Tile Return and Exchange Policy

Effective: April 26, 2019

 

What is your Return & Exchange policy?

Our goal is to answer any questions you have before making it to installation day but we understand that purchasing tile before it comes out of the kiln can be a daunting task. If you have any questions, please don’t hesitate to reach out to your Design Consultant or email sales@rookwood.com during the decision-making process to clarify any questions on glaze variation, our handcrafted nature, or beyond. It is our mission to make your space exactly what you envisioned.

However, due to the custom, handmade nature of Rookwood Tile does we do not accept returns or exchanges. If you are unhappy with your selection and it has not yet been installed, we can offer you 50% off a different architectural item.

What if I order too much?  Can I return the overage?

Each order is custom-manufactured and, thus, we are unable to accept returns for overage materials after the order is complete.  We recommend holding onto the extra tiles should you ever want to do a touch-up.

What if I didn’t order enough tile?

We strongly encourage customers to order 10%-15% overage for any tile project, depending on the size of the project.  “Add-ons” can cause delays resulting in added cost and time in completing your installation.  If you do realize that you will not have enough material, please contact your Rookwood Design Consultant or email sales@rookwood.com with your order number and the tile that you are needing more of; we will do everything we can to expedite the add-on order through our production process.

Please note: Due to the handmade nature of our tiles, varying degrees of color and texture variation, as well as slight size variation, can occur with a reorder and we cannot guarantee an exact match between the original order and the add-on order. If possible, installation of the materials should occur once both orders are in hand so that they can be blended together in the installation.

How do you pack my order?

We utilize 100% recycled and curbside recyclable paper packing materials so that we’re friendly to the environment.

What if my purchase arrives broken?

Please send an email to sales@rookwood.com within 5 days of delivery and include your original order number and /or packing slip number, along with photos of the damaged items and the packaging it came in.  We will process your claim and replace your merchandise as soon as possible. Please do not discard the damaged product or packaging as this may be required for UPS claims. If you received a damaged item, we will supply you with a pre-paid shipping label to mail your return.

What is your warranty for architectural tile?

We do not offer a warranty but if maintained properly, our tile can be enjoyed beyond your lifetime. To ensure your tile stands the test of time, we’ll work with you every step of the way from purchase to installation and also advise you to follow the Tile Installation Guide and Tile Care Guide, available on our Specs & Resources page, to maintain the handcrafted quality and longevity of your tile.

Can Rookwood help me design my installation?

Through one-on-one design consultations, Rookwood Design Consultants can assist you in defining your project needs and exploring Rookwood’s exclusive tile lines and glazes. For standard orders, Rookwood offers a complimentary one-hour initial consultation. An additional 10 hours of design consultations and CAD design services are available for a $500 deposit that will be applied against your Rookwood Tile order if placed within 6 months.

For QuickShip tile orders, a complimentary one-hour consultation is available.  Any further design consultations on QuckShip tile orders will be billed at $250/hour.

Should your design take you in another direction, your deposit is non-refundable and will be applied to the cost for the CAD design and design consultation.

To set up a complimentary design consultation, contact sales@rookwood.com!

 

 

See our pottery return and exchange policy here.