Refund policy

Return and Refund Policy

At TESSERA FORMA, every ceramic wall tile is handcrafted and carefully inspected before shipment. Due to the handmade nature and fragility of our products, please review the following policy before placing your order.

1. Return Eligibility

You may request a return within 14 calendar days after your order has been delivered.

To be eligible for a return, the item must:

  • Be unused, uninstalled and in its original condition;

  • Include all original protective materials and packaging;

  • Show no signs of mounting, installation, handling damage or alteration;

  • Be accompanied by the order number and proof of purchase.

To request a return, contact us at www1225459410@gmail.com before sending anything back.

Returns sent without prior authorization may not be accepted. After approving your request, we will provide the appropriate return address and return instructions. Please do not send returns to our Singapore registered office unless we specifically instruct you to do so.

2. Handmade Characteristics

Each TESSERA FORMA tile is made and finished by hand. Natural variations may occur in:

  • Glaze colour and tone;

  • Surface texture and sheen;

  • Carved or raised details;

  • Dimensions and thickness;

  • Edges, firing marks and other artisanal characteristics.

These variations are part of the character of a handmade ceramic object and are not considered defects. Product colours may also appear slightly different depending on lighting conditions and screen settings.

3. Damaged, Defective or Incorrect Items

Please inspect your order immediately upon delivery.

If an item arrives damaged, defective or incorrect, contact us within 48 hours of delivery at www1225459410@gmail.com.

Please include:

  • Your order number;

  • A description of the issue;

  • Clear photographs of the damaged or incorrect item;

  • Photographs of the outer shipping box;

  • Photographs of the internal protective packaging;

  • A photograph of the shipping label.

Please retain the product and all packaging materials until we complete our review. Disposing of the packaging before the claim is reviewed may affect our ability to process a replacement or refund.

If the claim is approved, we will provide an appropriate remedy, which may include a replacement, repair, partial refund or full refund. We will cover reasonable return or replacement shipping costs for verified damaged, defective or incorrect items.

4. Change-of-Mind Returns

For an approved return that is not caused by damage, defect or fulfilment error:

  • The customer is responsible for the return shipping cost;

  • The original shipping fee is non-refundable;

  • Customs duties, import taxes and related clearance charges are non-refundable;

  • The customer is responsible for ensuring that the item is securely repacked;

  • We strongly recommend using a trackable and insured shipping service.

TESSERA FORMA is not responsible for returned items that are lost or damaged in transit. If a returned item arrives damaged because it was inadequately packed, an appropriate deduction may be made from the refund.

5. Non-Returnable Items

The following items cannot be returned unless they arrive damaged, defective or incorrect:

  • Custom-made or personalized products;

  • Made-to-order designs created to customer specifications;

  • Products that have been installed, mounted, used or altered;

  • Gift cards;

  • Final-sale or clearance items specifically marked as non-returnable;

  • Items returned without authorization;

  • Items returned after the applicable return period.

6. Order Changes and Cancellations

If you need to change or cancel an order, contact us as soon as possible at www1225459410@gmail.com.

Cancellation requests submitted within 12 hours of purchase will be considered, but cancellation is not guaranteed. Once an order has entered production, packing or shipment, it may no longer be changed or cancelled.

Custom-made, personalized and made-to-order items cannot be cancelled after production has begun.

7. Exchanges

We do not currently offer direct exchanges.

If you wish to replace an eligible item with another product, please request a return. After the return has been approved, you may place a new order separately.

Damaged, defective or incorrect items will be handled under Section 3 of this policy.

8. Refunds

We will notify you after your return has been received and inspected.

If approved, the refund will be issued to the original payment method within 10 business days. Your bank or payment provider may require additional time to process and display the refund.

If more than 15 business days have passed since we approved your refund, please contact us at www1225459410@gmail.com.

Shipping charges, customs duties, import taxes and other third-party fees are not refundable unless the return results from our error or from a verified damaged or defective item.

9. Refused and Undeliverable Shipments

Customers are responsible for providing a complete and accurate delivery address and for responding to delivery or customs-clearance requests.

If a shipment is refused, unclaimed or returned because of an incorrect address, failed delivery attempt, unpaid import charges or failure to complete customs clearance, the following amounts may be deducted from any eligible refund:

  • Original shipping costs;

  • Return shipping costs;

  • Customs charges;

  • Carrier handling charges;

  • Other costs incurred in recovering the shipment.

A refund, if applicable, will only be assessed after the returned shipment has been received and inspected.

10. Consumer Rights

Nothing in this policy excludes or limits any rights or remedies that cannot legally be excluded under the consumer protection laws applicable to your purchase.

11. Contact

For return or refund enquiries, please contact:

TESSERA FORMA
Operated by EVERWOOD ENTERPRISES PTE. LTD.
Email: www1225459410@gmail.com
Registered office: 1 North Bridge Road, #18-02, High Street Centre, Singapore 179094

Please note that the registered office is not a return-processing location. Always contact us and obtain return authorization before sending any item.