Refund Policy

About Our Handcrafted Tiles

Our designs are manually sublimated, and as a result, some variation in the final product may occur. This is a natural characteristic of the handcrafting process, not a defect. We strive to maintain the integrity and beauty of each piece, and we thank you for appreciating the handcrafted nature of our creations.

Each tile is crafted individually as it is ordered. Production times currently range from 1 to 3 business days for standard orders. Larger orders may require additional time as they are made by hand, one by one.

1. Overview

This Refund & Return Policy ("Policy") governs all requests for returns, refunds, or exchanges on orders placed through The Zanetti Studio website ("Site"). By placing an order, you acknowledge that you have read and agree to the terms of this Policy.

Because every tile is made to order by hand, our ability to accept returns and issue refunds is limited. We have designed this Policy to be fair to our customers while protecting the sustainability of our small, family-run business. Please read this Policy carefully before purchasing.

2. Made-to-Order Products — No General Returns

All Sales Are Final on Orders of 3 or More Tiles

Our tiles are made to order. Because production begins at the time of purchase, we are unable to accept returns or issue refunds on orders of 3 or more tiles, except in the specific circumstances described in Section 4 of this Policy.

This policy exists because each tile is individually crafted for your order and cannot be restocked or resold. We appreciate your understanding of the made-to-order nature of our products.

3. Our Recommendation: Order a Single Tile First

Not Sure? Start With One Tile.

We strongly encourage first-time customers to order a single tile before placing a larger order. This allows you to evaluate the color accuracy, size, finish, and overall quality of our product in your own space before committing to a full order.

A single-tile test order is the best way to ensure our product meets your expectations — and it gives you peace of mind before investing in a larger quantity.

Single-tile orders are subject to the same production timeline and shipping terms as all other orders. Please see our Shipping Policy for full details.

4. Circumstances Eligible for a Refund or Return

Refunds and returns will only be considered in the following specific circumstances:

4.1 Product Substantially Different from Website Images

If the product you received is substantially and materially different from the images displayed on our website, you may be eligible for a refund or return. Minor variations in color, tone, or texture that are inherent to the manual sublimation process do not constitute a substantial difference and are not grounds for a return or refund. Our handcrafted process naturally produces slight variation between pieces — this is a feature of artisan production, not a flaw.

To initiate a claim under this provision, please email bereweeks@gmail.com with:

Your order number
A clear written description of how the product differs from the website listing
Clear photographs of the tiles received, taken in good natural lighting

4.2 Items Damaged in Transit

We take great care when packing every order. Unfortunately, transit handling by postal carriers is sometimes beyond our control, and damage can occasionally occur. If your tiles arrive damaged, we are happy to offer a refund or exchange for the items that are actually damaged — once proper documentation is provided.

Damaged Items: Strict Photo Requirements

To file a damage claim, you must provide a single photo showing all damaged tiles lined up side by side, with the damage clearly visible on each tile.

A photo of only one damaged tile does not qualify for a full-order refund. Each damaged tile must be individually visible and documented in the photograph(s) submitted.

Claims that do not meet this photo requirement will not be processed.

Please also include photographs of the original outer packaging, as this helps us file a claim with the carrier. Do not discard any packaging materials until your claim is fully resolved.

3-Day Damage Claim Window — No Exceptions

All damage claims must be submitted within 3 calendar days of your confirmed delivery date. Claims received after this window will not be accepted, regardless of circumstances. Please inspect your order immediately upon delivery.

5. Maximum Refund Limitation

Refund Cap: Maximum of 5 Tiles

Regardless of the total number of tiles purchased, the maximum refundable amount under this Policy is limited to the value of five (5) tiles. This cap applies to all orders and all claim types — including damage claims, substantial difference claims, and any other approved refund scenarios.

Customers who purchase larger quantities do so with the understanding that this 5-tile refund cap applies. This limitation reflects the made-to-order nature of our products and the costs of handcrafted production.

Approved refunds are issued to the original payment method. The Zanetti Studio reserves the right to issue store credit in lieu of a monetary refund where appropriate.

6. Shipping Charges Are Non-Refundable

No Refunds on Shipping — Ever

Shipping charges are non-refundable under all circumstances, including approved refund claims, order cancellations, refused deliveries, and returned or undeliverable packages. This applies to both domestic and international orders.

7. International Orders — Final Sale

No Returns or Refunds on International Orders
All international orders are final sale. The Zanetti Studio does not accept returns on international orders under any circumstances, due to the complexities, costs, and risks of international return shipping.

International customers are also solely responsible for all customs duties, import taxes, VAT, and any other fees levied by their destination country. The Zanetti Studio does not cover, reimburse, or accept responsibility for any customs-related charges or delays.

Please review our full Shipping Policy for additional details on international order risks before placing your order.

8. Natural Variations Are Not Defects

Our tiles are manually sublimated, a handcrafted process that produces beautiful, one-of-a-kind results. As an inherent characteristic of this process, slight variations in color saturation, tone, texture, or finish may exist between individual tiles or between tiles and the digital images shown on our website.

Variation Is a Feature, Not a Flaw

Natural variation resulting from the manual sublimation process does not constitute a product defect, a substantial difference from website imagery, or grounds for a return or refund. By purchasing from The Zanetti Studio, you acknowledge and accept that handcrafted products carry inherent variation, and you appreciate the artisan nature of our work.

If you have concerns about color matching or finish consistency for a specific application, we strongly recommend ordering a single tile first (see Section 3) before committing to a larger order.

9. Claims That Are Not Eligible

The following are not eligible for a refund, return, or exchange under any circumstances:

Change of mind or buyer's remorse
Color variation or texture differences inherent to the manual sublimation process
Orders of 3 or more tiles where the product matches the website listing
Damage resulting from improper handling, storage, or installation by the customer after delivery
Damage claims submitted more than 3 calendar days after confirmed delivery
Damage claims without the required photographic evidence
International orders (all sales final — see Section 7)
Any portion of an order exceeding the 5-tile refund cap
Shipping charges, under any circumstances

10. How to Initiate a Claim

To initiate any eligible return, refund, or damage claim, please contact us at:

The Zanetti Studio

Email: bereweeks@gmail.com

Website: www.thezanettistudio.com

Please include your order number, a description of the issue, and all required photographs in your initial email. Incomplete claims will be returned for additional documentation before review can begin.

We are a small family business and aim to respond to all inquiries within 1–2 business days. We care deeply about every order and will always do our best to make things right within the bounds of this Policy.