Returns & Exchanges

At Plumb Tile, we design and curate our collections with the same thoughtful attention to detail that we apply to every aspect of your experience. We are confident you will love your selections for your kitchen, bath, or home project. However, we understand that sometimes a return or exchange is necessary. Our policy is designed to be straightforward, fair, and respectful of your time—just like our approach to modern living.

Our Return & Exchange Policy

We gladly accept returns and exchanges for most items within 15 days of the delivery date. To be eligible for a return, your item must be in the same condition that you received it: unused, uninstalled, and in its original packaging with all tags and accessories included. Your satisfaction is our priority.

Step-by-Step Return Process

Step 1: Initiate Your Return Request (Within 15 Days of Delivery)

Please contact our Customer Care team to start the return or exchange process. You can reach us at [email protected]. To help us serve you quickly, include the following information in your request:

• Your order number
• The item(s) you wish to return or exchange
• The reason for the return
• Whether you prefer a refund or an exchange

Our team will review your request and, if eligible, provide you with a Return Merchandise Authorization (RMA) number and detailed return instructions. Returns shipped without an RMA number cannot be processed.

Step 2: Package and Ship Your Return

Once you have your RMA number:

1. Repackage the item securely in its original packaging, including all manuals, hardware, and parts.
2. Clearly write the RMA number on the outside of the shipping box.
3. Ship the package to the address provided in your instructions. We recommend using a trackable and insured shipping service, as you are responsible for the item until it reaches our warehouse. Original shipping charges are non-refundable.

Step 3: Inspection and Refund/Exchange

Upon receipt at our warehouse, our team will inspect the returned item(s) to ensure they meet our return conditions. Once approved:

• For Refunds: We will initiate a refund to your original payment method.
• For Exchanges: We will process the shipment of your new item. If the new item is of higher value, you will be charged the difference. If it is of lower value, you will be refunded the difference.

Refund Timeline and Method

Please allow up to 10 business days for your refund to be processed after we receive and inspect your return. The timing of the refund appearing in your account depends on your financial institution or payment processor:

• Credit/Debit Cards (Visa, MasterCard, JCB): 3-10 business days after we process the refund.
• PayPal: Typically reflects within 24-48 hours.

Refunds will be issued to the original payment method used for the purchase. Sale or promotional discounts may be prorated in the case of a partial return.

Items That Cannot Be Returned or Exchanged

To ensure the quality and integrity of our specialized products, the following items are final sale and cannot be returned or exchanged unless they arrive damaged or defective:

• Custom or Special-Order Products: Any item made to your specifications, including custom-cut tile, stone, or hardware with unique finishes not in our standard catalog.
• Clearance or “Final Sale” Items: Clearly marked as non-returnable at the time of purchase.
• Opened Tile & Stone Products: Due to the nature of these materials, tile, stone, and related installation materials (from the “Tile and Stone” menu category) that have been opened, cut, or otherwise altered cannot be returned. We recommend ordering samples first.
• Used or Installed Items: Any product that shows signs of installation, wear, or damage not present upon delivery.

*Damaged or Defective Items: If your item arrives damaged or is defective, please contact us within 48 hours of delivery at [email protected] with photos and a description. We will arrange a replacement or refund promptly.

Return Request Email Template

To streamline your request, you may copy and use the template below when emailing us.