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.

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

If you are located in the European Union or European Economic Area, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason. To exercise this right, notify us at info@shophausoftiles.com within 14 days of delivery. You then have an additional 14 days to return the item.

Custom, made-to-order, or personalized tile products are exempt from the right of withdrawal under Article 16(c) of the EU Consumer Rights Directive, as they are made to your specifications. This exemption will be clearly noted on the product page before purchase.

Return shipping costs for withdrawals of non-defective items are the customer's responsibility. Refunds will be issued to your original payment method within 14 days of receiving the returned goods.