Refund & Returns Policy

Definition

Return is defined as the action of giving back the item purchased by the Buyer to the Seller on the Website.

Following situations may arise:

• Item was defective
• Item was damaged during shipping
• Product(s) was/were missing
• Wrong item was sent by the Seller

Points to be Noted

• The Seller can always accept the return irrespective of the policy.
• If the Seller disagrees with a return request, the Buyer can file a dispute with Ceramat within 45 days.
• We encourage the Buyer to review the listing before making the purchase decision.
• If a wrong item is ordered by the Buyer, the Buyer shall not be entitled to any return or refund.

Refund Request Process

The Buyer needs to raise the refund request within 15 days from the date of receiving the product.

Once the Buyer has raised a return request by contacting Customer Care, the Seller may choose one of the following options:

• Refund After Shipment Collection: The Seller agrees to wait until the logistics team collects the shipment before processing the refund.
• Refund Without Shipment Collection: The Seller agrees to refund the Buyer without requiring the product to be returned.

If the Seller accepts the return request, the Buyer must return the product and the refund will be credited to the Buyer’s account.

Return Conditions

For returns made by the Buyer, the following conditions must be met:

• Delivery costs for returning the product shall be borne by the Seller.
• The product must be returned in its original condition whenever applicable.
• The Buyer must cooperate with the return pickup process.