Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at info@portuguesetilesociety.com. Please note that returns will need to be sent to the following address:

Portuguese Tile Society
Av. da Beira-Mar 957
4400-382 Vila Nova de Gaia
Portugal

If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@portuguesetilesociety.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Our tiles are packed for transit, but ceramic can be damaged in handling, so please keep the original packaging until any claim is resolved.

Exceptions and non-returnable items

Certain types of items cannot be returned, including custom tiles, portrait tiles and any personalised or made-to-order product. Sale items and gift cards are also non-returnable. Please get in touch if you have questions or concerns about your specific item.

Custom and portrait orders

Custom tile orders begin with a €10 design deposit, which covers design work and the production of design proposals for your approval. The deposit is credited toward your final order. Once design proposals have been produced, the deposit is non-refundable, as the design work has already been carried out.

You may cancel a custom order at any point before approving a design. After you approve a design and pay the remaining balance, the order enters production and can no longer be cancelled or returned, other than in the case of a defect or damage in transit.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

If your order is shipped within the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason and without justification. As above, your item must be in the same condition that you received it, unused, and in its original packaging. You'll also need the receipt or proof of purchase.

This right does not apply to goods made to your specification or clearly personalised, in accordance with Article 16(c) of Directive 2011/83/EU. Custom tiles, portrait tiles and personalised orders are therefore excluded from the 14 day cancellation right once production has begun.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we've approved your return, please contact us at info@portuguesetilesociety.com.