Return & Refund Policy
Last reviewed 14 February 2026.
Tile, stone, and wood floors are unusual to return because they are typically ordered against a specific job, in a batch, by area. We want to be honest about what is and isn't returnable, and what we'll always do to help when something has gone wrong.
1. Stocked items
Tile and accessories from our stocked ranges (including tools, grouts, leveling compound, and sealers) may be returned within 30 days of pickup or delivery, provided the items are unopened, in their original packaging, and free of site damage.
Refunds on stocked items are issued in the original payment method within 10 working days. A 10% restocking fee applies to orders over $1,500, to cover handling and re-shelving.
2. Indented and special-order items
Items ordered specially against your project from a mill or manufacturer — the majority of porcelain, stone, and engineered wood we sell — are non-cancellable once production has begun. This is a constraint we inherit from the mills, not one we add.
Where a special-order item arrives damaged or differs from the specification you signed off, we replace it at our cost and arrange the return of the damaged batch.
3. Custom-finished items
Custom-milled wood floors, made-to-stock vanities, and cut-to-pattern stone are not eligible for return except where the item arrives demonstrably out of specification. We sign off the production drawing with you before manufacture for this reason.
4. Surplus and overage
We routinely advise ordering 10–15% overage on tile and 5–7% on wood, to cover cuts, breakage, and future repairs. At the end of an installation, unopened, undamaged surplus from current ranges may be returned for credit subject to the conditions in section 1.
5. Damaged on delivery
Inspect deliveries on receipt. Damage must be flagged within 72 hours of delivery, with photographs of both the damage and the original packaging. We replace damaged-in-transit items at our cost; we won't pass freight claim work back to you.
6. Hidden defects
If a manufacturing defect comes to light during installation, stop the install immediately and contact the studio. We will inspect, document, and either replace the affected material or, where a manufacturer is at fault, manage the warranty claim on your behalf.
7. Studio sessions and consultancy
The session fee is refunded in full for cancellations made with 24 hours' notice, or in any genuine emergency. Sessions that have already been delivered are not refundable but are credited in full against any subsequent material order over $2,000 within 12 months.
8. How to start a return
Email [email protected] with your invoice number, the items concerned, and (if relevant) photographs. We will respond within one working day with a return reference and clear instructions.
Please do not return items without first agreeing the return; unsolicited returns slow everyone down.
9. Statutory rights
Nothing in this policy limits your statutory rights as a consumer under California law, including the right to a refund or replacement for goods that are not as described or not fit for purpose.
10. Questions
Write to [email protected] or call the studio at +1 (415) 552-7028.