Refund policy

Return and Refund Policy

Returns

All sales at Karen Pearse Home are final, and we do not accept returns. 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 firsthand, 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.

Inspecting your order

Please inspect all material within 48 hours of delivery and before any installation begins. 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

Damage in transit is rare, but it does happen, and we'll always work to make it right.

If your order arrives with visible damage to the box or packaging, take a photo before opening it. Then unpack and inspect everything before installation begins, and email us within [48 hours] of delivery if anything is damaged, with your order number and a few photos of both the item and the packaging.

For larger orders that arrive by freight on a pallet, note any visible damage on the delivery receipt before signing, and please accept the shipment rather than refusing it. 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.

In every case, reach us at kphome@kpgd.com and we'll take it from there with replacement material or, where that isn't possible, a refund.

Cancellations

If you need to cancel or make a change to your order, please email kphome@kpgd.com with your order number as soon as possible. We can cancel or edit an order within [3 hours] of your order confirmation. After that, your order may already be processing, and we're no longer able to make changes, even if it hasn't yet shipped.

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.

Refunds

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.

Questions

We're always happy to help. Reach us at kphome@kpgd.com.