Returns Policy

At Florzy, our dedication is to supplying superior materials and outstanding service. We recognize that issues occasionally arise, and we have established the following policy for returns and exchanges to guarantee your satisfaction.

1. Refund Conditions

A. General Refund Rule

Once an order has been finalized and payment processed, Florzy does not provide monetary refunds, except in cases involving exceptional or extraordinary situations.

B. Request Procedure

• If you believe you have a justifiable reason to request a refund, such as a verifiable product flaw or a mistake originating from our side, please get in touch with our customer support team within 48 hours following the receipt of your shipment. Our initial action will be to organize a replacement for the compromised item.
• Our support personnel will evaluate the claim and may require further documentation or visual proof to continue processing your refund inquiry.
• The issuance of any refund is entirely at the discretion of Florzy, and the final reimbursement amount will be calculated based on the precise circumstances of the claim.

2. Exchange Conditions

A. Damaged or Faulty Goods

If the delivered item is broken, damaged, or confirmed to be defective, you must contact our customer service department within 48 hours of receiving the order.

Inclusion Criteria for Damages Replacement

The following criteria must be met for us to accept the return as valid:

• Images and videos must be shared at the time of the replacement request
• The above-listed damage clause is met

Exclusion Criteria for Damages Replacement

The following criteria are clear grounds for any replacement request to be declared invalid:

• Manhandling and mistreatment of the original packaging
• Lapsed replacement period
• Unfitting use of the product
• Damages caused by mishandling
• Damages resulting from substandard installation practices
• Color variations resulting from different lighting installations
• Aesthetic reasons
• Color or slight size variation from sample
• Physical or chemical negligence during installation
• Negligence in installation
• Wear and tear over time
• Damages resulting from any inaccurate use of the product or erroneous maintenance
• Grouting errors
• Mishandling during installation
• Material that has been installed, glued, or otherwise fixed at the construction site.

Batch Variation

Batch variation refers to the variations in the colors and tones of the tiles. The differences arise due to unknown causes, (even when the raw materials are procured from the same location) and the protocol is followed to the tile. This is completely natural in the manufacturing process. The highest degrees of variation in full body vitrified tiles. Therefore, we recommend that the entire order is placed at once so we can ship your order from the same batch.

B. Non-Returnable Items (Excess/Surplus)

Florzy does not accept returns for material ordered in excess or surplus of the quantity required for your project. This includes leftover, unused, or extra material ordered by the customer, and such quantities are non-refundable and non-exchangeable.

C. Verification and Replacement

• We will require comprehensive proof of the damage, such as sharp photographs or video footage, to streamline the exchange process.
• After the issue has been verified and confirmed by us, we will arrange for a substitute item to be shipped to you.
• If you receive an incorrect product, please notify our customer support within 48 hours. We will then coordinate the retrieval of the wrong item and promptly organize the delivery of the correct goods.
• All replacements and exchanges are contingent upon the inventory availability of the product. If the identical item is not in stock, we will collaborate with you to identify a suitable alternative or issue a refund.

Samples

All the samples ordered by the customer would be payable and non-refundable.

3. Shipping Costs for Returns and Exchanges

A. Instructions

If a return or exchange request is given official approval, we will provide you with clear instructions detailing how to send the item back.

B. Responsibility for Fees

You will be liable for the freight expenses associated with sending the item back to us, unless the necessity for the return is a direct result of an error made by Florzy or due to a defective product we supplied.

C. Packaging

It is essential that the item being returned is packaged securely to prevent any additional damage during the transportation phase.

4. Policy Review

Please note that this policy regarding refunds and exchanges may be revised without prior notification. We highly recommend that you review this policy before purchasing any products from Florzy. For any additional questions or concerns regarding our policy, please contact our customer support team.