We want to make your experience with Tilemart.com exceptional. If you are unhappy with your order you can use the information below to start the return process.
STARTING THE RETURN PROCESS
A Return Request must be submitted within 30 days of Invoice. Once approved, all returns must be Postmarked within thirty (30) days of the purchase date. Buyer pays for return shipping. All returned items must be in new and unused condition, with all original tags and labels attached.
Customers can submit a return request by logging into their customer account on our storefront, finding the order they wish to return and clicking the "Return Items" link. You can also start the return process via phone or email listed on our contact us page. Note that customers will not be able to submit a return request for an order that has already been refunded or partially refunded.
Next, customers will need to specify the Qty To Return, Return Reason, and Return Action. They also have the option to leave a comment.
In cases of product damage we may require images.
- Unopened state - clear, full view of damaged outer packaging
- Opened state - clear, full view of damaged item(s)
After review from our Customer Service Manager, every situation will be processed on a case by case scenario. Customers will receive a confirmation email or a request for more info.
After receiving your return and inspecting the condition of your item, we will process your refund or exchange. Please allow at least seven (7) days from the receipt of your item to process your refund or exchange. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed.
If item was found to be in a different condition other than sent by our warehouse, we will do one of the following:
- Contact Buyer regarding Condition received by our Returns Department
Give the Option of either,
- Return the item back to Buyer (pending repayment of shipping cost).
- Provide a Refund MINUS a Restocking Fee between 15% and 50%
The following items cannot be returned or exchanged:
- Clearance/Sale Items
- Special Order Items
- Returns AFTER 30 Days of Invoiced Purchase
All Shipping Costs are paid by the the customer and are Non-Refundable.