Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Samples are available on select products so you can review the color and variation before ordering. Sample availability is shown on each product page. 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
Inspection Prior to Installation
Customers are responsible for thoroughly inspecting all tile materials upon delivery and prior to installation.
All tiles must be inspected for damage, defects, color and shade variations, sizing discrepancies, and other visible irregularities. We strongly recommend performing a dry layout of the tiles before installation to ensure the material meets your expectations.
Customers should not schedule installation or contractors until all materials have been received, thoroughly inspected, and confirmed to be correct, complete, and acceptable for installation. Any estimated delivery dates or lead times are provided for planning purposes only and are not guaranteed.
Installation of tile constitutes acceptance of the material's visible condition, appearance, and characteristics. Encore Surfaces is not responsible for installation costs, labor charges, removal expenses, or other associated costs resulting from improper installation or the installation of materials with visible defects or discrepancies that should have been identified beforehand, to the extent permitted by applicable law.
Natural variations in color, shade, texture, dimensions, and finish may occur depending on the tile collection and manufacturing process. These characteristics are not necessarily considered manufacturing defects.
Damaged or Defective Materials
If your order arrives damaged, defective, or incorrect, please follow the procedures below:
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Report Damage Promptly: Notify Encore Surfaces within 4 hours of delivery by emailing sales@encoresurfaces.com or calling 714-772-1515. This timeframe is important for documenting shipping damage and initiating carrier claims.
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Document Freight Damage: For freight deliveries, inspect the shipment before signing the delivery receipt. Any visible damage, including damaged pallets, broken boxes, or suspected concealed damage, should be noted on the Bill of Lading (BOL) or delivery receipt. Retain all original packaging and shipping materials.
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Provide Supporting Documentation: Include your order number, a detailed description of the issue, clear photographs of the affected materials, photographs of the packaging, and any applicable manufacturer labels, lot numbers, or production codes printed on the boxes. Additional documentation may be requested to evaluate the claim.
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Claim Review: Once all required information has been received, our team will review your claim and typically respond within 2 business days. Depending on the circumstances and findings, a resolution may include replacement materials, a refund, or store credit, as appropriate and subject to applicable law.
Important Installation Disclaimer
Do not install any tiles that appear damaged, defective, incorrect, or otherwise unacceptable. If you identify an issue, discontinue installation immediately and contact Encore Surfaces for assistance.
Customers are responsible for ensuring that all ordered materials have been delivered, inspected, and approved before scheduling installation or engaging contractors. Encore Surfaces does not guarantee delivery dates and is not responsible for contractor scheduling conflicts, missed appointments, or project delays arising from shipping delays, backorders, or material availability, except where otherwise required by law.
Encore Surfaces is not responsible for costs associated with installation, removal, reinstallation, contractor labor, project delays, or additional materials resulting from improper installation or the installation of materials with visible defects or discrepancies, except where otherwise required by law.
Customers and their installers are responsible for verifying product suitability, measurements, quantities, layout, and installation requirements before beginning work.
Please note that reporting deadlines and documentation requirements do not limit any rights or remedies provided under applicable consumer protection laws.
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.