Refund policy

Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

There will be no claims of any kind after installation.  All tiles must be inspected prior to installation for size, color, and any defects.  If by human error the wrong tile is shipped, installation of this product would be acceptance of what was shipped.


To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.

Sample orders are not eligible for return or refund.

There are certain situations where only partial refunds are granted (if applicable) 
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error

You will be responsible for paying for your own shipping costs for returning your item

Special orders and orders that special arrangements have been made verbally are non refundable - please see sections below
 

Returns of Large format and orders shipped LTL
All returns of large format tile and orders shipped LTL will be subject to a restocking fee of 25% of the original purchase price. This fee is necessary to cover the costs of inspecting, repackaging, and restocking the returned merchandise.

Please note that this policy applies to all large format tile orders and LTL orders, regardless of the reason for the return. If you need to return your order, please contact our customer service team to initiate the process and receive instructions on how to proceed.

We appreciate your understanding of this policy and hope that it will not deter you from shopping with us in the future. If you have any questions or concerns, please don't hesitate to reach out to our customer service team for assistance.


Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@industrytile.com.

Samples, Sale items or Clearance close Out items  
Only regular priced items may be refunded, unfortunately samples, sale items or closeout items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@industrytile.com and send your item to warehouse address that will be provided at the time of approved exchange.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should return your order the same way in which you received your order whether it be UPS Ground or LTL trucker. Since our product ships out of multiple warehouses,  our return address will be provided at the time of approved return.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Damage Claims Policy

We take great care in packaging and shipping your order. However, if your items arrive damaged, we want to resolve the issue as quickly as possible. Please review our damage claims process below:

Reporting a Claim

  • All damage claims must be reported within [X business days] of delivery.

  • Claims reported after this time may not be eligible for replacement or refund.

What You’ll Need to Provide

To process your claim, we require the following:

  1. Order number

  2. Clear photos of:

    • The damaged product(s)

    • The original packaging and shipping box

    • The shipping label

  3. Description of the damage

Resolution

  • Once your claim is submitted, our team will review it within 3 business days.

  • Depending on the situation, we will issue a replacement, store credit, or refund.

  • In certain cases, the damaged item(s) may need to be returned before a resolution can be processed.

Exclusions

  • Minor variations in color, shade, or texture may occur and are not considered damage.

  • Damage caused by improper handling, storage, or installation after delivery is not covered under this policy.

How to File a Claim
Please email your claim to sales@industrytile.com

 

 

 

Special orders and special arrangements may be non-refundable:
At times, customers may request special orders or special arrangements for products or services that are not standard offerings. In such cases, the company may agree to fulfill these requests, but it may not always be possible to refund the customer if they change their mind or if the product or service is not satisfactory.

Therefore, the following policy applies to all special orders and special arrangements:

  1. Non-refundable: All special orders and special arrangements may be non-refundable. Once the customer has placed the order, the company will not provide refunds for any reason.
  2. Disclosure: Customers will be informed at the time of placing the order that the special order or arrangement is non-refundable. This disclosure will be made in writing or verbally, depending on the circumstances.
  3. Approval: The company reserves the right to approve or reject any special order or arrangement request. If the company approves the request, it will provide a written confirmation of the order, including the terms and conditions of the agreement.
  4. Payment: Full payment for the special order or arrangement is due at the time of placing the order. The company will not begin work or provide the product or service until payment has been received in full.
  5. Communication: The company will maintain open communication with the customer throughout the process of fulfilling the special order or arrangement. The customer will be kept informed of any changes or delays that may occur.

By placing a special order or requesting a special arrangement, the customer agrees to the terms of this policy. The company reserves the right to modify or update this policy at any time without prior notice.