Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. We offer samples on all our products so you can make sure the colors and variations are suitable for your installation, space, and project. We do not offer returns on samples, special order items, and clearance/final sale items. 

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. You will be responsible for the costs of return shipping and are subject to a 25% restocking fee. 

To start a return, you can contact us at sales@encoresurfaces.com or call us at 714-772-1515.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at sales@encoresurfaces.com.

LTL Freight Shipping, Storage Fees, Changes and Freight Returns

Items shipped via LTL Freight have to be scheduled and coordinated with the Freight Company. Once your order reaches the local freight hub. The Shipping company will reach out to you to coordinate a mutually convenient drop-off time. Deliveries are made "curbside" and to "residential" or "business" addresses only. Due to liabilities the freight companies do not deliver indoors. If you fail to coordinate a drop-off date with the shipping company you will be responsible for the storage fees, return shipping, and 25% restocking fee. You will also be responsible for any additional services or changes in services required after placing your order such as redelivery, or address changes. 

Encore Surfaces hereby shall not be held responsible for any additional fees, charges, or expenses incurred during the shipping process, including but not limited to changes in shipping rates, customs duties, or any other unforeseen costs or services. The customer acknowledges and accepts full responsibility for managing the shipping arrangements directly with the chosen shipping company and adhering to their shipping policy.

In the event that the customer opts to use their own preferred shipping company, they may make such a request by reaching out to Encore Surfaces and coordinating the logistics accordingly. Encore Surfaces reserves the right to work collaboratively with the customer to facilitate the use of their preferred shipping provider, provided that such arrangements are mutually agreeable and comply with applicable laws and regulations.

This disclaimer is intended to clarify the division of responsibilities between Encore Surfaces and the customer regarding shipping matters and aims to ensure transparency in the shipping process. Customers are encouraged to communicate with Encore Surfaces for any queries or coordination related to shipping preferences.

By engaging in transactions with Encore Surfaces, the customer implicitly agrees to abide by the terms outlined in this shipping responsibility disclaimer.

Branding and Packaging Restrictions

Product packaging may vary from images displayed on our website. While the tiles you receive will match the specifications, quality, and appearance shown in our listings, the packaging may feature a different brand name or label. This variation does not affect the authenticity, performance, or origin of the product. By purchasing from our store, you acknowledge and accept these variations.

Damages and issues

If you receive damaged or defective tiles, please follow these steps:

  • Notify our customer service team within 4 hours of delivery by emailing us at sales@encoresurfaces.com or calling us at 714-772-1515.
  • Be sure to have the driver note any damage on the Bill of Lading (BOL) at the time of delivery, as this helps expedite the insurance claim process.
  • In your email or phone call, provide us with your order number, a description of the issue, and clear photos of the affected tiles. This information will help us assess the problem and determine the best course of action.
  • Once we receive your claim, we'll review it and get back to you within 2 business days with a resolution, which may involve replacing the tiles, issuing a refund, or providing store credit.

Remember, it's important to inspect your tiles upon delivery and report any issues as soon as possible to ensure a smooth claims process.

Exceptions / non-returnable items
Certain types of items cannot be returned, such as special orders, clearance, final sale, and samples. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on samples, customer orders, or final sale/clearance items.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we approved your return, please contact us at sales@encoresurfaces.com.

Cancellations

Orders canceled after placement are subject to a non-refundable 3% payment processing fee. Orders that are freight shipments or otherwise require special handling will be subject to a 25% restocking fee.

Orders that have been picked, pulled, palletized, packaged, staged, scheduled for shipment, or otherwise prepared for fulfillment will be subject to the 25% restocking fee regardless of whether the order has shipped.

Any freight charges, carrier cancellation fees, storage fees, handling fees, palletization costs, special service fees, or other expenses incurred prior to cancellation will be deducted from any refund issued.

Special order, custom order, made-to-order, clearance, final sale, and non-stock items are non-cancelable and non-refundable once the order has been placed.

By placing an order, the customer acknowledges and agrees to these cancellation terms and authorizes Encore Surfaces to deduct all applicable fees and charges from any refund due. 

 If you have any questions, feel free to reach out to us at sales@encoresurfaces.com.