Returns & Cancellations
Someone must sign for and inspect the merchandise. The correct quantity, correct material or any damage (see Damage below) should be noted before signing for the order. Do not allow the driver to leave without signing for the material. All claims for shortage, incorrect product or damage must be made within 3 days and noted on bill of lading.
Damage due to shipping is rare, but does happen occasionally. Please inspect delivery for damage immediately. Any claim for damage or incorrect material must be noted on the driver’s bill of lading. A delivery exception should be made with the freight company. All claims must be noted so that damaged material can be replaced and so that we can be reimbursed by the trucking company. You will be asked to send supporting documentation and pictures as part of a claim. If damage is not noted on driver's paperwork we will be unable to file a claim and customer will be responsible for stock and shipping charges. All claims for damaged, lost or stolen material must be made against the freight company.
Please do not refuse the shipment! If you find damage, missing material, or incorrect quantities accept the shipment and note the issues in detail on the receipt with the driver. If damage is properly noted, we can begin the process of getting replacement material to you. When a shipment is refused, the material is shipped back to the freight carrier's warehouse or it is redelivered to you. Both options will create additional charges. If you do have a problem with a shipment, please accept the delivery and contact us for instructions.
All material is considered special order. London Encaustic does not accept returns on cement or glazed terracotta tile products. We encourage viewing samples prior to ordering.
Shade variations are part of the inherent beauty of encaustic cement tile. London Encaustic does not warranty against shade variations. Any signed for material is considered accepted by the customer. It is recommended that all materials are examined in person before ordering. Although best effort is made to ensure product images are as close as possible to the actual product, variations in shade, color or appearance is possible. Monitor settings can also play a role in the representation of a picture. If you are still unsure, contact us or your local showroom for samples. London Encaustic is not responsible for the appearance or differences of samples provided by manufacturers or local suppliers/showrooms.
The best way to avoid extra material or material shortages is to take steps to correctly measure your flooring. You should include waste to allow for cutting and layout issues and at the same time minimize excess material. Typically 10% waste is recommended. It is in the best interest of the customer to keep several cartons of extra material to allow for unexpected damage or repairs. Cement Tile is a handmade material and future orders or additional material for shortage may not match.
You may cancel an order within 24 hours of purchase. If the material has already shipped, you will be responsible for any shipping costs plus a restocking fee of 30%.
We must be notified in advance to issue a return authorization due to defective material or an incorrect order. Please call +447564544285, firstname.lastname@example.org to arrange. Returns will be credited after the tiles is received, examined and restocked at our warehouse.