Delivery Policy - Tile Return & Exchange Regulations

Delivery policy and return regulations are clearly stated below. If you have any questions or complaints regarding orders and customer service, please contact Hotline 0914 226 720 for assistance.

1. Delivery Policy

1.1. Delivery within Ho Chi Minh City

KHATRA offers free delivery within inner Ho Chi Minh City. Goods are only delivered to the ground level of the construction site, within 5m from where the truck parks.
No manual handling upstairs, up steps, into elevators, down to basements, over sand piles, through obstacles, or crawling under scaffolding.
Please arrange the tile storage area, pathway, and entry/exit permits for apartments or construction sites prior to the delivery time.
No delivery into truck-restricted routes; in the event of restricted routes, please hire a tricycle, motorbike taxi, or carry the tiles into the site yourself.

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KHATRA – Delivery Regulations

The company will charge unloading/handling fees as follows:

Carrying over 15m or over rough terrain: 5,000 VND/ box.
Carrying up porch steps (< 5 steps, step height < 20 cm): 10,000 VND/ box.
Carrying up stairs (6 – 10 steps): 15,000 VND/ box.
Carrying over sand piles, under scaffolding, or over thresholds/steps higher than > 0.5m: 20,000 VND/ box.
Other cases are to be negotiated directly with the handling team.

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Handling Fee Schedule

1.2. Interprovincial Delivery

Goods are delivered free of charge from KHATRA’s warehouse to the transport company / freight depot designated by the customer. Shipping fees from the transport company / freight depot to the delivery destination will be paid by the customer.

Note: KHATRA only provides free delivery for orders > 50m2 within inner Ho Chi Minh City. For large orders > 150 million VND, the company supports free delivery up to 3 times; from the 4th delivery onwards, an additional delivery fee will be charged.

2. Return and Exchange Policy

2.1. Returned Goods

Must remain in original strapping, original packaging, full boxes, and free from chipping or breakage.
Returns are only accepted within 15 days from the purchase date.
The returned quantity must not exceed 10% of the total purchased quantity.
Returned goods are subject to a deduction of 10,000 VND / m2 for outbound shipping costs.
Customers are responsible for returning goods to the company warehouse or covering the return shipping costs from the customer’s location to the company warehouse.

Khatra delivers to Audi Tan Binh

Note: Customers should keep remaining loose tiles for future replacement needs, as tiles are manufactured in batches and shade variation between batches can be up to 30%; furthermore, some product codes may be discontinued in the future. Finding 1 or 2 matching tiles from your original batch after several years is extremely difficult.

2.2. Exchanged Goods

For exchanges not caused by technical defects, KHATRA charges an exchange fee of 20,000 VND/m2.
Customers bear 2-way shipping costs.

2.3. Non-returnable / Non-exchangeable Goods

For items not eligible for return or exchange, sales staff will provide notice during the sales process and prior to delivery.

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KHATRA – Return and Exchange Policy

3. Payment Regulations

Customers are kindly requested to pay 100% of the total order value upon goods arriving at the project site. If full payment is not made, the truck will return the goods, and 2-way shipping costs equivalent to 20,000 VND/m2 will be deducted from the initial deposit.

4. Product Warranty

Water absorption caused by technical tile defects, not from use in continuously wet/damp environments or conditions.
Abrasion, discoloration under normal usage conditions, not caused by prolonged sun exposure, not from using concentrated chemicals other than standard household cleaners, and not in extremely high-traffic areas.
Deep scratches caused by technical tile defects, not by sharp objects or sand scratching the tile surface.
For defects other than the 3 cases above, KHATRA reserves the right not to warrant products that have already been installed.

KHATRA – Product Warranty Policy

5. Tiling Recommendations

Installation pattern: Only lay straight or with a 3/7 stagger pattern; do not lay in a 5/5 pattern to avoid lippage due to natural tile curvature.
Spacing & expansion: Leave a minimum grout joint of 2mm for rectified tiles and 3mm for non-rectified tiles to allow natural tile expansion.
Do not mix different brands or types of tiles: Tile sizes vary across manufacturers; combining them may cause misaligned grout lines and aesthetic flaws.
Minimize tile cutting: Manual cutting can easily cause dimensional errors and warping. If cutting is requested, customers must pay 100% in advance with no returns or exchanges permitted.
Protect tile surfaces: Do not drag heavy objects or metal across polished tiles to prevent scratches.
Do not use abrasive materials (scouring pads, sandpaper…) or strong chemicals when cleaning.
Inspect goods prior to installation: Check color and specifications immediately upon delivery. If any discrepancy is found, stop installation and contact Hotline: 0914 226 720 – 0917 665 466 – 0933 588 655 immediately for prompt and timely assistance.
No complaints will be resolved once tiles have been installed.