Buyer Protection Policy

What is covered

Every purchase paid through Checkout can be the subject of a claim for two things:

• Item not received: the seller never shipped, or tracking never shows delivery.
• Significantly not as described: what arrived is materially different from the listing, such as a different set or colorway, undisclosed damage or replaced tiles, or a reproduction sold as vintage.

Your payment goes to the seller’s Stripe account, not to Tile Collector. We review claims and direct refunds; we do not hold the seller’s funds or fund refunds ourselves.

How to file a claim

You have 14 days from delivery to file. The deadline is firm, so start early if something looks wrong.

• Use “Help with this order” on the order page to reach the seller. Most problems are honest mistakes.
• If it is not resolved within 3 days, open a claim from the order, with photos for a not-as-described claim. If the seller has not shipped 3 days after the ship-by date, you can open one straight away.
• We review the listing, photos, tracking, and both sides’ messages, and decide the claim.

For an upheld claim, Tile Collector starts a full refund to your original payment method from the seller’s Stripe account. For a not-as-described claim we may ask you to return the item first, at the seller’s cost. You keep any rights you have with your card issuer.

What is not covered

• Changing your mind, or the market price moving after you bought.
• Condition that the listing’s photos or description disclosed.
• Anything arranged or paid outside Checkout.
• Claims filed after the 14-day window.

Chargebacks

Please use a claim first: it is usually faster. Filing a chargeback with your bank closes the claim in favor of the card network’s process, which the banks decide.