FAQs

To facilitate your access to our products, we have categorized our range into four main groups. By hovering your cursor over the main menu, a detailed table appears with all the categories and subcategories of products for each group. This way, you can easily and quickly navigate to the products that interest you.
Additionally, you can make use of the “What are you looking for?” feature, located at the top right section of the page. By entering the name or code of the product in the search field, the available options will appear.
On our website, you can find detailed information about our products, complete collections, and impressive photorealistic virtual reality tools. We have designed our website focusing on your needs, to offer you a unique “Porcelana Experience”.

We are pleased to offer you the ability to view a photorealistic representation of our tiles from the comfort of your home by using your mobile phone, tablet, or computer and selecting the “Try it on your space” button, you can either see the tiles you wish installed in your own space or apply them to predefined photos. We have ensured that this advanced virtual reality technology is available for the majority of tiles in our range, to help you design your space just as you envision it.

Certainly! At your Porcelana store, we provide photorealistic renderings of your choices in a 3D environment. We can combine endless options for colors, cabinets, countertops, and accessories, to help you design the perfect kitchen or wardrobe tailored to your personal needs.

Our passion is researching new trends and products! We work diligently and responsibly every day to evolve the combinations we offer in our stores, providing you with complete ideas for your spaces. Our commitment is to offer you the most contemporary and high-quality products.
To achieve this, the Porcelana Buyers team attends all the major international industry fairs, collaborating manufacturers’ factories and potential new suppliers to design and produce new, unique products for you.

At Porcelana, we emphasize on the quality of our products. We conduct rigorous checks to ensure that each product meets high-quality standards. This allows us to provide a minimum 2-year warranty on ALL Porcelana products.

At Porcelana, you can pay for your purchases using the payment method that suits you best, including cash, bank transfer or debit/credit card.
During specific promotional periods, Porcelana offers up to 12 interest-free installments with the use of all credit cards.
Important: For all custom-made items and special order products, a deposit of 50% of the total amount is required.

Delivery within the store prefecture

• Orders up to €500: Fixed fee of €30.
• Orders from €500 to €1,500: 4% of the total order amount.
• Orders from €1,500 to €3,000: 3% of the total order amount.
• Orders from €3,000 to €5,000: 2% of the total order amount.
• Orders over €5,000: Free of charge.

Deliveries outside the store prefecture

• Orders up to €5,000: All the above rates apply, with an additional charge of €2/km (including the return trip of the delivery vehicle).
• Orders over €5,000: Only the charge of €2/km applies (including the return trip of the delivery vehicle).

Deliveries to remote or difficult-to-access areas
Remote or difficult-to-access areas include islands, mountainous areas and any postal code that is difficult to access or not regularly serviced.
If the customer specifies a remote or difficult-to-access area, or a distant prefecture from the company’s headquarters (Thessaloniki & Athens) as the delivery location, additional transportation charges may apply.

For all tiles and bathroom products, delivery is made to a point accessible by the delivery vehicle, such as the ground floor or sidewalk of the specified delivery address, with no obligation to transport items to higher floors.
If transportation of the products to a higher floor is agreed, the costs for lifting equipment, labor as well as specific delivery time services will be borne by the customer.

Deliveries within the store prefecture
The transportation cost is fixed for each prefecture. You can get more information from the sales consultant at the Porcelana store.

Deliveries outside the store prefecture
The transportation cost is variable depending on specific conditions of each delivery, such as the distance, delivery location, etc. You can get more information from the sales consultant at the Porcelana store.

Deliveries to remote or difficult-to-access areas
Remote or difficult-to-access areas include islands, mountainous areas and any postal code that is difficult to access or not regularly serviced.

If the customer specifies a remote or difficult-to-access area, or a distant prefecture from the company’s headquarters (Thessaloniki & Athens) as the delivery location, additional transportation charges may apply.

The above costs include labor for transporting the products to the customer’s space (floor), where installation or assembly is performed by a specialized team of Porcelana.
In case transportation of the products to a higher floor requires lifting equipment or specific delivery time services, the costs will be borne by the customer.

Porcelana’s partner teams handle the assembly and installation of all kitchen and wardrobe furniture at a pre-agreed cost.
For remote areas outside the store’s prefecture where the Porcelana team needs to travel, an additional charge will apply based on the distance. You can get more information from the sales consultant at the Porcelana store.

You can cancel your order within 14 calendar days.

Returns must be made within 14 calendar days from the day of receipt by the customer and must be accompanied by all sales documentation (receipt, invoice, delivery note, etc.).
Customers have the right to return the product if there is a defect in the product itself or if they change their mind.
Returned products must be in excellent condition, including all parts and accessories, and must not have been used. The return must be made in its original packaging, which must not be damaged, torn, soiled, altered in any way, or otherwise in a condition other than the original. Any shipping and handling costs will be borne by the customer.

Non-acceptable returns:
Porcelana does not accept returns of products beyond 14 calendar days from delivery.

Additionally, returns are not accepted for:

• Products that were custom-made or specially ordered for the customer (kitchen countertops and cabinets, tiles and bathroom products, bathroom furniture, etc.).
• Products ordered from third-party catalogs for customer convenience (tiles, sanitary ware, accessories, electrical appliances, etc.) that are not listed in Porcelana’s official catalogue or website.
• Promotional and out-of-catalogue products.
• Leftover tiles after installation (even if they are in sealed boxes).

