Warranty Information

All products are covered by the manufacturer’s warranty as well as any other warranty required by law. General warranty information for each manufacturer may be obtained by contacting the manufacturer directly. If you have more specific warranty information questions, please call Customer Service at 877 LUX TILE.

Change or Cancel an Open Order

All special/custom orders are NON-RETURNABLE AND NON-CANCELLABLE. Special or custom orders may only be cancelled within the first 24 hours of placing the order. No returns or exchanges are allowed on special or custom orders beyond the first 24 hours of placing your order.

Add an Item to your Open Order: If you have already placed an order but it hasn’t been shipped yet, you can add a new item to your existing open order. Please call our Sales Department at 877 LUX TILE to handle your request. If your order has already been sent out, you can shop online for that item or call our Sales Department to place your next order.

For any stock items, once the order has shipped, you will be subject to a 30% restocking fee for any items that returned/exchanged for any reason other than a product defect or damage in addition to freight charges.

Damaged or Defective Goods

We hope that your order arrives safely and that you are satisfied with your purchase. However, please remember that when the order arrives it is your responsibility to ensure that the product has not been damaged during shipping. Inspect the box for external damage, remove the packaging and inspect the contents for any physical damage in the presence of the delivery driver. If there is any damage, visible or not, you must indicate such on the delivery receipt/Freight Bill of Lading before signing. When you sign the delivery ticket and do not note any damage, the merchandise becomes your property.

If concealed damage is discovered after the delivery, it is the purchaser’s responsibility to retain all packing material including the carton and to notify LuxeTile immediately to schedule an inspection. Failure to make claims within 3 days of delivery shall constitute acceptance of the merchandise and waiver of any defects, errors, or shortages.

Again, please take the time to inspect your delivery and if there is any damage be sure to note it on the delivery ticket. If the damage is severe enough to render the product inoperable or unusable, please refuse the shipment and contact us immediately at 877 LUX TILE.

Return Process

You must call us for a Return Authorization number (RA#) by calling toll free our Customer Service at 877 LUX TILE .Please make sure you write this number on the outside of the box you send back to us. Returns without an RA# will be refused or if accepted, will be subject to a 50% restocking fee. Returns/Exchanges will not be accepted after 30 days from when you receive your shipment or if accepted will be subject to a 50% restocking fee. 

Material accepted for returned must be repackaged in the same way it was received. Tile products should be packaged to avoid scratches on the surface. Material should be firmly secured inside the packing material. LuxeTile will not accept returns of goods that have been used by the customer either installed and later uninstalled, or uncrated and damaged or not repackaged in the original material and manner). Credit or refunds for returned goods will be issued after material has been received by LuxeTile and inspected. Samples and Special Orders are not eligible for return.

ITEMS MUST BE RETURNED IN THEIR ORIGINAL PACKAGING AS SHIPPED BY LuxeTile, Inc. ANY ITEMS RETURNED IN PACKAGING OTHER THAN THE ORIGINAL PACKAGING WILL BE REFUSED.