Return & Refund Policy

At Stone Tile Depot, we understand that purchasing tile and stone is an important investment. Our goal is to make your shopping experience as smooth and worry-free as possible. Please review our Return & Refund Policy before placing your order.

Return Eligibility

We accept full-order returns only. Partial returns (such as returning leftover or unused material from an order) are not accepted.

To request a return, please contact us within 30 days of the original delivery date by emailing sales@stonetiledepot.com. Include your order number and the reason for your return request.

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Damaged Orders

Visible Damage Upon Delivery

All shipments are insured during transit.

When your order arrives, please inspect it before signing for delivery. If you notice visible damage:

• Note the damage on the carrier's delivery receipt before accepting the shipment.

• Take clear photographs of the damaged packaging and products.

• Contact us immediately at sales@stonetiledepot.com.

Our breakage policy allows for up to 10% breakage, as some pieces may be usable for cuts, edges, or corners during installation.

If the damage exceeds 10% of your order, you may qualify for either:

• Replacement material, or

• A partial refund or store credit for the damaged products.

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Hidden Damage

If damage is discovered after opening pallets or crates:

• Notify us within 7 days of delivery.

• Email clear photographs of the damaged products and packaging.

As with visible damage, breakage of up to 10% is considered acceptable. Damage exceeding 10% may qualify for replacement material or a partial refund/store credit.

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Returns Due to Change of Mind

If you decide you no longer need your order, you may return the entire order, provided that:

• The products remain in their original packaging.

• The products are unused, uninstalled, and undamaged.

• The products are in new, resalable condition.

• The order has not been marked, altered, or modified in any way.

Please note:

• Customers are responsible for all return shipping costs.

• Original shipping charges are non-refundable.

• Returns are subject to inspection after arrival at our warehouse.

• Refunds may be issued in full or in part depending on the condition of the returned products.

Installed products are considered accepted and cannot be returned or claimed under this policy.

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Warehouse Pick-Up Orders

If you choose the Warehouse Pick-Up option, you or your carrier are responsible for inspecting the materials before loading them.

If any damage is found:

• Inform the warehouse staff immediately.

• Take photographs before loading the material.

• Email the photos to sales@stonetiledepot.com.

Once the order leaves the warehouse, ownership and responsibility transfer to you. Stone Tile Depot and the warehouse are not responsible for damage that occurs during transportation after pickup.

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Restocking Fee

Approved returns may be subject to a minimum 25% restocking fee, which will be deducted from your refund.

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Non-Returnable Items

The following products are not eligible for return:

• Custom Orders

• Made-to-Order Products

• Container Orders

• Clearance Items

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Refund Process

Once your returned order is received at our fulfillment center, it will be inspected.

If approved, your refund will be processed based on the condition of the returned merchandise. Any applicable restocking fees, return shipping charges, or other deductions will be applied before the refund is issued. Refund will be processing time 7 business days.

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Need Assistance?

If you have questions about your order or whether your purchase qualifies for a return, our customer support team is happy to help.

Email: sales@stonetiledepot.com