Refund & Return Policy
At Tile Choices, we want you to feel confident when ordering tile for your project. We understand that plans can change, and we're here to help you understand your options if you need to request a return or report a problem with your order.
Because tile products are often shipped directly from manufacturers and specialized warehouses, certain return requirements, restocking fees, and shipping restrictions apply. Please review the following information before placing your order.
1. Returns Within 30 Days
Eligible products may be returned within 30 days of the original purchase date, subject to return approval.
To qualify for a return, merchandise must be:
- Unused and uninstalled
- In its original condition and packaging
- Accompanied by the original order confirmation or packing slip
- Eligible for return under the product exclusions listed below
All returns require prior authorization from Tile Choices. Please do not send merchandise back without receiving return instructions.
2. Restocking Fee
Approved returns are subject to a 25% restocking fee based on the product purchase price.
This fee helps cover the restocking charges assessed by our manufacturers and suppliers when merchandise is returned.
Customers are also responsible for return shipping costs. Original shipping charges are not refunded on ordinary customer-requested returns.
3. Items That Cannot Be Returned
The following items are not eligible for return or refund under our standard return policy:
- Opened or used products
- Installed tile or installation materials
- Sale items
- Gift items
- Color samples
- Single-sheet tile orders
- Grout products
We encourage customers to review product specifications, measurements, colors, and quantities before ordering. When available, ordering a sample is a helpful way to evaluate a tile before purchasing materials for an entire project.
4. How to Request a Return
If you need to return an eligible product, please follow these steps:
Step 1: Contact Tile Choices
Email sales@tilechoices.com within 30 days of your purchase date. Include your order number, the product you wish to return, and the reason for your request.
Step 2: Receive Return Authorization
Our team will review your request. If approved, we will provide a Return Authorization (RA) number and instructions for returning the merchandise.
Step 3: Prepare Your Return
Securely package the merchandise in its original packaging to help prevent damage during transit. Include the required order documentation and clearly mark the RA number on the outside of the package.
Step 4: Ship Your Return
Customers are responsible for return shipping charges. We recommend using a shipping service that provides tracking and appropriate shipment protection.
Returns sent without authorization may not be accepted.
5. Refund Processing
Once your authorized return has been received and inspected, we will notify you by email whether the refund has been approved.
Approved refunds will be issued to the original payment method within 10 business days after approval, less the applicable 25% restocking fee and any other charges described in this policy.
Your bank or payment provider may require additional time to post the refund to your account.
6. Damaged, Defective, or Incorrect Merchandise
We want your tile to arrive in good condition and match what you ordered. If your shipment arrives damaged, contains defective merchandise, or includes an incorrect item, please contact us promptly so we can review the issue.
Shipping damage must be reported within 3 days of delivery.
To report an issue, email sales@tilechoices.com and include:
- Your order number
- A description of the damage or issue
- Clear photographs of the affected merchandise
- Photographs of the shipping carton and packaging, when applicable
- A photograph of the shipping label, when available
Please retain the original packaging and affected merchandise while your claim is being reviewed.
We will work with the appropriate manufacturer, supplier, or shipping carrier to determine the next steps.
Verified shipping-damage claims and incorrect-item issues are handled separately from ordinary customer-requested returns.
7. Incorrect Shipping Addresses
Customers are responsible for providing complete and accurate shipping information when placing an order.
Before completing checkout, please verify your:
- Recipient name
- Street address
- Apartment, suite, or unit number, if applicable
- City, state, and ZIP code
Orders are processed using the shipping information submitted at checkout.
Address Corrections
If you notice an error, contact us immediately at sales@tilechoices.com.
We will make reasonable efforts to correct the address before shipment. However, once an order has been processed or dispatched, address changes cannot be guaranteed.
Additional Charges
If an incorrect or incomplete address provided by the customer results in additional shipping expenses, the customer is responsible for those charges.
These may include carrier address-correction fees, shipment rerouting, redelivery attempts, return shipping, and reshipping costs.
Returned Shipments
If an order is returned because of an incorrect address, an unsuccessful delivery caused by customer-provided information, or a refused delivery, the customer is responsible for applicable carrier charges and reshipping costs.
Any required reshipping charges must be paid before the merchandise can be shipped again.
Lost or Misdelivered Packages
Tile Choices is not responsible for loss or misdelivery resulting from incorrect or incomplete shipping information supplied by the customer, except where otherwise required by law.
8. Orders Returned Due to Address Errors or Refused Delivery
If an order is returned because of an incorrect customer-provided address or refused delivery, and the customer requests cancellation rather than reshipment, any refund is subject to approval.
The original shipping charge will be deducted from an approved refund. Additional applicable carrier charges and manufacturer restocking fees may also apply.
Please contact us before refusing delivery or requesting a shipment cancellation so we can explain the available options and any associated costs.
9. Questions or Assistance
If you have questions about a return, shipping damage, or delivery issue, please contact our customer service team.
Tile Choices
Email: sales@tilechoices.com
Phone: 614-515-7816
We're happy to explain the return process and help you understand the next steps for your order.
