Return Policy
Welcome to our Returns Center. We understand that sometimes you may need to return a purchase. Our policy allows you to return tiles within 30 days of delivery. Please review our policy carefully to ensure your return process is smooth and straightforward.
Tile Return Policy
1. Samples and Customer Review
Tile is a heavy and fragile material. We encourage our customers to order samples before placing the full order to ensure color, texture, and shape are what you expect. We also encourage our customers to make sure to order some extra tile, also referred to as overage, as tile may be damaged in the shipping process.
We do our best to provide as much information about each tile, but all products are subject to natural variation. These differences are not defects and are an inherent characteristic of the product.
We note that you should also do a dry lay of sample tile to ensure that tile appears in a satisfactory manner.
EM Lab | Design Services is available to provide a realistic rendering of the tile with the help of certified interior designers. We want you to love the final result, and having a functional and visual design plan is a benefit for every kind of installation.
2. Unique or Custom Installation Patterns
We do not encourage purchasing tiles from different collections or mix and match colors to create your own checkerboard or other unique patterns. Please note that such custom or non-pre-approved installations may cause installation challenges or visual inconsistencies. We can only guarantee successful installation and appearance for checkerboard patterns when tiles are purchased together as an advertised set.
Any issues arising from unique, custom, or non-pre-approved tile combinations or patterns will not be considered product defects. Returns related to these installations will be processed as standard returns and subject to the restocking fee and shipping costs outlined above. Please refer to our Checkerboard guide for coordinating products.
3. Returns.
If you are not satisfied with your purchase, our return policy allows for returns within 30 days of delivery. To qualify for a return, tiles must be unopened, in their original condition, and in their original packaging. We do not accept returns on partial orders or leftover boxes. All returns must be in the entirety of the original order.
To start a return, please contact our customer service team at contact@support.edwardmartin.com with your order number and the reason for the return. We will provide you with a return authorization number and instructions on how to proceed with the return.
Please note that we do not offer merchandise exchanges. Instead, you may return your product and place a new order.
The following items are final sale and cannot be returned: samples and custom orders. Shipping charges are non-refundable.
4. Restocking Fee
All returns are subject to a 25% restocking fee. This fee applies to any returns initiated after the 6 hour cancelation grace period, except in cases of damaged or defective tiles.
5. Damage Reporting
All damages must be reported within 7 days of delivery.
Because tile is a fragile material, we strongly encourage customers to inspect all boxes immediately upon receipt. If any products arrive damaged, please take clear photographs of both the damaged items and the packaging, and contact our customer service team at contact@support.edwardmartin.com with your order number and the photos attached.
Failure to report damages within 7 days of delivery may result in denial of a replacement or credit..
6. Missing or Defective Items
Any defective or missing items must be reported within 30 days of delivery.
Please email contact@support.edwardmartin.com with your order number, a description of the issue, and photographs (if applicable). Claims submitted after 30 days may not be eligible for replacement, refund, or credit. Please note that minor surface variations, slight chipping on edges, or color differences inherent to natural materials are not considered defects
7. Responsibility for Return Shipping Costs
The customer is responsible for all return shipping charges and arrangements.
8. Refund Process
Refunds will not be issued for items damaged in return transit or for returns that are never received. The refund will be issued to the original method of payment, minus any restocking fees and return shipping costs, if applicable. Refunds may take up to 30 business days after we have received the product.
9. Contact Information for Further Queries.
For any additional questions or support with returns, please contact our customer service at contact@support.edwardmartin.com or call +1 949-235-1432, available Monday to Friday, 9 AM to 5 PM PST. For detailed information on handling refused shipments, making modifications to your order, addressing defective items, and installation acceptance, please visit our FAQs page. This section is designed to help you with specific scenarios that might arise during your purchase and installation process.
Furniture and Decor Return Policy
Our return policy allows for returns within 30 days of delivery. To qualify for a return, products must be unopened, in their original condition, and in their original packaging.
1. Responsibility for Return Shipping Costs
The customer is responsible for all return shipping charges and arrangements.
2. How to Initiate a Return
To start a return, please contact our customer service team at contact@support.edwardmartin.com with your order number and the reason for the return. We will provide you with a return authorization number and instructions on how to proceed with the
return.
3. Damage Reporting
All damages must be reported within 7 days of delivery.
We strongly encourage customers to inspect all boxes immediately upon receipt. If any products arrive damaged, please take clear photographs of both the damaged items and the packaging, and contact our customer service team at contact@support.edwardmartin.com with your order number and the photos attached.
Failure to report damages within 7 days of delivery may result in denial of a replacement or credit..
4. Missing or Defective Items
Any defective or missing items must be reported within 30 days of delivery.
Please email contact@support.edwardmartin.com with your order number, a description of the issue, and photographs (if applicable). Claims submitted after 30 days may not be eligible for replacement, refund, or credit.
5. Refund Process
Refunds will not be issued for items damaged in return transit or for returns that are never received. The refund will be issued to the original method of payment, minus return shipping costs, if applicable. Refunds may take up to 30 days after we have received the product.
6. Contact Information for Further Queries
For any additional questions or support with returns, please contact our customer service at contact@support.edwardmartin.com or
call +1 909-235-6728, available Monday to Friday, 9 AM to 5 PM PST. For detailed information on handling refused shipments, making modifications to your order, addressing defective items, and installation acceptance, please visit our FAQs page. This section is designed to help you with specific scenarios that might arise during your purchase and installation process.