Return & Refund

RETURN, EXCHANGE & REFUND POLICY

1. Eligible return/exchange situation

• Damaged product
• Wrong product received
• A product that quality is not merchantable
• A product that is significantly different from our description.

2. Non-eligible return/exchange situation

• Change of mind purchase
• Used product
• Custom product
• Product that can not be resalable
• Samples
• Clearance products
• Slight color difference for products in the shell tile or stone tile category

3. How to return, exchange, or get a refund

• If the customer is not satisfied with the product received within 10 days, contact us by mail and tell us the order number, the problem with the order, some supporting documents like photo proof, and request details. 
• Customers can choose to return all the products or partial products to us.
• If a return is accepted, the customer should pack the product well in case of any damage during shipping. Choose a cheap courier company to get the parcel shipped, and also prepay the international shipping cost. And email us the tracking number.
• We will check the product we receive, and if there is damage we will contact the customer. If the product is all OK we will issue a refund or exchange as soon as possible.
• For exchange orders, we will send a new product to the customer as soon as possible and email the tracking number.
• We undertake the return /new shipping cost if it’s our fault, otherwise customer should pay for the return/new shipping cost.

4. Refund process (If applicable)

• We may refund in full or partial which varies from case to case, depending on the specific order situation.
• Refunds normally will be sent to the customer in the same way we receive the payment, or differently by request.
• International money transfers may take 3~7 business days to arrive at the customer’s bank account, online payment methods can be much quicker.