Refund policy
Return Policy
We are happy to accept returns within 7 days of your purchase in its original and unopened packaging, in full carton(s), in resalable condition, and be deemed a returnable item. See list below for non-returnable items.
A 15% restocking fee is applied and the customer is responsible to pay for the return shipping. All returns must be in the original box and in the condition in which they were received.
It is imperative that the return boxes are packaged well; these items are fragile. We will not be able to issue credits for any items returned broken.
Please note: Samples and sale items are not returnable, and shipping charges are non-refundable.
BOI products are made of natural stone materials with naturally occurring variations in color, shape and size. Check all boxes to make sure materials are correct before installation.
BOI is not responsible or liable for any materials after installation. Claims of variation in shade or defects of any kind will not be considered after tiles are installed. Please contact BOI if there is a problem with your order, prior to installation.
Non-Returnable Items
The following items cannot be returned:
- BOI’s products purchased from another retailer, reseller, or distributor
- Custom products
- Special order products
- Loose samples and/or sample cards
- Discontinued, Limited Stock, and Clearance products
- Products marked “Final Sale”
- Product that has been altered, cut, fabricated and/or installed
Email us at info@boistone.com within 7 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
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 us. Please ensure the merchandise is properly insured. We are 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 15% restocking fee will be applied to all returned orders and deducted from the customer’s total refund.
Refunds
A 15% 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.
Upon issuance of any refund, you will receive a Refund Issued confirmation email.
Cancellations and Changes
Loose samples and/or sample card orders cannot be cancelled or changed. If you wish to cancel or change any other order, please contact Customer Service immediately with the order number. Cancellations or changes may be made without penalty or charge if the order has not shipped. Once shipped, changes cannot be made and all cancellations are subject to a 15% restocking fee. All applicable delivery and return shipping costs will be deducted from the total refund. Any and all shipping and handling costs are non-refundable.
Please do not refuse shipments. Refused shipments will incur a 15% restocking fee and return shipping costs incurred will be the responsibility of the customer and will be deducted from the customer’s refund.
Problem with an Order
- Missing Product
Sometimes orders ship in multiple shipments. Please check your shipping notification email to see which products were expected in the shipment you received. If you are still missing products, please contact us at info@boistone.com.
- Wrong Product or Shipment
If you feel that you have received the wrong product, please contact us at info@boistone.com within 7 days of receiving the product.
- Damaged Product
Although we pack our orders as best as we can, there does come the rare occasion that some tiles may break.
Please email info@boistone.com as soon as possible. Your email must include:
- Your order number.
- Confirm the total quantity that is damaged.
- Pictures of any damages.
Please review all boxes for any further damages that may be hidden upon first look. We can only process one claim per shipment. Confirming the total damage quantity will help us process everything you need for your project.
Our partner carriers request photos to contain a good representation of the damaged tiles. You can include multiple items in a single photo provided the damage is still visible. Please attach these to your email reply.
PLEASE NOTE THAT ANY DAMAGES MUST BE REPORTED WITHIN 7 DAYS OF DELIVERY DATE IN ORDER TO RECEIVE ANY CREDIT.