Return Policy

This Return Policy is governed by and incorporates the website Terms & Conditions.

Stone Tile® understands the importance of choosing the right product for your project. If you are not completely satisfied with your store or online purchase, please contact us via email or phone to discuss your issues. We reserve the right to limit or deny returns or exchanges.

Please note that returns are not accepted on:

• Stone Slabs
• Stone Tile
• Wood products
• Any non-stock or special-order items
• Setting materials or sealing products
• All items marked as “Final Sale are sold “as is” and cannot be returned or exchanged

If approved, for all approved returns:

• All returned merchandise must be undamaged and in resalable condition subject to Stone Tile® inspection to ensure it is in resalable condition
• No return will be accepted without a Return Material Authorization (RMA) number. Please contact Customer Support via email at CustomerService-Toronto@stone-tile.com or by phone
• at 416-515-9000 to receive an RMA number.  
• Returns will be processed by the same method of payment from your original purchase
• Returns will not be accepted after 60 days of invoice date
• Returns within 30 days of invoice date will be subject to a 50% restocking fee
• Returns within 30-60 days of invoice date will be subject to a 70% restocking fee
• If approved, customer is responsible for all freight incurred on return shipment to Stone Tile

ORIGINAL PACKAGING REQUIRED FOR RETURN
Returns via Website purchase must be in its original purchased packaging and quantity, for example if tile is purchased by the box, it must be returned by the box except as noted below:

• Individual pieces may be returned if purchased as a sample as indicated on the sales receipt,
• Decorative mosaics may be returned by the piece with its original packaging (cardboard backing and plastic wrapped)

IMPORTANT - PLEASE READ CAREFULLY
Since every stone and wood product is unique regarding color, veining, texture, etc. samples are merely suggestive of the final product. Variations are due to nature and unavoidable.

Once a product has been installed, it cannot be returned. Use or installation constitutes acceptance. Stone Tile is not responsible for product defect or damage, property damage or lost labor costs due to faulty installation. Claims for damage or shortages must be made upon receipt of product. Absolutely no claims will be considered after material has been installed.

Special Orders
Special orders cannot be cancelled, returned, or refunded under any circumstances.

Damaged Shipments
DO NOT REFUSE ANY SHIPMENT. If a shipment is refused, Stone Tile will charge all applicable shipping fees as part of the return. If you are having issues at delivery, please call Customer Experience at 416-515-9000 for assistance.

Lost in Transit
If a shipment is lost in transit, please call Customer Experience at 416-515-9000 for assistance. Please have your tracking number ready for reference.