Return Policy

1. Return Window & Eligibility

Returns must be initiated within 14 days of delivery. Items must be in their original, unopened packaging and in resalable condition to qualify. We do not accept returns on sample orders, partially used boxes, installed materials, or custom/special-order products. Samples are small 3x6" or 6x6" swatches meant for evaluation purposes only and are not eligible for return or refund.

Samples are small 3x6" or 6x6" swatches meant for evaluation purposes only and are not eligible for return or refund.

2. Two Flexible Return Options

We offer two options to accommodate your preferences:

Option A: Free Return with Store Credit

Tilezz covers return shipping
Refund is issued as store credit (valid for 6 months)
No restocking fee
Original shipping fees are non-refundable
Store credit does not apply to shipping
Shipping must be paid on any future orders

Option B: Cash Refund (Customer Covers Return)

Customer is responsible for return shipping
A 15% restocking fee will apply
Refund issued to original payment method after inspection
Original shipping and restocking fees are non-refundable

3. Items Not Eligible for Return

Opened or damaged products
Used or installed materials
Partial box returns or leftover tiles
Unauthorized or unapproved returns
Returns submitted after the 30-day window
Sample orders
Sample orders (3x6" or 6x6" swatches)

4. Damage or Incorrect Shipment Claims

Please report any damage or incorrect items within 3 business days of delivery with supporting photos. If verified, Tilezz will cover all return shipping and issue a full refund or replacement.

5. Installation Waiver

Once tile is installed, all return and refund rights are waived. Please inspect your order thoroughly before installation.

6. Order Cancellations

Orders may be cancelled within 24 hours of placement. After packing or shipping, cancellations are not guaranteed and may incur return costs.

7. Delivery Liability & Freight

Tilezz is not responsible for delays caused by third-party carriers or freight partners. Redelivery and reconsignment fees (typically $195-$265) are the customer's responsibility if the initial delivery fails. All freight shipments are fully insured for loss or damage during transit.

8. Store Credit Terms

Store credit is valid for 6 months. After this period, a 10% monthly reprocessing fee applies. Credit is non-transferable and cannot be exchanged for cash.

9. Chargebacks & Legal Terms

By placing an order, you agree to this Return Policy and our Terms of Service. If a return is honored per policy, no chargebacks will be permitted. Tilezz reserves the right to pursue legal action for fraudulent claims or abuse of our return system.

10.Return Abuse Disclaimer

Tilezz reserves the right to limit or decline free return eligibility for customers who engage in excessive or repeated return activity. This includes, but is not limited to, placing multiple large orders with repeated returns. We aim to offer a generous return policy for genuine buyers, but reserve the right to protect our business from misuse.

11. Return Limit & Abuse Policy:

Tilezz offers one (1) complimentary return per order to help customers shop with confidence.

If an additional return is requested for the same order, it will be subject to the following conditions:

A 25% restocking fee will be applied
Customer is responsible for return shipping
Refunds will only be issued to the original payment method (store credit not available)
Original shipping charges are non-refundable
Return request must be submitted within 7 days of delivery Tilezz reserves the right to refuse return requests from accounts or orders showing signs of excessive return activity or abuse.