Return & Refund Policy

1. Inspection Before Acceptance

We strongly recommend that you:

• Inspect tiles upon delivery before signing the delivery note
• Check for correct quantity, size, color, and pattern
• Examine tiles for visible damage, cracks, or chips
• Note any discrepancies on the delivery receipt immediately
• Take photos of any damage as evidence

Important: Once you sign the delivery note without noting issues, it becomes difficult to process claims for damaged goods.

2. Returns – What Qualifies

Eligible for Return:

• Wrong Product Delivered: If we deliver tiles different from what you ordered
• Damaged in Transit: Tiles damaged during delivery (must be reported within 24 hours)
• Manufacturing Defects: Tiles with defects not visible at delivery but discovered before installation
• Quantity Errors: If we deliver more or fewer boxes than ordered

NOT Eligible for Return:

• Tiles that have been installed or fixed
• Tiles damaged after delivery (customer handling or storage)
• Tiles purchased on clearance or marked "final sale"
• Color variations within acceptable manufacturing range
• Tiles ordered in wrong quantities by the customer
• Change of mind after delivery has been completed
• Excess tiles from over-ordering (we recommend buying 10% extra for wastage)

3. Return Process

To initiate a return:

1. Contact Us Immediately: Within 24 hours of delivery for damage claims, or within 7 days for other issues
2. Provide Details: Order number, photos of the issue, and description of the problem
3. Await Confirmation: Our team will review and approve/decline the return request
4. Return Arrangement: If approved, we will arrange pickup or advise on return delivery
5. Inspection: Returned tiles will be inspected before processing refund/exchange

Return Conditions:

• Tiles must be in original, unopened boxes
• Tiles must be in resaleable condition
• Return must be authorized by our customer service team

4. Refunds

Refund Eligibility:

• Refunds are processed only for approved returns
• Order cancellations before dispatch: Full refund
• Wrong product or damaged goods: Full refund or replacement

Refund Method:

• Refunds are processed via the original payment method (M-Pesa or bank transfer)
• Processing time: 3-7 business days after return approval
• M-Pesa refunds are typically faster than bank transfers

Partial Refunds:

In some cases, partial refunds may apply:

• If only part of the order is returned
• If tiles are returned in less than perfect condition
• If return is due to customer error (restocking fee may apply)

5. Exchanges

We offer exchanges subject to:

• Stock availability of the replacement product
• Return of original tiles in resaleable condition
• Price difference payment (if exchanging for higher-value tiles)
• Refund of difference (if exchanging for lower-value tiles)

6. Order Cancellations

Before Dispatch:

• You may cancel your order for a full refund
• Contact us immediately to request cancellation
• Cancellation is only possible before the order leaves our warehouse

After Dispatch:

• Cancellation is not possible once tiles are in transit
• You may refuse delivery (return shipping costs may apply)
• Standard return policy applies

7. Special Orders

For special orders (tiles ordered specifically for you):

• Deposits are non-refundable
• Cancellation after order placement may result in forfeiture of deposit
• Returns are generally not accepted for special orders

8. Damaged Tiles – How to Report

If tiles are damaged upon delivery:

1. Do NOT sign the delivery note as "received in good condition"
2. Note "DAMAGED" on the delivery receipt with details
3. Take clear photos of the damage
4. Contact us within 24 hours via phone or WhatsApp
5. Do not dispose of damaged tiles until claim is processed

9. Contact Us for Returns

For return requests or questions:

• Phone: +254 713 117110
• WhatsApp: Chat with us
• Email: info@tilesmarket.co.ke

Please have your order number and photos ready when contacting us.