Warranty Policy

1. Statutory guarantee for B2C consumers

B2C consumers benefit from the statutory legal guarantee for goods under applicable Spanish and EU consumer law. In Spain, consumer goods are covered by a statutory legal guarantee period of three years from delivery.

Nothing in this Warranty Policy limits mandatory consumer rights.

2. What may be covered

A genuine defect or lack of conformity may include a product that is incorrect, materially different from the confirmed order, or affected by a hidden defect that was not reasonably identifiable before installation and is not part of the normal handmade character of the material.

3. What is not a defect

Natural handmade variation in colour, tone, size, thickness, texture, surface, edges, glaze, finish, porosity, crazing, shade, minor chips or unevenness is not a defect where consistent with the product description.

Samples, photographs, lifestyle images and digital renders do not guarantee an exact match with the final batch.

4. Inspection before installation

All goods must be inspected before cutting, installation, grouting, sealing or treatment. Visible issues should be reported before installation.

SERA does not accept claims after cutting, installation, grouting, sealing or treatment for visible issues that could reasonably have been identified beforehand. This does not affect B2C consumers' mandatory rights for hidden defects or non-conformities that could not reasonably have been identified before installation.

5. Installation and maintenance exclusions

SERA is not responsible for defects, damage or performance issues caused by incorrect installation, unsuitable substrate, unsuitable adhesive or grout, inadequate waterproofing, incorrect sealing, aggressive cleaning products, unsuitable maintenance, misuse, environmental conditions or failure to follow installation and care guidance.

SERA is not responsible for installation, removal or reinstallation costs caused by incorrect installation, unsuitable use, failure to inspect visible issues before installation, or failure to follow installation and care guidance. This does not limit mandatory B2C rights where a genuine hidden defect or non-conformity exists under applicable law.

6. Remedies

Where a valid defect or lack of conformity is confirmed, SERA will assess the appropriate remedy in accordance with applicable law. Depending on the case, this may include replacement, repair where possible, price reduction, refund, credit or another legally appropriate solution.

7. B2B warranty

For B2B customers, warranty terms may be set out in quotations, invoices, trade terms or written agreements. B2B buyers must inspect goods promptly and report issues in accordance with the agreed procedure.