Refund policy

RETURN & REFUND POLICY
Last updated: July 31, 2026

We take pride in the quality of our products. Please read this policy in full before placing your order. Due to the nature of natural stone and the logistics of tile shipping, our return policy includes specific conditions designed to protect both parties.

Return Window

Return requests must be initiated within 30 days of the confirmed delivery date. Requests submitted after 30 days will not be considered under any circumstances.

Eligible Returns

Returns are accepted only on items that meet all of the following conditions:

• Tiles are uninstalled, uncut, and unused
• Tiles are in original, undamaged manufacturer packaging
• A Return Merchandise Authorization (RMA) number has been issued by SoCal Tiles prior to return shipment
• The return is initiated within 30 days of delivery

All eligible returns are subject to a 25% restocking fee, which will be deducted from the refund amount. Original shipping charges are non-refundable. Return shipping costs are the sole responsibility of the customer.

We recommend using a trackable, insured shipping service for all returns. SoCal Tiles is not liable for items lost or damaged in return transit.

Non-Eligible Items — No Exceptions

The following items cannot be returned or refunded under any circumstances:

• Installed, cut, or otherwise modified tiles
• Tiles removed from original manufacturer packaging
• Clearance, final sale, or discontinued items
• Special-order or custom items
• Tile samples
• Items returned without a valid, pre-issued RMA number
• Damage claims submitted more than 48 hours after delivery
• Orders where the customer has already placed a subsequent re-order of the same product

Natural Stone Variation — Not a Defect

All marble, travertine, and onyx products sold by SoCal Tiles are natural stone. Natural stone inherently exhibits variation in color, veining, shading, surface texture, pitting, thickness, bevel, and nominal sizing between individual tiles, boxes, and production lots. This variation is a characteristic of natural stone — not a manufacturing defect — and does not constitute grounds for return, exchange, or refund.

Suppliers, quarries, and factories may ship material with variations in thickness, bevel consistency, and nominal size. For example, a tile listed as 12" may measure 11⅝" due to natural production variance. These variations are inherent to the industry and are not defects.

Customers are strongly encouraged to order samples before purchasing in full quantity. By completing a purchase, the customer acknowledges they understand and accept the natural variation inherent to stone products.

Dye Lot & Shade Matching

If you are adding tile to an existing installation, you are responsible for providing the dye lot number from your existing tile before placing your order. SoCal Tiles will confirm with the manufacturer whether a matching dye lot is available before the order is placed. If a match cannot be guaranteed, you will be notified and given the opportunity to cancel before the order is processed.

Returns due to dye lot or shade mismatch are not accepted where the customer did not provide a dye lot number prior to ordering. Tile samples are cut from available inventory and may not share the same dye lot as a full order. Sample dye lots are for reference only and do not guarantee an exact match to production quantities.

Delayed Pickup

Orders arranged for pickup that are not collected within 60 days of the scheduled pickup date will be automatically cancelled unless prior written arrangements have been made with SoCal Tiles. Cancellations under this clause are subject to the standard restocking fee and any applicable storage charges.

Photo Approval

Where SoCal Tiles sends photographs of product for customer approval prior to shipment, the order cannot proceed until approval is received in writing. SoCal Tiles is not responsible for project delays resulting from a customer's failure to respond to approval requests in a timely manner.

Damaged or Incorrect Items

If tiles arrive damaged in transit, or if you receive the wrong items, you must notify us within 48 hours of delivery at support@socaltiles.com with your order number and clear photographs of the issue.

We will, at our sole discretion, arrange a replacement shipment or issue a store credit for the affected items. Replacements are subject to stock availability. We do not guarantee an exact color or lot match on replacement tiles due to natural stone variation between production batches.

Refunds for damaged items are not issued where a replacement or store credit remedy is available.

Order Cancellations

All cancellation requests must be submitted in writing to support@socaltiles.com. Verbal cancellations are not accepted.

Orders may be cancelled without penalty within 12 hours of placement, provided the order has not yet been dispatched. To request a cancellation, email support@socaltiles.com immediately with your order number in the subject line.

Cancellation requests submitted after 12 hours, or after an order has been dispatched, will not be accepted. The customer may initiate a return in accordance with this policy once the order is delivered.

Chargebacks & Payment Disputes

If a chargeback or payment dispute is opened with your financial institution, SoCal Tiles reserves the right to cancel any pending or in-transit shipments and place any open orders on hold until the dispute is resolved. Resolution must be agreed to in writing by both parties before any order is reinstated or shipment released. Opening a chargeback does not constitute a valid return or cancellation under this policy and does not exempt the customer from applicable restocking fees or return shipping costs.

Return Process

1. Email support@socaltiles.com within 30 days of delivery with your order number, the items you wish to return, and the reason for return.
2. Our team will review your request. If approved, an RMA number will be issued within 3 business days. Approval is at our discretion.
3. Ship items to our fulfillment center using the address provided with your RMA. Include the RMA number on the outside of all packages. Items returned without an RMA number will be refused.
4. Upon receipt and inspection, approved refunds will be processed within 7–10 business days to the original payment method, minus the 25% restocking fee and any original shipping costs.

Refund Limitations

Refunds will not exceed the original purchase price of the returned items, minus the restocking fee and any non-refundable shipping charges. SoCal Tiles is not responsible for any consequential costs incurred by the customer as a result of a product issue, including but not limited to installation costs, labor costs, or project delays.