Question 1

Can I have my order delivered or pick it up myself?

Accepted Answer

Yes, at Seramika you can choose between delivery or pickup. During or after the ordering process, the applicable option will be coordinated. For pickup, you will receive a notification from us once the order is ready.

Question 2

Can I pick up my tiles myself?

Accepted Answer

Yes, it is possible to pick up products yourself. Please contact us in advance to arrange a pickup time and to make sure your order is ready.

Question 3

How does delivery work at Seramika?

Accepted Answer

Orders are delivered to the address you provided. Delivery takes place to the point the carrier can reasonably reach with their vehicle. Products are generally not carried inside or transported to upper floors, unless explicitly agreed upon in advance.

Question 4

Are tiles carried inside?

Accepted Answer

No, products are not carried inside by default. Delivery takes place to a suitable and accessible unloading point.

Question 5

What if my address is hard to reach?

Accepted Answer

If a location is difficult to access, for example due to a narrow street, restricted area or limited access, delivery may take place at a nearby suitable unloading point. You are responsible for a safe and accessible unloading point.

Question 6

Are heavy products delivered on pallets?

Accepted Answer

Yes, many products are delivered on pallets due to their weight and fragility. Therefore, make sure the unloading point is accessible for freight traffic and that there is enough space to unload safely.

Question 7

Do I need to be present during delivery?

Accepted Answer

That is recommended. You should check the delivery immediately upon receipt for visible damage, breakage, incorrect delivery or missing products.

Question 8

What should I do if my order arrives damaged?

Accepted Answer

Check your order immediately upon receipt. Any visible damage, breakage, incorrect delivery or missing products must be reported to Seramika within 48 hours of receipt.

Question 9

Can I still complain about damage after the tiles have been installed?

Accepted Answer

No, after processing or installation, complaints about visible defects are no longer accepted. Therefore, always check your order immediately before processing.

Question 10

Can I return my order?

Accepted Answer

As a consumer, you generally have the right to cancel your order within 14 days of receipt without giving a reason. However, returns must first be registered and approved by Seramika.

Question 11

Do I need to register a return first?

Accepted Answer

Yes, a return must always be registered and approved by Seramika in advance. Returns without prior registration may be refused.

Question 12

Who pays the costs of a return shipment?

Accepted Answer

The costs and risk of the return transport are at the expense of the consumer.

Question 13

What conditions must a return meet?

Accepted Answer

A product must be returned in new condition. This means it must not have been used, processed or assembled, must not have any damage or signs of use, must be complete and must be in the original packaging.

Question 14

What happens if the packaging is damaged upon return?

Accepted Answer

If the product or packaging is damaged during the return shipment or if the condition of the product deteriorates, Seramika may deduct a reasonable depreciation from the refund amount.

Question 15

Can I return ceramic tiles?

Accepted Answer

No, ceramic floor and wall tiles and mosaic tiles are excluded from returns. This is due to batch and shade differences between productions.

Question 16

Can I return specially ordered products?

Accepted Answer

No, products that have been specially ordered or produced for you cannot be returned.

Question 17

Can I return outlet or remaining stock products?

Accepted Answer

No, products from remaining stock, discontinued collections or outlet sales are excluded from returns.

Question 18

Can I return adhesive, grout or sealant?

Accepted Answer

No, consumables such as tile adhesive, grout, sealants and cleaning products cannot be returned. It is not possible to determine from the outside whether these products have been stored under the correct conditions.

Question 19

Can I return used or installed products?

Accepted Answer

No, products that have been used, processed or installed cannot be returned.

Question 20

Why may reordered tiles differ from my previous order?

Accepted Answer

Ceramic tiles may differ in colour, shade, texture and size per production batch. When reordering, it is possible that the products come from a different batch, which may result in shade differences.

Question 21

Are minor colour or size differences in tiles normal?

Accepted Answer

Yes, variations in colour, shade, texture and size are inherent to the production process of ceramic tiles and do not constitute a defect in themselves.

Question 22

Are product photos always exactly the same as the real product?

Accepted Answer

Not always. Images are for illustration purposes. Minor differences in colour, texture, size or finish may occur.

Question 23

Can I derive rights from a calculation or laying advice from Seramika?

Accepted Answer

No, calculations and advice on required quantities of tiles are provided solely as a service. No rights can be derived from these. You remain responsible for the correct quantity.

Question 24

Should I order extra tiles for cutting waste?

Accepted Answer

Yes, we always recommend ordering extra tiles for cutting waste and reserve.

Question 25

How does ordering a sample work?

Accepted Answer

You can order a sample to better assess the colour, texture and appearance of a tile before making a final choice.

Question 26

Will I get the sample costs back if I later order the tile?

Accepted Answer

Yes, if you place an order for the same product after receiving a sample, Seramika can automatically refund the sample costs. This only happens after the statutory withdrawal period for that order has fully expired.

Question 27

Do I need to submit a request to get sample costs back?

Accepted Answer

No, if the conditions are met, the refund is processed automatically by Seramika. You do not need to submit a separate request.

Question 28

When are sample costs not refunded?

Accepted Answer

Sample costs are not refunded if the final order does not concern the same product, was not placed by the same consumer, has been fully or partially cancelled or returned, or in cases of abuse, fraud or unusual numbers of samples.

Question 29

Can I return a sample?

Accepted Answer

No, samples are solely intended for product assessment and cannot be returned.

Question 30

When does warranty apply?

Accepted Answer

Unless otherwise agreed in writing, Seramika does not provide warranty on products it has not manufactured itself, other than the warranty it may have received from its suppliers.

Question 31

Can a warranty claim be refused?

Accepted Answer

Yes, Seramika is not obliged to honour a warranty claim if the buyer has not fully, correctly or timely met their obligations towards Seramika at that time.

Question 32

When does warranty expire?

Accepted Answer

Warranty expires when you make or have changes or repairs made to the products yourself, when the products are used for purposes other than those for which they are intended, or when they have been treated, used or maintained carelessly, inexpertly or incorrectly.

Question 33

What happens if my payment fails?

Accepted Answer

If a payment is reversed or refused, Seramika is entitled to suspend delivery or dissolve the agreement.

Question 34

When is my order processed?

Accepted Answer

An order is only processed after full payment has been received.

Question 35

Are all prices including VAT?

Accepted Answer

Yes, all listed prices include VAT, unless stated otherwise.

Question 36

Can prices still change?

Accepted Answer

Yes, price changes resulting from changes in legislation, taxes or levies may be passed on.

Question 37

What if there is an error in the product information or price?

Accepted Answer

Seramika takes great care to correctly display products, prices and specifications. However, obvious errors or mistakes in the offer are not binding on Seramika.

Question 38

Can Seramika refuse my order?

Accepted Answer

Yes, Seramika reserves the right to refuse an order or impose additional conditions when there are justified reasons.

Question 39

How can I file a complaint?

Accepted Answer

Complaints can be reported within a reasonable period via info@seramika.nl. Seramika will assess the complaint and seek an appropriate solution.

Frequently Asked Questions