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Returns & Exchanges Policy

Returns & Exchanges Policy

At Tile On, we want you to feel confident in your tile selection. If for any reason you are not fully satisfied with your purchase, we offer a 45-day return window from the date of delivery, subject to the conditions outlined below.

45-Day Return Window

Eligible tile products may be returned within 45 days of delivery, provided the materials meet the following conditions:

  • Tiles must be unused and in original packaging

  • Products must be in resalable condition

  • Materials must be returned in full boxes only

Tiles that have been installed, altered, or used are not eligible for return.

Installation of tile constitutes acceptance of the material.

How to Request a Return

To initiate a return, please submit a Return Authorization Request (RAR) through our return portal.

Once approved, you will receive a Return Merchandise Authorization (RMA) along with instructions for returning the product.

Returns must be requested within 45 days of delivery and shipped within 7 days of RMA approval.

Please include a printed copy of the RMA inside your return shipment. Returns without proper authorization may not be accepted.

You will need:

  • Your Tile On order number

  • The email address used for the order

If your order arrived damaged, do not submit a return request. Instead, please refer to our Damage Claims Policy for instructions.

Return Conditions

To ensure safe return processing, the following requirements apply:

  • All return shipping arrangements and costs are the responsibility of the customer

  • Returned materials must be carefully packaged to prevent damage during transit

  • Materials must be returned in their original packaging and full box quantities

  • Partial boxes cannot be accepted for return

For large tile orders originally shipped via freight, we recommend returning the material using palletized freight shipping to reduce the risk of breakage.

Customers are strongly encouraged to insure return shipments and retain shipping receipts and tracking information.

Tile On cannot issue refunds for materials that arrive damaged, used, or incomplete.

Restocking Fees

Approved returns are subject to a 15% restocking fee, which helps cover the costs associated with processing, inspection, and restocking returned materials.

Certain products may be subject to a 25% restocking fee depending on the manufacturer or product type.

Refund Processing

Once your return has been received and inspected, your refund will be issued to the original form of payment.

Refunds are typically processed within 7–10 business days after inspection.

Please note that your financial institution may require additional time for the refund to appear on your statement.

Exchanges

Due to the natural variation in tile products—including differences in shade, texture, and production lots—we encourage customers to order samples or request lot photos prior to purchase.

If you wish to exchange tile for a different lot after delivery:

  • Return shipping costs are the customer’s responsibility

  • A 15% restocking fee will apply

Exchange requests must be submitted within 45 days of delivery.

For assistance, please contact support@tileon.com.

Non-Returnable Items

The following items are final sale and not eligible for return or refund:

  • Tile samples

  • Installation supplies and tools (including grout, caulk, sealer, and cleaners)

  • Closeout or clearance products

  • Special order or custom-manufactured items

  • Shipping charges

Discounted Orders

If tile was purchased using a promotional discount, seasonal promotion, or coupon code, refunds will reflect:

  • The discounted purchase price, and

  • The applicable restocking fee

If a return reduces your order below the minimum threshold required for a promotional discount, the discount will be recalculated and the difference may be deducted from your refund.

Manufacturer Return Requirements

Certain products supplied by partner manufacturers may be subject to special return conditions, including higher restocking fees or alternate return addresses.

If applicable, these requirements will be communicated in your Return Authorization instructions.

Please do not ship manufacturer returns to a Tile On warehouse unless instructed to do so.

Order Cancellations

If you need to modify or cancel an order, please contact us as soon as possible.

Orders that have already shipped cannot be canceled or modified.

Orders canceled after payment processing may be subject to:

  • 5% processing fee (before packing)

  • 15–25% restocking fee (after packing)

Custom & Special Production Orders

Certain orders may require special manufacturing or additional production runs.

These may include:

  • Large-volume orders exceeding available inventory

  • Custom or made-to-order materials

Because these products are manufactured specifically for your project, the following cancellation terms apply:

Before Production Begins
Orders may be canceled for a full refund within 24 hours if production has not yet started.

After Production Begins
Orders canceled after production begins are subject to a 50% cancellation fee, with the remaining balance refunded.

After Production is Completed and Shipped
Once a custom order has been produced and shipped from the factory, it is considered final sale and cannot be returned, exchanged, or refunded.

Need Assistance?

Our team is here to help with any questions regarding returns or exchanges.

Tile On Customer Support
returns@tileon.com