MMG Tile & Stone Return Policy:
- Tiles returned in sale-able condition will be refunded the original cost of the tile, minus a restocking fee. You will be charged 15% restocking fee.
- All return shipping charges and arrangements are the sole responsibility of the customer.
- Samples, Closeout sales, Special Orders, and Shipping Charges are final sale and non-returnable/ non-refundable.
- All returns must be in the original box and in new and unused condition. Please pack the return items very well – tile is very fragile. We will not be able to issue credits for any items returned broken, used, or altered in any way.
- Materials sold by the box must be returned only by full boxes. Partial boxes will not be accepted for a refund.
- A copy of the Return Merchandise Authorization (RMA) must be printed out and inside the box with your returned tile, otherwise your return may not be accepted. Important: you have 7 calendar days to ship your return from the date your RA is generated, otherwise the return will expire and will not be refunded.
- The safest way to send material back is usually the same way as we shipped it to you. If we shipped your order by LTL freight it is because it is the safest way. Field tiles must be returned by freight on a pallet. We highly recommend to insure your return shipment for the total value of the contents. Collect a shipment receipt with the tracking # from the shipping carrier.
- Once we receive your return and inspect it, you will be issued a refund within 7-10 business days based on the original form of payment. If you do not see the refund on your payment method, please check with your bank or credit card issuer as they may not show refunds on your statement immediately.
Damages Policy
We do our very best to pack shipments carefully for transit, however sometimes damages will occur during the shipping process. For this reason we ask that you inspect tiles upon delivery. Damage claims must be filed within 48 hours of delivery. We do not hold our customers at fault. If your order arrives damaged, do not submit a return. Please follow the steps below to file a damage claim so we can process your replacement tile order!
- If your pallet or boxes arrived with obvious damages, please make a note on the BOL (Bill of Lading).
- Take clear photos of each damaged tile and the outer packaging
- Send photos to orders@mmgmarble.com noting your order number and how many pieces arrived broken. Also include any other relevant information about the handling & delivery (if there are any damages to exterior of the boxes, if a pallet arrived unwrapped, etc.)
- Important: Please submit your damage claim to us along with the pictures of damaged tiles within 48f hours after delivery, otherwise we cannot accept your claim. If your order shipped to a job site, you are responsible for making sure the shipment is inspected within this time frame.
- Please be sure to retain the damaged material until our claims process has been completed, as the shipping companies may require to audit the damaged shipments.
- MMG Tile & Stone is not responsible for disposal of damaged products.
We ask for photos so that we can file a claim with our shipping provider to ensure the issue is handled. Once we have received your email with photos and the number of pieces damaged, please allow us 24-72 hours to process and ship your replacement tile.
If only one chip or small piece of your mosaic tile gets damaged, oftentimes you or your contractor can still use the tile. If you still feel that your damaged tiles cannot be used, please follow the instructions above.
If your tile did not arrive damaged and you would like to return your order, please visit our return policy for more information.
IN THE EVENT A SHIPMENT IS REFUSED:
Refusing a shipment will incur additional shipping charges that the customer will be responsible for paying. Refused shipments are subject to return shipping costs and a 15% to 25% restocking fee depending on the product type.