Refund policy

Return & Refund Policy

ATLAS ZELLIGE — Last updated: 4 September 2026

At Atlas Zellige, every tile is handcrafted by Moroccan artisans. We want you to be completely satisfied with your order. This policy explains how returns, cancellations and refunds work.

1. Cancellation Period (Right to Cancel)

In accordance with the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. To be eligible for a return, additional conditions below apply. Our extended return window, if any: [TO BE COMPLETED — return window in days].

2. Return Conditions

  • Tiles must be unused, uninstalled and in their original packaging.
  • Boxes must be unopened or complete, with all tiles intact.
  • A proof of purchase (order number or confirmation) is required.
  • Cut, installed, fixed or altered tiles cannot be returned.
  • Made-to-order, bespoke or custom-glazed items are excluded from the right to cancel, as permitted by UK law.

3. Natural Variation Is Not a Defect

Zellige is handmade: variations in tone, glaze, thickness, edges and small chips are the signature of authentic craftsmanship, not manufacturing defects. These characteristics do not qualify as grounds for a return or refund. We strongly recommend ordering a sample before placing a full order.

4. Damaged or Incorrect Items

If your order arrives damaged in transit or does not match what you ordered, contact us within 48 hours of delivery with clear photos of the packaging and the affected tiles. We will replace the affected items or refund them, at no cost to you. Please note that a small breakage rate is normal for handmade tiles — we advise ordering 10–15% extra to cover cuts and breakage.

5. Return Procedure

  • Contact us first via WhatsApp (‎+44 7347 469395) or email (info@atlas-zellige.com) with your order number.
  • Wait for our written confirmation and return instructions before shipping anything back.
  • Return shipping costs are the customer's responsibility, unless the return is due to our error.
  • Goods must be securely packed — items damaged due to insufficient return packaging cannot be refunded.

6. Refunds

Once your return is received and inspected, we will confirm the outcome by email or WhatsApp. Approved refunds are issued to your original payment method within 14 days of receiving the goods back. Outbound delivery charges are refunded only when the entire order is cancelled within the statutory period or the return is due to our error.

7. Contact Us

For any question regarding this policy, our team is here to help: