Refund policy

You can return any full order within 30 days for a full refund (excluding delivery charges). Items are to be returned to the ROCCIA warehouse along with a receipt as proof of purchase and a refund will be made via the original method of payment.

If you cannot return items to our warehouse we can arrange a courier to collect the products from you. The return carriage charge will be deducted from the refund. To begin the returns process please email on hello@roccia.com. Delivery arrangements, charges, and insurances are to be funded by the customer.

Please note that we can only accept returns on your full order. We can’t accept returns on part orders or leftover tiles. All returned tiles must be in resalable condition.

ROCCIA reserve the right not to refund if the products are deemed as not being in a resalable condition, if there is no proof of purchase, or if the products are returned after the 30-day period.

We aim to process all refunds within 10 working days once we have received and inspected your return.

You can always contact us for any return question at hello@roccia.com.

Incorrect or damaged deliveries
If you believe you have received the wrong order or the products you ordered arrive damaged, please get in touch with us within 48 hours by emailing hello@roccia.com. You may be required to send photographic evidence.

Incorrect orders will be replaced within 7 working days. Delivered to you for free. Damaged goods will be replaced or refunded.

Checks prior to fixing
It is the responsibility of the customer and their tile fixer to ensure that the goods ordered are of satisfactory quality and suitability for the purpose required. This includes colour, shade, and gauge. No claims can be accepted once the materials are used. Goods are supplied on the explicit understanding that British standards relating to tile fixings are followed.

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 hello@roccia.com.