Refund policy

We want you to be completely satisfied with your Tilecito piece. If for any reason you wish to return it, you may do so within 14 calendar days of receipt.

Return Conditions
To be eligible for a return, your piece must:
- Be in the same condition as when you received it.
- Not have been used or installed.
- Include all original labels, accessories, and documentation.
- Be returned in its original packaging, including all protective materials (foam, corner guards, plastics, etc.), as it is a fragile item.
A receipt or proof of purchase is required. If the item is returned without proper protection and arrives damaged, we may not be able to accept the return.

How to start a return
To start a return, please contact us at info@tilecito.com with:
- Order number
- Full name
- Reason for the return
If your return is accepted, we will send you:
- A return shipping label or instructions for sending the item back.
- Guidelines for safe packaging and transport.
Return shipping costs are the responsibility of the customer, except in cases where the piece arrives damaged, defective, or incorrect. In such cases, Tilecito will cover the costs and arrange the pickup directly.
Items returned without prior authorization will not be accepted.

Damages and issues
Please inspect your order upon arrival. If your piece is:
- damaged,
- defective, or
- incorrect,
contact us immediately at info@tilecito.com.
We will ask for:
- Photos showing the damage or defect, and
- Photos of the outer and inner packaging, including the shipping label.
This information will help us assess the situation and offer the best solution (replacement, repair, or refund).

Exceptions / non-returnable items
We cannot accept returns for:
- Custom or made-to-order pieces (e.g., custom sizes or special color combinations).
- Gift cards.
- Sale or clearance items, when stated as non-returnable.
These conditions do not affect your statutory rights under applicable consumer law.

Refunds
We will notify you by email once your return has been received and inspected, and inform you whether the refund has been approved.
- If approved, the refund will be processed automatically to your original payment method within 10 business days.
- Please note that your bank or credit card company may take additional time to post the refund.
If more than 15 business days have passed since your refund was approved and you haven’t received it, please contact us at info@tilecito.com.