Terms and Conditions

The Agreement is subject to availability of the Products to be supplied. No other terms apply to the Agreement unless either agreed in writing or agreed orally and confirmed by a replacement Sales Order delivered to Customer by hand or by electronic mail. For custom made or custom fit Products (“Custom Orders”) a separate agreement may apply.

Price and Payment. Unless stated otherwise, all prices quoted are exclusive of sales and use taxes which shall be added (if applicable) at the prevailing rate. The Sales Order sets out the price and terms for payment and the amounts of any deposits. A fifty percent (50%) deposit is required to reserve the items on an order and payment in full must be received prior to scheduling delivery. In case of Special Orders and Custom Orders, unless otherwise agreed, hundred percent (100%) payment shall be required to place an order.

During Annual Sales or other promotional sales, payment in FULL is required for ALL Products to qualify for sale pricing.
A payment shall be considered effected when it is available for Porcelanosa. In the case of checks, payment shall be deemed effective when such checks have been cashed.
The payment terms are fundamental to the Agreement and any breach of those terms by the Customer terminates the Agreement.

Review your order. Customer shall confirm that the Sales Order contains full and accurate information of the ordered Products, especially Product, price, quantity, payment and delivery information. Porcelanosa assistance during the purchase process is based on the information the Customer provides. It is the Customer’s responsibility to provide Porcelanosa with accurate information. Porcelanosa shall not be liable for any mistake arising from inaccurate or incomplete information provided by the Customer. Customer should verify quantities, dimensions, site conditions and other requirements with its installer before ordering, where necessary.

Delivery. Porcelanosa will provide the Customer with an ESTIMATE of arrival of the Product. Once the Product is ready for delivery Porcelanosa or the delivery company will inform the Customer and provide him/her with the available delivery dates.

Porcelanosa will make its best efforts to reach the estimated date but the actual delivery date could exceed it due to circumstances beyond Porcelanosa’s control. Notwithstanding the above, Customer may always be able to reach Porcelanosa Store for re-schedules and questions about the status of the order. Porcelanosa will always do its best to satisfy the Customer.

Customer is responsible to provide Porcelanosa with a valid and accurate shipping address. Once delivery is confirmed, any failure by Customer to abide by the delivery schedule will result in re-scheduling fees to Customer. In the event Porcelanosa makes a delivery attempt that Customer fails to receive, Customer shall assume the extra cost of the failed delivery in addition to the valid one.

Deliveries are to curbside, driveway or a garage/secured area only if accessible by pallet jack and unless otherwise noted in the Sales Order. If previously required by Porcelanosa, Customer shall also be responsible to be equipped with a forklift and a dock. Porcelanosa does not clean or remove trash or packaging after delivery.

Delivery fees change depending location. Inside delivery service may be purchased at an additional cost that will be quoted per job.

Porcelanosa is not responsible for damages to items that were not properly removed prior to the delivery arrival. The delivery crew is not authorized or insured to move items other than the Product being delivered. The delivery crew is not authorized or insured either to mount or drill any items on your wall, nor to connect or disconnect any media equipment.

Customer is responsible to make sure that the access to the site into which the items are to be fitted is sufficient for the size of the Products purchased and to modify the premises if necessary. If upon delivery the Product does not fit, the customer will still be responsible for the delivery fee. Customer must also provide the delivery vehicle with reasonable access to park and deliver, or give Porcelanosa sufficient notice for reasonable arrangements for making deliveries.

Customer agrees to sign a delivery note as proof of delivery.

24 hours prior notification is required to schedule a pick-up in Porcelanosa’s warehouse.

Porcelanosa shall not be liable for any reasonable delay in performance or failure to perform which is attributable to any cause beyond its immediate control, including, but not limited to, acts of God, fire, or other catastrophes, strikes, civil disobedience, military acts fabrication delays, inability to obtain Items, or transportation delays. Hence, Porcelanosa shall not be responsible for any labor charges, installation, or other consequential losses or incidental damages arising from such delays.

It is Customer’s responsibility to inspect the Products upon delivery or when picking up to ensure that they are in a satisfactory condition without any obvious damage and delivered in the quantities exhibited on the order. Damages shall be reported as indicated below.

