Last updated: 5 October 2026
Please inspect the product, quantity, shade, batch, size and condition before installation. Material with a suspected defect, damage or incorrect specification must not be installed, cut, drilled, fabricated or otherwise used while the issue is being reviewed.
Standard Returns — 7 Calendar Days
TilesMan accepts eligible voluntary returns within 7 calendar days of delivery only where all of the following apply:
- The product is a standard-stock item.
- It is returned in full, unopened and factory-sealed boxes.
- It is unused, undamaged and in saleable condition.
- Proof of purchase is provided.
- TilesMan approves the return before the material is sent or brought back.
Approved voluntary returns are subject to a 20% handling and restocking charge. Original delivery and return-transportation charges are not refundable for a change-of-mind return.
Loose tiles, opened boxes and surplus pieces cannot be returned. After 7 calendar days, voluntary change-of-mind or surplus returns are not accepted.
Manufacturing / Factory Defects — 14-Day Reporting
TilesMan’s standard manufacturing-defect claim window is 14 calendar days from delivery. Any suspected manufacturing or factory defect must be reported as soon as it is identified and within that 14-day period under TilesMan’s standard claims process.
Please provide:
- Order or invoice number.
- Clear photographs and, where useful, video of the issue.
- Photographs of the product, packaging and batch/box labels.
- A brief description of when and how the issue was noticed.
Keep the affected material and packaging available for inspection. TilesMan may ask for the affected tiles to be returned before a refund or replacement is completed.
Colour Fading
Abnormal or premature colour fading may be treated as a manufacturing defect where the cause is confirmed to be a factory/manufacturing issue. Normal shade or tone variation, batch variation, exposure, staining, chemical damage, unsuitable cleaning products, incorrect maintenance, improper storage, installation conditions or normal wear are not manufacturing defects.
If suspected fading or another defect is visible before installation, do not install or use the tiles. Contact TilesMan immediately.
Used or Installed Material
Tiles that have been installed, cut, drilled, fabricated or otherwise used are not eligible for a refund under TilesMan’s voluntary defect-return process where the issue was visible or reasonably identifiable before installation or use.
If a latent defect could not reasonably have been identified before installation or use, any mandatory rights available under applicable UAE law remain unaffected.
Approved Manufacturing-Defect Claims
Where a genuine manufacturing defect is confirmed, the affected unused tiles must be returned or made available for return/collection as directed by TilesMan. TilesMan will process a refund for the confirmed affected quantity. If the customer prefers and stock is available, a replacement may be offered instead by agreement.
Visible Delivery Damage, Shortages or Incorrect Products — 24 Hours
Visible transport damage, shortages or incorrect products should be noted on the delivery document where possible and reported within 24 hours of delivery.
Please provide the order number and photographs of the material, packaging and box labels. Keep all affected material and packaging until the claim has been reviewed.
Do not install material if possible damage, a defect or incorrect supply is identified.
Shade, Pattern and Size Variation
Tiles and slabs are manufactured in batches. Reasonable variations in shade, pattern, texture, veining, calibre and nominal dimensions are normal and are not defects where they fall within the manufacturer’s specification.
Samples and website images show the general appearance only and cannot guarantee an exact batch match. Customers should purchase the complete required quantity in one order because later stock may come from a different batch.
Quantity and Surplus Material
The customer, designer, installer or contractor is responsible for checking measurements and confirming the required quantity before ordering. TilesMan’s quantity calculator is an estimating tool only.
Surplus material resulting from measurements, wastage allowance or site changes is treated as a voluntary return and is returnable only if it satisfies the 7-day return conditions above.
Non-Returnable Products
Unless mandatory UAE law requires otherwise, the following cannot be returned for change of mind, incorrect selection or surplus quantity:
- Opened boxes, loose tiles, installed, cut, drilled, fabricated or otherwise altered material.
- Special-order or non-stock products.
- Products sourced specifically for a customer or project.
- Reserved, cut or fabricated slabs.
- Clearance, discontinued or final-sale products.
- Material damaged by improper storage, handling, offloading, installation, misuse or unsuitable cleaning/chemicals.
- Samples and sample-delivery charges, unless otherwise required by law.
Exchanges
An approved exchange is processed as a return of the eligible original product followed by a new order. The replacement is subject to current availability, current pricing, delivery charges and payment of any price difference.
Cancellations
Standard-stock orders may be cancelled before they have been prepared, transferred or dispatched.
Special-order, reserved-slab, sourced-on-request, custom or fabricated products cannot normally be cancelled once TilesMan has placed the supplier order, committed costs or reserved the material specifically for the customer.
Refunds
Approved refunds are normally processed within 7–10 business days after any required returned material has been received and inspected. Refunds will generally be made through the original payment method. Bank and payment-provider processing times may vary.
Order Reservation — 90 Days
Fully paid material will be reserved for up to 90 calendar days from payment or, for incoming products, from the date the complete order is confirmed ready.
The customer must arrange delivery or collection within this period. After 90 days, continued storage and retention of the same batch are not guaranteed. TilesMan may release the reserved batch and later fulfilment will be subject to current availability and batch availability. Mandatory rights under UAE law are not affected.
Consumer Rights
These business rules are intended to provide a clear claims process and do not exclude or reduce rights or remedies that cannot lawfully be excluded under applicable UAE consumer-protection law.
For a return, defect claim or complaint, use our Contact Us page, email [email protected], or WhatsApp +971 54 399 1866. Please include your order number and photographs where relevant.