Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. This policy explains when you can request a return, how to start the process and what to expect when your return is approved.
For items you like to return due to damaged arrival or short or incorrect shipment, please refer to our Delivery Issues Policy.
WHAT IS YOUR RETURN POLICY?
You may qualify for a return if you no longer need the tile, if you ordered the wrong quantity, if you change your mind about your selection or if your tile is no longer the right fit for your project. If your order arrived damaged, short or contains the wrong item, please do not start a standard return. Follow the steps in our Delivery Issues Policy for your return process.
WHAT CONDITION DOES MY TILE NEEDT O BE IN TO QUALIFY FOR A RETURN?
To qualify for a return, your tile must be;
- Unused and uninstalled
- In the same condition you received it
- In its original packaging
- Accompanied by proof of purchase
Tile that has been installed, cut or otherwise modified cannot be returned.
WHAT ITEMS ARE NOT ELIGIBBLE FOR RETURN?
Certain items are not eligible for return, including samples; custom, special-order, and personalized products; tile that has been installed, cut, or otherwise modified; and any returns sent without prior written approval.
HOW DO I START A RETURN PROCESS?
1. Submit your return request.
Email your return request to info@tiletopia.com within 30 days of delivery. In your email, include your order number, the items and quantities you would like to return, and the reason for your return request.
2. Wait for approval.
Please do not ship any items back until you receive written approval from our team. Returns sent without prior written approval cannot be processed or refunded.
3. Receive your return label.
Once your return is approved, we will email you a prepaid return shipping label.
4. Pack and ship your return.
Carefully repack the tile in its original packaging, securely attach the return label, and ship your return to:
2250 Zanker Rd, Suite D
San Jose, CA 95131
5. Return inspection and refund.
Once your return arrives, we will inspect the items and notify you of the outcome and next steps regarding your refund.
Note: You must ship your approved return within 7 calendar days of receiving return approval.
HOW IS MY REFUND CALCULATED?
Approved returns are refunded at the original price minus 15% restocking fee and the cost of the return shipping. The restocking fee covers the inspection, processing and return of the tiles back to our inventory.
WHEN WILL I RECEIVE A REFUND?
Once your return is received and inspected, our team will email you to confirm whether your refund is approved.
Approved refunds are issued to your original payment method wthin 15 business days. If more than 15 business days have passed since we’ve approved your return, please contact us at info@tiletopia.com.
CAN I RETURN SAMPLES?
Sample orders cannot be returned or refunded. If you want to return your sample because it was damaged, please email us at info@tiletopia.com to request a sample replacement.
CAN I CANCEL MY ORDER?
If you want to cancel an order, email us at info@tiletopia.com as soon as possible with your order number. Cancellation requests are subject to your order's current status.
If your order has already been processed or shipped, your order may not be eligible for cancellation. In that case, you may need to follow the standard procedure for return process.
CAN I EXCHANGE MY TILE?
To request an exchange, email us at info@tiletopia.com with your order details with reason for the exchange. Exchange requests are subject to the same 30 day return window and eligibility requirements.