Customer Service
Returns & Refunds
Our staff inspect every order before it leaves us. You check it with us on the spot, at delivery or when you collect from our showroom or factory. Once your order has been delivered, it cannot be returned or refunded.
Inspect your order on the spot
When your tiles arrive, please check them with our delivery team before they leave: quantity, size, colour, finish and condition. If you collect from our showroom or factory, check them there with our staff before they are loaded. Signing the delivery note or loading the goods confirms that you have inspected and accepted them.
No returns or refunds after delivery
Once your order has been delivered or collected and accepted, it cannot be returned, exchanged or refunded. This applies to all products, including full unopened boxes, and to tiles that have since been cut, laid, installed or taken out of their boxes.
Damaged, faulty or incorrect items
If anything is damaged, broken or different from what you ordered, show it to our staff at the moment of delivery or collection. They will record it on the delivery note and take the affected boxes back on the spot, and we will replace them or refund them. Problems that are not raised at delivery or collection cannot be accepted later.
How a return works
Returns are only possible on the spot: at your door, when our delivery team is with you, or at our showroom or factory when you collect. The items you refuse are written on the delivery note, which both you and our staff sign. For questions, email info@ivy-tile.com or call +971 52 826 7777 with your order number.
Refunds
For items refused at delivery or collection, we refund the amount for those items to your original payment method (card payments are refunded to the same card), or by another method agreed with you. How long the money takes to reach you depends on your bank.
Cancelling an order
You can cancel free of charge before your order is dispatched, and any payment received will be refunded in full. Special-order items cannot be cancelled once we have confirmed them with the factory. To cancel, email us with your order number.
Your rights
This policy does not affect your rights under UAE consumer protection law. Questions about a return? Contact us with your order number and we'll reply as soon as possible. See also our Terms & Conditions.