Delivery and Return Policy

Delivery Policy

• Shipping and Delivery: Delivery takes 3 to 7 days depending on the nature of the products and the delivery area.
• Order Confirmation: After completing the purchase, the company will attempt to contact the customer three times within five business days to confirm the order.
• Order Cancellation: If the customer cannot be reached or does not respond, the order will be canceled after five business days from the payment date. The payment amount will be refunded to the customer using the same method of payment within 7 to 14 business days, according to the applicable banking rules.
• Warehouse Pickup: If the customer opts to pick up the order from the warehouse, the order will be prepared within 24 hours.

Exchange and Return Policy

1. Product Inspection: Upon receiving the products, the customer must inspect the size, color, quantity, type, and ensure they are free from any damage or breakage before signing the delivery receipt provided by the company’s delivery representatives. The company will not be held responsible for any issues after the delivery receipt is signed without remarks.
2. Return and Exchange Period:
   • The return and exchange period is 3 days for purchases made through the company’s website, starting from the date of invoice issuance.
   • No return or exchange requests will be accepted without the original purchase invoice.
3. Product Condition:
   • Products must be in the same condition as purchased, unused, undamaged, and free from breakage.
   • Products must be returned in their original packaging, including all accessories and promotional items received with the purchase.
   • The company reserves the right to accept or reject the return or exchange request.
4. Return Procedure:
   • The customer is responsible for transporting the items to be returned or exchanged to the company’s warehouse at their own expense during warehouse working hours.
   • Returns will not be accepted at stores or retail outlets.
5. Excluded Products:
   • Products sold as the last item in a promotion or those sold without packaging are not eligible for return, exchange, or warranty.
6. Refund Process:
   • Refunds for canceled or returned items will be made to the same bank account listed on the purchase invoice within 7 to 14 business days, in accordance with banking regulations.
   • The customer is solely responsible for ensuring that their bank account matches the name on the purchase invoice. If there is a mismatch, the refund process will be halted until corrected by the customer.
7. Defective or Damaged Products:
   • Defective or damaged products will only be replaced if repair is not possible. The company is not responsible for damages or defects caused by improper installation, use, or storage by the customer.
   • Damaged items can be exchanged within 3 days of receipt, provided the original invoice is presented, and the item is returned in its original packaging. No exchanges for damages will be accepted after the specified period.
8. Unavailability of Products:
   • In rare cases, if the purchased product is unavailable due to inventory discrepancies or technical errors, the company reserves the right to cancel the order and refund the amount to the customer. The customer will receive an official email notification regarding this.
9. Special Conditions:
   • Adhesives, grout, and cleaning materials can only be returned within 3 days of receipt, provided they are in their original condition, unused, and not exposed to sunlight or moisture, and not expired.
   • Shipping fees are non-refundable, and customers are responsible for the cost of returning products, whether in whole or part.
10. Delivery Location:
    • Products delivered by the company will be dropped off at the building entrance as provided by the customer. The company is not obligated to transport items inside the building.
11. Defective Products Notification:
    • For tiles or sanitary products with defects such as warping, size variations, or color discrepancies, customers must notify the company within the return period specified above and before installation or use. Products must be returned in their original packaging. If the product is used or the company is not notified within the specified period, the customer forfeits the right to return or exchange.
    • The company’s quality control department will determine whether the product has a defect. If a defect is confirmed, replacement will be provided. If no defect is found, the customer bears the transportation costs.
12. Delivery Confirmation:
    • The customer or their representative must sign the delivery receipt. Signing the receipt confirms that the customer acknowledges full and correct delivery. If delivered to someone who appears to be affiliated with the customer (e.g., a staff member or representative), they must sign, provide their name, and ID number on the delivery document.
13. Design Services:
    • For engineering designs created by the company, refunds are not permitted after delivery. Any modifications requested by the customer will incur additional charges. Designs that have been delivered cannot be returned under any circumstances.