Refund policy

60-Day Money Back Guarantee

We provide a 60-Day Money Back Guarantee from the date the order is placed to ensure 100% customer satisfaction.

Eligibility for the money back guarantee requires that:

The product is in its original packaging.

The product has not been used, installed, removed and then returned.

After 60 days, no returns or exchanges will be accepted for any reason or for credit.

All conditions below apply.

Returns due to color:

There is a 25% restocking fee on all returned products that have no issues. If you return a product because of its natural color, you will be charged a 25% restocking fee. All our natural stone products are products of nature and as such any variation in color, veining, texture and pattern must be accepted.

You are responsible to pay the return shipping charges if there are no issues such as fissures, scratches, chipped or broken corners, or cracks in the product.

The original shipping charge, as well as the 25% restocking fee will be deducted from the credit total. The remaining credit will be issued back to the original method of payment used to place the order after all of the material is received and inspected in our warehouse.

Returns due to quality issues:

If quality issues such as fissures, scratches, chipped or broken corners, or cracks are the cause of return, then there is no restocking fee.

We will arrange the return and issue a full refund which includes the initial shipping charge after we receive and inspect all of the material at our warehouse.

Slates, when scratched or roughed against an abrasive finish will scuff.  This is the nature of slate and is cannot be prevented.  There can be no refund or credit for this.  If you are still in the 60 day return window, you will be responsible for return freight and a 25% restocking fee.

Returns due to incorrect thickness:

There is a 25% restocking fee on all returned products due to incorrect thickness.  We try our best to be as accurate as possible on the thickness of all our products.  Nobody the industry puts as much effort into this as we do.

If you return a product because it’s thickness does not work for you, you will be charged a 25% restocking fee. You are responsible to pay the return shipping charges in such cases.

For natural stone products, all our natural stone products are products of nature and as such any variation in integrity and therefore the resulting tile thickness must be accepted. Suppliers, quarries and factories are not always as particular and often ship the same material to us with different thicknesses in order to maintain the integrity of those tiles.

The original shipping charge, as well as the 25% restocking fee will be deducted from the credit total. The remaining credit will be issued back to the original method of payment used to place the order after all of the material is received and inspected in our warehouse.

Absolutely no returns are accepted after 60 days of receipt of products.

Returns due to incorrect bevel:

There is a 25% restocking fee on all returned products due to incorrect bevel.  We try our best to have the highest quality tiles anywhere.  Suppliers, quarries and factories are not always as particular as we are regarding placing a bevel and the bevel consistency and often ship the same material to us with different bevels.

If you return a product because it’s bevel does not work for you, you will be charged a 25% restocking fee. You are responsible to pay the return shipping charges in such cases. 

The original shipping charge, as well as the 25% restocking fee will be deducted from the credit total. The remaining credit will be issued back to the original method of payment used to place the order after all of the material is received and inspected in our warehouse.

Absolutely no returns are accepted after 60 days of receipt of products.

Returns due to incorrect shade or dye lot number:

The sale if final and it cannot be returned or refunded.

You are responsible to make sure that if you are adding to an existing installation that you provide us the dye lot number so we can make sure your order will match the tile you already have installed.  Once you let us know this, we will check with the manufacturer if we can get the same dye lot and communicate that to you before placing the order.  If we can not, you will have an opportunity to cancel the order before we place your order with the manufacturer.

Samples are for reference.  The dye lot of the sample might not be the same as the dye lot of your order.  This is because they are cut in bulk and the inventory  is often refreshed faster than the samples.

Returns due to nominal size difference:

There is a 25% restocking fee on all returned products due to incorrect nominal size differences.  For example if the tile is 11 5/8" instead of 12".  We try our best to be as accurate as possible on the exact size of all our products.  Nobody the industry puts as much effort into this as we do.  However, suppliers, quarries and factories are not always as particular and often ship the same item to us with nominal size differences based on what is available at the time.

If you return a product because it’s nominal size difference does not work for you, you will be charged a 25% restocking fee. You are responsible to pay the return shipping charges in such cases. 

The original shipping charge, as well as the 25% restocking fee will be deducted from the credit total. The remaining credit will be issued back to the original method of payment used to place the order after all of the material is received and inspected in our warehouse.

Absolutely no returns are accepted after 60 days of receipt of products.

Returns due to incomplete order:

If you return a product because other items in your order are not available, you will be charged a 25% restocking fee on all the items you want to return. You are also responsible to pay the return shipping charges.  Each item must be returned to the warehouse it came from so the return freight charges will be calculated accordingly.

The return freight charges, as well as the 25% restocking fees will be deducted from the credit total. The remaining credit will be issued back to the original method of payment used to place the order after all of the material is received and inspected in our warehouse.

Returning branded products have to comply with respective branded product return policies detailed below.

Cut orders:

You will get an email confirming you understand that if we cut tile orders for you, the sizes will be nominal.  As we are custom cutting the tile for your order, the order is non refundable.  The sale is final.  No returns, refunds or credits can be made.

Delayed pickup:

Any order that is not picked up will be automatically canceled after 60 days unless prior arrangements have been made in writing.

Delayed delivery:

We do everything we can to ship your order as fast as possible. Timelines stated on our website are approximates - the vast majority of orders fit into these timelines. We also provide the best service possible in terms of being available and communicating with you from start to finish. We understand and respect construction timelines are tight but cannot control carrier delays or transit times as carrier schedules change frequently. We do not take any responsibility for delays caused by carriers, warehouses or anything related to logistics. No expenses will be covered and/or no refunds will be given for delays for any reason. Before your orders ships we are happy to work with you to cancel your order if it is possible. Once it has been shipped, you are responsible for any return freight costs and / or restocking fees if the delivery schedule does not meet your needs.

