Damages and Returns
Damages and Returns Policy
At DPS, we want you to be completely satisfied with your tile purchase. If you're not happy with your order, we accept returns within 7 days of delivery.
Tile Returns
We can only accept returns for the full order quantity—no partial returns.
Returned items must be unopened and in their original packaging, including all shrink wrap and pallet straps.
Returns must be arranged by the customer.
A 25% restocking fee applies to all returned goods.
Delivery charges are non-refundable and will be deducted from your refund total.
We cannot accept returns on:
Partial orders or leftover tiles
Damaged or unpackaged tiles
Discontinued product ranges
End-of-line or bundled clearance products
Damages
At DPS we pride ourselves on our professionalism and operate to extremely high standards, however on occasion goods can get damaged in transit.
All orders leave our warehouse facilities in perfect condition after checking by the line manager and supervisor these goods are photographed prior to loading on the delivery vehicle.
If you see or suspect damage of any description, then please do the following within 48 hours of receiving your order.
When ordering your goods it is important to allow 10% extra for cuts, waste and breakages, 10% of breakages is usually acceptable. In the Stone Industry, the first 10% of damages are not covered for any replacement, it is industry standard that is not uncommon for a small nominal 10% or less of the goods to incur the occasional chip or damage within the transportation of your goods.
Due to the nature of the laying process, cuts will always need to be made to slabs to fit around drain covers and into corners this will always result in some wastage in off-cuts. We always advise ordering an additional 10% to account for this, as well as any laying mishaps, accidental damage on-site.
Chips to the edges or corners of a slab can occur when unpacking or during transporation. these cannot be claimed for. Chips to the corners will not affect the performance of the slab and are typically concealed once the patio has been grouted.
We are unable to accept claims for orrders that has been collected or arranged to be collected by a third party.
We will Issue you a refund of the damaged goods after the 10% for a sucessful claim. Please note we do not offer free replacements.
- Take an Image of ALL Damaged Tiles from a top down Birds eye view, see example photo below.
- Mark Damaged on the delivery with signature.
- Complete our Damages Form Below
- Please see Example photo below, any photo not sent like this will not be accepted.
