Refund policy

Returns & Exchanges Policy

At Artistic Tile and Stone, we strive to provide the best quality products in a timely and efficient manner. If you are not completely satisfied with your purchase, you may return items for a refund or replacement according to the following guidelines:

1. General Return Restrictions

  • Time Limit: No refunds or exchanges will be accepted after 30 days of the invoice date.

  • Restocking Fee: All returns are subject to a 30% restocking fee.

  • Non-Refundable Fees: Shipping, transaction, payment processing, and insurance fees are non-refundable.

  • Credit Card Refunds: There is a 3% processing fee for all credit card refunds. Credits may take 1-2 billing cycles to appear on your statement.

  • Installed Material: No returns or claims may be made on material that has already been installed.

  • Saleable Condition: Refunds are only honored once merchandise is received and accounted for in saleable condition.

2. Special Orders & Pool Tile

  • Special Orders: Special orders cannot be returned unless they were damaged in transit to you.

  • Pool Tile: IMPORTANT: All Pool Tile is Special Order. DO NOT return Pool Tile to our San Carlos location. We will provide a specific factory warehouse address once the return is authorized.

3. Damages & Shipping Errors

  • Damaged in Transit: You must notify the carrier immediately and note damages on the delivery receipt. Notify our office at returns@877arttile.com within 48 hours. We require photographs for our records.

  • Wrong Product Received: If we sent the incorrect item, please contact us at returns@877arttile.com to arrange a return and replacement at no cost to you. Items must be in original packaging.

  • Customer Error: If the wrong size or color was ordered, we suggest requesting a credit and placing a new order for the correct item.

4. Shipping & Undeliverable Items

  • Free Shipping Returns: If an item purchased under a "Free Shipping" sale is returned, the original shipping cost will be deducted from the final refund.

  • Undeliverable/Refused: Shipments that are refused or undeliverable due to customer error (incorrect address, etc.) will be charged for both original and re-shipment charges, plus applicable restocking fees.

5. How to Return

Before returning any package, you must check with us to verify the correct warehouse destination.

  • San Carlos Returns: If verified for our San Carlos location, ship prepaid and fully insured to:

    AT&S Artistic Tile and Stone 1100 Industrial Road, Suite 2 San Carlos, CA 94070

  • Tracking & Insurance: You must ship your return INSURED with a tracking number. If we receive a return broken or it is lost in transit, we cannot issue a refund, and you will be responsible for filing a claim with the carrier.

6. Shade Variations

Shade variations are inherent in all natural stone and tile. We do not accept returns for shade variations. We strongly suggest obtaining a sample from the current lot prior to purchase.