Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your order to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. Partial returns aren't accepted. Items already installed can't be refunded or returned. We charge 25% restocking fee on all porcelain, glass, ceramic and metal products and 15% restocking fee on all natural stone products. You’ll also need the receipt or proof of purchase. You are responsible for return shipping charges unless we sent you the wrong item/items.
To start a return, you can contact us at info@tilehouz.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at info@tilehouz.com., or call us at 714-322-8182.
Damages and issues
Please inspect your order upon arrival and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If you are present at home at time of delivery of your packages, inspect the items before signing off on them. If you notice any substantial damage on the boxes or palletized orders, reject delivery from FedEx or any other mail carrier immediately. This helps us expedite our insurance claims timelines. All our shipments are insured and you can rest assured that you will receive your items or refunds in a timely manner.
Exceptions / non-returnable items
Certain types of items cannot be returned, such as custom products (special orders or personalized items). We do not refund or accept returns on swatch sample orders as well as items already installed. We do not accept partial returns and items with opened packaging. Please get in touch with our customer service specialists if you have any questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember, it can take some time for your bank or credit card company to process and post the refund too.
Non-Refundable Slab Hold Deposit
This deposit reserves the specific natural stone slab(s) selected and removes them from active inventory. Due to the unique nature of natural stone and lost sales opportunity, all slab hold deposits are non-refundable. Storage and handling fees may apply for extended holds.
Non-Refundable Deposit Disclosure
Customer acknowledges that natural stone slabs are unique, one-of-a-kind materials with inherent variations in color, veining, texture, and appearance.
This deposit is paid to reserve and hold the specific slab(s) selected, which are immediately removed from active inventory and unavailable for sale to other customers.
In accordance with California law, this deposit is non-refundable once the slab(s) are placed on hold, except in the event of seller non-performance (failure to deliver the reserved slab(s) as described).
By submitting payment, Customer expressly agrees to this non-refund policy and understands that cancellation for any reason, including change of mind, project delay, or fabricator issues, will result in forfeiture of the deposit.