Siacina Tiles Damages Policy
We make every effort to carefully package our products for shipping, but sometimes damage can occur during transit. Therefore, we ask that you inspect the tiles upon delivery. Damage claims must be submitted within 72 hours of delivery. We do not hold customers accountable for these damages. If your order arrives damaged, please do not submit a return. Instead, follow the steps below to file a damage claim so we can process your replacement tile order!
- If your pallet or box arrives visibly damaged, please note it on the Bill of Lading (BOL).
- Take clear photos of each damaged tile and the external packaging.
- Send the photos to saicinatiles@gmail.com, indicating your order number and the number of items damaged upon arrival. Also include any other relevant information about handling and delivery (e.g., if there was any external damage to the box, if the pallet was unpacked upon arrival).
- Important: Please submit your damage claim and photos of the damaged tiles within 72 hours of delivery, otherwise, we cannot accept your claim. If your order is delivered to a worksite, you are responsible for ensuring that the goods are inspected within this timeframe.
- Be sure to retain the damaged materials until our claim process is completed, as the shipping company may require an inspection of the damaged goods.
- Saicina Tiles is not responsible for disposing of the damaged products.
- We require photos to file a claim with the shipping provider to ensure the issue is addressed. Once we receive your email with the photos and the count of damaged items, please allow us 24 hours to process it. (Note: Emails received after 6 PM Beijing time on Friday will be responded to on the following Monday.)
If only a small piece or a minor part of a mosaic tile is damaged, it's often possible that you or your contractor can still use the tile. If you still feel that the damaged tiles are unusable, please follow the instructions above.
If your tiles arrive undamaged and you wish to return them, please visit our Return Policy for more information.
Visit our Shipping Information page for detailed information about our shipping policies.
If a Shipment is Refused
Refusing a shipment will incur additional shipping costs, which are the responsibility of the customer. Refused shipments are subject to return shipping costs and a restocking fee of 15% to 25%, depending on the product type.
Damage During Installation
If the tiles are damaged during installation or incorrectly installed by the customer or their installer, Saicina Tiles is not responsible for any form of returns, exchanges, or refunds.
If the tiles are damaged during shipping, it is the customer's responsibility to notify Saicina Tiles before installation and file a claim. If damaged tiles are still used during installation, Saicina Tiles is not responsible for any form of returns, exchanges, or refunds, as a damage claim should have been filed before installation. The installation of material constitutes acceptance.