Return Policy

Damaged Return

All orders are inspected prior to shipping out from the warehouse. We do not accept damaged return. If the tile does arrive damaged, notify our customer service as soon as possible and refer to our Damage Delivery Policy (add link to damaged delivery page here).

Cancellations

If you decide to cancel your order and it has not yet shipped out of the warehouse, we will cancel your order and apply a full refund back to your payment method. If you cancel after your order has been shipped and is in transit, shipping charges from our carrier to bring the material back will be may be deducted from your refund along with the 25% restocking fee once the tile has arrived back to our warehouse. Shipping charges may vary.

365 Day Returns

Ordered too many tiles? iTileMosaic is happy to accept returns within 365 days of your order. Please read the following information carefully.

1. You must send a request via email to our [email protected] with the following information:
   1. Your order number.
   2. The quantity of the tile you are returning.
   3. The reason for your return.
2. In order for us to continue to be able to offer affordable shipping options, a 25% restocking fee is assessed on all returns.
3. The customer is responsible for all return shipping charges and arrangements - you can choose any carrier you'd like. For large format tiles that require a pallet, this will will have to be shipped by freight and not by regular mail.
4. The following items are final sale and cannot be returned: samples, clearance items, items marked as FINAL SALE.
5. All returns must be in their original packaging and in the condition in which they were received. Credit will not be issued for any items returned to us broken. It is importanie that the returned boxes are packaged well - our products are extremely fragile. We recommend insuring your return shipment and using a trackable shipping method. Refunds will not be issued for items damaged in return transit or for returns that are never received.
6. Once we receive your return, your refund will be processed within 7 business days.
7. Please note: samples and sale items are not returnable, and shipping charges are on-refundable. We do not refund tiles damaged upon delivery.

Return and Refunds

All orders are inspected prior to shipment. If a product is received damaged or missing, please contact us immediately. It is expected that up to 8% of the tiles received may have incurred some sort of breakage, such as chipped edges. The damaged tiles can be used for the cuts you will need to make within your project. If breakage is above 8%, we would ask you to have it noted on the logistics receiving document and take pictures.

If you believe that you received an incorrect order, please take pictures and contact us within 3 days of the delivery with the pictures. If we conclude that it was our mistake, we will contact you to discuss the best way resolve the issue. We can either replace the order or refund you for the full amount of your order. In either case, you will not incur any additional shipping costs, and we will arrange for the pick up of the wrong product. If we conclude that the product you received IS the product you ordered, we will contact you to discuss if you want us to process a regular return of your order. To minimize these issues, we strongly encourage you to order a SAMPLE before placing a larger order. (Please refer to our sample section for more information on this process).

Any special order and custom-made item product must be inspected prior to installation. Installation of the product means its acceptance. Please note that iTileMosaic does not accept any returns or claims once the product has been installed. Damages occurring during the installation process are not considered defects and are not subject to return or refund.

For any futher questions regarding products, order delivery, etc, please contact iTileMosaics customer service at [email protected].