Refund and Returns Policy

Overview

Overview

Lacica Porcelain supplies premium architectural surfaces, tiles, slabs, and sanitary ware across the United Arab Emirates. Due to the heavy nature of architectural freight and custom order staging, all returns and cancellations are strictly governed by the specific terms detailed in your order documentation.

Returns & Restocking

Governed by Quotation: All policies, eligibility criteria, authorized return windows, and applicable restocking fees are strictly detailed on your official Quotation or formal sales order agreement.

Quotation Precedence: No returns or restocking requests will be processed outside the express terms agreed upon in your signed quote or purchase order.

Mandatory Inspection Window (48 Hours)

Delivery Note Endorsement: All materials must be inspected upon arrival. Any visible transit damage, pallet breakage, or missing items must be explicitly marked on the physical delivery note before the driver departs.

Photographic Evidence: Any claim for damaged goods must be submitted to our customer care team within forty-eight (48) hours of delivery with clear photographic proof of the packaging and product. Claims submitted after 48 hours cannot be accepted.

Fixing Constitutes Acceptance

Inspect Before Installation: All tiles, slabs, and surfaces must be inspected for sizing, shade, and quality prior to installation.

Zero Liability Post-Installation: Once surfaces are cut, adhered, laid, or installed, Lacica accepts zero liability for shade mismatches, sizing variations, or visual defects. Installed or modified products cannot be returned or refunded under any circumstances.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Non-Returnable Goods

Clearance Items: All clearance deals, end-of-batch lots, promotional items, and discounted inventory.

Bespoke Products: Custom-cut tiles, fabricated porcelain slabs, and specially tailored architectural stone.

Sanitary Ware: Opened, unsealed, or previously mounted sanitary items and mixers.

Chemicals & Adhesives: Any opened, unsealed, or partially used bags and containers of adhesives, grouts, or sealants.

Wholesale & Commercial (B2B) Orders

Commercial projects, contractor orders, and wholesale shipments are governed exclusively by their executed Purchase Orders (POs) and official quotation agreements.

Need help?

For questions regarding your quotation terms, commercial order conditions, or delivery documentation, contact our support team:

hone / WhatsApp: +971 52 730 2091 (Available 8:00 AM – 8:00 PM GST)

Support Response Time: 1 to 3 business days

Operating Entity: Lacica Building Material Trading (SPS-LLC), P.O.Box 9444 Ajman