- RETURN AND REFUND POLICY
Natural stone products inherently lack uniformity and are subject to variation in color, shade, finish, etc. It is recommended to blend tiles from different boxes when installing. Natural stones may be characterized by dry seams and pits that are often filled. The filling can work its way out and it may be necessary to refill these voids as part of a normal maintenance procedure. All-natural stone products should be sealed with a penetrating sealer. After installation, the vendor disclaims any liabilities.
All orders are inspected before shipment. Returns will only be accepted based on an RMA (Returns Material Authorization Form). No returns will be accepted without the RMA. Please contact us to obtain an RMA number by emailing us at info@tilelelo.com. RMA can take up to 2-3 days.
Returns will not be accepted for any item that has been sorted/culled through.
If a product is received damaged or missing, please contact us immediately via email but not later than 12 hours. It is not unusual to have 10% – 15% of the tiles broken, such as chipped edges, to some degree during transit. Any amount up to 15% is still considered acceptable. These damaged tiles can be used for the cuts you will need to make. If the breakage is above 15%, we would ask you to have it noted on the logistics receiving document and take pictures. We recommend ordering an extra 15% to account for such damage.
If you believe that you received the wrong product, please take pictures and contact us within 24 hrs of the delivery with the pictures. If a different product was delivered than on the order, we can either replace the order or refund you for the full amount of your order including shipping. In either case, you will not incur any additional shipping costs, and we will arrange for the pickup of the wrong product.
If the product you received is the product you ordered, we will still contact you to discuss if you want us to process a regular return of your order. To minimize these kinds of issues, we strongly encourage you to order a SAMPLE before placing a larger order. Please note that the samples are only small swatches of the products, and although the sample will be a good representative of the actual material you will receive, variations in the colors and patterns are normal especially in natural stone products since these products are not man-made but are genuine nature-made products.
We DO NOT accept returns due to color Variation in Natural stone. If, decide to return 25% of Restocking and return shipping will be charged.
We DO NOT accept Bamboo Plywood returns. We always encourage our customers to order a sample before you place the order, if you are looking for a specific color. If, decide to return 35% of Restocking and return shipping will be charged.
We DO NOT accept partial returns.
We DO NOT accept Returns or Refunds on Samples including the shipping fees.
The product must not have been used, installed, removed, or then returned. It should be in its original packed condition.
If a customer chooses their freight carrier for shipping or
requests Tilelelo to ship material through a certain carrier,
Tilelelo.com does not take any breakage responsibility for breakage. In this
scenario, the customer has to buy replacement tiles and pay for the shipping of
replacement tiles. Also in this scenario order cannot be returned or replaced.
Regular Returns –
We must receive the return of new and undamaged items in their original packaging within 10 days of the order for a full refund less the actual shipping and handling costs we’ve incurred. All returned materials are subject to a 35% restocking fee. We WILL NOT accept any returns beyond the 5th day of order. The customer is responsible for all shipping costs both ways if the seller is not at fault, like a color mismatch, etc, including items that were sent as free shipping. The shipping cost will be deducted from your refund. The product Must be received in a good re-sellable condition and packed well the way they were received.
Please note that it usually takes us 3-5 business days to process returns after they arrive at our location. We will notify you via e-mail of your refund once we have it processed. This time may vary from Bank to Bank. Please contact your bank to know their processing times.
Cancelation Request –
Orders placed on the website and canceled for any reason for a refund before it is shipped will be treated as a regular return and will attract a restocking fee including the credit card fee, as explained above. The refund amount will be credited as store credit and can be utilized in full for your future orders. Partial cancelations/changes will be treated on a pro-rata basis.
If the order placed is less than 20 sq. ft on the website, the label is created and is ready to be picked up, then material cost will not be refunded. However, the shipping will be refunded in full.
We use Paypal as our payment processing company and per their terms, all refunds have a deduction of 3% of the refunded amount.
Cancelation of items at the time of pick up:
A 25% restocking fee will be charged if the material is not accepted due to color variation in Natural Stone.
Warehouse pick-up charges of $25 will not be refunded if the material is not accepted by the customer for any reason.
Items that are Not Returnable if:
- Any item that has obvious signs of use or damaged
- Any product that was marked “as-is”, “no returns accepted”, “all sales final” or with a similar statement
- Any special order and custom-made item
The product must be inspected before installation. Installation of the product means its acceptance. Please note that Tilelelo.com does not accept any returns or claims once the product has been installed. Damages occurring in the installation are not considered defects and are not subject to return or refund.
Due to the characteristics of natural materials and your computer screen, the product pictured may not be exactly as is seen on your screen. The product photos and installations are chosen with the utmost responsibility to correctly represent the product, but are representational only. Samples are always recommended.
All products, whether Natural stone, Glass, or Porcelain, are subject to color variations. For natural stone and mosaics, variations should be expected as the product is a natural stone and the mosaics are hand-made by local artisans. The color lot and size variations should be expected, so we highly recommend verifying square footage and potential overage to avoid mixing color lots. Variation within the same lots is also to be expected, and as such, we recommend you and your installer open and examine all boxes and each piece immediately upon receipt. Although every effort is made to ensure the highest quality and continuity within the product, there is no assumed or implied warranty from the manufacturer or the distributor regarding color, size, or variation. Ordering samples is highly recommended.
In the case of Bamboo Plywood:
- You must inspect the material for any breakage before (warehouse) Pick up. Once the delivery slip is signed and the material has been picked up, Tilelelo.com does not take responsibility for broken/damaged material.
- Once the material is accepted (signed) material cannot be returned. Vanity and Cabinet Return policy:
- If you are not completely satisfied with your purchase, please contact us to return or exchange your item(s) within 15 days of the delivery date.
- Upon return, your item will be inspected and exchanges, credits or refunds will be issued after deducting 50% of the restocking fee of the purchased price and return shipping cost.
- Delivery fees are non-refundable.
- If you receive a product that is damaged, only the part that is damaged will be replaced. If there is a paint chip present, the provision of touch paint will be made. The entire vanity will not be replaced in the event of minor damages. For any exchanges, the customer must provide a picture of the damaged part.
Tilelelo reserves the right to refuse returns or exchanges of items that are not in as-new condition due to damage or misuse by the client. Tilelelo cannot accept a return for or refund the following.
- Items that have been altered or mishandled.
- Items with custom work or painting at time of sale
- Special order items not listed in our catalog or on or site
- Items that have been installed or show signs of instillation (marking, scratches, plumbers’ putty, etc.) If an installed item is defective, please contact Customer Service for assistance in returning.
- Other exclusions may apply.
Still, Have Questions? For questions regarding products, order delivery, or returns, please contact Tilelelo.com (Sales Dept) or email us at info@tilelelo.com