Return Window

Returns are accepted within 7 days of confirmed delivery for eligible items, provided the items are in their original, uninstalled condition. Return requests made after this period will not be accepted.

All returns require prior written authorisation from our team. Please do not send goods back without first contacting us and receiving a Return Authorisation reference.

Eligible Items

To qualify for a return, items must meet all of the following criteria:

• Unused and in their original, uninstalled condition
• In their original, undamaged packaging with all original labelling intact
• Accompanied by the original invoice or proof of purchase
• Reported and return request submitted within 7 days of delivery
• Return Authorisation received in writing from our team prior to shipping

Non-Returnable Items

The following items are not eligible for return under any circumstances:

• Tiles that have been installed, cut, grouted, or modified in any way
• Special-order items, custom sizes, or products ordered to specification
• Sample pieces provided for inspection or approval purposes
• Items returned without prior written authorisation from Lithos
• Goods damaged after delivery due to improper handling or storage

Return Process

To initiate a return, please follow these steps:

1. Contact our team within 7 days of delivery via email or WhatsApp.
2. Provide your invoice number, a description of the issue, and clear photographs of the items and their packaging.
3. Await written Return Authorisation from our team before sending any goods back.
4. Pack the items securely in their original packaging to prevent transit damage.
5. Ship the goods at your own cost to the address provided in your Return Authorisation.
6. Share the tracking number with our team once dispatched.

Returns sent without authorisation or not meeting the above conditions may be refused and returned to the sender at their expense.

Refund Timeline

Upon receipt and inspection of returned goods, we will notify you of the outcome within 3–5 business days. Approved refunds will be processed within 7–10 business days from approval.

Refunds will be issued via the original payment method or as a store credit note, at our discretion. Please note that original shipping costs are non-refundable unless the return is due to a Lithos error or a confirmed manufacturing defect.

Damaged or Defective Goods

If your order arrives visibly damaged in transit, please take the following steps immediately:

• At point of delivery — Note all damage on the carrier's waybill or Goods Received (GR) note before the driver departs. Do not sign a clean delivery note if damage is present.
• Do not install — Do not install or use any tiles that appear damaged, as installation voids any claim.
• Notify us within 48 hours — Contact us with photographs of the damaged items, the packaging, and a copy of the endorsed delivery note.
• Retain all packaging — Keep all original packaging until the claim is resolved, as it may be required for the carrier's insurance claim.

Damaged goods that were signed for without endorsement on the delivery note may not be eligible for a transit damage claim.