Returns

This is a demo policy. Glaze & Grid is a fictional shop. No orders are taken, so there is nothing to return. This page shows how a tile shop can set out its returns. Time limits marked "sample" are made up for the demo.

Unused boxes

• You can return full, unopened boxes within 30 days of delivery (sample).
• Keep the box label. It shows the shade lot, so the box can go back with its lot.
• We refund what you paid for those boxes within 14 days of getting them back (sample).
• You can send the boxes back yourself, or we collect them at our normal delivery rates.

What we can't take back

• Opened boxes and loose tiles, unless the tiles are faulty
• Cut samples and sample boxes
• Opened bags of adhesive or grout, and opened packs of clips
• Trims that have been cut
• Zellige-style tiles from a batch made for your order (sample)

Check before you fix

Open a few boxes before you start. Lay tiles from each box side by side in daylight and check the colour, size and finish. Once a tile is fixed, we treat it as accepted.

Shade and natural variation

• Two shade lots can differ a little in tone. That's why we send one lot per tile where we can, and the calculator warns you when one lot isn't enough. A difference between lots is not a fault.
• Natural stone varies from piece to piece. The zellige-style tiles are glazed by hand and vary in tone and edge, by design.

Damaged or wrong goods

• Write any damage on the delivery note and send us photos within 48 hours (sample). We replace the boxes, from the same shade lot if it still has stock, or refund them.
• If we send the wrong item, we collect it at our cost and send the right one.

Trade accounts

The same rules apply. Refunds go back to your account as a credit.