Terms of service

Terms and Conditions

Delivery

Upon delivery, review the shipment for accuracy, including quantity, quality, colour, and any shipping damage. Contact us immediately if any issues arise, providing photos illustrating the damage. Note any visible damage on the freight carrier delivery receipt. All other claims must be submitted in writing within 7 days of receipt.

Estimating

We assist with order/invoice estimates, but all quantities must be confirmed by the contractor or installer. We are not responsible for discrepancies in material ordered. Additions or changes may cause delays. We recommend adding 10% waste for all patterns.

Orders, Returns, and Cancellations

All patterns are custom-made, and orders are non-cancellable with non-refundable deposits. Production lead time is approximately 8 weeks from the date of payment clearance and excludes transit time. Do not schedule installation until you receive the materials. We do not accept project leftovers for return. Items damaged due to improper storage are also not returnable and are not covered by our warranty.

Payment Terms

Depending on product lead time and quantity, up to 100% and never less than 50% of the total amount is due upon order placement. The balance must be paid before shipping. Shipping costs are borne by the purchaser. All shipments are trackable and insured for the full purchase amount.

Installer/Owner Responsibility

Our products are handcrafted, and variations in colour, texture, size, and finish are to be expected. These are not considered defects but unique characteristics of our tiles. Inspect all products for quality before installation. Use a professional installer with experience in handmade tiles. Blending tiles before installation is recommended to achieve the best results.

Installation constitutes irrevocable acceptance of the product. Questions or concerns must be resolved before installation, as we are not responsible for issues arising from installation, sealing, or refinishing. Variations, including crazing (cracking in the glaze), are natural and do not affect durability.