Refund Policy

Order Processing: Orders are typically processed and shipped within 48 hours.

Return Window: You have 30 days from the date of placing your order to request a return.
Condition for Return: Items must be in the same condition as received, unused, and in their original packaging. A receipt or proof of purchase is required.
Defective or Incorrect Items: If you receive a defective, damaged, or incorrect item, please contact us within 2 business days of receipt to address the issue.

Initiating a Return: To begin the return process, contact us at hey@heytiles.com. If your return is accepted, we will provide a return shipping label and instructions for returning your package.
Shipping Costs: The shipping fee will be deducted from your total refund, or you may use your freight company to return the item to our warehouse.
Unauthorized Returns: Returns sent without prior authorization will not be accepted.

Guarantee Period: We offer a 30 Day Money Back Guarantee to ensure 100% customer satisfaction.
Guarantee Conditions: To qualify for the money back guarantee, the product must be in its original packaging, unused, and not previously installed.
Post-30-Day Policy: No returns or exchanges will be accepted after 30 days for any reason.

For any questions regarding returns, please reach out to us at hey@heytiles.com.

Inspection on Arrival: Please inspect your order upon delivery.
Reporting Issues: Contact us within 2 business days if you find any defects, damages, or if you receive the wrong item, so we can resolve the issue promptly.

Installed Materials: Items that have been installed, painted, stained, glued, or altered in any way are not eligible for return or refund.
Sample Shipments: Samples are non-returnable and non-refundable. Standard swatch sizes range from 4"x4" to 6"x6". For tiles sized 8x8, 3x6, 4x12, 2x8, 3x9, etc., a full piece is provided. Larger tiles (6x12, 12x12, 12x24, 18x18, 24x48) will receive a sample swatch in sizes such as 4"x4", 3"x6", 6"x6", 8x8, or 6x12. Mosaic tile samples will also be in 4"x4" or 6"x6".

Post-Installation: Products that have been installed cannot be returned. Heytiles is not liable for any product defects, damages, property damage, or lost labor costs due to faulty installation.
Claims: Any claims for damage or shortages must be made immediately upon receipt.
Ownership: Once installed, flooring is considered the property of the owner/installer and is non-exchangeable and non-returnable.

For further assistance, please contact our Customer Care at Hey@heytiles.com.

Please note, returns on sale items, samples, or gift cards are not accepted.

Quick Exchange Method: To exchange an item, first return the original item. Once the return is accepted, place a new order for the desired item.

Refund Process: After we receive and inspect your returned item, we will inform you whether the refund has been approved.
Refund Initiation: Approved refunds are automatically processed back to your original payment method.
Refund Timing: Please note that the time for the refund to be reflected in your account depends on your bank or credit card company’s processing times.