BelTile Customer Information
We always strive to make our customers happy and want you to buy in confidence that we will do our best to satisfy you.
Keep in mind that it is always a good practice to have one or two cartons of material after installation in case you need to perform a repair in the future and the material is no longer available.
Please review the following, as well as our Return Process below.
All returns have a 30% restocking fee.
No returns are allowed on closeout or irregular items.
Returned cartons must be factory sealed, unopened and unmarked. No credit will be given for opened cartons.
All returns must have a Return Authorization Number.
No returns after 30 days of the order.
The customer is responsible for the cost of shipping the materials back.
Damaged returned materials will not be credited.
Once returned material is received, a credit or refund will be issued after inspection and processing. This typically takes 15 days from receipt of the returned materials.
Your refund will be provided through the same method by which you paid.
All international orders are final. No returns or refunds.
Special-order materials are not returnable. Slabs are not returnable.
You must call us for a Return Authorization number (RA#) by calling our toll-free Customer Service team. Please make sure you write this number on the outside of the box you send back to us.
Returns without an RA# will be refused or, if accepted, will be subject to a 50% restocking fee. Returns or exchanges will not be accepted after 30 days from when you receive your shipment or, if accepted, will be subject to a 50% restocking fee.
Material accepted for return must be repackaged in the same way it was received. Tile products should be packaged to avoid scratches on the surface. Material should be firmly secured inside the packing material.
BelTile will not accept returns of goods that have been used by the customer, either installed and later uninstalled, uncrated and damaged, or not repackaged in the original material and manner.
Credit or refunds for returned goods will be issued after material has been received by BelTile and inspected. Samples and special orders are not eligible for return.
ITEMS MUST BE RETURNED IN THEIR ORIGINAL PACKAGING AS SHIPPED BY BELTILE, INC. Any items returned in packaging other than the original packaging will be refused.
All products are covered by the manufacturer’s warranty as well as any other warranty required by law.
General warranty information for each manufacturer may be obtained by contacting the manufacturer directly.
If you have more specific warranty information questions, please call Customer Service.
If you decide to cancel an order, please call or email us immediately.
For stock items, once the order has shipped, you will be subject to a 30% restocking fee for any items returned or exchanged for any reason other than product defect or damage, in addition to freight charges.
Orders may not be cancelled or refused due to extended shipping times.
All special or custom orders are non-returnable and non-cancellable. Special or custom orders may only be cancelled within the first 24 hours of placing the order. No returns or exchanges are allowed on special or custom orders beyond the first 24 hours after placing your order.
If you have already placed an order but it has not been shipped yet, you can add a new item to your existing open order. Please call our Sales Department to handle your request.
If your order has already been sent out, you can shop online for that item or call our Sales Department to place your next order.
We hope that your order arrives safely and that you are satisfied with your purchase.
When the order arrives, it is your responsibility to ensure that the product has not been damaged during shipping. Inspect the box for external damage, remove the packaging and inspect the contents for physical damage in the presence of the delivery driver.
If there is any damage, visible or not, it must be noted on the delivery receipt or Freight Bill of Lading before signing. When you sign the delivery ticket without noting damage, the merchandise becomes your property.
If concealed damage is discovered after delivery, retain all packing material, including the carton, and notify BelTile immediately so an inspection can be scheduled.
Failure to make claims within three days of delivery constitutes acceptance of the merchandise and waiver of any defects, errors or shortages.
Please inspect your delivery carefully. If damage is present, note it on the delivery ticket and contact us immediately or email sales@BelTile.com.
Any shipment returned REFUSED for any reason will result in the customer being permanently dropped as a trade account, and no further shipping arrangements will be made.
Refused shipments returned to BelTile do not constitute the right to a refund or credit. Customers are responsible for both original and return shipping or freight charges and a 50% restocking fee for all returned items.
Refused orders may not be covered by the carrier’s insurance.
If a customer refuses a special-order or non-refundable item, no credit is created merely by refusing delivery, and additional return charges will apply.
The refused package will remain in BelTile’s possession until the customer pays to resend the item. If payment is not received within 15 days of the first failed delivery, the materials are forfeited.
For returns that came with a Free Shipping promotion, you are responsible for both original and return shipping and freight costs, typically 25% to 30% of the total order.
This amount may or may not be shown on your invoice, depending on the shipping method selected.
This policy also applies to all items that ship free.
