, in line with the Consumer Protection (E-Commerce) Rules, 2020. If you're unhappy with the outcome, our grievance officer is listed on the grievance redressal page.