Refund policy

Cancellations, exchanges and returns:

  • Riad Tile does not offer refunds, all sales are final.
  • Customers must contact Riad Tile before returning any damaged item.
  • Shipping and handling costs are not refundable.

Product Inspection & Acceptance:

  • All material must be thoroughly inspected prior to installation.
  • Installation of any portion of the product constitutes full acceptance of the material as delivered.
  • Acceptance includes, but is not limited to: shade variation, color variation, size tolerance, thickness variation, finish, texture, and natural characteristics inherent to stone and handmade tile.
  • Riad Tile is not responsible for claims made after installation.
  • Installed material is not eligible for replacement, credit, or claim of any kind.

Damaged:

  • Damage due to shipping is rare, but occasionally it does happen. Please inspect delivery for damage within 72 hours of receipt. Any claim for damage or incorrect material must be noted on the driver’s bill of lading. A delivery exception should be made with the freight company. All claims must be noted so that damaged material can be replaced and so that we can be reimbursed by the trucking company. You will be asked to send supporting documentation and pictures as part of a claim. If damage is not noted on driver’s paperwork we will be unable to file a claim and customer will be responsible for stock and shipping charges. All claims for damaged, lost or stolen material must be made against the freight company.
  • Please do not refuse the shipment! If you find damage, missing material, or incorrect quantities accept the shipment and note the issues in detail on the receipt with the driver. If damage is properly noted, we can begin the process of getting replacement material to you. When a shipment is refused, the material is shipped back to the freight carrier’s warehouse or it is redelivered to you. Both options will create additional charges. If you do have a problem with a shipment, please accept the delivery and contact us for instructions.

  • If items in your order are damaged, please contact:

    • hello@riadtile.com or 972-914-9600

Chargebacks & Payment Disputes:

By placing an order with us, you agree to contact us and provide an opportunity to resolve any issue before initiating a chargeback or payment dispute.

You agree not to initiate chargebacks for isolated damaged pieces, minor shortages, shade variation, freight delays, or any issue reasonably capable of resolution through replacement material or another commercially reasonable remedy.

If you initiate a chargeback or payment dispute after an order has shipped or been delivered, you agree to immediately return all disputed merchandise at your sole expense, including all shipping, freight, handling, storage, palletization, and return transportation costs. Merchandise that has been installed, cut, modified, used, or retained waives any right to dispute or charge back the purchase. Installation of any kind constitutes full and final acceptance of the material as delivered.

Any customer who initiates a chargeback while retaining merchandise remains fully liable for the original purchase amount, return shipping costs, chargeback fees, collection costs, attorneys’ fees, court costs, and all other damages and remedies available under applicable law. We reserve the right to pursue collections, litigation, and all other lawful remedies in response to fraudulent, abusive, or bad-faith chargebacks or payment disputes.