Refund policy

Last updated: July 2026

1. Overview

Returns depend on whether the customer is a B2C consumer or B2B buyer, and whether the product is a stock item, made-to-order item, custom/personalised item, project-specific order, sample, or installed/treated product.

2. B2C statutory withdrawal right

If you are a private consumer purchasing online, you may have a 14-day statutory right of withdrawal for eligible goods, starting from the day you or your nominated recipient receives the goods. To exercise this right, contact info@serasurfaces.com before the 14-day period expires and clearly state that you wish to withdraw from the purchase.

3. Stock items

Stock items may be returned only if they are unused, uninstalled, uncut, ungrouted, unsealed, untreated and returned in the original unopened box or packaging suitable for resale. The customer normally pays direct return shipping costs unless the return is due to SERA's error, a confirmed defect or non-conformity.

SERA may reduce the refund if goods have been handled beyond what is necessary to inspect their nature, characteristics and quality, or if they are returned damaged or unsuitable for resale due to the customer's handling.

4. Made-to-order, custom and project orders

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. Products made to the customer's specifications or clearly personalised, including custom colours, custom dimensions, custom formats, bespoke patterns or project-specific production, are excluded from the statutory right of withdrawal where permitted by applicable law.

5. 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 the cost of samples when the customer places a subsequent main order, if stated on the website or agreed in writing.

Samples are provided to show the general colour family, texture, glaze and character of the material. They do not reserve, represent or guarantee the exact shade, batch, size, thickness, surface or finish of a future order.

6. B2B returns

B2B buyers do not have consumer withdrawal rights. B2B returns are accepted only with SERA's prior written approval. Approved returns must be unused, undamaged, in original packaging and suitable for resale. A restocking fee of up to 25% may apply to B2B returns if stated in the quotation, invoice, trade terms or written agreement. Return shipping is paid by the B2B buyer unless agreed otherwise.

7. Damaged, incorrect or defective goods

If goods arrive damaged, incorrect or potentially defective, contact SERA promptly with photographs and order details. Transport damage is handled under the Damage & Claims Policy. Manufacturing defects and statutory consumer guarantee claims are handled under the Warranty Policy. Natural handmade variation is not a defect.

8. Refund timing

For valid B2C withdrawal returns, SERA will reimburse the customer no later than 14 days from the day SERA is informed of the withdrawal. Where SERA has not offered to collect the goods, SERA may withhold reimbursement until it has received the goods back or the customer has provided evidence that the goods have been sent back, where permitted by law.

Refunds are made to the original payment method where possible.

9. Model withdrawal wording

I hereby notify SERA DESIGN & MATERIALS, S.L. that I withdraw from my contract for the purchase of the following goods: [describe goods]. Ordered on: [date]. Received on: [date]. Order number: [number]. Consumer name and address: [details]. Date: [date].