TILE & STONE DEPOT – RETURN, PICK-UP & LOADING POLICY
RETURN POLICY
Our return policy is valid for 30 days from the date of purchase. After 30 days, we cannot offer a refund or exchange.
To be eligible for a return, items must be unused, uninstalled, undamaged, and in the original packaging. All merchandise must be in resalable condition. Original receipt or proof of purchase is required.
NON-RETURNABLE ITEMS
The following items cannot be returned under any circumstances:
- Special Orders / Custom Orders
- Installed products
- Out-of-stock or discontinued items
- Samples
- Sale or clearance items
RESTOCKING FEE
A 20% restocking fee applies to all approved returns. Original delivery, handling, and shipping charges are non-refundable.
IMPORTANT – PLEASE READ CAREFULLY
- Installed materials cannot be returned.
- Tile & Stone Depot is not responsible for installation errors, product defects discovered after installation, or any labor, removal, or replacement costs.
- All claims for damage or shortages must be made at the time of delivery or pickup.
- Customers are responsible for inspecting all materials before installation. Use of material constitutes acceptance.
- Once installed, flooring becomes the property of the owner/installer and cannot be returned.
PICK-UP & STORAGE POLICY
- Customers must inspect all merchandise before leaving our premises.
- All merchandise must be picked up by closing time.
- Storage Fee: A $15 per pallet per week storage fee applies from the purchase date until pickup and will be fully enforced.
LOADING & VEHICLE DAMAGE WAIVER
WE ARE NOT LIABLE FOR VEHICLE DAMAGE!
- Damage during loading is the customer's responsibility—including tailgates.
- Forklift loading is a convenience. Request hand loading if concerned.
- Customer must bring a proper vehicle. Most damage occurs from overloading or improper transport.
REFUNDS
Once your return is received and inspected, we will notify you by email. If approved, your refund will be processed and applied to your original method of payment within a reasonable number of days. Shipping, delivery, and restocking fees will be deducted from the refund.
LATE OR MISSING REFUNDS
- Check your bank account
- Contact your credit card company (posting times may vary)
- Contact your bank (processing times may vary)
If you still have not received your refund, please contact us at info@tilestonedepot.com.
EXCHANGES
We only replace items if they are defective or damaged. Please email info@tilestonedepot.com before returning any items. Exchanges are subject to inspection and availability.
RETURN SHIPPING
To return your product, ship it to:
TILE STONE DEPOT LLC
85 5th Ave UNIT 31
Paterson, NJ 07524
United States
You are responsible for return shipping costs. Shipping costs are non-refundable. For returns over $75, we recommend a trackable shipping service and/or shipping insurance. We do not guarantee receipt of returned items.
