Return Policy

If for any reason, you are not satisfied with your purchase, you may return the materials to us within 14 days of delivery.

Please note that TilePoint doesn’t not accept returns after the return period stated above and does not accept any claims once the product has been installed. We strongly recommend that you inspect the contents of your order carefully upon delivery and contact us within the Return Period to initiate the return process before starting installation. Please carefully package all materials in its original packaging. All returned materials are subject to a 25% re-stocking fee. Shipping costs are not refundable, and return shipping is customer’s responsibility. If your order qualified for free shipping, we will deduct the actual shipping charge from your refund. Your refund will be sent to you within one week in the original method of payment once we receive the return, and verify the condition of the material.

Please note that, any damage not reported within 3 days of delivery of the order is customer’s responsibility.

TilePoint doesn’t accept returns on samples.

If you believe that you received the wrong product, please take pictures and contact us within 3 days of the delivery. If we conclude that there was an error in your order, we will contact you to discuss the best way to resolve the issue. We can either offer a replacement or a refund for the full amount of your order including shipping cost. 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 the return process. Please refer to the Return Policy. To minimize these kinds of issues, we strongly encourage you to order a sample before placing a larger order.

It is not unusual to have 2-3% of the tiles broken, such as chipped edges, to some degree during transit. Any amount up to 5% is still considered acceptable. These damaged tiles can be used for the cuts you will need to make. If breakage is above 5%, we would ask you to have it noted on the logistics receiving document and take pictures.

You can email us for additional questions. (contact@tilepoint.com)