Refund and Returns Policy

Last updated: [DATE]

Keystone Supply wants you to be completely satisfied with your brick tile order. This policy explains how returns, exchanges, and refunds work.

1. Return Window

  • You may request a return within 14 days of the delivery date.
  • Returns requested after this window will not be accepted unless the product is faulty or damaged in transit.

2. Condition of Returned Goods

To qualify for a return, tiles must be:

  • Unused and not installed or cut
  • In their original packaging/pallet, undamaged
  • Accompanied by proof of purchase (order number or invoice)

Please note: Brick tiles are a natural product cut from fired clay brick. Variation in colour, texture, and tone between batches is a natural characteristic of the product, not a defect, and is not valid grounds for return. We recommend ordering a sample before placing a full order.

3. Non-Returnable Items

The following are not eligible for return:

  • Tiles that have been installed, cut, or altered in any way
  • Custom or special-order colours/sizes made to a specific project
  • Clearance or end-of-batch stock, where marked as final sale

4. Damaged or Faulty Goods

  • If your order arrives damaged or with a manufacturing fault, contact us within 48 hours of delivery with photos of the damaged tiles and packaging.
  • We will arrange a replacement, credit, or refund at no cost to you once the claim is verified.

5. Return Process

  1. Contact us at [EMAIL] or [PHONE] with your order number and reason for return.
  2. We will confirm whether the item is eligible and provide return instructions.
  3. Approved returns must be securely packaged (tiles are fragile) to prevent damage in transit.
  4. Once received and inspected, we will process your refund or exchange.

6. Return Shipping Costs

  • If the return is due to our error (wrong item, damaged/faulty goods), Keystone Supply covers return shipping.
  • If the return is due to a change of mind, the customer is responsible for return shipping costs.

7. Restocking Fee

  • A restocking fee of [10–15%] may apply to change-of-mind returns on bulk/pallet orders, to cover handling and repackaging. (Confirm final percentage once pricing structure is set.)

8. Refunds

  • Approved refunds are processed within 7–14 business days of us receiving and inspecting the returned goods.
  • Refunds are issued to the original payment method used at checkout.

9. Cancellations

  • Orders may be cancelled free of charge before dispatch.
  • Once an order has been dispatched, standard return conditions above apply.

10. Contact Us

For any return, refund, or cancellation query: Email: [EMAIL] Phone: [PHONE] WhatsApp: [NUMBER]