By making an advance payment, you agree to these terms and conditions.
1. Order Confirmation & Advance Payment
To confirm any order and begin production, a minimum advance payment of 50% of the total order value is required. An order is not considered confirmed or in production until this advance is received.
2. Non-Refundable Advances
Please note that all advances and deposit payments are non-refundable and non-transferable.
Once the advance is paid, the order is locked in, and we immediately begin the process of material acquisition, artist booking, and bespoke production planning. We cannot refund advances under any circumstances, including but not limited to customer cancellation, change of mind, or order modification.
3. Production & Delivery Timeline
Standard Delivery Time: We require a minimum of 3-4 weeks to craft and deliver your order, calculated from the date of confirmed order placement and advance receipt. This is an estimated minimum timeframe and may be longer for larger or complex custom projects.
Force Majeure & Delays: While we strive to meet all deadlines, the Company cannot be held liable for delays caused by circumstances beyond our control, including natural disasters, customs delays, transportation strikes, equipment failure, or unexpected material shortages.
4. Expedited or Early Delivery Requests
If you require delivery earlier than our standard estimated timeframe and we have agreed to a faster schedule:
- Such expedited orders are accepted at the sole risk of the Customer.
- The Company will not be blamed, held liable, or responsible for any failure to meet the expedited delivery timeline. Normal production processes and external dependencies still apply, and a delay, though unintentional, is possible. Customer accepts full responsibility for expedited shipping outcomes.
5. Cancellation After Confirmation
Because our products are made-to-order and custom designed:
- Standard Cancellations: Once production has commenced after order confirmation and advance payment, the order cannot be canceled. The non-refundable advance applies.
- Completion Cancellations: If a customer cancels an order after production is complete but before delivery, the Company reserves the right to charge the remaining 50% balance, as the product has been completed according to their specifications. The completed product will remain the property of Azulejos Goa until full payment is received.
6. Returns, Replacements & Exchanges
Due to the nature of custom, handmade items:
- No General Returns or Exchanges: We do not accept returns, replacements, or exchanges for custom or made-to-order products unless they arrive damaged or are the incorrect item.
Damaged or Incorrect Items: In the unlikely event that your order arrives damaged or is the incorrect product:
- Please notify us within 48 hours of receipt with a clear description and photographic or video proof of the damage and packaging. A complete unboxing video is required as proof of receipt conditions for any claims.
- We will assess the situation and provide a replacement or a suitable resolution (repair or partial credit/refund, at our sole discretion) for proven transit damages or errors on our part.
7. Product Scope & Modifications
- Tile-Only Supply: The Company only provides the custom tiles as specified in the order.
- Additional Services: Any additional requests, including installation, custom framing, special mounting, or other services, are not included in the standard price. Such requests must be mentioned before order confirmation and will incur additional charges, which will be specified and agreed upon in writing.
8. Product Variance & Natural Characteristics
As Azulejos Goa tiles are often hand-painted and artisanal, minor variations in color, texture, and design are to be expected and are considered part of the unique character and beauty of each handmade piece. These natural variations do not constitute a defect and are not valid reasons for rejection or replacement.
9. Limitation of Liability
Azulejos Goa’s maximum liability for any order shall not exceed the total amount paid by the Customer for that specific order. We are not liable for any consequential, incidental, indirect, special, or punitive damages.
10. Balance Payment & Shipping
- Final Payment: The remaining 50% balance is due upon completion of production, before the order is dispatched or can be collected.
- Shipping Charges: Shipping and handling charges are separate, unless specified otherwise, and are to be paid by the customer.
11. Governing Law
This Refund & Cancellation Policy shall be governed by and construed in accordance with the laws of Goa, India. Any disputes arising from or related to this policy shall be subject to the exclusive jurisdiction of the courts located in Goa.
12. Contact Us
For any queries or concerns regarding this policy, please contact us. Azulejos Goa reserves the right to modify or update this Refund & Cancellation Policy at any time, with updates taking effect immediately upon posting.
Contact Us