Return Policy

Please take some time to read our Return Policy carefully before you place an order:

Defective Product Received

Please keep in mind that if there is any defect, please contact us at contactus@foctile.com prior to installation, installation of the products will be regarded as acceptance of products and void a defective claim for return.

Please take photos of the defective product and keep all the proof of the defective product to submit a return request to FOC tile.
 
We will review and determine if the products are defective. If your request is approved, we will give you a full refund or exchange the new products within 3-5 business days. 
 
Wrong Products Shipped/ Product Arrives that is not what was ordered
 
If you believe that you have received something not in your order, please email us via contactus@foctile.com on the next available business day.
 
We may request digital photos of the product to validate if the product is wrong or not.

Product Damaged/ Missing in Shipping
 

If there is visible damage to the product or there are missing pieces upon arrival, asking the deliverer to write a note on the bill of loading stating the damage or missing product, also you need to take some photos of damage products as a proof to submit a claim request to FOC tile via email.

If your request has been approved, FOC tile will replace or refund for those damaged products within 3-5 business days. The decision to replace or refund will be made in the conversation with the customer. The goal is to achieve a resolution acceptable for both parties.
 
30 Days Return Policy

If you are not satisfied with your tiles, FOC tile accept returns within 30 days of your order. However, since it is no fault from our end, shipping cost and handling costs must be paid by the customer. After the product is returned and inspected by FOC tile team, and the products are in good and resalable condition, the refund will be issued to your account within 5 business days due to our account will take some time to process, we will deduct the whole shipping cost and 25% of total product value from the total amount you paid for restore charge.

All returns must be sent freight prepaid, any items that have been painted, stained, or glued which are not resaleable will not be accepted for return or refund.

Our Return Procedure
 
Please follow the below step to process your return:

 

1. Contact our customer service department via contactus@foctile.com to ask about the details for returning.

2 Please note the claim request to FOC tile must be submitted via email to contactus@foctile.com within 48 hours after delivery.The request will be verified by our team, our team will response to your request within 3-5 days.

3. Once your return is accepted, please return the package to us by an insured courier (FedEx, UPS, or DHL express) and update the tracking number to us. Please make sure the item is insured.

4. After items are received by us in good and resalable condition, FOC tile will exchange your products with the correct items or refund your money within 3-5 days. We will refuse to refund if the returned product is not in good condition and resalable.

5. We don’t accept return for the following items: samples and custom orders, Shipping charges are non-refundable.

 
You must follow the above instructions exactly, failure to do so will prevent the processing of your return. If you have any questions about our return procedure, please contact us via contactus@foctile.com