Returns, Exchanges & Cancellations
Return Policy
Returned tiles in resalable condition will be refunded at the original purchase price, less a restocking fee. All returns are subject to a 15% restocking fee.
Customers are responsible for all return shipping costs and transportation arrangements.
Non-returnable items include: samples, consumables and tools, clearance items, special order products, and shipping charges.
All returned merchandise must be in original packaging and remain in new, unused condition. Please pack return items carefully—tiles are extremely fragile. We cannot issue refunds for returned items that are damaged, used, or altered in any way.
Materials sold by the box must be returned as full boxes. Partial box returns are not accepted.
The safest return method typically matches our shipping method. If we shipped via freight pallet, it’s because ground shipping risks breakage. Field tiles must be returned via pallet freight. We strongly recommend purchasing insurance for the full value of your return shipment. Be sure to obtain a shipping receipt with tracking number from your carrier.
Once we receive and inspect your return, we will process your refund within 7-10 business days via your original payment method. If you don’t see the refund reflected in your payment method, please contact your bank or credit card issuer—they may not display refunds on statements immediately.
Promotional Item Returns
Please note that tiles purchased with discounts will have refunds reduced by the corresponding discount amount plus the restocking fee.
For additional return questions, email woostiles@woostiles.com. You may also visit our shipping information page for more details on shipping policies.
Exchange Policy
Tile color variations may exist. Please request batch photos and/or purchase samples before ordering to ensure you’re satisfied with the batch’s color, texture, design, etc.
If you’re unsatisfied with color variations after receiving your tiles and wish to exchange for a different batch, please note: you’ll be responsible for return shipping costs and a 15% restocking fee.
Contact our support team at woostiles@woostiles.com within 45 days of delivery to request an exchange.
Before shipping, photograph your return pallet and pack/strap it securely. Retain these photos (in case tiles are damaged and you need to file a claim with the freight company), and send them along with your purchase order number and explanation email to woostiles@woostiles.com.
Once your return request is approved, we’ll email you a return authorization with detailed instructions and the return address.
Order Cancellation Policy
If you need to modify your order, please contact us as soon as possible. Once an order has shipped, it cannot be edited or cancelled.
If you decide to cancel or modify your order, notify us immediately via email with your order number in the subject line.
Please note:
- If your cancelled order has been processed but not yet packed, we’ll deduct a 5% cancellation fee from your refund.
- If the order has been packed and is ready to ship, a 15%–25% restocking fee will apply depending on product type.
Questions? Contact us at woostiles@woostiles.com