Damages Policy

Damages Policy

At The Tile Plug, we take great care to pack every shipment securely to ensure it arrives in perfect condition. However, damage can occasionally occur during transit. For this reason, we ask that you inspect your tiles upon delivery. If your order arrives damaged, do not submit a return. Instead, follow the steps below to file a damage claim so we can process your replacement order.

Steps to File a Damage Claim:

  1. Note the Damage: If your pallet or boxes show visible damage, make sure to note it on the Bill of Lading (BOL).
  2. Take Photos: Capture clear images of each damaged tile and the outer packaging.
  3. Submit the Information: Email the photos to support@thetileplug.com, including your order number and the number of damaged pieces. Also, provide any relevant details about the handling and delivery (e.g., damage to the exterior of the boxes or an unwrapped pallet).
  4. Claim Deadline: You must submit your claim along with photos of the damage within 48 hours of delivery. Otherwise, we cannot accept your claim. If your order was shipped to a job site, it is your responsibility to ensure the shipment is inspected within this timeframe.
  5. Retain Damaged Products: Keep the damaged materials until the claim process is complete, as shipping companies may require an audit.
  6. Disposal of Damaged Products: The Tile Plug is not responsible for disposing of damaged products.

Once we receive your email with the photos and details of the damaged pieces, we will process and ship your replacement tiles within 24 hours. (Note: Emails received after 6 p.m. UTC on Friday will be addressed the following Monday).

 

Minor Damage:

If only a small chip or piece of your mosaic tile is damaged, you or your contractor may still be able to use it. If you believe the damaged tiles cannot be used, follow the steps above to file a claim.

Returns:

If your tiles were not damaged upon arrival and you wish to return your order, please review our Return Policy for more information. You can also visit our Shipping Info page for details on our shipping policies.

 

If a Shipment is Refused:

Refusing a shipment will result in additional shipping charges, which will be the customer’s responsibility. Refused shipments are subject to return shipping costs and a restocking fee of 20% to 25%, depending on the product type.

 

Damage During Installation: 

  • Customer Responsibility: If tiles are damaged during installation or installed incorrectly by the customer or their installer, The Tile Plug is not responsible for returns, exchanges, or refunds.
  • Shipping Damage: If tiles arrived damaged during shipping, it is the customer’s responsibility to notify The Tile Plug before installation and file a claim. If damaged tiles are used during installation, The Tile Plug will not be responsible for returns, exchanges, or refunds, as a claim should have been filed prior to installation. Installation of the material constitutes acceptance.

 

Additional Information:

  • Damage Policy: Refer to our Damage Policy for detailed instructions on filing a claim.
  • Contact Us: For any questions or assistance, feel free to reach out to us at support@thetileplug.com.