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 return guidelines below, and feel free to contact us anytime at info@shophausoftiles.com.

Pre-Order Cancellation Policy

Effective July 11, 2026

Pre-orders allow you to reserve items before they arrive in stock. When you place a pre-order, we immediately commit inventory and incur costs on your behalf, including non-refundable payment processing fees.

Cancellation Policy

  • Pre-orders may be canceled at any time before your order ships.
  • All cancellations are subject to a 15% cancellation fee, calculated on the total order amount, including shipping charges collected at checkout.
  • This fee covers non-refundable payment processing fees and administrative costs associated with canceling your order.
  • The remaining 85% of your payment will be refunded to your original payment method within 5–10 business days after your cancellation is confirmed.

How to Cancel

To request a cancellation, please email info@shophausoftiles.com and include:

  • Your order number
  • The name on your order

Cancellation requests must be received before your order has shipped. Once an order has shipped, it can no longer be canceled and will be subject to our standard return policy.

Eligible Returns

We accept returns on full-price, unopened items within 14 days of delivery for a refund (shipping fees are non-refundable).

To qualify for a return:

  • Items must be unused, unopened, and in their original packaging, including all shrink wrap.
  • Return shipping is the customer’s responsibility unless the item arrived damaged or we made a mistake.
  • Please include your order number inside the package to ensure quick processing.

Unopened Shrink Wrap Required

Because our tiles are small-batch, hand-painted, and packaged with great care, we cannot accept returns on any item once the shrink wrap has been opened.

This ensures every customer receives a pristine, untouched set.

(We include a reminder card inside your box so there are no surprises.)

Opened Items

We are unable to accept returns or issue refunds for opened or partially opened sets.

Damaged or Incorrect Orders

If your order arrives damaged or incorrect, please contact us within 7 days of delivery with photos so we can resolve the issue right away.

Cancellations

Orders may be cancelled prior to shipment; however, because payment processing fees are incurred at the time an order is placed and are not refunded to us by our payment processor, all approved cancellations are subject to a 3.5% cancellation fee.

The cancellation fee will be deducted from the refund amount, and the remaining balance will be refunded to the original payment method.

Once an order has shipped, it may no longer be cancelled and will be subject to our standard return policy.

EU & 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 any 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.

Exception: 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 manufactured to your specifications. This exemption will be clearly indicated on the product page before purchase.

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