Refund policy

RETURNS & REFUNDS

We want you to receive your order in perfect condition. Ceramic is fragile,
so please read this before you order.

DAMAGED ON ARRIVAL
If your item arrives cracked, chipped or broken, we will replace it free of
charge. To claim:

1. Record a video when you open the package. Start recording before you cut
   the wrapping, and keep filming until the item is fully unwrapped.
2. Contact us on WhatsApp within 48 hours of delivery with the video and
   photos of the damage.
3. We arrange a replacement or a full refund — your choice.

The unboxing video is essential. It is how we claim from the courier, and
without it we cannot process a damage claim.

WRONG ITEM SENT
If we sent the wrong model, colour or trap type, that's our mistake. Contact
us within 7 days and we will collect it and send the correct item at our cost.

CHANGE OF MIND
Unopened, uninstalled items in their original packaging may be returned within
7 days of delivery. Return shipping is at your cost, and a restocking fee
applies for bulky ceramic items. Please contact us before sending anything back.

WHAT WE CANNOT ACCEPT
- Items that have been installed, or attempted to be installed
- Items without the original packaging
- Damage reported without an unboxing video
- Damage caused by incorrect installation or impact after delivery
- Wrong trap type or rough-in size ordered by the customer

WRONG SIZE ORDERED?
This is the most common issue with toilet bowls. Please measure your rough-in
distance before ordering — or WhatsApp us a photo of your bathroom floor and
we will tell you which model fits. This is free, and takes a few minutes.

If you do order the wrong size, contact us. If the item is unopened and
uninstalled we will do our best to help, subject to the change-of-mind terms
above.

REFUND PROCESSING
Approved refunds are processed to your original payment method within 7-14
working days. Shipping charges are non-refundable except where the fault is
ours.

Questions? WhatsApp us at 010-7623638.