Returns & Refunds
All orders are inspected prior to shipment. If a product is received damaged or missing please contact us immediately. It's not unusual to have 2%-3% of the tiles damaged during transit such as chipped edges. Any amount up to to 5% is still considered acceptable. These damaged tiles can be used for the cuts you will need to make. If breakage is above 5%, we would ask you to have it noted on the logistics receiving document and take pictures.
If you believe that you received a different product than the one you ordered, please take pictures and contact us within 3 days of the delivery with the pictures. If we conclude that it was our mistake and that you really received a product different than you ordered, we will contact you to discuss the best way to resolve this issue. We can either replace the order or refund you for the full amount of the order including the shipping..
If we conclude that the product you received is the product you ordered, we will contact you to discuss if you want us to process a regular return for your order. If a sample was sent before an order was placed, please NOTE that the samples are a good representation of the actual material you will receive however variations in the colors and patterns is quite normal especially in natural stones products since these products are not man-made but are genuine nature-made products. We can't duplicate an entire order based on a sample for those reason but we will ensure that your complete order is from the same batch.
You may return new and undamaged items in their original packing within 7 days of delivery for a full return less the actual shipping and handling costs we've incurred. All returned materials are subject to a 20% re-stocking fee. We will not accept any returns after 7 days of the delivery. Customer is responsible for all shipping costs both ways if seller is not at fault. The shipping cost and re-stocking fee will be deducted from your refund.
It is your responsibility to ensure all items are returned and received undamaged and in perfect condition. Otherwise those damaged products will be deducted from the total refund.
Items that are not returnable:
- Any item that has signs of use or damaged
- Any product marked "as is", "no returns accepted", "all sales final" or with a similar statement
- Any Special Order and Custom made products (See Special Orders Policy)
- Damages occurred during the installation are not considered defects and are not subject to return or refund
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