Refund policy
Returns
Returns for change of mind
We want you to love your Lamisa products and understand that sometimes you might change your mind. That’s why we offer a 14-day returns policy on all non-personalised products.
If you change your mind after placing your order you are entitled to return it for a refund providing that we are informed within 14 days of delivery. All returned items must be unopened in their original wrappings, and not assembled or part assembled in any way. Please note that we do not refund custom orders for change of mind once payment has been paid.
If the item(s) is faulty, but you are no longer in possession of the original packaging the return claim can still be submitted. Where the original packaging is either damaged or no longer suitable to protect the product once shipped, we kindly ask that you arrange by whatever means to have the product(s) safely and securely wrapped before being returned to us.
Processing a refund
After the approval of your return, Lamisa will provide you a refund less the delivery costs to return the product(s) within 7-10 days from the date we receive the unopened returned product(s).
Shipping charges in case of return
You can return your item(s) within 14 days of the delivery date. If you simply decide that you do not want your product anymore, you will receive a refund, less the outbound associated shipping costs. Shipping costs will vary according to the item(s), supplier and your location.
In the unexpected event of receiving a faulty product(s) or if you have a warranty claim within 12 months of purchase, please contact us by email at hello@lamisa-uk.com. We may ask for photos to support the assessment of your claim. If the warranty claim is accepted, we will arrange a replacement, a store credit or a refund for the item(s), and cover associated shipping costs.
Warranty
We offer a 12 month warranty on all Lamisa products. The warranty covers any material or manufacturing defects but it does not cover general wear and tear.
The warranty will be void if for any reason the product has been altered.
All customer details for purchases made through Lamisa online are kept on file. Please contact us to make a warranty enquiry.
Reporting Damages
Please follow the instructions below to report damage for your order that has arrived.
- Any damages must be reported within 48 hours of delivery by email with photos showing the damage and the number of tiles damaged. All goods must be checked by the customer on receipt of goods - this is imperative.
- No responsibility for damaged product, shortages or incorrect products can be accepted after 48 hours / two working days (Mon - Fri) of receipt of goods.
- Any claim as to shortages or condition of Goods on delivery which would not be apparent on visual inspection must be communicated within 48 hours. Subject to this condition, the Customer is deemed to have accepted the Goods upon delivery as having been supplied in good condition, and in accordance with the order.
- Report by email to hello@lamisa-uk.co.uk with photos showing the damage and how it was delivered.
- The company will not under any circumstances entertain any financial demands from the customer for late or incorrect delivery.