Returns & Refunds

Last updated — 2025

We have a 30-day return policy, which means you have 30 days after receiving your order to request a return. Because our tiles are handmade and crafted to order, please review your return carefully before reaching out.

To be eligible for a return, items must be in the same condition you received them — unused, uninstalled, and in their original packaging. You'll also need your receipt or proof of purchase.

To start a return, contact us at info@handtile.com. If your return is accepted, we'll send you a return shipping label along with instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

Damages & issues

Please inspect your order carefully upon delivery. Due to the handmade nature of our zellige and artisanal tiles, minor surface variations, tonal differences, and slight irregularities are not defects — they are part of what makes each piece unique.

If an item arrives cracked, broken, or if you receive the wrong product, contact us immediately at info@handtile.com with photos so we can assess the issue and make it right.

Exchanges

The fastest way to get the tile you need is to return the item you have, and once the return is accepted, place a new order. Given the handcrafted nature of our products, batch and glaze variations may occur between orders — we recommend keeping spare tiles from your original purchase for future repairs.

European Union — 14-day cooling off period

If your order is being shipped into the European Union, you have the right to cancel or return it within 14 days for any reason and without justification. Items must be unused, uninstalled, and in their original packaging, accompanied by proof of purchase.

Refunds

Once your return is approved, you'll be automatically refunded to your original payment method within 10 business days. Please allow additional time for your bank or credit card provider to process the refund.