Refund policy

Returns

All sales at Karen Pearse Home are final, and we do not accept returns. This applies to all merchandise, including items purchased on sale or marked as is. We always recommend ordering samples before you commit to a full order.

Many of our products have natural color and texture variation, which is part of their character and beauty. Ordering three to four samples of the same product lets you see that variation first hand, so you know exactly what to expect. Keep in mind that a sample gives you a true sense of a collection's look and feel, but won't be an exact replica of your full order.

Samples

Samples are cut swatches of the material, supplied in sizes ranging from approximately 4x4" to 6x6" depending on the product. Sizes shown on product pages refer to the full tile or sheet format, not the sample. Samples are final sale.

Planning your order

Because our materials are produced in batches, a later reorder may not match your original delivery exactly in shade or texture. Industry practice is to order 10 to 15% more than your measured requirement, and we'd recommend the same. Some loss during installation is normal, as tiles are cut to fit, edges and corners can chip, and the occasional piece breaks. Ordering that overage up front means you can finish your project from a single run and keep a little attic stock for future repairs.

If something is out of stock

We keep our inventory as accurate as we can, but stock moves between Karen Pearse Home and our commercial business, KPGD. Some pieces also come to us directly from the artisans who make them, so occasionally something sells before the system catches up. If that happens with your order, whether it's a sample or a bulk quantity, we'll email you as soon as we know.

You'll have three options, and the choice is yours:

  • Wait for the incoming stock. We'll give you the best date we have.
  • Swap for something similar. We're glad to send samples or talk you through the closest alternatives.
  • Cancel the affected items for a full refund. If the rest of your order is ready, we can ship that and refund the difference.

If we don't hear from you within five business days, we'll hold your order and follow up.

Cancellations and changes

If you need to cancel or change an order, email hello@karenpearsehome.com with your order number as soon as possible and we'll tell you where things stand. We can usually make a change before your order has entered processing. Once it has been processed or has gone into production, we're no longer able to cancel or amend it.

Lead times

All lead times and delivery dates are estimates. A number of factors can affect timing, so please build in a little flexibility when planning your project.

Inspecting your order

Please inspect all material before any installation begins, and email us within 2 business days of delivery if anything is damaged. If you find damage that wasn't apparent when the shipment arrived, let us know within 5 business days.

Installation constitutes acceptance of the material as delivered, including its shade variation, color variation, size and thickness tolerance, finish, texture, and the natural characteristics that come with stone, clay, and handmade tile. If something looks wrong, please don't install it. Once material has been installed, we're unable to offer a replacement, credit, or claim of any kind.

Damage in transit

Damage in transit is rare, but it does happen, and we'll always work to make it right. To replace damaged material we have to file a claim with the carrier and that claim depends entirely on the evidence you send us, so please follow the steps below.

  1. Tell us within 2 business days of delivery. Email hello@karenpearsehome.com with your order number.
  2. Send photographs of both the packaging and the damaged material. We need the outer boxes or crate, including any visible damage to them, and clear photographs of each damaged piece. If your order arrives with visible damage to the packaging, photograph it before you open it.
  3. Keep everything until we tell you the claim is settled. Please hold on to the damaged material and all of the original packaging. The carrier may ask to inspect either one, and if the material has been discarded before we've filed and processed the claim, we may not be able to replace it.
  4. For larger orders arriving by freight on a pallet, note any visible damage on the delivery receipt before signing, and please accept the shipment rather than refusing it. If you aren't able to inspect the pallet fully while the driver is there, write "possible concealed damage" on the receipt. Refusing a delivery sends the material back to the carrier and creates extra charges and delays in getting your replacement out. Just note the damage, accept it, and contact us for next steps.

Once we've processed the claim, we'll send replacement material or, where that isn't possible, issue a refund.

If we've sent the wrong item, or something is faulty

If you receive a product that doesn't match what you ordered, or you find a manufacturing fault before installation, please email hello@karenpearsehome.com with your order number and photographs within 2 business days of delivery, and please keep the material and its packaging until we've sorted it out. We'll work with you to make it right. Please don't install it.

Refunds

We do not charge restocking or handling fees. When a refund is approved, it's issued to your original payment method within 5 to 10 business days. Depending on your bank, it may take a little longer to appear on your statement. We'll ask for your order number or another record of purchase when handling any claim.

Questions

We're always happy to help. Reach us at hello@karenpearsehome.com. A written copy of this policy is available on request.