We want you to be fully satisfied with your purchase from Marvra. Because tiles are heavy, fragile and often produced in batches, our returns process is built around safe handling and quality control. Here is how it works.
Your Cancellation Rights
If you are a consumer buying online, you can cancel most orders within 14 days of receiving them under the Consumer Contracts Regulations 2013, and return them for a refund. This does not apply to bespoke or special-order products made or cut to your specification. The commercial terms below sit alongside these statutory rights and never override them.
1. Eligibility for Returns
Outside your statutory cancellation right, you may return eligible goods within 5 days of the delivery date or in-store purchase date, whichever is later. To be eligible:
- Goods must be unused, unopened and in their original condition
- Batch labels and packaging must remain intact
- Goods must be returned to our warehouse for inspection
Installed tiles cannot be returned under any circumstances.
2. Restocking Fee
A 20% restocking fee applies to commercial change-of-mind returns. This covers handling, inspection and batch reintegration. It does not apply where you are exercising your statutory cancellation right, or where goods are faulty or wrongly supplied.
3. Returning Goods
Return to warehouse (recommended). You may return eligible goods directly to our warehouse at Five Acres, Barnet, NW9 5FH. No collection fee applies.
Request a collection. If you need us to collect the goods, a collection fee will be charged and additional labour fees may apply. You are responsible for palletising the tiles and making sure they are safely accessible for collection.
4. Refunds
Once returned goods have been received, inspected and confirmed in their original condition, we will issue a refund to your original payment method. Refunds exclude any restocking and collection fees, and typically take 5–10 working days to process. Where goods are faulty or wrongly supplied, you receive a full refund with no deductions.
5. Damaged or Incorrect Goods
- Check your delivery when it arrives. If anything is damaged or missing, note it on the carrier's delivery note before the driver leaves.
- Photograph the damage or shortage, keeping the tiles on the pallet and in their packaging where possible.
- Email the photographs to contact@marvra.com within 24 hours of delivery. We'll replace the affected tiles from the same batch while stock lasts, or refund them.
Please don't cut or install any tile you believe is damaged, as we may need to see it.
None of this affects your legal rights. Under the Consumer Rights Act 2015, goods must be of satisfactory quality and as described, and they remain our responsibility until they reach you.
6. Non-Returnable Items
The following cannot be returned:
- Goods that have been installed, cut or modified
- Goods returned after 5 days
- Goods not in their original condition
- Special orders or custom-ordered products
7. Exchanges
We do not offer direct exchanges. You may return eligible products under this policy and place a new order for the items you want instead.
8. Cancellations
Orders may be cancelled before dispatch at no cost. If your order has already left the warehouse, it will be treated as a return and is subject to the restocking and collection fees above.
9. Contact Us
For help with returns, refunds or damaged goods:
- Email: contact@marvra.com
- Phone: +44 7951 112 550
- Returns address: Five Acres, Barnet, NW9 5FH