Order Cancellation
The cancellation of an order or part of it is possible provided that:
- It has not been processed or delivered. Therefore, no relevant Shipping Note, Retail Receipt, or Invoice has been issued.
- It exclusively includes “In Stock” catalog products. Order cancellations for products marked as “On Demand” are not possible.
Reporting Damages Upon Delivery
Due to the fragile and sensitive nature of our products, the customer is required to check the condition of the packaging upon delivery. If any packaging appears damaged, broken, or otherwise suspected of compromising the product’s integrity, the customer must unpack the product and inspect its condition. In case damage is identified:
- The customer may refuse to accept the products from the delivery personnel.
- The customer may inform After Sales Support within 48 hours by sending an email including the purchase documents and photos of the product. For Bathroom Items, photos must be taken within their original packaging, and for Tiles, photos must be taken at the delivery location. Moving them to a different location may render any complaint or replacement request invalid.
For any clarification, you may contact After Sales Support:
- Viber: +30 6936 860 024
- Email: aftersales@hatz.gr
Product Return
The customer is required to inspect the product’s condition within 15 calendar days from the date of receipt. Once this period has passed, the product is considered flawless and accepted, and the company reserves the right to reject any return or replacement request.
It is common for customers not to be present during product receipt/installation, and for installation crews to be unaware of the customer’s selections. The customer is obligated to check the products before installation to confirm they received the correct product. If the products are installed, used, or modified, they cannot be returned or replaced unless proven defective, meaning they do not meet their technical specifications.
For the return of a proven defective product, please contact After Sales Support:
- Viber: +30 6936 860 024
- Email: aftersales@hatz.gr
Acceptable Returns
A product return or replacement is acceptable only in the following cases:
- Incorrect Shipment: If the received product does not match the customer’s order, provided that it has not been installed, used, or modified.
- Product Failure: If the product has an aesthetic or manufacturing failure covered by warranty, provided that it has not been installed, used, or modified. The return request must be accompanied by photographic and video evidence per After Sales Support instructions.
- Defective Product: If the product has a non-visible manufacturing defect. The return request must be accompanied by photographic and video evidence per After Sales Support instructions.
- Product Exchange: If the customer wishes to exchange a non-defective product for another, provided that the return complies with all Basic Return Conditions.
For cases of Incorrect Shipment, Product Failure, and Defective Product, the shipping, return, and re-shipping costs are covered by Porcelana. Customers may choose to exchange the returned product for another or request a refund.
In the case of Product Exchange, the customer is responsible for returning and shipping the new product at their own expense or means to and from Porcelana’s central warehouses in Kalochori, Thessaloniki. If the customer prefers a refund instead of an exchange, the shipping and return costs will be deducted from the refund amount.
Basic Return Conditions
In all return cases, the product must:
- Be accompanied by all purchase documents (retail receipt, invoice, invoice-shipping note, etc.).
- Be in its original packaging, which must be intact, undamaged, unsoiled, and unaltered in any way.
- Be pristine, in the exact condition received, with all accessories and manuals in perfect condition.
- Not have been installed, used, or modified. If installed or used, it will only be refunded if proven defective, meaning it does not meet its technical specifications.
- Be classified as an “In Stock” catalog item.
Non-Acceptable Returns
A product return or replacement is not acceptable for:
- Products manufactured or ordered specifically for the customer (“On Demand”).
- Promotional or out-of-catalogue products.
- Products that have already been installed, used, or modified.
- Installation materials, consumables, adhesives, grouts, etc.
- Leftover tiles after installation (even if they are in sealed boxes).
Important Notice: No complaints regarding defective tiles will be accepted after installation. Please ensure the integrity, shade, and calibro of the products are checked before installation. For more information, please visit the FAQ section: “What should I consider before installing tiles?”
