rosinettitiling.com is committed to providing customers with clear processes for orders, appointments, and refunds. This policy applies to services purchased through rosinettitiling.com, including tile installation, bathroom and kitchen tiling, natural stone installation, tile replacement, and the supply of related materials.
- Order Cancellation
If you need to cancel an order or a scheduled service appointment, please contact us via email as soon as possible, providing your order details, the scheduled date, and the reason for cancellation.
Upon receiving your request, we will verify the order status, work completed, material procurement status, and relevant contract terms, and notify you of the outcome via email.
For orders where work has not yet commenced and no non-recoverable costs have been incurred, we will process cancellations and refunds in accordance with applicable laws and the terms agreed upon by both parties. If work has already begun, or if materials have been purchased, processed, or delivered, the refundable amount may be calculated based on the actual progress of performance; however, this does not exclude any consumer rights to which the customer is entitled by law.
- Cancellation of Service Appointments
For tile installation, bathroom tiling, natural stone installation, and other construction services, customers should provide advance notice regarding any cancellation or rescheduling.
If work has not yet started, we will assess eligibility for a refund based on the order terms and applicable laws. If partial services have already been completed, the refund amount will be determined based on the work finished, reasonable expenses incurred, and applicable laws.
If an order must be cancelled because we are unable to provide the confirmed service, we will communicate next steps with the customer and arrange a refund or other solution in accordance with applicable laws and the specific circumstances of the order.
- Cancellation and Return of Material Orders
For tiles, natural stone, and other related materials, customers wishing to cancel an order or return items should contact us via email first and await confirmation before shipping the goods back.
When submitting a request, please provide the order number, product name, a description of the issue, and relevant photographs. Returned materials must be properly packaged according to the confirmed return method.
For materials with quality issues, shipping damage, or discrepancies with the order, we will verify the situation and provide an appropriate solution—such as replacement, repair, or a refund—in accordance with applicable laws. For returns requested due to personal reasons, eligibility, product condition requirements, and return shipping costs will be determined based on applicable laws and the terms of the order. Different rules may apply to materials that are customized, processed to specific requirements, or specially ordered; however, this does not affect the consumer rights guaranteed by law.
- Refund Application Process
Refunds are generally processed according to the following steps:
Submission: Send an email to projects@rosinettitiling.com including the order number, payment date, reason for the request, and relevant supporting documentation.
Order Verification: We will verify payment records, order status, construction progress, or material delivery status.
Review and Response: We typically respond with the outcome within 3–5 business days of receiving the complete application materials; if further investigation is required, additional time may be needed, and we will notify you as promptly as possible.
Refund Processing: Once the application is approved, we will initiate the refund in accordance with applicable laws and the terms of the order. In principle, refunds are issued to the original payment method.
Bank Processing: After the refund is initiated, it typically takes 5–10 business days for the funds to appear in the customer’s account, depending on the issuing bank, payment service provider, and payment method.
The timeframes mentioned above are estimates and do not constitute a guarantee regarding the time required for funds to be credited by all banks. If applicable laws mandate a shorter refund period, we will comply with those regulations.
- Refund Amount and Payment Method
The refund amount will be determined based on the specific circumstances of the order, services rendered, materials delivered, and applicable laws. Any cancellation fees or other deductions communicated to you must have a reasonable basis and comply with applicable laws.
We operate on a one-time sales model and do not automatically charge recurring subscription fees without the customer’s explicit consent.
If the original order was paid via Stripe or another third-party payment service, the refund will generally be processed through the original payment channel. Processing times by banks or payment institutions may vary.
- Delays, Non-delivery, or Non-performance of Services
If materials are not delivered according to the confirmed schedule, or if confirmed services cannot be provided as agreed, please contact us via email and provide your order details. We will verify the situation and consult with the customer on an appropriate course of action, which may include updating delivery arrangements, rescheduling construction work, re-supplying materials, or issuing a refund where applicable.
- Contact Us
To cancel an order, request a refund, or check the status of a refund, please contact us via the following channels:
Company: ROSINETTI LIMITED
Address: Nesher House, 125a Slough Lane, London, England, NW9 8YD
Tel: +44 20 7946 0517
Email: projects@rosinettitiling.com
Please include your order number and relevant details in your email so that we can verify and process your request as quickly as possible.
This policy does not limit the statutory rights to which customers are entitled under applicable UK laws and other relevant consumer protection regulations.