Orders a usually ship within 48 Hours.
We have a 30-day return policy, which means you have 30 days from placing your order to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
Please inspect your order upon reception and contact us immediately within 2 business days of the receipt of order if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
To start a return, you can contact us at hey@heytiles.com if your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Shipping fee will deducted from the total or you can use your freight company to return it to our warehouse.. Items sent back to us without first requesting a return will not be accepted.
30 DAY MONEY BACK GUARANTEE
We provide a 30 Day Money Back Guarantee from the date the order is placed to ensure 100% customer satisfaction.
Eligibility for the money back guarantee requires that:
The product is in its original packaging.
The product has not been used, installed, removed and then returned.
After 30 days, no returns or exchanges will be accepted for any reason or for credit.
You can always contact us for any return question at hey@heytiles.com
Damages and Wrong Item Issues
Please inspect your order upon reception and contact us immediately within 2 business days of the receipt of order if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Installed material may not be returned; installation whether full or partial constitutes acceptance. Any items that have been painted, stained, glued or in any way worked upon will not be accepted for return or refund.
SAMPLE SHIPMENTS
SAMPLES ARE NON RETURNABLE / NON REFUNDABLE
Sample shipment are swatch samples only. Standard swatch size 4"x4" to 6"x6".
If you order any tile such as 8x8 , 3x6 , 4x12 , 2x8 , 3x9 etc. we will send you a one full piece. Any tiles bigger than these sizes such as 6x12 , 12x12 , 12x24 , 18x18 , 24x48 will receive 1 pc of sample swatch in 4"x4" , 3"x6" or 6"X6", 8x8 or 6x12
Mosaic tiles samples also will be in 4"x4"or 6"x6"
IMPORTANT - PLEASE READ CAREFULLY
ONCE A PRODUCT HAS BEEN INSTALLED, IT CANNOT BE RETURNED. HEYTILES IS NOT RESPONSIBLE FOR PRODUCT DEFECT OR DAMAGE, PROPERTY DAMAGE OR LOST LABOR COSTS DUE TO FAULTY INSTALLATION. CLAIMS FOR DAMAGE OR SHORTAGES MUST BE MADE UPON RECEIPT OF THE PRODUCT. THOROUGHLY INSPECT ALL PRODUCTS BEFORE INSTALLATION AS USE WILL CONSTITUTE ACCEPTANCE. INSTALLED FLOORING IS CONSIDERED THE PROPERTY OF THE OWNER/INSTALLER AND CANNOT BE EXCHANGED OR RETURNED FOR ANY REASON.
FOR MORE INFORMATION: CONTACT CUSTOMER CARE BY EMAIL:
Unfortunately, we cannot accept returns on sale items , SAMPLES or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
