The Tiles House – Committed to Quality, Care & Clarity
“Tiles are fragile, and so is trust — we handle both with utmost care.”
At The Tiles House, our mission is to ensure that every tile delivered to you reflects quality craftsmanship and reaches you in perfect condition. However, tiles and similar products fall under the category of fragile goods, and despite all safety protocols during logistics, occasional damages may occur in transit.
This policy outlines what constitutes damage, how to report it, and the steps we take to assess and respond to such issues. It also clarifies what falls outside the scope of damage claims.
What You Should Do Upon Delivery
We strongly encourage all customers to inspect their delivery thoroughly and immediately after receipt. Please do not delay this process, as most legitimate claims are time-sensitive and can be resolved faster when reported early.
On Delivery:
· Count and verify the number of boxes delivered against your order confirmation.
· Open a few boxes and examine a representative sample of tiles.
· Look for visible cracks, chips, color differences, or other inconsistencies.
· Take photos/videos of:
o The entire shipment as it arrived
o Any damaged pieces
o The product label on boxes (helpful for identifying batches)
If Damage is Found:
· Report the issue within 24 hours of delivery.
· Send the following via WhatsApp or email:
o Order ID and customer name
o Clear photos/videos showing:
- Damaged items
- Labels on damaged boxes
- A count or estimate of affected tiles
o A brief description of the issue
Contact Us:
WhatsApp: +91 8595747233
Email: info@thetileshouse.com
Understanding Acceptable Damage Thresholds
A 2–3% breakage in tile orders is considered standard industry tolerance due to the fragile nature of ceramic, vitrified, and natural stone products during shipping and handling.
These minor breakages:
· Can usually be utilized for cuts or edge pieces during installation
· Are not considered grounds for escalation unless the breakage exceeds the acceptable range
For damage beyond this threshold, our team will review your evidence and inspect internally before taking any necessary steps.
What Is Considered Valid Damage?
Damage complaints are considered valid when the following conditions are met:
· Breakage of more than 2–3% of the total quantity
· Hairline cracks or chips visible on tile surfaces
· Incorrect product delivered (design, color, size, or finish doesn’t match the order)
· Visible surface defects like pinholes, warping, or texture inconsistencies
· Differences in batch or finish that visibly affect uniformity (not minor variations)
· Broken corners that render the tile unusable even after cutting
All complaints must be accompanied by clear, time-stamped images/videos.
What Is NOT Considered Valid for Damage Claims
To maintain transparency, the following will not be eligible for claims:
· Complaints raised after 24 hours of delivery
· Tiles that have been installed, cut, or altered
· Minor color shade differences due to lighting or digital representation
· Slight size or texture variations within manufacturing tolerance limits
· Surface marks or scuffs that do not affect usage
· Batch variations in multiple orders placed at different times
· Damage resulting from:
o Improper handling at site post-delivery
o Incorrect installation techniques
o Exposure to harsh chemicals or poor storage
Batch Variation Disclaimer
Tiles are manufactured in batches, and minor differences in shade, tone, and finish can occur. To maintain consistency:
· We recommend placing your full order at once
· If ordering in parts, please note batch variation is natural and not considered a defect
This is especially important for full-body vitrified tiles and digitally printed designs.
Warranty on Tiles
At The Tiles House, we take great care in curating and delivering only the finest quality tiles. However, it's important to clarify that tiles, by nature, do not typically come with a formal manufacturer warranty unless specified otherwise for select products. Below are the terms related to warranty and responsibility:
General Warranty Terms
· Tiles do not carry any after-installation warranty.
· We strongly advise checking all tiles thoroughly before installation.
· Once the tiles are installed, it is considered that the product has been accepted in its current condition.
· No claims related to physical condition, design variation, shade differences, or finish will be accepted after installation.
· Any technical issues (e.g., significant variation, surface finish issues) must be reported before installation begins.
Special Cases
· Natural Stone Tiles: Natural variations in veining, color, and texture are inherent to the product and not defects.
· Decorative Tiles: Handcrafted or artisanal tiles may show minor imperfections, which add to their uniqueness.
Installation Notice
· Inspect tiles before installation. Once installation begins, we assume full acceptance of the product condition.
· Do not proceed with installation if defects are noticed. Notify us first so we can assess the issue properly.
· We will not entertain claims after the tiles are fixed.
Samples
All tile samples are payable and non-refundable. These are intended only for reference. Slight variations may still occur in the final product due to batch differences.
Our Approach to Resolution
Once a valid complaint is submitted, we will:
· Acknowledge your complaint within 24–48 hours
· Evaluate the issue based on the provided evidence
· If required, we may send a representative to inspect the issue in person (in select cities)
· Post evaluation, we will advise next steps
We do not guarantee replacement, refund, or compensation unless the issue clearly meets our internal damage criteria and timeline.
Contact Us
The Tiles House
WZ-32, Raja Garden, New Delhi -110034
Call / WhatsApp: +91 8595747233
Email: info@thetileshouse.com
Website: www.thetileshouse.com
