Return Policy

The Tile Plug – Return Policy

1. General Conditions

  • Tiles returned in sellable condition are eligible for a refund, minus restocking fees.

    • Standard fee: 20%

    • Glass tiles & recycled glass mosaics: 25%

  • Customers cover all return shipping costs.

2. Non-Returnable Products

  • Samples

  • Tools and installation products (thinset, grout)

  • Vanities

  • Clearance or deeply discounted items

  • Special orders

  • Shipping fees

  • Marble in any form (mosaics or field tiles)

  • Natural stone and glass tiles (some stores prohibit glass returns entirely) 

3. Returnable Products

  • Porcelain tiles (both mosaics and field tiles)

  • Glass tiles and recycled glass mosaics — subject to a 25% restocking fee

  • Only if all other return conditions are met

4. Condition Requirements for Returns

  • Must be unused, undamaged, and in perfect, original packaging

  • No signs of usage, alteration, or cutting

  • Full boxes only—partial boxes not accepted for standard field tile

  • Installed materials are not eligible for return.

5. Authorization & Timeline (RMA Process)

  • RMA (Return Merchandise Authorization) is required

  • Include a printed RMA form inside the package

  • You have 7 days from RMA approval to ship the return

  • Delays beyond 7 days may result in refusal of return

6. Shipping Guidelines

  • Use the same shipping method as your original order

  • For freight shipments, the return must also be freight

  • Large orders should be palletized and fully insured

  • Always retain tracking information

7. Restocking Fees & Refunds

  • Refunds are issued after inspection, usually within 7–12 business days

  • Restocking fees deduct from the item price only, not shipping

  • Discounted items: Refund reflects the discount, minus restocking fee

8. Additional Return Policies from Industry Standards

  • Inspection upon delivery: Recommend inspecting immediately and noting damage at delivery.

  • Original packaging requirement: Common across retailers—must return in unopened, factory packaging.

9. Exchanges (Lot Changes)

  • Due to batch color variations, request lot photos or samples before purchase

  • To change the lot: contact support@thetileplug.com within 40 days of delivery

  • 15% restocking fee plus customer pays return shipping

10. Order Cancellations

  • Contact us as soon as possible to cancel or modify orders

  • Once shipped, your order cannot be canceled or changed

  • Special orders may incur a 20% restocking fee if cancelled after shipping