Refund policy
Last updated: October 31, 2025
Our Product Commitment
At Zelligerar, we specialize in high-quality, handcrafted Zellige tiles. Our core business is supplying Custom Orders (made-to-specification tiles), but we also offer a range of Standard / Stock Items. This policy is designed to clearly outline the conditions for both.
The Nature of Handmade Zellige
Every Zellige tile is individually hand-cut and hand-glazed by Moroccan artisans (maâlems). Because of this, natural variations in color, shade, size, thickness, surface texture, and glaze crackle are inherent and authentic characteristics of the product, not defects. We recommend ordering 10–15% extra material to allow for this natural variation, as well as for cuts and breakage during installation. Variations of this nature are not eligible for claims, returns, or refunds.
1. Claims for Damages, Defects, and Order Discrepancies (All Orders)
Please inspect your order immediately upon receipt. It is crucial to report any issues (damaged, defective, or incorrect items) within 72 hours (3 days) of delivery. We recommend you do not schedule installation until your tiles have been inspected. Please note that the natural variations described above do not constitute defects.
- To report an issue, please email us at contact@zelligerar.com with your order number and clear photographic evidence of the damage to both the product and the original shipping pallet/packaging.
- If your claim is accepted, we will, at our discretion, provide a replacement, store credit, or full refund for the affected portion of the order. Zelligerar will cover all return shipping costs for confirmed damaged or defective items.
2. Standard / Stock Item Returns (Non-Defective / Change of Mind)
This section applies only to in-stock, non-custom items purchased directly from our inventory. We accept returns for non-defective, unused items.
Return Window & Condition
- Product Condition: Only new, unused products in their original, unopened packaging are eligible for return. Tiles that have been installed, cut, or altered are not returnable.
-
Return Window:
- European Union: 14 days from the date of delivery.
- Canada & United States: 30 days from the date of delivery.
Return Method & Fees
All returns must be shipped back by mail/freight. You must contact us first to initiate the return process.
- Return Label: A return label is included in the package. The cost of the return freight is initially paid by Zelligerar but is deducted from your final refund (except for confirmed defective/damaged claims).
-
Restocking Fee: A fee is applied to cover the costs of quality-control inspection, administrative handling, and repackaging for re-entry into stock. This fee is deducted from your refund:
- European Union: 15% of the product price.
- Canada & United States: 25% of the product price.
3. Exceptions / Non-Returnable Items (Custom Orders)
Due to the specialized nature of our business, the following items are final sale and not eligible for return, exchange, or refund for reasons other than shipping damage or manufacturing defect:
- Any tiles, shapes, or glazes that were made to the buyer's specifications (Custom Orders).
- Tiles that have been installed, cut, or altered. Installation constitutes acceptance of the product.
- Samples, clearance items, or items marked as "Final Sale."
4. Exchanges & Refunds
Exchanges
We do not accept exchanges. To obtain a replacement for a returned non-defective item, please place a new order once your refund is processed.
Refund Processing
Once we receive and inspect the returned items, we will notify you of the approval or rejection of your refund. If approved, you will be automatically refunded to your original payment method within 14 days of the approval date. Please note that banks and credit card companies may require additional time to post the refund to your account.
European Union 14-Day Cooling-Off Period (Clarification)
For consumers within the European Union, the right to cancel within 14 days (Right of Withdrawal) does not apply to goods made to the consumer's specifications (Custom Orders), which is our primary business. For returns of standard, non-custom items from the EU, the process and fees outlined in Section 2 apply.