Refund policy

We want you to absolutely love your Haus of Tiles pieces. If something arrives damaged or isn't what you expected, we're here to help. Please review our guidelines below.

Cancelling an Unshipped Order

Orders may be canceled before they ship. Because payment processing fees are charged to us when an order is placed and are not returned to us when it is refunded, all approved cancellations are subject to a 5% cancellation fee. This includes duplicate and accidental orders.

The cancellation fee is deducted from your refund, and the remaining balance is returned to your original payment method.

Pre-Order Cancellations

When you place a pre-order, we immediately commit inventory to your order and take on costs on your behalf, including payment processing fees we cannot recover. Inventory committed to your order is no longer available to other customers.

Pre-orders may be canceled at any time before your order ships. Pre-order cancellations are subject to a 15% cancellation fee, calculated on the total order amount, including shipping charges collected at checkout. The 15% includes the 5% processing fee and is not in addition to it. The remaining 85% is refunded to your original payment method within 5 to 10 business days after your cancellation is confirmed.

How to Cancel an Order

Visit our Contact Us page, select Cancel Order Request, and complete the form.

Submitting a request does not guarantee cancellation. Orders move into fulfillment quickly, and once an order has entered fulfillment or shipped, it can no longer be canceled. At that point it is handled as a return under the terms below. If you already know you want to send it back, please leave everything unopened when it arrives, including the outer box, all inner packaging, and the shrink wrap on any tile sets.

Returns

We accept returns on full-price, unopened items within 14 days of delivery. Items purchased on sale are final sale and cannot be returned.

To request a return, visit our Contact Us page, select Return Request, and follow the instructions. If your return is eligible, we will send you a return label and a return number. Please include your return number inside the package so we can process it quickly.

To be eligible for a return:

• Items must be unused, unopened, and in their original interior and exterior packaging.
• Tile sets must have their original shrink wrap completely intact.
• Acrylic trunks must remain unopened.

Eligible returns are subject to an 18% restocking fee, which covers the cost of restocking the item and the payment processing fees we cannot recover. The cost of the return label is also deducted from your refund, and original shipping charges are nonrefundable. We will give you an approximate return shipping cost before you send anything back.

Once your return arrives, it will be inspected to confirm it meets these conditions. Approved refunds are issued to your original payment method within 14 days.

Opened Items

We cannot accept returns or issue refunds for opened or partially opened items, including tile sets. Our tiles are made in small batches and packaged with care, and once the shrink wrap is broken, a set can no longer be sold as new. Acrylic shows fingerprints and fine surface marks almost as soon as it is handled, so opened acrylic pieces cannot be resold either. We include a reminder card in every box so there are no surprises.

Exchanges

We do not process direct exchanges. If you would like a different item, please place a new order and return the original item separately. All standard return requirements and fees apply.

Damaged, Defective, Missing, or Incorrect Items

If your order arrives damaged, defective, missing an item, or with the wrong item, visit our Contact Us page within 7 days of delivery and select Damaged, Defective, or Missing Products. The form will ask for photos of the item and the shipping packaging. Please keep the item and all packaging while we review your request.

Light surface marks on tiles can occur during tumbling and are more noticeable on darker colors. These are a normal part of the manufacturing process. Cracks, chips, missing paint, missing pieces, and structural damage should always be reported.

EU and EEA Customers: Right of Withdrawal

This section applies only to consumers located in the European Union or European Economic Area who are buying for personal use. It does not apply to purchases made for business or resale. Withdrawals under this section are handled under the terms below rather than our standard return policy.

EU and EEA Customers: How to withdraw

You may withdraw from your purchase within 14 days of the day you receive the last item in your order. To withdraw, send us a clear statement of your decision through our Contact Us page before that period ends. Please include your order number and the items you are returning. You do not need to give a reason. You may use the EU model withdrawal form, but it is not required.

EU and EEA Customers: Returning your items

You must send the items back within 14 days of notifying us. You are responsible for the full cost of return shipping and for packing the items so they arrive safely. Our tile sets are heavy and breakable, so we strongly recommend a tracked and insured service. We need tracking or proof of shipment before we can issue a refund. The estimated cost to return a tile set from the EU is approximately 50 EUR.

Items must be returned complete, including all tiles, the storage bag, game guide, playing cards, dice, the original box, and all inner packaging.

EU and EEA Customers: Inspection and loss in value

You may open the packaging to inspect your item, just as you could in a store. Inspection means viewing the tiles to confirm the design, color, and count. Removing tiles for play, shuffling, stacking, using them with a mat or rack, or exposing them to food, drinks, lotions, or fragrance is handling beyond inspection.

Every return is inspected and photographed when it arrives. We will deduct from your refund the replacement cost of any missing component, any loss in value caused by handling beyond inspection, and any loss in value caused by damage in return transit due to inadequate packaging. If an item shows use to the point that it cannot be resold, the deduction may equal its full price. We will share our inspection photos and the amount deducted with you.

EU and EEA Customers: Refunds

We will refund the price of the returned items and the standard shipping charge you paid within 14 days of receiving your withdrawal notice. We may hold the refund until we receive the items or you send proof of shipment. Charges for any delivery option faster than our standard shipping are not refunded. Refunds are issued to your original payment method.

This section does not affect your separate legal rights if an item is faulty or not as described.