Sign In
Wishlist
Cart

Damage Policy

What to do if your tiles or sanitaryware arrive damaged, and how our claims process works.

Last updated: February 2026

This Damage Policy explains how to report transit damage or breakage, what is covered, and how claims are resolved.

1. Inspect at Delivery

Tiles and sanitaryware are fragile and may be subject to minor breakage during transit despite careful packaging. Please inspect all boxes and pieces at the time of delivery, in the presence of the delivery personnel, before signing the delivery receipt or acknowledging receipt.

2. Reporting Timeline

Any breakage, damage or shortage must be reported to our customer support team within 24-48 hours of delivery. Claims raised after this window may not be eligible for replacement or credit, as damage cannot be reliably attributed to transit after this period.

  • Take clear photographs and, where possible, a short video of the damaged pieces and the packaging before it is discarded.
  • Note the order number, product name and batch/shade number visible on the box.
  • Email the evidence to our support team or share it through your account order page within the reporting window.

3. Acceptable Breakage Tolerance

Given the nature of ceramic and vitrified products, a small percentage of breakage during transit is considered normal and industry-standard. Breakage of up to 2% of the total tiles in an order is generally considered within acceptable tolerance and is the reason we recommend ordering a small buffer quantity. Claims for breakage exceeding this tolerance will be assessed and processed as outlined below.

4. Claim Process

To raise a damage claim, please follow these steps:

  • Step 1: Contact our customer support team within 24-48 hours of delivery with your order number.
  • Step 2: Share photo/video evidence of the damaged items and packaging.
  • Step 3: Our team will review the claim and may request additional information or arrange a pickup of the damaged pieces.
  • Step 4: Once verified, we will confirm the resolution and initiate a replacement or credit note as applicable.

5. Replacement vs Credit Note

Where the damaged product and batch/shade number are still in stock, we will arrange a replacement of the affected pieces at no additional cost. Where the exact batch is no longer available, we will offer a credit note or refund for the value of the damaged pieces, at our discretion and in consultation with you.

6. Exclusions

This Damage Policy does not cover the following situations:

  • Damage discovered or reported after installation of the tiles or sanitaryware.
  • Damage occurring after the goods have been unloaded and accepted at your premises, including damage during storage, handling or on-site movement by your team or contractors.
  • Orders transported using a courier, vehicle or transporter arranged directly by the customer, rather than our designated logistics partner.
  • Normal shade or texture variation between batches, which is not considered damage.

7. Resolution Timeline

Once a claim is verified, we aim to dispatch a replacement or process a credit note/refund within 7-10 business days, depending on stock availability and your location.

8. Contact Us

To report damaged or broken items, please contact us at contact@rakceramics.com or call (XXX) 555-0100 as soon as possible after delivery.