Return Policy

AlysEdwards Tile & Stone® (AlysEdwards) stocked merchandise purchased through AlysEdwards may be returned within 30 days of the purchase date. Special order items are non-cancellable, non-returnable, & non-refundable

Requirements for a Valid Return

For a return to be validated and processed, the following requirements must be met:

• Merchandise must be undamaged, in its original and unopened packaging, in full carton(s), unexpired, in resalable condition, and be deemed a returnable item.
• A Return Merchandise Authorization (RMA) number must be obtained from Customer Service. See RMA Process below.
• If the return is invalid, the customer will not be refunded and will have 30 days to pick-up their merchandise or arrange return shipping at their sole expense, from the AlysEdwards facility before it is deemed abandoned.

Return Merchandise Authorization (RMA) Process

All merchandise returns for purchases require a Return Merchandise Authorization (RMA) number. We will not accept any returns and refunds will not be issued for merchandise shipped without a valid RMA number. To obtain an RMA, contact Customer Service within 30 days of purchase date with the following information:

• Order number
• Your name and billing address
• Items you would like to return
• Quantity being returned
• Reason for return

If the above information is not emailed to Customer Service within 30 days of purchase date, the return will not be accepted.

The provided RMA is only valid for 30 days after issuance. Merchandise must be received at AlysEdwards’ facility within 30 days’ of issuance of RMA. Refunds will not be issued for any merchandise received after the RMA is no longer valid. Refunds will not be issued for any merchandise not indicated on the RMA form.

Return shipping costs are the customer's responsibility. Customer may select shipper of choice and is responsible for filing any claims with shipper in the event the merchandise is damaged in transit to AlysEdwards. Please ensure the merchandise is properly insured. AlysEdwards is not responsible for returns never received or for returns damaged in transit. Upon receipt and inspection of returned merchandise, if merchandise is discovered to be damaged, a refund may not be issued. A 30% restocking fee will be applied to all returned orders and deducted from the customer’s total refund.

Refunds

A 30% restocking fee will be applied to all returned orders and deducted from the customer’s total refund. All valid merchandise returns will be processed upon receipt. For transactions originally paid for by credit or debit card, refunds will be issued to the original form of payment within 2-3 business days once your return has been processed. For transactions originally paid for by an e-check, a mail refund check will be issued within 14 days once your return has been processed. The refund check will be mailed to the shipping address on file for the original order, unless otherwise requested. Upon issuance of any refund, you will receive a Refund Issued confirmation email.

Cancellations and Changes

Cancellations or changes may be made to stocked items without penalty or charge if the order has not shipped. Special order items are non-cancellable, non-returnable, non- refundable and cannot be changed once merchandise has been ordered. All applicable delivery and return shipping costs will be deducted from the total refund. Any and all shipping and handling costs are non-refundable.

Refused shipments will incur a 30% restocking fee and return shipping costs incurred will be the responsibility of the customer and will be deducted from the customer’s refund.

Exchanges

We do not offer merchandise exchanges at this time. You may return product within 30 days of purchase and place a new order.

Damaged/Defective/Short/Incorrect Product

Customers are responsible for verifying the correctness of all merchandise prior to installation. Incoming shipments should be visually inspected at the time of delivery and any damage should be noted on the bill of lading. Ceramic, clay, concrete, glass, porcelain, and natural stone products are subject to variations in shading, veining and/or caliber, any related concerns must be addressed prior to installation. If any merchandise is received damaged, defective, short, or if the wrong product(s) is received, please contact Customer Service immediately, but no later than 5 days after receipt of order and before merchandise is installed or altered in any way.

If you receive merchandise with any of the above issues, please contact Customer Service immediately, and no later than 5 days, with the following information:

• Order Number
• Type of Issue (e.g. breakage, defect, short, wrong product)
• Item with the issue
• Quantity at issue
• Pictures clearly showing the issue
• Confirmation that the product has not been cut or installed

AlysEdwards Tile & Stone is not responsible for product defect or damage, property damage, lost labor costs, repair costs, or loss of use due to faulty fabrication, cutting and/or installation, including improper handling and care of product. Once installed, merchandise cannot be returned for any reason.