At Rustico Tile & Stone, every tile and product we offer is handmade by skilled artisans. Because of this, variations in color, texture, and finish are part of what make each piece unique. These natural differences — along with the challenges of shipping heavy, fragile materials — mean that we do not accept returns or exchanges on any products once they’ve shipped.
Order Cancellation & Restocking Fee
Once an order is placed, it immediately enters production and logistics scheduling. For this reason, all canceled orders are subject to a 35% restocking fee on all items (does not apply to shipping charges).
There are no exceptions to this restocking fee.
Tile Protection Warranty Program (TPW)
While returns aren’t accepted, we proudly stand behind our products through our Tile Protection Warranty Program.
Customers who enroll in this program receive added peace of mind in the rare event of significant shipping damage.
If you are enrolled in the TPW and your shipment arrives with more than 20% breakage, Rustico Tile & Stone will:
- Assist directly with your claim.
- Replace the damaged portion of your order with new product (no cash refunds).
- Cover outbound freight for approved replacements.
To qualify for assistance under the TPW:
- Provide clear photos of the damage within 48 hours of delivery.
- Ensure the damage is noted on the delivery receipt at the time of delivery.
If you are not enrolled in the TPW, Rustico Tile & Stone will gladly guide you on how to file a claim with the shipping carrier, but we cannot assume responsibility for replacement or reimbursement.
Need Help?
If you experience significant breakage and are enrolled in the Tile Protection Warranty Program, please contact your Rustico Tile & Stone sales representative or call 520-260-9111 for prompt assistance.
Disclaimer
By placing an order with Rustico Tile & Stone, you acknowledge that you have reviewed, understood, and agreed to this Return Policy, including the 35% restocking fee and all terms of the Tile Protection Warranty Program where applicable.