FAQ about complaints and returning goods




What if the goods are damaged ?

If when you open the boxes and you find serious damage to the tiles, please send us an e-mail to tell us within 2 days of discovering the damage. The goods will then be taken back free of charge and exchanged or refunded. Visible damage must be reported within 7 days after delivery. Invisible damage within 2 months of delivery. Once you have installed the goods, they are deemed to have been accepted and any compensation will lapse.  


What if the delivery doesn't match the order ?

Deliveries that differ from the order (wrong number of boxes, wrong tiles, wrong colours, wrong size, etc.) must be reported by e-mail within 14 days of delivery. We will then try as quickly as possible, and at no extra charge, to complete the order, exchange or take back tiles and make a refund. However, this can never result in any additional compensation.  


Can I return goods if I change my mind ?

You can send the goods back within 14 days of delivery if they are unopened, unused and undamaged. To do this, contact us to arrange a return. If the goods are returned undamaged, you will be refunded for 50% after we receive them back. All delivery charges will be paid for by the buyer. This only applies for deliveries of stock products. Special orders or customised orders for the customer cannot be returned.  


What defects might David&Goliath cement tiles have that won't be considered as damage ?

Cement tiles are handmade products that are imperfect by definition. This means that the tiles are not totally dimensionally stable. The tolerances that we accept are summarised in the technical sheet attached. There may be slight colour variations within the same batch. You may also find minor spots and colour differences in the tile. This has to do with the tiles often not being totally dry by the time of delivery, which means the colours may change or that there are limestone deposits that will disappear over time. It will take 6 months after laying before the tiles take on their final colour.

 Technical sheet (pdf)