• Pre-Dispatch Cancellations: Orders can be cancelled for a full refund with no deduction if the request is made before the goods are dispatched from our warehouse.
• Post-Dispatch: Once dispatched, a cancellation is treated as a return. Outbound and return freight, plus a restocking fee of up to 15% of the order value, will be deducted from the refund.
• Custom Orders: Custom-cut marble, bespoke sizes, and specially procured or imported items cannot be cancelled once production or procurement has begun, unless the goods are defective.
• How to cancel: Email admin@vestatiles.in or call +91 90439 99485 quoting your order number. Cancellation is effective only once we confirm it in writing.
3. Returns Window & Conditions
You may return eligible product within 30 days of delivery for a refund or exchange, provided all of the following conditions are met:
• The product is unused and uninstalled.
• It is in its original, unopened, undamaged packaging, with all labels, batch codes, and shade markings intact.
• You can produce the original invoice or order number.
• The quantity returned is a full, unopened box or slab — we cannot accept part-boxes or loose tiles.
Return freight: Where the return is due to our error — a defective, damaged, or incorrect item — we arrange and pay for collection. Where you return goods for any other reason, including over-ordering or a change of mind, return freight and a restocking fee of up to 15% are deducted from your refund.
Inspection: All returns are inspected on arrival at our warehouse. Product returned in a condition that does not meet the above will be declined and returned to you at your cost.
The following cannot be returned or refunded except where the product is genuinely defective:
• Installed product. Tiles and slabs must be checked for shade, calibre, size, and visible defects before installation. Once laid, a product is deemed accepted.
• Custom-cut, bespoke, or specially imported items made or procured to your specification.
• Opened or part-used boxes, and loose or individually cut tiles.
• Clearance, end-of-line, and "as-is" lots sold on a no-return basis and identified as such at the time of sale.
• Free samples and promotional items.
Natural variation is not a defect. Marble, granite, and natural stone vary inherently in grain, colour, and veining, and ceramic and vitrified tiles vary slightly between production batches. Shade and calibre cannot be guaranteed to match on repeat orders placed at a later date. We strongly recommend approving a physical sample and ordering a 5–10% wastage margin in a single batch.
5. Transit Damage & Defective Goods
• Inspect on arrival: Tiles, slabs, and sanitaryware are fragile. Please inspect the consignment in the presence of the delivery agent before signing.
• Report within 48 hours: Any breakage, damage, or shortage must be reported to us within 48 hours of delivery, with clear photographs of the damaged goods, the outer packaging, and the delivery documentation. Claims made after 48 hours cannot be pursued with our transporter and may be declined.
• Do not install: Do not install any product you believe to be damaged or defective. Installation is treated as acceptance.
• Manufacturing defects: Genuine manufacturing defects may be reported within 30 days of delivery and are assessed against the applicable manufacturer's warranty.
• Resolution: Following verification by our quality team, we will at our option replace the affected units free of charge, or issue a full refund for them. Verification is usually completed within 7 working days of receiving your evidence.
6. Missing or Incorrect Items
• Discrepancies: If the delivered items do not match your order — wrong size, shade, finish, model, or quantity — notify us within 48 hours of delivery with photographs and your order number.
• Resolution: We will collect the incorrect items and deliver the correct ones at no cost to you, or issue a full refund for the value of the incorrect or missing items, whichever you prefer.
• No charge to you: Where the error is ours, you bear no freight, restocking, or handling charge.
7. How to Request a Return or Refund
Step 1 — Contact us. Email admin@vestatiles.in with the subject line "Return Request – [your order number]", or message us on WhatsApp at +91 90439 99485.
Step 2 — Provide details. Include your order number, invoice copy, the items and quantities concerned, the reason for the return, and clear photographs where the claim relates to damage, a defect, or an incorrect item.
Step 3 — Await authorisation. We will acknowledge your request within 2 working days and issue a Return Authorisation with collection instructions. Please do not ship anything back before receiving this authorisation — unauthorised returns cannot be processed or refunded.
Step 4 — Collection and inspection. We arrange collection and inspect the goods on arrival, usually within 7 working days.
Step 5 — Refund. Once approved, your refund is processed as described in Section 9 and we confirm this by email.
• Failed Transactions: If your account is debited but no order is created, the amount is typically auto-reversed by your bank or payment gateway within 3 to 5 working days. If it is not, contact us with your transaction reference and we will pursue it with the gateway on your behalf.
• Double Charges: If you are charged more than once for the same order, contact us at admin@vestatiles.in. We will reconcile the payments and refund the duplicate promptly.
• Chargebacks: If you intend to dispute a charge with your bank, please contact us first — we can almost always resolve the matter faster directly.
9. Refund Processing Timeline
• Mode of Refund: Approved refunds are credited to the original method of payment — the same card, UPI ID, or bank account used for the order. Where that is not possible, we will refund to a bank account you nominate in writing.
• Timeline: Refunds are initiated within 5 to 7 working days of approval. Depending on your bank or card issuer, the credit may take a further 3 to 10 working days to appear on your statement.
• Deductions: Where applicable, freight and restocking charges as set out in Sections 2 and 3 are deducted. Your refund confirmation will itemise any deduction.
• Bank Delays: We are not responsible for delays by financial institutions in reflecting a credited amount. We will provide the refund reference number so you can trace it with your bank.
• No refund in cash: For accounting and anti-fraud reasons, refunds are never issued in cash.
