Every batch of our mosaic tiles undergoes strict quality inspection before shipment. If you receive goods with quality issues, please follow the policy below.
1. Eligible for Returns
Standard in-stock products returned within 30 days of delivery, provided they are uncut, uninstalled, in original packaging, and resalable.
Products shipped in the wrong model, color, or size due to our error are eligible for return or exchange.
2. Not Eligible for Returns or Exchanges
Tiles that have been cut, installed, or otherwise processed;
Custom-made products (custom colors, custom sizes, custom patterns);
Clearance, sample, and end-of-line products sold at special prices (marked as final sale);
Natural color and texture variations within industry standards are not considered quality defects;
Quality claims raised more than 7 days after delivery (except shipping damage — see Section 4).
3. Exchange Process
Contact your sales representative or email [after-sales email] within 7 days of delivery, providing your order number, photos of the defective products, and a description of the issue.
Once we confirm a quality issue, we will arrange a replacement or reshipment within 5 business days.
Replacements are shipped in the original order specifications; if that specification has been discontinued, we will work with you on an alternative.
4. Shipping Damage
Please inspect the outer packaging upon delivery. If the packaging is damaged, note “packaging damaged” on the delivery receipt and take photos as evidence.
If you find broken tiles when unpacking, contact us within 48 hours with photos of the damage, and we will reship the same specification free of charge.
5. Shipping Costs
Return/exchange shipping costs caused by product quality issues or our shipping errors are covered by [Brand Name];
For non-quality-related returns, the buyer bears the round-trip shipping costs, and the products must meet the conditions in Section 1.
6. Refunds
For eligible returns, refunds will be issued to the original payment method within 7 business days after we receive the returned goods and pass inspection.
7. Contact Us
After-sales email: info2@shuangoutiles.com
Please provide: order number, contact name, issue description, and relevant photos.
