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We currently only ship to Spain, Portugal, France, Italy and Greece if you are outside of this area please email hola@artisanceramica.com for a quote.

Samples in Stock and Free Delivery | Contact us here
Samples in Stock and Free Delivery
Contact us here

Refund policy

Returns & Refunds

Return Eligibility:

  • Notification within 14 calendar days of delivery is required to be eligible for a refund. A further 14 days is allowed for returning the order.

Return Conditions:

  • Applies to stock items only. Specially ordered items are not eligible for return.

Return Process:

  • Use the return form to request a return.
  • Goods must be returned to the main distribution warehouse, not the head office.
  • The customer pays any return costs.
  • Complete boxes of tiles in saleable condition can be returned.

Refund Deductions:

  • A re-stocking charge may apply, along with the original delivery charge and return costs (if arranged by Artisan Ceramica).

Refund Processing:

  • Inspections of returned goods are conducted, and refunds are processed as a priority. It may take up to 14 days for administration and an additional 3-5 days for credit/debit card transactions.
  •          Refunds are processed once the returned goods have been received and inspected.
    Goods must be in a resalable condition.
  •          We reserve the right to adjust the refund amount if returned goods are not fully resalable.
  •         Refunds are processed as a priority. Administration may take up to 5 working days.
  •         The maximum time to issue a refund is 60 days from receipt of the returned goods.
  •          Refunds to debit or credit cards may take an additional 3 to 5 working days to appear on statements.

Returns Policy Summary:

  •          Customers must tell us within 14 days of delivery if they want to return items.
  •          After notifying us, customers have a further 14 days to return the goods.
  •          Only stock items can be returned. Special order items cannot be returned.
  •          Return shipping costs are the responsibility of the customer.
  •          Returned tiles must be in a resalable condition. Original packaging should be used where possible.
  •          A €20 restocking fee may apply if repackaging is required.
  •          Refunds will be processed within 14 days of receiving the returned goods.

    This policy is designed to provide clear and comprehensive information to customers regarding shipping and returns, ensuring a transparent and customer-friendly approach.

    Please use the Contact Us form for returns