Refund policy

We take pride in our original handmade products and hope that you will enjoy your tiles and that they may bring you joy. If you are not completely satisfied, please consider the options below.

 

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at carlin@dekleipot.co.za explaining the complaint or reason for return. De Kleipot will react by telephone or email. De Kleipot will consider if the complaint is just.  

 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at carlin@dekleipot.co.za.

 

Damages and issues 

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and set it right. We will arrange for the damaged product to be collected at no charge, and after we have inspected the product, we will arrange to replace the product as soon as possible, or issue a credit to the value of the purchase price if no replacement is possible, or issue a refund if preferred.

 

Exceptions / non-returnable items 

Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and any tiles sold on as Sale items or Sample items.  Please get in touch if you have questions or concerns about your specific item. 

 

Unfortunately, we cannot accept returns on sale items.

 

Exchanges 

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Delivery Cost for a Return/ Exchange

The cost to return your purchase to us sits with the client. Kindly note that you will be held liable for the courier cost to send your parcel back to us. We will, in return, carrier the courier cost to send the new parcel to you. 

 

Refunds 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.