1. Overview

This Refund & Returns Policy applies to all orders placed with PatternPOP ("we", "us", or "our") through our website at patternpop.co.za, by email, by WhatsApp, or via any quote or order confirmation we issue. By placing an order with us, you confirm that you have read and accepted this policy.

Because the vast majority of our products are printed and manufactured specifically to your design brief, this policy is built around made-to-order goods. Please read Section 2 carefully before placing a custom order.

2. Custom & Made-to-Order Products

Our floor tiles are produced on demand using your chosen print design, colours, and quantities. Once production of a custom order has begun, the goods cannot be resold to another customer and are therefore non-refundable and non-returnable, except where the goods are damaged in transit or defective (see Section 5).

Before we begin production, we provide a design mockup and an order confirmation setting out the design, colours, quantities, and total price. It is your responsibility to check and approve these carefully. We cannot accept returns or issue refunds for:

• Approved designs, colours, or layouts that you later change your mind about
• Spelling, logo, or artwork errors present in files or briefs you supplied to us
• Colour variation within normal printing tolerances, or slight differences between on-screen previews and the printed product
• Quantities ordered that turn out to be more or less than you needed (we recommend ordering a small surplus for future repairs)
• Incorrect measurements or area calculations supplied by you or your installer

3. Cancelling or Changing an Order

You may cancel or amend a custom order free of charge before production begins. To do so, contact us as quickly as possible at roche@patternpop.co.za or on WhatsApp and quote your order or quote reference.

• Before production starts — full cancellation, with any amount you have paid refunded in full, or amendments made at no charge.
• After production has started — the order can no longer be cancelled or refunded, as the printed tiles are made specifically for you. Where production is only partially complete, we will discuss the fairest available option with you.

We will always confirm in writing when your order moves into production so you know the cut-off point.

4. Sample Kits

Sample kits and individual sample tiles are supplied to help you assess material quality, finish, and print before committing to a full order. Because samples are a low-cost, consumable item that cannot be restocked once dispatched, sample kits are non-refundable.

If your sample kit arrives damaged or you receive the wrong item, contact us within 14 days of delivery and we will replace it at no charge (see Section 5).

5. Damaged or Defective Goods

We stand fully behind the quality of our tiles. If your order arrives damaged in transit, is defective, or does not match the order we confirmed with you, you are entitled to a free replacement, repair, or refund.

Examples of issues we will put right at no cost to you:

• Tiles that arrive cracked, broken, or damaged in transit
• Printing defects such as smudging, peeling, or significant colour deviation outside normal tolerances
• Manufacturing faults affecting the interlock mechanism or tile integrity
• The wrong design, colour, size, or quantity compared with your confirmed order

6. How to Report a Problem

1. Get in touch within 14 days of receiving your order, by email at roche@patternpop.co.za or on WhatsApp.
2. Send us your order reference and clear photos or a short video showing the damage, defect, or discrepancy, plus the affected quantity.
3. We assess and respond. We will confirm the resolution — replacement, repair, or refund — usually within 5 business days. We may ask you to return the affected tiles; if so, we cover the return cost.
4. Resolution. Approved replacements are produced and dispatched as a priority. Approved refunds are processed per Section 8.

7. Your Rights Under the Consumer Protection Act

Nothing in this policy limits your rights under South Africa's Consumer Protection Act 68 of 2008 (CPA). In particular, Section 56 of the CPA gives you an implied warranty of quality: goods must be of good quality, in working order, and free of defects. If goods fail to meet this standard within six months of delivery, you may return them and choose a repair, replacement, or refund, at no cost to you.

This statutory protection applies in addition to the 14-day reporting window described above, which exists simply to help us address obvious transit damage and discrepancies as quickly as possible.

8. How Refunds Are Processed

Where a refund is due, the following applies:

9. Delivery & Return Logistics

For defective or incorrect goods, we arrange and pay for collection or return. Please keep the original packaging where possible, as it helps protect the tiles in transit and supports any courier damage claim. Do not install or modify tiles you believe are defective, as installation may affect our ability to assess the fault or issue a refund.

10. Changes to This Policy

We may update this Refund & Returns Policy from time to time to reflect changes in our practices or legal requirements. The version published on our website at the time you place your order is the version that applies to that order. We will update the "Last updated" date below whenever changes are made.