We always strive to make our customers happy and want you to buy in confidence that we will do our best to satisfy you.   Keep in mind that it is always a good practice to have one or two cartons of material after installation in case you need to perform a repair in the future and the material is no longer available.  Please review the following, as well as, our Return Process below:

• All returns have a 30% restock fee.  
• No returns are allowed on closeout or irregular items.
• Returned cartons must be factory sealed, unopened and unmarked.  No credit will be given for opened cartons.
• All returns must have a Return Authorization Number.
• No returns after 30 days of order.
• Customer is responsible for the cost of the shipping to return the materials.
• Damaged returned materials will not be credited. 
• Once returned material is received, we will issue a credit or refund after materials are inspected and processed.  This typically takes 15 days from receipt of the returned materials.
• Your refund will be provided via the same method by which you paid.  

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.

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

If you decide to cancel an order, please call or email us immediately.   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.   Orders may not be cancelled or refused due to extended shipping times.

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.

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.

Refused Shipments

Any shipments returned REFUSED for any reason will be permanently dropped as a trade account and no further shipping arrangements will be made. Furthermore, any REFUSED shipments returned to Luxetile do not constitute the right to a refund or credit.   Company policy dictates that customers pay all freight charges and a 50% restocking fee for all returned items.  Refused orders may not be covered by the carrier's insurance.  If a customer refuses a special order, non-refundable item, they are not eligible to receive any credits by simply refusing the delivery, and they will incur an additional charge for any return fees after the package is refused. The refused package shall remain in the possession of Luxetile, Inc. until such time as the customer remits payment to resend the item(s). If payment is not received within 15 days of the first failed delivery, then the materials are forfeited.