Returns Policy
Refunds and Returns
Welcome to our Refunds and Returns Policy page. We value your satisfaction and want to ensure that your experience with us is as seamless and transparent as possible. This policy outlines the guidelines and procedures for refunds and returns, so you can shop with confidence, knowing your rights and our commitment to customer service.
We hope you’ll be satisfied with your purchases from us. However, if you wish to return Products, you can exercise your legal right to cancel as shown in clause 9.2 here.
In the event that you receive damaged or incorrect tiles, it is essential to notify us within 2 working days of the delivery. A Company representative will respond to your notification within two working days to engage in a discussion regarding potential refunds and/or to schedule the earliest possible delivery date for any replacement orders (contingent on stock availability at that time).
To initiate the cancellation of the Contract between you and us, you must notify us of your intent within 14 days following the delivery of your Products. The cancellation period will conclude 14 days from the day you received the goods. Please communicate your decision in writing or through email at enquiry@emporiosurfaces.com.
Returns can only be accepted for your entire, unopened order of Products. We cannot accommodate returns for partial orders or unwanted packs.
When opening and repacking Products for return, please exercise care with the original packaging. We can only provide refunds for undamaged products that are in a resalable condition and within their original, unopened packaging.
We will reimburse you for all payments received, including the original delivery cost. Please note that you’ll be responsible for the cost of returning the Products to us.
Refunds will be processed after the Products have been received and inspected in our warehouse. We endeavour to complete all reimbursements within 7 working days from the receipt of Products in our warehouse. Refunds will be issued via the original payment method.
Ensuring the Products are securely pallet-wrapped and ready for collection on the agreed date is your responsibility.
Should you wish for the Company to organize the collection of the Goods, a charge may apply. It is advisable to verify this charge prior to making a collection request. When loading returns onto your selected transport company’s vehicle, it’s recommended to take photographs of the goods before loading and to have the driver acknowledge the condition of the goods. It is important to understand that any damage occurring during transit by the transport company will constitute a contractual matter between you and the transport company directly. We will not assume any responsibility for resultant loss or damage in such cases.
All returns must be made within 14 days without exception. Instances of shortages, damages, and incorrect deliveries need to be communicated to Emporio Surfaces within two working days of receipt. Whenever feasible, these issues will be addressed within an additional five working days, contingent upon availability. Providing a copy of a signed Proof of Delivery (POD) is required for these cases.
Your satisfaction remains our priority.