Return policy

What can be returned

Products we supplied from our own stock can be returned. Products ordered from the factory specifically for you cannot: they are produced or allocated in your quantity and batch.

• Returnable: stock items, as delivered, in their original packaging.
• Not returnable: tiles and materials ordered from the factory for your project, special sizes, colours or finishes, and anything made or cut to measure.

Products supplied through a distributor

Some products (for example boilers, heat pumps and other appliances) reach us through the manufacturer's official distributor. Their return follows that distributor's policy, which we tell you before you order and confirm in the quote.

Condition: always in the original box

• Original, unopened packaging with its labels, batch and shade codes intact.
• Tiles: full, sealed boxes from the same batch — no loose pieces, no opened or broken boxes.
• Appliances and fittings: not installed, never connected to water, gas or power, with every part, accessory and manual.
• No marks of use, installation, cutting or damage.

How a return is settled

• Exchange for credit: the value is credited to your account and used against any future order.
• Resale on the MaterialsHub B2B portal: we list the products with you, where professionals and private buyers look for stock.

How to start a return

• Contact us by phone, email or the contact form with your invoice or receipt number.
• Tell us the products and quantities, and send photos of the boxes.
• We confirm in writing whether the return is accepted and how to send it. Returns sent without our confirmation are not accepted.
• We check the products on arrival; the credit is issued after the check, with a credit document.

Return transport

Return transport is at the customer's cost, unless the return is due to our mistake (wrong product or quantity) or a defect, in which case we arrange and cover it.

Damage on delivery and defects

Check the delivery when it arrives: note any visible damage on the carrier's delivery note and send us photos the same day. Report a defect before laying or installing — tiles already laid are treated by the manufacturer as accepted. Defects are covered by the legal guarantee.

What cannot be returned

• Factory orders, special orders and anything made or cut to measure.
• Opened boxes, loose pieces and products outside their original packaging.
• Tiles that have been laid, cut or adhered; appliances that have been installed or connected.
• Adhesives, grouts and chemicals once opened.

Cancelling an order

A factory order cannot be cancelled once we have confirmed it to the factory. A stock order can be cancelled free of charge until it has been dispatched.

Your rights as a consumer

If you buy as a consumer, the rights Greek consumer law (Law 2251/1994) gives you — including withdrawal from a distance purchase where it applies — are not limited by this policy.