Payments and Deposits

The following is required for the order to be processed

For online store orders : 100% payment in full at time of the order.

For special orders under 300 CAD (including sample orders): 100% payment in full at time of the order

For special orders over 300 CAD: 50% deposit at time of the order, final 50% paid one week before shipping date. Order is not shipped until full payment is received and confirmed. The initial deposit constitutes acceptance of these “Terms and Conditions”

Returns & Order Changes:

Cancellation/Change within 2 business days of order date: Full refund of any payment/deposit minus 15% of order value

Cancellation/Change past 2 business days of order date, and up to one week before shipping date: Full refund of any payment/deposit minus 50% of order value.

Cancellation/Change past one week of shipping date (including when order has shipped): No refund issued.

Damaged/Missing Orders

Products are carefully packed and inspected before leaving our facilities. All claims for damaged and broken material must be submitted by email with supporting pictures, as customer is responsible for the inspection of all material when received. No claim for damage can be accepted if not noted at the time of delivery. Pending review of the claim, investigation may take place with the carrier.

CaroM reserves the right to decline any responsibility for damage/breakage caused by the carrier, the client’s handling of the merchandise, or other external factors beyond the company’s control.

Product Quality & Maintenance

Product Quality Disclaimer:

All items are handmade by professional artisans; these tiles must be treated as unique natural products. Each tile is different from the next, as they are made by hand, specific for your interior.

Shade variations are inherent due to the production process, and it is possible that the tiles you receive will be slightly different from the sample or display shown to you in the showroom.

Product Maintenance:

CaroM advises against the use of harsh abrasive cleaners on tiles. Please use a natural stone cleaner

Tiles should not be placed in areas that reach freezing temperatures for long periods of time. Tiles are suitable for external usage however will fade with sun exposure. Client’s discretion is advised when considering outdoor installation.