Introduction

Our goal at irantile.co is to provide customers with a safe, transparent, and hassle‑free shopping experience. This Return and Refund Policy sets out the terms, conditions, and procedures for returning, exchanging, or obtaining refunds for items purchased from the website. This document is drafted with special consideration for the particular characteristics of tiles, ceramics, and stone products (including high weight, fragility, and possible color or texture variations).

Scope

This policy applies to all items purchased from irantile.co unless an explicit exception is stated on the product page (for example, custom items, cut‑to‑size products, or hygiene/consumable items that are non‑returnable).

Return Period

  • For most items: Customers may request a return or exchange within 7 business days after delivery, unless a different period is specified in the product description.
  • For tiles, ceramics, and stone products: Given the nature of these products, returns are accepted within 3 to 7 business days after delivery if the packaging is intact and the delivered item is materially different from the listed specifications or has manufacturing defects (the exact time frame depends on the type of issue and the seller’s agreement).

General Return Conditions

  • Condition of packaging and product: Returned items must be in the condition in which they were sold and must not show signs of installation, use, or intentional damage. Original packaging, accessories, labels, and the purchase invoice must be returned with the item.
  • Damaged items in transit: If an item is received with visible damage or breakage (especially important for tiles, ceramics, and stone), the customer must note the issue in the presence of the delivery agent at the time of delivery and immediately report it to site support. Failure to report damage at delivery may reduce or void return rights.
  • Custom and cut‑to‑size items: Items cut or customized to customer specifications (for example, stone or tile cut to special dimensions) are generally non‑returnable unless there is a manufacturing defect or a clear discrepancy with the order.

Return Request Procedure

  1. Submit request: The customer must submit a return request via their account on the website or by emailing support, including the order number, a description of the issue, and supporting photos (if available).
  2. Initial review: The support team will review the request within 48 business hours and respond. Additional information or photos may be requested for further assessment.
  3. Return approval and shipping coordination: If approved, packaging instructions and the return address will be provided. For heavy or fragile items like tiles, ceramics, and stone, special shipping arrangements (with an authorized carrier) will be coordinated to prevent damage during return.
  4. Receipt and evaluation: After the item is received at the warehouse, quality control will inspect the item and will notify the customer of the assessment and the refund or exchange outcome within a maximum of 7 business days.

Return and Refund Costs

  • Returns due to site or seller error (for example, incorrect item shipped, defective item, or damage during transit): Return and shipping costs are typically borne by irantile.co or the seller, and a full refund or replacement will be provided.
  • Returns for customer‑chosen reasons (for example, color/dimension not as expected, change of mind): Return shipping costs are the responsibility of the customer, unless otherwise agreed in special circumstances.
  • Refund: After confirmation of the item’s condition, refunds are typically processed within 7 to 14 business days via the original payment method or another agreed method. Any bank or tax charges outside current legal obligations may be deducted from the refund amount (if applicable).

Exceptions and Non‑returnable Items

  • Custom, cut‑to‑size, or made‑to‑order items (such as stone or tile with bespoke dimensions/cuts) are non‑returnable unless a manufacturing defect exists.
  • Items damaged due to improper installation, misuse, or alteration are not eligible for return.
  • Discounted or promotional items may be subject to more limited return conditions; such terms will be specified on the product page or at the point of sale.

Packaging Recommendations for Returns (especially for tiles, ceramics, and stone)

  • Use original packaging and provide adequate protection (pallets, shock absorbers, foam, or bubble wrap).
  • Prevent movement within the package using suitable fillers.
  • Mark the package with the order number and a “RETURN” label to speed processing.
  • For heavy or sensitive shipments, coordinate with support to determine the authorized carrier.

Exchanges

If the customer requests an exchange (for example, a replacement item or a correctly specified product), the exchange will be processed after the return is approved and the replacement item is confirmed in stock. Shipping costs for the exchange will be determined by agreement.

Damage in Transit

If damage occurs during transit for heavy or fragile goods, documentation including photos of the packaging and damaged items and the delivery report (if recorded) must be submitted to support so an investigation with the carrier can begin and compensation can be requested if applicable.

Disputes and Complaints

Customers may submit complaints via the contact form or support email. We strive to review and respond to all complaints within 10 business days. If a resolution cannot be reached, the matter may be pursued through the competent legal authorities, and the laws of the Islamic Republic of Iran will apply.

Supplementary Policies

  • Policy updates: irantile.co may update this policy at any time. Changes are effective immediately upon publication on the website unless an effective date is stated.
  • Contact information: To submit a return request, report damage, or follow up on return status, contact us via the “Contact Us” page on the website or through the support email/phone number provided.

Final Recommendations for Buyers of Tiles, Ceramics, and Stone

  • Before purchasing, carefully review technical specifications, dimensions, and color samples; request a sample or technical consultation from support if needed.
  • At delivery, inspect packaging for visible damage before signing the receipt, and record any issues if present.
  • For large orders or construction projects, consult and coordinate in advance with the seller or support team to arrange specialized packaging and shipping.