If the return is due to a company-related issue (e.g., incorrect shipment, product defect), the return shipping cost is borne by Porcelana.
If the return is due to a customer-related issue, customers at their own expenses or transport of their choice, can send the products to our central warehouse in Kalochori, after contacting the After Sales department using the following methods:

• Viber: 0030 6936 860 024
• Email: aftersales@hatz.gr

All ceramic products may have minor variations in their dimensions (calibro) and color shade (tone). Therefore, before installation, it is important to always check the calibro and tone of the tiles, which are indicated on each box. Ensure that all boxes of the same code display the same details.

Inspection before installation:

• Open two or three boxes and lay the tiles on the floor to check the product’s aesthetics when laid out, as well as the calibro and tone of the pieces.
• To achieve a better aesthetic result, we recommend mixing pieces from different boxes during installation.

Installation instructions:

• Tiles should always be installed with grout joints, both on the floor and on the walls.
• Use the appropriate adhesive for the type of surface and the type of tile. The adhesive should be applied (“combed”) evenly using a notched trowel, without large gaps between the tile and the surface. Gaps can lead to cracks, breakages, or detachment of tiles due to expansion and contraction or moisture accumulation.

After installation:

• Allow the adhesive to dry completely. The drying time depends on the humidity levels and the temperature of the installation space.
• Once the adhesive is dry, you can proceed with grouting the tiles. Remove any excess grout before it dries completely. If it has already dried, use specialized liquid cleaners to remove the grout residue.

WARNING: Removing adhesive and grout residues using metal or abrasive tools as well as strong or acidic detergents, can damage the tiles.

PLEASE NOTE THAT ANY COMPLAINTS AFTER THE TILES INSTALLATION WILL NOT BE ACCEPTED.

The impressive smooth surface of full polished tiles reflects light, adding high aesthetics and luxury to any space. This flawless appearance is achieved through a specialized glazing process during which transparent glaze is applied to the tiles’ surface. The tiles are then fired in special kilns at temperatures of 1200°C and polished with fine abrasives to achieve the desired shine. The full polished tiles of the Lavarock collection are manufactured using the highest quality glaze, carefully selected from factories in Spain and Italy, offering exceptional transparency and durability. They are an ideal choice for residences or spaces with light traffic, while for professional areas with heavy traffic, the use οf tiles with different specifications is recommended.
To maintain the luxurious appearance of full polished tiles, it is essential to follow specific guidelines during installation and use.

During installation:

• Avoid contact with any sharp tools or objects that may damage or wear the tile surface.
• Clean any adhesive or grout residue immediately before it dries, using a soft cloth and mild cleaners. The use of metal tools and objects for cleaning joints, as well as wire or hard brushes, is strictly prohibited.
• After cleaning, cover the tile surface with double-layered kraft paper to protect it from damage during further work.
• Ensure that technical crews (painters, electricians, etc.) are aware that they should not drag tools across the tile surface and that construction debris such as plaster and gravel should be removed immediately.

During use:

• The use of robot vacuums (wifi) is prohibited, as their repetitive movements can cause damage to the tile surface. Instead, opt for a regular vacuum cleaner.
• Tiles should be cleaned with mild cleaners, such as liquid soap. The use of acidic cleaners that may damage the tile glaze is strictly prohibited. Ensure that cleaning crews have been informed of this requirement. The use of mild cleaners is essential throughout the tiles’ lifespan to maintain their shiny appearance.
• Do not drag heavy furniture or objects with metal legs across the tile surface, as this may cause damage to the glaze.

Before installing mixers, shower panels and hydro-massage systems, it is important to run sufficient water to clean the pipes and water supply network of any foreign bodies and small particles (such as plaster residue, dirt, sand, etc.) that may have entered during construction or repair.

Filter installation:

• Always install the special filters on the water supply line, at the connection between the pipe and the mixer’s flexible hose.
• If the water in your area is hard, it is recommended to install a water softening filter on the main supply line, after the water meter.

Cleaning and Maintenance:

• Cover the mixers during grout application on the tiles and during their cleaning, as grout residues can cause oxidation on the mixers’ surface.
• For the mixers’ cleaning we recommend using soap and water. Avoid strong or acidic detergents that contain chlorinated or sulfate components, as well as abrasive cleaners, as they may cause oxidation and damage to the mixers’ surface.
• Clean the mixers’ filters and the main water supply lines regularly. Remove accumulated limescale from the mixers’ filters using special detergents or white vinegar.

The factory warranty for mixers is valid only if:

• The entire water supply network has been thoroughly cleaned before connection.
• Protective filters have been installed on the mixers’ supply lines prior to installation.
• The following operating conditions are met:
  • The hot water temperature does not exceed 80°C.
  • The control pressure does not exceed 16 bar.
  • The operating pressure does not exceed 5 bar.
  • The minimum pressure for switching to shower mode is 0.8 bar.

The factory warranty for mixers is not valid if:

• Water filters have not been installed.
• There is an imbalance in the hot and cold water pressure.
• he hot water temperature exceeds 80°C (e.g., due to the use of a solar water heater).

The factory warranty for mixers does not cover:

• Damage due to normal wear and tear, such as mechanisms, rubber parts, and sealing rings.
• Damage resulting from improper installation, such as excessive network pressure or over-tightening of threads.
• Problems due to electrolysis.
• Breakage due to freezing (it is recommended to drain the water in installations that are not used for long periods).
• Improper use.