General Return Terms
Tiles returned in saleable condition will be refunded at the original tile price, minus a restocking fee. A 15% handling fee applies to all returns.
All return shipping costs and arrangements are the responsibility of the customer.
Non-Returnable Items: Samples, consumables and tools, clearance sales, custom orders, and shipping charges are final sale and cannot be returned or refunded.
Return Requirements
All returned merchandise must be in its original packaging and in brand new, unused condition. Please pack your returns carefully—tiles are extremely fragile. We will not issue refunds for any returned items that are damaged, used, or altered in any way.
Products sold by the box must be returned by the box. Partial returns will not be refunded.
Shipping Your Return
Typically, the safest way to return items is using the same shipping method we used to send them. If your order was shipped via freight, it’s because the goods are susceptible to damage during ground transportation. Tiles used on-site must be returned in their original packaging.
We strongly recommend purchasing insurance for your return shipment for the full value of the goods. Please obtain a shipping receipt with tracking number from the carrier.
Refund Processing
Once we receive and inspect your return, refunds will be processed within 7-10 business days to your original payment method. If you don’t see the refund in your payment account, please contact your bank or credit card issuer, as they may not immediately display the refund on your statement.
Promotional Items Returns
Please note that tiles purchased at a discounted price will be refunded after deducting both the discount amount and the restocking fee.
If you have additional questions about returns, feel free to email us at saicinatiles@saicinatiles.com. You can also visit our website’s shipping information page for more details about our delivery policies.
Exchanges
Tile colors may vary between batches. Please request batch photos and/or purchase samples before ordering to ensure you’re satisfied with the tile color, finish, design, etc.
If you’re unsatisfied with color variation after receiving your tiles and wish to exchange for a different batch, please note that you’ll be responsible for return shipping costs and a 15% restocking fee.
Exchange Process
Contact our customer service team at saicinatiles@saicinatiles.com within 30 days of receipt to request an exchange.
Before shipping, photograph your well-packaged items in their original packaging. Keep these photos for reference (in case of damage claims with the freight company) and send them to saicinatiles@saicinatiles.com with your purchase order number, noting this is a photo return. We will then send you the warehouse address.
Once your return request is approved, we’ll email you a Return Authorization with detailed instructions and the return address.
Cancellation Policy
If you need to make any changes to your order, please inform us as soon as possible. Once an order has shipped, it cannot be edited or canceled.
If you decide to cancel or modify your order, please notify us immediately via email. Include your order number in the email subject line.
Cancellation Fees:
- Orders that have been processed but not yet packed: 5% cancellation fee will be deducted from your refund
- Orders already packed and ready to ship: 15% to 25% restocking fee will apply, depending on product type
Contact Information
For any questions regarding returns, exchanges, or cancellations, please contact us at:
Email: saicinatiles@saicinatiles.com