Returns and Refunds
Do you accept returns on the tiles from the online store?
Yes, returns can be requested up to 90 days after you receive your tiles. We offer full refunds on returned full boxes of tiles and do not charge a restocking fee on boxes dropped off at our warehouse or returned via pallet shipment. Tiles returned via parcel shipment will be assessed a 20% restocking fee. To qualify for a full refund, the returned boxes need to be in their original condition and undamaged.
Please note that samples are final sale and not eligible for returns.
Do you accept returns on special order sourced tiles?
Yes, for any tiles that we help source specifically for your project (i.e. are not stocked tiles that you purchased from our website), returns are still possible but mirror the policies of our partners. Sourced product returns must be completed within 21 days from the order date, and require a 20% restocking fee. To qualify for a full refund, the returned boxes need to be in their original condition and undamaged.
Please note that import-to-order tiles that are brought in directly from the factory are final sale and not eligible for returns.
How can I send back a return?
While we can help arrange return shipments, customers are responsible for the cost of shipping items back to our warehouse. We discount our shipping rates on outbound shipments, so return shipping costs may be higher. Alternatively, you can also return your products directly to our warehouse at 14 - 500 Coronation Drive, Scarborough ON M1E 4V7.
Who should I contact and when will I receive my refund?
If you'd like to return all or part of your order, please email us at email@example.com or call us at (416) 303-5669 and let us know about your return. We'll then provide you instructions and a return number. Refunds will be issued within 5 business days of receiving the returned goods.
What if the tile has already been installed?
Unfortunately refunds and claims cannot be provided after the material has been installed unless there is a defect in the tile that could not be reasonably identified prior to installation. Staining of tile as a result of the use of a high-contrast grout that has not been stain-tested is not a defect in the tile. Shade differences between the sample and final order due to differences in dye lots are also not a defect in the tile as we cannot guarantee that samples will be pulled from the same dye lot as the final order. We encourage sampling a tile before placing an order and comparing the sample against the ordered material once received.