Return and Exchange Policy
At Wonderdawn Tiles and Marbles, we are committed to providing you with premium quality tiles and natural stone. We understand that sometimes project scopes change or you may have excess material. Due to the heavy, fragile nature of our products and the complexities of natural stone and tile dye lots, we have established the following return guidelines to ensure a smooth process.
1. Standard Returns (Overages and Change of Mind)
We accept returns on standard, in-stock products within 30 days of the delivery date, subject to the following conditions:
- Condition: Items must be returned in their original, unopened packaging. Materials must be uninstalled, unaltered, and in resalable condition. We do not accept returns of loose tiles or partial boxes.
- Minimum Quantity: Due to batch matching (dye lot) complexities, we only accept returns of 5 or more full boxes of the same material.
- Restocking Fee: All eligible returns are subject to a 20% restocking fee to cover the cost of heavy material handling, warehouse labor, and inventory processing.
- Return Shipping: The customer is responsible for arranging and paying for return freight. We highly recommend using a traceable shipping method and heavily insuring the return shipment, as Wonderdawn Tiles and Marbles is not responsible for any damage that occurs during the return transit.
2. Non-Returnable Items
To maintain our quality standards, the following items are strictly Final Sale and cannot be returned or exchanged:
- Installed Materials: Installation constitutes acceptance. Once a product has been cut, modified, or installed, it cannot be returned under any circumstances, even if you are dissatisfied with the color or natural variations.
- Custom Orders: Any natural stone slabs that have been custom-cut, fabricated, or special-ordered specifically for your project.
- Clearance and Sale Items: All discounted or clearance materials are sold “as is.”
- Setting Materials: Adhesives, grouts, sealers, and mortars are non-returnable due to shelf-life and temperature sensitivity during transit.
3. Damaged, Defective, or Incorrect Items
We take immense care in packing our shipments, but occasionally, the rigors of freight transport can cause breakage.
- Inspection Window: You must inspect your delivery upon arrival and note any visible pallet or box damage on the delivery receipt before the driver leaves.
- Reporting: Claims for damaged, defective, or incorrect materials must be reported to our customer service team at inquiry@wonderdawntiles.in within 48 hours of delivery.
- Proof Required: You must provide clear photographs of the damaged items, the packaging, and the delivery receipt.
- Resolution: For verified transit damage or errors on our part, we will waive all restocking fees and cover the shipping costs to provide replacement materials as quickly as possible.
4. How to Initiate a Return
Please follow these steps to ensure your return is processed smoothly:
- Request Authorization: Contact our support team at inquiry@wonderdawntiles.in or call us at +91 7348679942 to request a Return Merchandise Authorization (RMA) number. Returns sent without an RMA will be refused at our warehouse.
- Pack Securely: Securely pack the full, unopened boxes onto a pallet (if applicable) exactly as they were delivered to you to prevent transit damage.
- Ship: Arrange for freight return to our designated warehouse address, clearly marking your RMA number on the bill of lading.
- Processing: Once we receive and inspect the materials to confirm they are in pristine condition, we will process your refund.
5. Refund Timeline
Approved refunds will be issued to the original method of payment within 7 to 10 business days after the returned goods have been received and inspected at our warehouse. Original shipping charges are non-refundable.
