Refund policy

Consumer's right of withdrawal

The Consumer has the right to withdraw from the contract, without giving any reason, within 14 days from the day on which the Consumer acquires physical possession of the goods or, in the case of split deliveries, of the last item.

To exercise the right of withdrawal the Consumer must inform the Seller of that decision by means of an explicit statement, sent to the e-mail address info@stocktiles.shop or to the postal address CATERINA GABRIELE, Via Nazionale 14/A — Palese, 70128 Bari (BA), Italy. For this purpose the Consumer may use the model withdrawal form available at the page https://stocktiles.shop/pages/withdraw-from-contract, the use of which is not mandatory.

The right of withdrawal does not apply to Professional Customers and is excluded, pursuant to Art. 59 of Legislative Decree 206/2005, for goods made to measure or clearly personalised, including material cut, drilled or otherwise worked at the Consumer's request.

The Seller shall refund all payments received, including standard delivery costs, within 14 days from the communication of withdrawal, using the same means of payment used by the Consumer, unless otherwise agreed. The refund may be withheld until the goods are received or until the Consumer provides evidence of having sent them back.

The Consumer is liable for any diminished value of the goods resulting from handling other than that necessary to establish their nature, characteristics and functioning; the corresponding amount is withheld from the refund.

Return of the goods

A Consumer who has exercised the right of withdrawal must return the goods within 14 days from the relevant communication. The deadline is met if the goods are dispatched before it expires.

Before dispatching the return, the Customer must request the Seller's return authorisation, providing the order number, the quantities and photographs of the material, the boxes and the pallet. The Seller communicates the authorisation number and the address of the destination warehouse. Unauthorised shipments may be refused.

The material must be returned in intact original boxes, placed back on the pallet and wrapped as received.

The direct costs of the return are borne by the Consumer, in the amount of the actual cost of the return transport. That cost may be higher than the cost of the initial delivery; any reductions applied to the outbound transport do not extend to the return. The Consumer also bears any additional collection costs (tail lift, restricted access, failed collection, storage).

The risk of loss of or damage to the material during the return transport is borne by the Customer until receipt and inspection at the Seller's warehouse.