Refund policy
SAFE TRANSIT GUARANTEE
We guarantee every domestic order of non-clearance items from TileBuys will arrive undamaged and will be materially comparable to material inspection samples provided by us. We will replace broken chips or tiles at no cost to you. Read more about the Safe Transit Guarantee.
RETURNS FOR ANY REASON
Notify us within 5 business days of delivery if you want to return any materials to us.
All sales are final, though most orders can be returned for any reason, so long as you are able to NOTIFY US WITHIN 5 DAYS OF THE ORIGINAL DELIVERY. All materials need to be returned to our warehouse in its original condition and sealed packaging at your expense within 30 days of the original delivery. The original shipping charges and any shipping costs we incur cannot be refunded and the refund on materials may be subject to a minimum 15% restocking fee. We recommend the use of a reputable shipping company with a trackable and insurable delivery service, as items that are broken during return shipping or return shipments that do not arrive will not qualify for a refund.
Time is of the essence as the restocking fees will increases over time, so contact us as soon as possible once the decision to return a product has been made. If we can accept the return, we assign a Return Materials Authorization number and provide delivery instructions for your return. Returns without an RMA number will be refused by the warehouse and returned to you. Once we have received the return, please allow 2 weeks for inspection before a refund will be issued.
Unfortunately, some items simply cannot be returned once they leave our warehouse. This includes, but is not limited to samples, custom orders, product not in its original packaging, small orders of 20 square feet or less, closeout and clearance items, products with any dimension that is more than 24" long, etc. If you want to know whether a particular item can be returned before you order it, contact us.
LIMITED WARRANTY
By placing an order with TileBuys, you agree that the following Limited Warranty applies to all products purchased, regardless of order method or sales channel. This warranty is the sole and exclusive warranty offered by TileBuys and supersedes any other verbal or written assurances.
TileBuys warrants that all products we sell are free of manufacturer defects under normal use and proper care. This limited warranty applies to the original purchaser only and is valid for 30 days from the date of delivery.
What’s Covered:
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Manufacturing defects that are visible before installation.
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Replacement of defective material or refund, at TileBuys’ discretion.
What’s Not Covered:
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Shade, veining, or texture variation in stone, marble, or tile (these are natural characteristics and not defects).
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Damage, breakage, or defects that occur after installation.
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Improper installation, improper storage, misuse, accidents, or neglect.
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Labor, removal, or reinstallation costs.
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Consequential or incidental damages.
Inspection & Packaging Requirement:
All products must be inspected prior to installation. Claims for defects, shortages, or damages must be submitted in writing with photos and order details within 5 days of delivery.
No claims will be accepted once products are removed from their original packaging (including boxes, shrink-wrap, or individual wrapping). Removal of packaging or installation of any portion of the order constitutes acceptance of the material as delivered.
Special Orders and Clearance Items:
Special orders and closeout items are considered final sale and are not returnable or covered under this warranty.
TileBuys’ liability under this warranty is limited solely to the replacement of the material or a refund of the purchase price, at our discretion.
SAMPLE MATERIAL GUARANTEE
If you have received products that are materially different than a sample we provided or the photos shown on the product page, we will have the materials returned to us at our expense and the order will be completely refunded. You must contact us within 5 days of delivery to start this process.
NO CLAIMS AFTER INDIVIDUAL TILE PACKAGING IS REMOVED
Please thoroughly inspect all materials prior to installation as we hold no liability toward installation costs and no claims will be accepted after products are removed from their individual transparent packaging. The North American Tile Council recommends ordering 10-15% more than is needed for tiles and chips broken during the installation process.
ORDER CANCELLATION POLICY
We understand that plans can change, and we strive to accommodate our customers as best as we can. However, please note the following regarding order cancellations:
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Cancellation Before Shipment:
If you cancel your order after it has been processed but before it has shipped, we will deduct a transaction fee from your refund. This fee reflects the non-refundable payment processing charges incurred when we accepted your payment. -
Cancellation After Shipment:
Once an order has shipped, it is no longer eligible for cancellation. However, you may initiate a return in accordance with the return policy above. -
How to Cancel:
To cancel an order, please contact us as soon as possible at TileBuys.com/Contact. (Call/text to 575.742.8453 or email to contact@tilebuys.com)
We appreciate your understanding as we work to maintain fair practices for both our customers and our business.
