Returns & Exchanges

General Information

  • The Tile Shop sells products that are either a natural stone cut from a quarry, a clay tile or another material that is processed and manufactured to achieve certain colors and textures.
  • Stone is a natural product subject to variations in size, color, shade, veining, texture and polish. These variations are what make natural stone unique. All stone samples are provided by the manufacturer and are intended to convey the characteristics of a certain type of stone, but variations will occur, and the product’s conformity to a sample is not assured.
  • Although manufactured tiles may be more uniform, variations in color and texture can still occur, and the color of any sample may differ from the current product offering.
  • The coverages displayed are approximate, and product specifications are not guaranteed.
  • Where sales taxes apply, all orders are subject to the taxes in the location where the customer takes possession of the order.

Inspections

  • Buyer or Buyer’s representative must inspect any stone or tile product upon delivery and promptly notify a Tile Shop sales representative of any problems or dissatisfaction with the product delivered.
  • If placing a damage claim, Buyer must give The Tile Shop sufficient time after notification to inspect for damage.
  • The product is to be kept secure until inspected.

Returns

  • If Buyer is dissatisfied with the product for any reason, they are to notify a Tile Shop representative to arrange for the materials to be returned.
  • Buyer is eligible for a full refund for returned materials, as outlined here, as soon as The Tile Shop resumes possession of the material at any location.
  • A refund will be issued for active products returned in the same condition they were received within ninety (90) days of the date the goods were received by the Buyer.
  • Products must be returned in the same unit of measure as purchased (e.g. pallet, box, or each).
  • Liquid and powder products must remain unopened and in sellable condition to be eligible for return.
  • Once installed, Buyer accepts the product without recourse, and no returns will be offered.
  • Returns are not permitted for discontinued or special order items.
  • Delivery/freight is nonrefundable.

Refunds

  • All refunds will be issued to the bill-to party name on the original invoice.
  • Cash (under $10): Cash will be given for refunds of cash or debit purchases under $10.
  • Cash ($10 and over) and check: A refund check will be processed and sent to the customer at the address on the invoice in 10–14 days. If a check is used, please allow 3–4 business days for the check to clear before a refund may be processed.
  • Credit and Tile Shop gift cards: All refunds will be processed to the same credit card used for the original purchase. Customer must present the original card to receive a refund.
  • Third-party gift cards: The Tile Shop cannot process refunds onto third-party gift cards of any type, including those offered by major credit card providers. In the event a third-party gift card was used for the original purchase, a refund will be issued in the form of a Tile Shop gift card.

Exchanges

  • Exchanges are welcome and subject to the same specifications as our Return Policy.

Cancellations

  • The Buyer may call a Tile Shop sales representative or visit a local store to cancel an order or any part of an order that has not yet been received by the Buyer.

Pro Customer Online Order Cancellation

  • Orders cancelled prior to shipping will never assess a penalty.
  • The Pro must contact customer service at (888) 398-6595 if an online order needs to be cancelled.
  • Once an order is processed to ship or has shipped, it may be canceled, but applicable freight fees will still apply.

Warranty

  • The Tile Shop offers a 25-year system warranty for projects completed in accordance with the Tile Council of North America (TCNA) standards and using only Tile Shop products for preparation, installation and maintenance. No product warranties, express or implied, are offered for purchases installed using Tile Shop products in part.