Return Policy
40-Day Return Policy
Need to return your tile? No problem! At The Tile Plug, we prioritize customer satisfaction. If you’re not completely happy with your purchase, you can return it within 40 days from the delivery date.
Quick Links:
Return Policy
Exchanges
How to Start a Return
Non-Returnable & Non-Refundable Items
Returns on Discounted Items
Damages Policy
Order Cancellation Policy
Non-Returnable & Non-Refundable Items
The following items cannot be returned or refunded: Close Out tiles, tile samples, and supplies or tools such as grout, caulk, sealer, and cleaner.
How to Start a Return
To initiate a return, submit a Return Authorization Request (RAR) through this link. Once approved, we will provide a Return Merchandise Authorization (RMA), which must be included with your return. Returns are only accepted if the RMA is generated within 40 days from the delivery date.
Requirements:
- Your The Tile Plug Order Number and the email used for the purchase. You can find this in your account or order confirmation email.
- If your order was damaged upon arrival, DO NOT request a return. Instead, follow our Damages Policy for proper instructions.
The Tile Plug Return Policy
- Tiles returned in sale-able condition will be refunded, minus a restocking fee. A 20% restocking fee applies unless stated otherwise on the product page (some items, such as have a 25% restocking fee). This covers handling, inspection, and restocking costs.
- Customers are responsible for all return shipping costs and must arrange their own shipping.
- The following items are final sale and cannot be returned or refunded: samples, supplies, tools, clearance items, special orders, and shipping fees.
- Returned items must be unused, in their original packaging, and in new condition. Tiles are fragile, so pack them securely. Refunds will not be issued for damaged, used, or altered products.
- If your product was sold by the box, it must be returned in full boxes—partial boxes are not accepted.
- A printed copy of the Return Merchandise Authorization (RMA) must be included inside your return package. Returns without an RMA may be rejected. Once your RMA is approved, you have 7 days to ship the return. If not shipped within this timeframe, the return will expire and will not be refunded.
- It is recommended to use the same shipping method as your original order. If your order was shipped via freight, it must be returned in the same manner to avoid damage. Large tile orders should be palletized for freight return. We strongly advise insuring your return for its full value and keeping tracking information.
- Once received and inspected, refunds will be processed within 7-12 business days to your original payment method. If your refund does not appear, check with your bank or credit card provider, as processing times may vary.
Returns on Discounted Items
If you return a tile purchased with a discount code (e.g., holiday sales, Black Friday/Cyber Monday), your refund will reflect the discounted price, minus the restocking fee.
For questions regarding returns, email us at returns@thetileplug.com. Visit our Shipping Info page for details about shipping policies.
Exchanges
Tile colors may slightly vary from batch to batch. To ensure satisfaction, we highly recommend requesting lot photos or ordering a sample before purchasing.
If you receive your order and want a different lot, you may exchange it, but return shipping costs and a 15% restocking fee will apply. Contact support@thetileplug.com within 40 days of delivery to request an exchange.
Once approved, we will send you the Return Authorization with detailed shipping instructions.
Do not send Happy Floors returns to The Tile Plug’s warehouse. Refunds for Happy Floors items may take up to 15 business days after we receive the return.
Order Cancellation Policy
If you need to cancel or modify an order, please contact us as soon as possible. Once an order has shipped, it cannot be canceled or changed.
Cancellation Fees:
