FAQ
Answers to common questions about ordering, samples, delivery, installation and the natural variation of SERA materials.
Are handmade variations defects?
No, not where they are consistent with the product description. Handmade tiles naturally vary in colour, tone, size, thickness, edges, glaze, texture, surface, porosity, crazing and shade. These variations are part of the material character.
Will my order match the sample exactly?
No. Samples show the general colour family, texture, glaze and material character only. They do not guarantee an exact match with a future production batch.
Can I return stock tiles?
Eligible stock items may be returned by B2C consumers within the statutory withdrawal period if they are unused, uninstalled, untreated and in the original unopened box or packaging suitable for resale. Return shipping is normally paid by the customer unless the return is due to SERA's error, defect or non-conformity.
Can I return made-to-order tiles?
Tiles manufactured or produced to order are not eligible for return where permitted by applicable law and where this has been clearly disclosed before purchase. Custom or personalised orders are excluded from withdrawal where permitted by law.
Can I return samples?
Purchased samples are non-returnable, except where mandatory consumer law provides otherwise or where the sample is defective or incorrect. SERA may offer a discount or credit for sample costs when you place a main order, if stated on the website or agreed in writing.
What should I do if goods arrive damaged?
Inspect the pallet and boxes at delivery. If visible damage is present, note it on the carrier document before signing, take photographs and contact SERA within 48 hours where possible. This does not affect mandatory consumer rights.
Can I claim after installation?
SERA does not accept claims after cutting, installation, grouting, sealing or treatment for visible issues that could reasonably have been identified beforehand. Hidden defects and mandatory B2C rights are not excluded.
Why should I order extra material?
We recommend at least 15% extra material for cuts, selection, breakage, installation tolerance and future repairs. Later orders may come from a different batch and may not match.
Is pallet delivery brought inside my home?
No. Standard pallet delivery is curbside only unless otherwise agreed in writing before dispatch. It does not include unloading, lifting to floors, indoor placement, unpacking or installation.
Do product images show exact colour?
Images are illustrative. Lighting, photography, screen settings, renders and batch variation may affect appearance. Physical samples are recommended before main orders.