Refund policy

Fireclay Tile is happy to accept selected tile returns within 90 days of your order and selected Bath returns within 30 days of your order. Please read the following information carefully.

General Guidelines for Returns:

1. Initiate a Return: To begin the return process, please complete the Customer section of our RMA (Return Merchandise Authorization) form and email to support@fireclaytile.com. Returns will not be accepted without an RMA.

2. Return Window: Tile returns must be requested within 30 days of delivery. Fireclay Bath returns are eligible within 30 days of the order date with a 30% restocking fee. Please note that the installation of the product constitutes acceptance of the material. Unfortunately, once installed, we cannot accept returns.

3. Shipping and Handling: Clients are responsible for return shipping costs. Fireclay Tile is here to assist in arranging return shipping upon request. Though shipping charges fall to the customer, we’re dedicated to facilitating a smooth return process.

4. Product Condition: Tile returns must be in the original packaging and by the full box only, to prevent damage due to the fragile nature of our products. Bath returns must be in new, resalable condition and in the original packaging.

Specific Product Return Policies:

• Quick Ship Products: Returnable within 90 days of order, excluding shipping charges. No restocking fee will be applied to Quick Ship returns. Important: returns must be in the original packaging and by the full box only. Returns not shipped in the master carton are often received damaged due to the fragile nature of our products.
• Made-to-Order Products: Returnable within 90 days of order, excluding shipping charges. A 30% restocking fee will be assessed for Made-to-Order returns. The return must consist of more than 30 SqFt (trim excluded). Important: returns must be in the original packaging and by the full box only. Returns not shipped in the master carton are often received damaged due to the fragile nature of our products.

Exceptions: We are unable to accept returns on custom products, including customized handpainted tiles, mosaic patterns, and custom glazes, as well as renderings and Factory Sale items. Returns are also not accepted for Fireclay Bath special order items and Premium or Deluxe finishes.

Note for Extended Warranty Purchasers: If you’ve purchased an Extended Warranty for Fireclay Bath, Base, Core, Premium, and Deluxe finished products can be exchanged with a 30% restocking fee for up to 90 days from the purchase date.

Processing Your Return: Upon receipt of your return, we will process your refund within 7 – 10 business days. Please ensure returned items are packaged properly; credit cannot be issued for items returned damaged.

For Damaged Materials: If your order arrives with damages, please contact us immediately. It’s important to notify Fireclay of any defects no later than 30 days after receipt.

At Fireclay Tile, we’re here to support your design journey from start to finish. If you have any questions or need assistance with your return, don’t hesitate to reach out to our team at support@fireclaytile.com.