Return & Claims Policy

RETURN & CLAIMS POLICY

Natural Stone & Tile Materials

Please review the following terms carefully before fabrication, installation, or return of any material.

CLAIMS & SHIPPING

Claims involving shipping delays, transit damage, or lost materials must be made directly with the transportation company. Life's Tile & Stone's responsibility ends once materials are loaded onto the shipping company's vehicle. No claims will be accepted after materials have been cut, worked, fabricated, or installed. After installation, the appearance and performance of stone may be affected by factors outside our control, including workmanship, sealing or enhancing products, bonding agents, joint finishes, cleaning methods, weather, moisture, freeze-thaw cycles, and other environmental conditions.

RETURNS & RETURN AUTHORIZATION

Life's Tile & Stone does not accept returns unless specifically approved and authorized as an exception. If a return is approved, or if there is a discrepancy involving material, billing, or another order issue, Life's Tile & Stone must be contacted in writing within 5 days of material pick-up or delivery and a return authorization must be obtained before any material is returned. Once authorization is issued, the customer has 7 days from the authorization date to return the material. Return shipping expenses are the customer's responsibility.

Returned material must be in the same packaging and condition as at the time of original pick-up or delivery. No material will be accepted after it has been cut or installed. No returns or refunds are accepted on custom orders, container orders, or complaints based on natural coloring, variation, or veining.

REPLACEMENTS & EXCHANGES

Because natural stone contains inherent variation, Life's Tile & Stone recommends purchasing 5%-10% additional material to allow for selection, sorting, and pieces that may be unsuitable for the purchaser's preferred appearance. This recommended 5%-10% allowance does not include material required for cuts, layout, breakage, or installation waste; calculating and ordering sufficient material for those needs is the purchaser's and/or installer's responsibility.

Replacement or exchange material will be considered only when Life's Tile & Stone confirms that a defect is attributable to the supplier rather than the purchaser, installer, or installation process, and the affected quantity exceeds the recommended 5%-10% allowance. All replacement and exchange requests are subject to review and material availability.

RESTOCKING FEES & REFUNDS

All accepted returns, where approved as an exception, are subject to a 25% restocking fee and prepaid freight. Credit card refunds will be issued less the credit card processing fee charged by the bank, which is 3% for most credit cards.

NATURAL STONE VARIATIONS

Travertine, marble, and other natural stone materials are products of nature and will naturally vary in color, markings, texture, veining, shade, and surface character. These characteristics are inherent to quarried stone and are not considered defects. Natural stone may also change in appearance over time as a result of use, weather, moisture, sealing, maintenance, and other environmental exposure. Life's Tile & Stone does not accept claims, returns, or refunds based on natural variation, coloring, veining, or normal changes resulting from environmental exposure.