Returns and Refunds

Returns and refunds

Zenporcelain Ltd wants you to be happy with your tiles. Contact contact@zenporcelain.com with your order number to arrange a return. We will provide the correct warehouse address and instructions. Please check the return address with us before dispatch.

Changing your mind about an online order

If you are buying as a consumer, you normally have 14 days from delivery to tell us you wish to cancel, followed by a further 14 days to send the goods back. You may inspect goods as you would in a shop. Handle tiles carefully and retain packaging to protect them in transit.

We will refund returned goods and, when you cancel the entire order, standard outward delivery. The additional cost of an upgraded delivery service is not refundable. Refunds use your original payment method and are made within 14 days of receiving goods back or evidence of return, whichever is earlier. A deduction may apply for loss in value from handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. No restocking fee applies to statutory cancellations.

You pay direct return transport costs for change-of-mind returns, provided this was disclosed before purchase. Tiles may require pallet transport and cannot normally be returned by post. Contact us before ordering for a return transport estimate for your location; the outward delivery price is not a guaranteed return price.

Additional 30-day tile return option

You can request a return of standard tile products within 30 days of delivery. Outside the statutory cancellation period, this additional option covers complete unused, undamaged boxes in original packaging and resaleable condition. Contact us within 30 days and return goods within 14 days of our instructions. You pay return transport. This additional option does not limit statutory rights.

Damaged, faulty or incorrect goods

Please inspect deliveries and, where possible, report visible breakages within 48 hours with photographs of the goods and packaging. Prompt reporting helps us investigate; it does not remove your rights if a fault is reported later. Do not install tiles that appear damaged or incorrect. Faulty or misdescribed goods may qualify for a refund, repair or replacement under consumer law, including the short-term right to reject within 30 days where applicable. We cover reasonable return costs for faulty, damaged or incorrect goods for which we are responsible.

Special orders, accessories and sale items

Sale goods have the same statutory rights as full-price goods. Ordering an item specially from a supplier does not by itself remove cancellation rights. An exception may apply to goods made to your specifications or clearly personalised; we explain any applicable exception before purchase. Adhesives, grouts, trims and other accessories retain statutory cancellation and fault rights, but are not covered by our additional 30-day tile option.

Shade variation and packing

Colour, veining and texture can vary naturally. Check goods and batches before installation and order enough together where possible. This does not exclude rights where goods are faulty or misdescribed. Pack returns securely, preferably using original boxes and pallets. Include your order number and keep proof of dispatch. A return reference helps processing but is not a condition of statutory cancellation.

Email contact@zenporcelain.com or call 07586 799 070 for help.