Return Policy
45-Day Return Policy
Need to return your tile? No problem! We are here to keep you a satisfied customer for whatever reason you are not satisfied with your tiles. We will take your order back within 45 days from the delivery date.
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Closeout Tiles, tile samples, supplies and tools (grout, caulk, sealer, cleaner, etc) are not eligible for a return/refund. Special and Custom orders are not eligible for a cancelletion or return once they have been finalized and payment has been accepted.
Use this link to create a Return Authorization Request (RAR) and we will send you the Return Merchandise Authorization (RMA) to include with your returned product. An RMA must be created no later than 45 days from your delivery date in order to accepted as a return.
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You will need your Tile Club Order Number and the email address used to place your order. You can find this information in your Account or in your order confirmation email.
Please inspect all tiles upon delivery and contact us with any questions or concerns about the material prior to installation. Installation constitutes acceptance of the material as-is, and installed tiles are not eligible for a return or refund.
1. Tiles returned in sale-able condition will be refunded the original cost of the tile, minus a restocking fee. You will be charged 15% restocking fee, unless 25% restocking fee was indicated on the product page (only for Happy Floors products.) The restocking fee helps to cover the costs associated with processing, inspecting, and restocking returned items.
2. All return shipping charges and arrangements are the sole responsibility of the customer.
3. Samples, Supplies and Tools, Closeout sales, Special Orders, and Shipping Charges are final sale and non-returnable/ non-refundable.
4. All returns must be in the original box and in new and unused condition. Please pack the return items very well – tile is very fragile. We will not be able to issue credits for any items returned broken, used, or altered in any way.
5. Materials sold by the box must be returned only by full boxes. Partial boxes will not be accepted for a refund.
6. A copy of the Return Merchandise Authorization (RMA) must be printed out and inside the box with your returned tile, otherwise your return may not be accepted. Important: you have 7 calendar days to ship your return from the date your RA is generated, otherwise the return will expire and will not be refunded.
7. The safest way to send material back is usually the same way as we shipped it to you. If we shipped your order by freight it is because it will break if shipped ground. Field tiles must be returned by freight on a pallet. We highly recommend to insure your return shipment for the total value of the contents. Collect a shipment receipt with the tracking # from the shipping carrier.
2. All return shipping charges and arrangements are the sole responsibility of the customer.
3. Samples, Supplies and Tools, Closeout sales, Special Orders, and Shipping Charges are final sale and non-returnable/ non-refundable.
4. All returns must be in the original box and in new and unused condition. Please pack the return items very well – tile is very fragile. We will not be able to issue credits for any items returned broken, used, or altered in any way.
5. Materials sold by the box must be returned only by full boxes. Partial boxes will not be accepted for a refund.
6. A copy of the Return Merchandise Authorization (RMA) must be printed out and inside the box with your returned tile, otherwise your return may not be accepted. Important: you have 7 calendar days to ship your return from the date your RA is generated, otherwise the return will expire and will not be refunded.
7. The safest way to send material back is usually the same way as we shipped it to you. If we shipped your order by freight it is because it will break if shipped ground. Field tiles must be returned by freight on a pallet. We highly recommend to insure your return shipment for the total value of the contents. Collect a shipment receipt with the tracking # from the shipping carrier.
8. Once we receive your return and inspect it, you will be issued a refund within 7-10 business days based on the original form of payment. If you do not see the refund on your payment method, please check with your bank or credit card issuer as they may not show refunds on your statement immediately.
Returns on Sale Items
Please note that any returns of tile purchased with a discount code (including holiday sales, Black Friday/Cyber Monday, etc) will be refunded less the discount amount and restocking fee.
Please note that any returns of tile purchased with a discount code (including holiday sales, Black Friday/Cyber Monday, etc) will be refunded less the discount amount and restocking fee.
If you have any additional questions regarding your returns, you can always email us: returns@tileclub.com. You can also visit our shipping info page for details on our shipping policy.
Returns that bring your kept order value below the promotional threshold will result in a recalculation of your discount. Any difference between the original and recalculated discount will be deducted from your refund. Discount applies only to tile products, and is voided if tile subtotal no longer qualifies.
Exchanges:
Color variation of tiles may vary. Please request lot photos and/or purchase a sample to ensure you like the color, finish, design, etc. of the tile prior to ordering. If you’re not pleased with the variation of your tiles when your order arrives and want to exchange for a different lot, please note that you will be responsible for return shipping and a 15% restocking fee. Contact our support team at support@tileclub.com within 45 days from delivery in order to be eligible for an exchange.
Color variation of tiles may vary. Please request lot photos and/or purchase a sample to ensure you like the color, finish, design, etc. of the tile prior to ordering. If you’re not pleased with the variation of your tiles when your order arrives and want to exchange for a different lot, please note that you will be responsible for return shipping and a 15% restocking fee. Contact our support team at support@tileclub.com within 45 days from delivery in order to be eligible for an exchange.
Happy Floors Products - Special Return Requirements
If you need to return an order shipped to you from Happy Floors, you need to ship it back in unused saleable condition and original boxes within 45 days from the delivery date. There is a 25% restocking fee applied when returning Happy Floors products.
If you need to return an order shipped to you from Happy Floors, you need to ship it back in unused saleable condition and original boxes within 45 days from the delivery date. There is a 25% restocking fee applied when returning Happy Floors products.
Prior to shipping, please take a photo of the properly wrapped and banded pallet you’re returning. Please save that photo for your reference (in case if something gets damaged and you need to file a claim with the freight company) and send a copy to support@tileclub.com with your purchase order # and an indication that this is a photo of the return.
Upon approval of your return request, will email you the Return Authorization with detailed instructions and the return address.
Do not ship Happy Floors product returns to Tile Club's warehouse. Please allow us up to 15 business days to process your refund after receiving your return.
Please let us know as soon as possible if you need to make any changes to your order. Once your order has shipped, it cannot be edited or canceled.
If you decide to cancel or edit your order, you should immediately notify us via email. Please reference your order number in the subject.
Please note, if you wish to cancel an order that has been processed but not packed yet, a 5% cancellation fee will be deducted from your refund. If order was packed and ready for shipment, a 15% to 25% restocking fee applies depending on the product type.
Please note, if you wish to cancel an order that has been processed but not packed yet, a 5% cancellation fee will be deducted from your refund. If order was packed and ready for shipment, a 15% to 25% restocking fee applies depending on the product type.
Large / Special Production Orders:
Some orders require us to request an additional production run from our partner factory. These include:
• Large volume purchases that exceed available stock, or
• Special/custom production runs made specifically for your order.
Because these products are produced specifically for your project, different cancellation rules apply:
Before Production Begins
• You may cancel for a full refund if you request your cancellation within 24 hours after placing the order if production has not yet started.
After Production Has Begun
• Cancellations are subject to a 50% cancellation fee.
• The remaining 50% of your prepaid order will be refunded to you.
After Production is Completed & Order is Shipped from the Factory
• Once your order is produced and shipped from the factory, it is considered final sale.
• No returns, exchanges, or refunds are available for these made-to-order products.
