Check the goods on delivery
Tiles travel on pallets. In the vast majority of cases everything arrives intact, but transport is the most delicate moment: that’s why checking on delivery is essential and protects you.
When the courier arrives:
- Check the pallet before signing: packaging, corners, protective film.
- If you see broken packaging, a tilted pallet or crushed boxes, sign the delivery note with reservation, writing out in full “accepted subject to inspection for transport damage”.
- Take photos of the pallet and the packaging, before opening them.
Signing without reservation counts as accepting the goods as intact: without that wording it’s very hard to obtain a refund for any transport breakages. It’s two minutes that protect you.
How to report transport damage to us
Found damage? Write to us within 3 days of delivery at info@gresio.it attaching:
- order number;
- photos of the pallet, the packaging and the damaged tiles;
- a copy of the delivery note signed with reservation.
We handle the claim ourselves and agree with you on the replacement or refund of the damaged material.
Right of withdrawal: 14 days
If you buy as a consumer, you have the right to withdraw within 14 days of delivery, without having to give a reason, as provided by the Italian Consumer Code.
To exercise your right of withdrawal:
- notify us at info@gresio.it within 14 days of delivery;
- return the goods intact and in their original packaging within 14 days of the notification;
- the return costs for palletised material are at your expense, unless otherwise agreed.
We refund you within 14 days of the goods being returned (or of proof of shipment), to the same payment method you used. The right of withdrawal does not apply to cut or made-to-measure products.
How to request a return or refund
In all cases the first step is the same: write to us at info@gresio.it with your order number and a description of the problem. We’ll guide you through the rest of the procedure.