Returns

Changed your mind, or your order doesn't suit your project? You have 14 days to send it back to us. This page explains the procedure, the applicable costs and the refund times.

1. Your right of withdrawal

In accordance with Article L.221-18 of the French Consumer Code, if you are a consumer, you have 14 calendar days to exercise your right of withdrawal, without having to give reasons for your decision or pay any penalty.

This period runs:

• from the day you receive the last product of your order;
• in the case of staggered delivery, from receipt of the last lot or last part.

If the period expires on a Saturday, Sunday or public holiday, it is extended until the next working day.

2. Eligible products and exclusions

Almost our entire catalogue can be returned: adjustable pedestals, finishing profiles, accessories, and porcelain stoneware tiles in complete original packaging.

The right of withdrawal does not apply to:

• products made to your specifications or clearly personalised: tiles cut to size, profiles re-cut on request, special shades or finishes ordered for you (Article L.221-28 3° of the French Consumer Code);
• unsealed products that cannot be returned for reasons of hygiene or health protection (adhesives, mortars, resins and chemical products once opened);
• products installed, cut, drilled or modified after receipt.

Products must be returned to us complete, unused and in their original packaging (film-wrapped pallet, tile boxes unopened or neatly re-closed), together with all their accessories. You may be held liable for any diminished value resulting from handling beyond what is necessary to establish the nature and characteristics of the product; a deduction may then be applied to the refund.

3. How to return an item

Keep the proof of shipment: it will be requested in the event of a dispute with the carrier. Returns sent without a return number, or sent carriage forward, cannot be processed. Also remember to take a photo of the inside of the package and of the packed parcel: this will prove that the goods returned were in good condition and will serve as evidence in the event of a dispute.

4. Return costs

Return shipping costs are paid by you. You are free to choose your carrier. As our products are heavy and bulky, the cost of a return can be significant: as a guide, returning a pallet generally costs about the same as the initial delivery charges. We invite you to check your quantities before ordering — our quantity calculators and our customer service are there to help.

However, return costs are fully covered by Terrass'Expert when the return results from a picking error, a product that does not match the order, or a defective product (see sections 6 and 7).

5. Refund

We refund all sums paid, including standard delivery costs, no later than 14 days after the date on which we are informed of your decision to withdraw.

In accordance with Article L.221-24 of the French Consumer Code, we may withhold this refund until we have received the products back or until you have supplied proof of having sent them, whichever is the earlier.

• The refund is made using the same means of payment as that used for the order, unless you expressly agree to another method.
• No additional fee is charged to you for this refund.
• If you chose a delivery method more expensive than standard delivery, only the standard delivery rate is refunded.
• In the event of partial withdrawal, delivery costs are not refunded.

6. Goods damaged on delivery

Once these elements have been gathered, we take charge of the claim: replacement of the damaged products or refund, at no cost to you.

7. Defective product or picking error

If you receive a product different from the one ordered, an incorrect quantity or a defective product, contact us at contact@terrassexpert.com with your order number and photos. We organise and pay for the entire return, then replace or refund the product as you choose.

Product note: variations in shade, tone and veining between batches are inherent to porcelain stoneware and natural stone and do not constitute a defect. We recommend ordering your entire surface area at once to guarantee batch consistency.

8. Legal warranties

Independently of the right of withdrawal, you benefit from the following legal warranties:

• Legal warranty of conformity (Articles L.217-3 et seq. of the French Consumer Code): 2 years from delivery of the product. You choose between repair and replacement, and you are exempt from proving the lack of conformity during these 24 months.
• Warranty against hidden defects (Articles 1641 et seq. of the French Civil Code): 2 years from discovery of the defect, with the choice between returning the product for a refund or keeping it in exchange for a partial refund of the price.
• Manufacturers' commercial warranties where applicable, which are in addition to, and never replace, the legal warranties.

9. Model withdrawal form

Optional: complete and return this form only if you wish to withdraw from the contract.

Any questions before returning an item?

Our team will answer you and can often find a simpler solution than a return: an additional order, an exchange of items, an adjustment of quantities.

Email: contact@terrassexpert.com
Form: contact page

This returns policy supplements our general terms and conditions of sale. In the event of any discrepancy, the GTC prevail. Last updated: August 2026.