Refund & cancellation policy

1. Cancelling an order

An order can be cancelled free of charge at any time before it is dispatched. Contact us with the order reference as soon as you can; dispatch happens within 24 working hours, so speed matters.

Where the order has already been dispatched, it cannot be cancelled and must be handled as a return under clause 2. Refusing delivery of a correctly supplied consignment is treated as a cancellation after dispatch, and the actual freight cost incurred may be deducted from the refund.

We may cancel an order ourselves — with a full refund and an explanation — where the material is unavailable, the pincode turns out not to be serviceable for that consignment type, a pricing error is identified, or the order fails our verification checks.

2. Returns window

Unused material may be returned within 7 days of delivery, provided it is:

• in its original, unopened packaging, with seals, straps and labels intact;
• unused, uninstalled and undamaged;
• complete, including any fittings, fixings, manuals or accessories supplied with it;
• accompanied by the order reference.

Where a return is made for reasons other than our error, the actual return freight cost may be deducted from the refund. We tell you the amount before collection is arranged.

3. What cannot be returned

Some building materials cannot be taken back once opened, mixed or worked, because they can no longer be resold or guaranteed:

• Cement, adhesive, grout, putty, plaster and other bagged or bulk material once the bag or seal is opened
• Paint, primer, stain or coating that has been tinted, shaded or mixed to order
• Any item cut, drilled, mitred, fabricated or otherwise made to your measurements
• Material that has been installed, part-installed, laid, applied or used on site
• Products sold explicitly as clearance, end-of-batch or seconds, where this is stated on the product page
• Items where a hygiene or safety seal has been broken

This clause does not affect your rights where goods are damaged, defective or not what was ordered — see clause 4.

4. Damaged, defective or wrong goods

If a consignment arrives damaged, short, defective or different from what was ordered, we put it right at our cost — by replacement or by full refund, at your choice.

• Note the damage or shortage on the delivery docket before signing.
• Report it to us within 48 hours of delivery, with photographs of the damage and of the outer packaging.
• Keep the original packaging until the claim is settled.

Verified claims are settled without deduction, and return freight in these cases is at our cost. Breakage of tile, stone and sanitaryware in transit is covered here.

5. Batch and shade variation

Tiles, paint, stone and similar materials vary between production batches. This is normal manufacturing tolerance and is not treated as a defect.

We supply a single batch across one order wherever stock allows. For phased jobs, tell us at the first order and we will reserve the batch for the duration. Where you order the same product in separate orders over time without a reservation, a shade difference between them is not a returnable defect.

Screen colour is also not a guarantee of material colour. For large areas, order a single unit or a sample and view it on site before committing to the full quantity.

6. How to raise a return

1. Contact us with your order reference, the line you want to return, and the reason.
2. We confirm eligibility and tell you whether we are arranging collection or you are sending it back.
3. Repack the material in its original packaging so it survives the return journey.
4. Once it reaches us it is inspected, normally within 2 business days of receipt.
5. We confirm the outcome and issue the refund.

7. Refund timelines

The final leg depends on your bank or payment provider and is outside our control. If a refund has not reached you within 10 business days of us initiating it, contact us with the order reference and we will trace it.

8. Refund method

• UPI and online payments — refunded to the original payment source.
• Cash on delivery — refunded by bank transfer to an account you nominate. We will ask for the account number and IFSC in writing.
• Discounts and promo codes — refunds are calculated on the amount actually paid after the discount, not the pre-discount value.

Refunds are always made to the original payer. We do not refund to a third-party account.

9. Partial returns

You can return part of an order. The refund covers the returned lines at the price actually paid for them. Where a promotional threshold or discount applied to the whole order and the return takes the order below that threshold, the discount is recalculated on the retained lines.

Delivery is included in our prices rather than charged separately, so nothing is deducted for it on a return caused by our error.

10. Contact

To cancel, return or raise a claim, contact us with your order reference. If the outcome does not resolve the matter to your satisfaction, you can escalate it through our grievance officer.