Check before installing. Upon delivery, Customer shall make sure all items are in satisfactory condition before installing them. Any damaged, incorrect or missing merchandise must be reported as indicated below. To the extent permitted by law, Porcelanosa will not be responsible for any losses incurred if Customer does not adhere to this.

If a surrogate receives the merchandise on the Customer’s behalf, Customer is still responsible to make sure all items are in satisfactory condition.

Risk passes on delivery. Once the Products have been delivered by Porcelanosa to the Customer or its representative, the responsibility for the Products passes from Porcelanosa to the Customer including, without limitation, the risk of them becoming lost or damaged.

Accepted Variations. Some Products have variations of shading, size and finish which shall not be considered defects. Natural Products (made from materials such as marble, wood or stone) have a greater degree of variation than any of Porcelanosa’s other Products. This applies not only to shading but also to the pattern that is produced with a Natural Product. The fact that the material is natural means that it may present imperfections inherent in its nature such as knots in wood, different shading, color or different intensity and orientation of veining in marble. It is impossible to get two Natural Products that are the same as each other in shading and/or design. Customer agrees that any Natural Product supplied will not be equal to the ones in the catalogue or showroom, but will be similar.

Natural Products require special care, in order to maintain its quality and beauty; Customer must follow all the instructions provided in the Warranty, Maintenance Guideline and Installation Instructions of the Product. The measurements provided in the packaging, sales order or other documents may be rounded up; please contact your sales representative for accurate measurements.

Installation. All Products should be installed according to the approved industry standards and Porcelanosa’s installation instructions and Customer shall provide its installer with the Installation Instructions from Porcelanosa. Installation of the Product constitutes its acceptance.

Installation services are not included in this Agreement. In the event Porcelanosa provides installation services, a separate written agreement must apply.

Retention of Title. Porcelanosa remains the legal owner of the Product until payment has been received in full. If Customer obtains possession of the Products before then, Customer agrees to hold them on Porcelanosa’s behalf until full payment has been received, Customer will then become the legal owner.

Cancelation of an order. Special Orders, Final Sale items orders and Custom Orders may not be cancelled after 24 hours from the Sales Order date. For the rest of orders, Customer may cancel the order within 15 days of the Sales Order but at least 72 hours before delivery. Unless otherwise agreed, the amount already paid will be refunded in full.

In the event Porcelanosa cancels, to the extent permitted by law, its liability will be limited to refunding within 10 business days any deposit paid to Porcelanosa for the Products to the person who paid us. If payment has been made by somebody else on Customer’s behalf (e.g. a credit card company or a bank), the repayment shall be made to them.

Returns, exchanges and Re-stocking Policy. Special Orders, Final Sale items orders and Custom Orders may not be returned or exchanged. Returns or exchanges will not be accepted without prior authorization. Returns or exchanges are not accepted after 45 days from the delivery date. A 20% restocking fee will be assessed on approved returns within 45 days from the delivery date. Product must be returned or exchanged via prepaid freight, in full original cartons, intact and in salable condition. In case of tile, only complete full cartons will be accepted. In case of items sold by piece, they must be returned by the piece. A packing or original invoice and Porcelanosa’s return authorization number must accompany all returns.

Refunds Purchases above $25.00 made by cash or check will be refunded by check and mailed within 10 business days to the individual or company who appears in the original invoice. Refunds of credit card purchases are refunded to the card used on the original purchase.

Claims Policy. All Claims for shortages, damages, or billing errors must be reported upon acceptance of goods and confirmed in writing within 30 days from the invoice date. Claims made after 30 days will be waived and the original billing will be assumed correct and valid.

Defects. If Customer claims that defective Products have been provided by Porcelanosa, Customer agrees to allow Porcelanosa the right and access to inspect them at all reasonable times requested by Porcelanosa. Until a claim is fully resolved, Customer agrees to hold the Products in good condition and take all care of them. Please refer to Warranty of the Product for further details.

For any cancellation, returns or defects Customer shall provide the following information to its Porcelanosa Store: Authorization Number, Invoice Number, Item Number, picture of the product and description of the problem.