Home / Return Policy Return Policy Purchased items may be returned for a refund or exchange within 30 days of shipment date. A 20% restocking fee will be assessed on all returned items. The following items are excluded and may not be returned for any reason: grout, tile adhesive, samples, single tile sheets, glass trim tile, special orders, and custom or personalized mosaics. A Return Merchandise Authorization (RMA) number is required for all returns. Any return received without a valid RMA number will not be accepted and will be returned to sender. Please note that shipping and handling fees are non-refundable, and all return shipping costs are the responsibility of the purchaser. Returned items that shipped via a Free Shipping promotion will have the original cost of shipping deducted from the refund. If the return is made as a result of an error on our part, we’ll waive the restocking fee and pay all return shipping costs. All returns must be repackaged with original packing materials and returned to us in new, unused condition. Any mosaic that has been removed from its cardboard backing or cut from its mesh will not be accepted. We are not responsible for returns that are lost or damaged during transit. Refunds are generally processed within 5 business days of receipt in the form of original payment. Please contact our customer service department at (800) 794-5586 or firstname.lastname@example.org to receive a RMA number and for additional return instructions.