Returns and Refunds Policy
At Keramikos Tile Warehouse, we want you to be satisfied with your purchase. This policy applies to products purchased from our showroom or website and is subject to the Consumer Protection Act 68 of 2008 and other applicable South African law.
1. Proof of purchase
Please retain your original invoice or proof of purchase. Keramikos may require this before processing a return, exchange, refund or product claim.
2. Change-of-mind returns
Products that are not defective may be returned within a maximum of 10 days from the date of delivery or collection, provided that:
• The products are unused, undamaged and in a saleable condition.
• Tiles are returned in full, unopened and undamaged boxes.
• The products are in their original packaging.
• The original invoice or acceptable proof of purchase is provided.
• The products have not been installed, altered, mixed or permanently affixed.
• The products were not specially ordered, cut, tinted, modified or obtained specifically for the customer.
Keramikos reserves the right to inspect all returned products before approving the return.
Customers are responsible for transporting change-of-mind returns to Keramikos.
3. Excess materials and handling fees
Customers should calculate quantities carefully and include a reasonable allowance for cutting, breakages and future repairs.
Where the quantity being returned is not more than 10% of the original purchase no handling fee will normally apply.
Where the quantity exceeds 10% of the original purchase, Keramikos may charge a 15% handling fee on the value of the returned products.
Returns remain subject to the conditions set out in this policy.
4. Damaged goods, shortages and incorrect products
Any visible shortages, breakages, incorrect products or obvious defects should be reported to Keramikos in writing within seven days of delivery or collection. Photographs and the original invoice may be requested.
Reporting an issue promptly helps us investigate the claim. The seven-day reporting request does not limit any statutory rights relating to latent or qualifying defects under the Consumer Protection Act.
5. Defective products
Where products fail to meet the quality requirements of the Consumer Protection Act, the customer may have the right to return them within six months after delivery, without penalty, and request a repair, replacement or refund as provided by law.
Keramikos may inspect the products or refer them to the manufacturer or supplier to establish the nature and cause of the alleged defect.
This protection does not cover damage caused by:
• Incorrect installation or preparation
• Using an unsuitable adhesive, grout or installation product.
• Failure to follow the manufacturer's instructions
• Misuse, negligence or abnormal use
• Alterations made after the products left Keramikos' control
• Normal wear and tear
• A condition or defect that was specifically disclosed and accepted before purchase.
Nothing in this policy excludes or limits a customer's rights under applicable South African consumer law.
6. Inspect tiles before installation
Customers and installers must inspect the tiles before installation and confirm that they are satisfied with:
• Product description and size
• Colour, shade and pattern
• Surface finish and variation
• Calibre and batch numbers
• Quantity and overall condition
Do not install tiles if an obvious defect, incorrect product or unacceptable shade variation is identified. Contact Keramikos before installation.
Installation generally indicated acceptance of visible characteristics and variations. Claims relating to visible defect, colour differences pr incorrect products may therefore not be accepted after installation. This does nit exclude claims concerning qualifying latent defects or other statutory rights.
7. Shade and pattern variation
Tiles are manufactured products, and reasonable variations in shade, pattern, texture, size and appearance may occur between batches and individual tiles. Natural stone products may contain more pronounced natural variation.
Website images, showroom displays and samples are intended as a guide. Customers should purchase sufficient material from one batch and mix tiles from different boxes during installation to achieve a balanced appearance.
Keramikos will nevertheless honour any rights applicable where goods do not reasonably correspond with their description or sample.
8. Adhesives and installation products
Customers must use an adhesive and installation system suitable for the tile type, substrate, environment and application.
Please ask our team for assistance if you are uncertain. Keramikos cannot accept responsibility for product failure caused by using an unsuitable product or failing to follow the manufacturer's instructions, except where liability arises under applicable law.
Opened bags, containers or packages of adhesive, grout, paint, chemicals or similar products cannot be returned for change-of-mind purposes.
9. Refunds
Keramikos does not issue cash refunds.
Once a return has been inspected and approved, the refund will be processed by EFT to the customer's verified bank account or, where appropriate, through the original payment method.
Customers may be required to provide proof of banking details. Approved refunds may take up to seven working days to process.
Applicable handling fees, collection charges or other authorised deductions mat be deducted from voluntary change-of-mind refunds. These deductions will not be imposed where prohibited by law.
10. Online purchases
Where the Electronic Communications and Transactions Act applies to an online purchase, a customer may cancel an eligible transaction without penalty within seven days after receiving the goods.
The customer may be responsible for the direct cost of returning such goods. Certain products, including goods made or ordered to the customer's specification, may be excluded from this cooling-off right as permitted by law.
11. Contact us
To request a return ir report a problem, please contact:
Keramikos Tile Warehouse
Unit 6, Laritza Business Park,
25 Rapid Street,
Riverside Industrial Park,
Nelspruit, 1200
Telephone: +27 13 497 2491
WhatsApp: +27 63 681 3487
Email: hello@keramikos.co.za
Please provide your invoice number, contact information, a description of the issue and photographs where applicable.
Specialised Tile Shop in Nelspruit, Mpumalanga | Porcelain Tiles | Ceramic Tiles | Natural Stone | Mosaics | Tiling Essentials
👋 Hi! Welcome to Keramikos.
Have a question about a product? Send us a message and we'll be happy to help.