If any chargebacks or disputes are opened the shipments will be turned around and / or canceled until an amicable solution is agreed to in writing by both parties.

We often send photos for approval before shipping and cannot proceed with the shipment until photos are approved. This is due to the subjective nature of natural stone and we respect each customer's taste and expectations are different. We are not responsible for delays due to a lack of response to our emails.

Returns due to issues at delivery:

All deliveries are curbside deliveries unless you have made prior arrangements  with us and paid for inside delivery.

Customers will have to pay for any fees for failed delivery attempts.  Customer will also be responsible for any storage fees incurred because they are not able to take delivery for any reason.  Customer will also be fully responsible for any redelivery fees if delivery was refused incorrectly for any reason.  If customer requires inside delivery, it will have to be planned and paid for in advance in the cases where is possible.

If you no longer want to proceed with your order due to an issue at delivery, you are responsible for any return freight costs and / or restocking fees.

Complications during delivery:

There are many variables (different sidewalks, different slopes, different weather conditions just to name a few) when delivery products across the country.  To further complicate matters, carriers have their own operating procedures which vary from one carrier to another.  Some set delivery appointments the day before, some the same day. Some delivery windows are larger than others.  Some don't set exact appointment times.  We send you all the carrier and tracking information.  It is your responsibility to communicate with your carrier and notify them if there are any special requirements or weather conditions that are not suitable for your product for curbside delivery.  We will not be responsible or liable for any delivery complications.

Sample Policy:

The sample sales are final and cannot be returned or refunded.

We try our best to pack all tile samples as safely as we can to prevent breakages.  However, all our samples are shipped by courier and aren't packaged in crates or Styrofoam like our bulk orders.  Therefore, we cannot guarantee the condition of our samples upon arrival.

Samples are cut from available tiles so their thicknesses do not represent the thickness of your order. Sample swatch sizes may differ in 4" X 4" or 6" X 6" for mosaic, and 3" X 6" or 4" X 4" for field tiles.

Samples orders with more than 25 samples will only be fulfilled if deemed necessary by management.  The purpose of a sample is to help select a color, not to see every single option available.

Product Related Issues

Any product-related issues should be emailed to infosocaltiles@gmail.com with the following information:

1. Your order number.

2. Preferred contact information.

3. Pictures showing the problems with the product.

4. A description of problems with the product, including the quantity affected and any other details you feel are necessary.

Once we receive your email, we will determine whether the product has any quality issues and contact you as soon as possible.

Products Damaged During Delivery

All orders are carefully packaged to avoid damage during delivery.

It is very important that you check your order as soon as you receive it for any damage or sign of harm.

If you pickup material from the delivery terminal please see the Products Damaged - Free Pickup section below.

Signing the delivery paperwork:

If you sign you received your order in good condition, we cannot replace anything and you will need to reorder it unless there is concealed damage - see "Replacements" below.

It is your responsibility to thoroughly inspect the delivery for damage before signing anything.

Delivery personnel know when products are damaged and they will try to force you to sign something so they are off the hook.  They will say they are in a rush, or have to leave, or force you to sign before you see anything. Do not allow this.  You have every right to inspect the outside of the delivery before accepting it.

If you see visible damage to the crates (i.e. they are not perfect) write strong precise words such as "VISIBLE DAMAGE - BROKEN CRATES / TAMPERED - 2 BOXES BROKEN" or refuse / REJECT THE SHIPMENT.  You have every right to do this and no delivery personnel can stop you from making notes anywhere on the paperwork before signing it.  Make sure all copies can clearly see your wordings.

Replacements:

This entire process must be done within 2 business days:

Please check your entire order - this deadline applies is whether the damage is visible or not visible from the outside.

You have 24 Hours to inform us of any damages and send a copy of the freight bill.  We require the final quantity of damaged goods within 48 hours.  Once you tell us a quantity, you cannot add to it later - the absolute final quantity of damaged goods must be determined the first time around.

Take numerous photos showing the damage from all angles in its packaging.  Also take a photo of the signed delivery paperwork. Email all this information to us and we’ll be in contact with you about the replacement timeline right away.

Products that are not in boxes - the damage has to be shown in the original pallet or crate before anything is unwrapped or opened.  Once it has been unpacked, moved, sorted or repackaged we cannot help as any of these can cause damage.

If any of the above steps are not followed, we cannot send replacements.

You are responsible to dispose of any damaged tiles upon confirmation that we will not need those for the replacement.  We will not be responsible to pickup any damaged goods or pay any fees related to it.

If there is no replacement stock, the only remedy would be a credit for the damaged tiles.

If you have organized freight or transportation for delivery, it is considered a free pickup - you are also responsible to inspect all material before picking it up.  No replacements can be made due to damage once you have picked up the material.

Products Damaged - Free Pickup

You are also responsible to inspect all material before picking it up.  No replacements can be made due to damage once you have picked up the material.

Buyers Remorse or Order Cancelation

All order cancelations must be in writing.  We do not accept verbal order cancelations.

All cancelations must be within 7 days.

Once an order timeline has been emailed to you and you have accepted it, any return or cancelation thereafter is considered a Buyers Remorse or Order Cancelation request. 

If you are canceling your order because you changed your mind or you placed the order for the wrong tile/ wrong quantities/ sample size more than 1 or for any other reason than the issues listed above, there is a 3% credit card cancelation fee due to the charges from the credit card companies.

If your order was backordered and you are canceling it after confirming you were willing to wait there is a 3% credit card cancelation fee due to the charges from the credit card companies.

If you are returning extra tiles / overages, no returns after 60 days.

You are responsible to keep all original packaging materials.

You are also responsible to pay the return shipping charges.

Discontinued products cannot be returned or refunded.