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 14 days of the delivery date or in-store purchase date, whichever is later. Please tell us you want to return them within 24 hours of delivery, so we can authorise the return. To be eligible:
- Goods must be unused and in their original, unopened packaging
- Full boxes only: we cannot take back part boxes or loose tiles
- Batch labels must remain intact
- Goods must be returned to our warehouse for inspection
Installed tiles cannot be returned under any circumstances.
2. Restocking Fee
A restocking fee of 20% of the returned goods' value, or £10, whichever is more, 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
The cost of returning goods is yours, unless they are faulty or we sent the wrong item.
Return to the authorised returns depot (recommended). After receiving return authorisation, you may bring eligible goods to Five Acre, Barnet, NW9 5FH. There is nothing extra to pay.
Request a collection. If you need us to collect the goods, we charge what the collection actually costs us, and we tell you the amount before we book it. 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 fee and collection cost, and are made within 10 working days of the goods reaching us. 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. Shortages must be reported at delivery.
- Photograph the damage or shortage, keeping the tiles on the pallet and in their packaging where possible.
- Email the photographs to contact@marvra.com, as a written claim, 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 14 days
- Part boxes, loose tiles, or goods not in their original packaging
- Special orders or custom-ordered products, which also cannot be cancelled once ordered
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 fee and return costs above.
9. Contact Us
For help with returns, refunds or damaged goods:
- Email: contact@marvra.com
- Phone: +44 7951 112 550
- Authorised returns depot: Five Acre, Barnet, NW9 5FH. Contact us before sending or bringing goods.