Terms of service

Last updated: July 2026

1. About SERA

These Terms and Conditions govern purchases from SERA DESIGN & MATERIALS, SOCIEDAD LIMITADA through serasurfaces.com.

  • NIF / CIF: B88732649

  • EU VAT number: ESB88732649

  • Registered office: Calle de les Arts i dels Oficis 25, 46021 Valencia, Spain

  • Contact: info@serasurfaces.com

2. B2C and B2B customers

These Terms apply to private consumers (B2C) and business or professional customers (B2B). Where terms differ, this is stated clearly. Nothing in these Terms limits mandatory consumer rights that apply to B2C consumers under Spanish or EU law.

3. Products and order categories

SERA sells handcrafted architectural tiles and surfaces, including zellige, bejmat, cement/hydraulic tiles, terracotta, terrazzo, mosaic and related handmade materials.

Products may be classified as:

  • stock standard items;

  • standard handmade or made-to-order items;

  • custom or personalised items;

  • project-specific orders;

  • samples.

This classification determines cancellation, return and withdrawal rules and may be shown on the product page, quotation or order confirmation.

4. Handmade variation

Handmade tiles naturally vary in colour, tone, size, thickness, texture, surface, edges, glaze, finish, porosity, crazing and shade. These variations are part of the character of the material and are not defects where consistent with the product description.

Product photographs, lifestyle images, interior visualisations, digital renders and screen settings may affect how colour, shade, texture and scale appear. Images are provided for illustrative purposes only and do not guarantee an exact match with the final product or production batch.

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.

5. Prices, VAT / IVA and taxes

For B2C consumers, all product prices shown on the general storefront include applicable VAT/IVA. Prices shown in the Trade Program area, professional quotations or proforma invoices may be shown excluding VAT/IVA, with VAT/IVA and any applicable taxes shown separately before order confirmation.

For orders delivered within Spain, Spanish IVA will be applied at the applicable rate, including orders placed by private customers and Spanish companies.

For business customers established in another EU Member State, intra-EU B2B VAT treatment may apply only where all legal and tax conditions are met, including a valid EU VAT number verified through VIES and shipment of the goods from Spain to another EU Member State. If these conditions are not met, SERA may apply Spanish IVA.

For deliveries outside the European Union, import VAT, customs duties, brokerage fees and other local charges may apply. Unless expressly agreed otherwise in writing, these costs are the responsibility of the customer.

6. Payment

Accepted payment methods may include Shopify Payments/Stripe, PayPal and bank transfer. Samples and stock items require 100% prepayment before dispatch. Made-to-order, custom and project orders may require a deposit upon order confirmation and the balance before the goods are handed to the carrier. SERA may cancel an order if payment is not received by the agreed deadline.

The final checkout button must clearly indicate an obligation to pay, such as Order and pay or another legally approved equivalent.

7. Order confirmation

An order is placed when checkout is completed or a written quotation is accepted and required payment is made. The contract is formed when SERA confirms the order by email or in writing. SERA may decline or cancel an order if a product is unavailable, a pricing error occurred, tax information is invalid, fraud is suspected, or delivery cannot reasonably be arranged.

Before confirming the order, the customer must accept the applicable legal and service documents, including these Terms, Returns & Refunds Policy, Shipping & Delivery Policy, Damage & Claims Policy and Product Variation Disclaimer.

8. Production and lead times

Stock items are normally dispatched within 3 business days after payment and availability confirmation.

Standard handmade or made-to-order items are normally dispatched within up to 8 weeks from order confirmation and receipt of any required payment, unless a different timeframe is confirmed in writing for the order.

Delays may occur due to production schedules, raw materials, public holidays, logistics, customs or circumstances beyond SERA's reasonable control. For B2C consumers, mandatory rights in case of non-delivery or significant delay remain unaffected.

9. Cancellation before dispatch or production

B2C consumers may request cancellation of eligible stock orders before dispatch. Once production of made-to-order, custom, personalised or project-specific goods has started, cancellation may not be possible where permitted by law.

B2B customers may cancel only with SERA's written approval. Deposits for B2B custom/project orders may be retained if production has started and costs have been incurred.

10. 14-day withdrawal right and exclusions

B2C consumers may have a 14-day statutory right of withdrawal for eligible online purchases, starting from the day the consumer or nominated recipient receives the goods.

Stock items may be returned only if the product is unused, uninstalled, untreated and returned in its original unopened box or packaging suitable for resale. Direct return shipping costs are borne by the customer unless the return is due to SERA's error, a confirmed defect or non-conformity.

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.

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.

B2B buyers do not have consumer withdrawal rights. B2B returns are accepted only with SERA's prior written approval.

11. Delivery

Delivery conditions are set out in the Shipping & Delivery Policy. Tile orders may be delivered on pallets. Pallet delivery is curbside only unless expressly agreed otherwise in writing before dispatch. It does not include unloading from the vehicle, lifting to upper floors, indoor placement, unpacking, disposal of packaging or installation.

If delivery fails due to incorrect details, absence, undisclosed access restrictions, refusal to accept delivery or inability to unload, the customer may be responsible for reasonable redelivery, storage, return and additional logistics costs.

12. Inspection, damage and claims

Customers should inspect goods upon delivery and before installation. Visible transport damage should be noted on the carrier's delivery document and photographed. SERA asks customers to report visible transport damage within 48 hours of delivery wherever possible. For B2C consumers, this procedural request does not limit mandatory statutory rights for defective or non-conforming goods.

All goods must be inspected before cutting, installation, grouting, sealing or treatment. The customer and installer must check quantity, colour range, batch consistency, visible defects and suitability for the intended installation before work begins.

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.

13. Installation and suitability

SERA does not provide installation services. Customers must use qualified installers experienced with handmade and natural materials. The customer and installer must verify quantity, variation, suitability, surface conditions, adhesive, grout, sealing, waterproofing where relevant and installation method before work begins.

SERA is not responsible for incorrect installation, incorrect maintenance, unsuitable use or failure to follow installation and care guidance. This does not limit mandatory B2C rights.

14. Warranty and statutory rights

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.

Natural handmade variation consistent with the product description is not a lack of conformity. Genuine hidden defects or non-conformities are assessed individually in accordance with mandatory law.

15. Limitation of liability

To the extent permitted by law, SERA is not liable for indirect or consequential loss, loss of profit, project delays, installation costs or damage caused by incorrect installation, unsuitable use, inadequate quantities ordered, failure to inspect, failure to order sufficient extra material or failure to follow 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.

16. Governing law and disputes

These Terms are governed by Spanish law. For B2B customers, disputes shall be submitted to the competent courts of Valencia, Spain, unless otherwise agreed in writing. For B2C consumers, this does not affect mandatory consumer protection and jurisdiction rules applicable in the consumer's country of residence.

17. Language

Where the website is made available in several languages, the Spanish version of the legal terms shall prevail for Spanish consumers, unless mandatory law provides otherwise.