Return Policy

 

 

 

  • We offer free of charge cancellation within 24 hours from the time the order was placed.
  • If you decide to cancel the order after 24 hours since order placement, there will be a cancellation fee of 25% of the order amount.
  • There are no cancellations, after the shipment has left the warehouse.


RETURNS

  • We accept returns for refund 7 calendar days after delivery of the product. At our sole discretion after 7 calendar days, we will offer an exchange or store credit only.
  • Returns will only be accepted if terms and conditions noted below are followed:
  • Items must be in "new, unaltered and unused condition". Products and packaging showing no signs of wear or damage in any way. Boxes in original shape.
  • Return request must be placed within 7 calendar days of the delivery date (after 7 days no returns are allowed).
  • Original sales receipt and an RMA (returns material authorization form) must accompany all returns. No returns will be accepted without an RMA.
  • To obtain a RMA number contact us at support@pooltileshop.com
  • Must not be a special order or a custom order.
  • Refunds are contingent upon inspection of item(s) once we receive it. 
  • After 7 calendar days of returns, we will offer store credit only. 
  • Items returned to us after 7 days and without contacting us prior with Return Request, will NOT be refunded. 
  • No exchanges.
  • There is a 25% restocking fee for returned items that are not being exchanged and are not damaged. Again, you must contact us with Return Request within 30 days, if you intend to return any item back to our store.
  • We DO NOT accept any partial returns at all. Only full returns will be accepted after other conditions being approved. It should be in original packed condition.
  • The thickness of tiles is not guaranteed and may vary. Customers are advised to verify all specifications with us before making a purchase.

    • Returns due to incorrect thickness and/or edges:

      There is a 30% restocking fee on all returned products due to incorrect thickness or edges.  We try our best to be as accurate as possible on the thickness or edges of all our products.  Nobody the industry puts as much effort into this as we do.

      The thickness or edges of tiles is not guaranteed and may vary. Customers are advised to verify all specifications with us before making a purchase.

      If you return a product because it’s thickness or edges does not work for you, you will be charged a 30% restocking fee. You are responsible to pay the return shipping charges in such cases.

  • Please note that Shipping Cost is not refundable.
  • If seller is not at fault, customer is responsible for return Shipping Costs.
  • If a product is received damaged or missing, please contact us immediately.
  • Customers are required to inspect all received products for damage within 3 days from the date of delivery.
  • 3-5% broken pieces are are acceptable. More than 5% you must provide photos and proof of broken pieces.
  • Any claim made after 3 days of delivery is not acceptable, such as: we received but did not open, installation did not start yet etc.
  • No claims will be accepted after product is installed.
  • Return Label is Customer Responsibility 

Exchanges
WE DO NOT ACCEPT ANY EXCHANGES!

REFUSED ORDERS

 DO NOT REFUSE ANY SHIPMENT. If your shipment arrives damaged, call our customer care center at (714) 712 0246  immediately for assistance with getting replacements sent to you. If you refuse to accept an order, Pool Tile Shop will charge all applicable shipping fees as part of the return. The customer is solely responsible for all outgoing and return shipping costs. Any items returned without return authorization, including canceled orders and refused shipments, are subject to a 25 percent (%25) restocking fee.