Return Policy

Welcome to our Returns Center. We recognize that there may be occasions when a return is necessary. Our policy permits tile returns within 30 days of the delivery date. Please read the following guidelines carefully to ensure the return process proceeds efficiently.

Tile is both heavy and fragile, and visual characteristics can vary. For this reason, we strongly recommend ordering samples before placing a full order so you can evaluate the color, texture, and shape in person.

Customers should also order additional tile—commonly referred to as “overage”—to account for potential damage during shipping or installation.

While we strive to provide accurate product descriptions and images, natural stone and tile products inherently contain variation. Differences in shade, pattern, or texture are normal characteristics of the material and are not considered defects.

Before installation, we recommend performing a dry layout of the tiles to confirm that the pattern and appearance meet your expectations.

If you are unsatisfied with your purchase, returns may be requested within 30 days of delivery. To be eligible, tiles must remain unopened, unused, and in their original packaging.

We cannot accept returns for partial orders, individual boxes, or leftover materials. Returns must include the complete quantity from the original order.

To initiate a return, please visit https://returns.tilezz.com/ and include your order number along with the reason for the return. Once reviewed, we will issue a return authorization number and provide instructions for sending the items back.

Please note that we do not process merchandise exchanges. Customers wishing to obtain a different product should return the original purchase and place a new order.

Samples and custom orders are considered final sale and cannot be returned. Shipping charges are non-refundable.

All approved returns are subject to a 25% restocking fee. This fee applies to returns initiated after the 6-hour order cancellation window has passed, except in cases where products arrive damaged or defective.

Any shipping damage must be reported within 7 days of delivery.

Because tile can be fragile in transit, we strongly advise inspecting all boxes immediately upon arrival. If damage is found, please photograph both the damaged tiles and the packaging and email the images to (insert email) along with your order number.

Damage claims submitted after the 7-day window may not qualify for replacement or credit.

Claims regarding missing or defective products must be reported within 7 days of delivery.

Please contact (insert email) with your order number, a description of the issue, and photographs if applicable. Requests submitted after 30 days may not be eligible for replacement, refund, or store credit.

Minor edge chipping, surface variation, and color differences common to natural materials are expected characteristics and are not considered defects.

Customers are responsible for arranging and paying all return shipping costs.

Refunds will not be issued for products damaged during return shipping or for returns that are never received.

Once the returned merchandise has been received and inspected, refunds will be issued to the original form of payment. The refunded amount will reflect any applicable restocking fees and shipping deductions. Processing may take up to 30 business days from the date the returned product is received.

If you have additional questions regarding returns or need assistance, please contact our customer service team at hello@tilezz.com or call +1 888-515-8444.

Support hours are Monday through Friday, 9:00 AM to 5:00 PM PST.