Return and Refund Policy
Effective Date: July 31, 2025
At Zellaro Tile, we take great care in selecting and shipping our handcrafted tiles. Due to the unique, artisanal nature of our products, please review our return and refund policy carefully before placing your order.
1. All Sales Are Final
Due to the handcrafted nature of our tiles, all sales are final. We cannot accept returns or exchanges once an order has shipped, except in the case of verified damage reported within the timelines specified below.
2. Damaged or Defective Items
We understand that transit damage can occasionally occur. All Zellaro Tile shipments are insured against damage during transit. To qualify for a replacement or refund on damaged items:
- Inspect all boxes and tiles immediately upon delivery. If visible damage is present, write "DAMAGED" on the delivery receipt before signing.
- Notify us within 48 hours of delivery by emailing info@zellarotile.com with your order number.
- Provide clear photographs of the damaged tiles and packaging.
Important:
If the delivery is signed without noting damage, we reserve the right to deny claims for broken or missing items.
3. Reporting Damage
To report damage:
- Email info@zellarotile.com within 48 hours of delivery.
- Include your order number, a description of the damage, and clear photos showing the damaged tiles, the packaging, and any visible external damage to boxes or crates.
Our customer service team will review your claim and respond within 2–3 business days.
4. Resolution Options
For verified transit damage, we may offer:
- Replacement tiles for the damaged quantity at no additional cost
- A partial refund for the damaged items
- A credit toward a future order
The resolution method will be determined based on product availability and the extent of the damage. We reserve the right to request return of damaged tiles before processing a replacement or refund.
5. Non-Returnable Items
The following items are not eligible for return or exchange:
- Tiles that have been installed or altered in any way
- Custom or special-order tiles
- Sample tiles
- Items damaged due to improper handling after delivery
- Items reported more than 48 hours after delivery
6. Order Cancellations
If you need to cancel an order, please contact us immediately at info@zellarotile.com.
- Orders that have not yet shipped may be cancelled for a full refund.
- Orders that have already shipped cannot be cancelled.
- Refused deliveries will incur return shipping fees, which will be deducted from any refund.
7. Overage Recommendation
We strongly recommend ordering at least 15% extra tile to account for potential transit damage, cutting waste, and future repairs. Zellaro Tile is not responsible for delays or additional costs associated with orders placed without the recommended overage.
8. Color and Variation Disclaimer
All Zellaro tiles are handcrafted, and natural variations in color, tone, shade, and texture are inherent characteristics of artisanal tile production. These variations are not considered defects and are not grounds for return or refund. We recommend ordering samples and reviewing them in your intended space before placing a full order.
9. Refund Processing
Approved refunds will be processed to the original payment method within 7–10 business days. Depending on your financial institution, it may take additional time for the refund to appear in your account.
10. Contact Us
For questions about returns, refunds, or damaged items, please contact us: