Refund policy
Refund Policy
Refunds are handled on a case-by-case basis and require prior approval.
Approved Refunds
If a refund is approved, it will be processed to the original payment method when possible. Processing time may depend on the payment provider or bank.
Freight and Shipping Charges
Freight, shipping, delivery, handling, and special service charges are generally non-refundable unless the refund is due to an error made by Tileobay.
Damaged or Missing Material
If your order arrives damaged or incomplete, you must note the issue on the delivery receipt and contact us as soon as possible. Please include photos, order number, delivery receipt, and a description of the issue.
Refunds for damaged or missing products may be limited if damage or shortage was not documented at delivery.
Non-Refundable Items
Special orders, opened products, installed materials, clearance products, final sale items, and unauthorized returns are not eligible for refunds.
Order Cancellation
Orders may only be cancelled before processing, shipment, or manufacturer fulfillment. Once an order has shipped or has been released to the manufacturer or freight carrier, cancellation may not be possible.