Refund policy

At Oracle Tile & Stone, we strive to provide premium-quality natural stone products. Because natural stone is a unique material, please review our return policy carefully before placing your order.

30-Day Return Policy

We accept returns within 30 days of delivery for eligible products.

To qualify for a return:

  • Items must be unused and in new, resalable condition.

  • Products must be returned in their original packaging whenever possible.

  • Returned merchandise is subject to inspection upon receipt.

  • A restocking fee will apply to all approved returns.

  • Original shipping charges are non-refundable.

  • Customers are responsible for return shipping costs unless the return is due to our error.

Returns that do not meet these requirements may be refused.

Damaged or Defective Products

Please inspect your order immediately upon delivery.

If your shipment arrives damaged or you believe you received defective material, contact us as soon as possible after delivery at support@oracletiles.com with:

  • Your order number

  • Photos of the damaged packaging

  • Photos of the damaged products

  • A brief description of the issue

Prompt reporting allows us to file a claim with the freight carrier when applicable.

Claims submitted several days after delivery may be denied, as we may no longer be able to determine whether the damage occurred during transit or after delivery. In such cases, any available claim may need to be submitted directly with the carrier.

Please do not install damaged or defective material. Installation of damaged products constitutes acceptance of the material and may void eligibility for replacement or refund.

Changed Your Mind?

If you no longer need your order or simply changed your mind, eligible products may be returned within 30 days of delivery.

The following conditions apply:

  • Return shipping is the customer's responsibility.

  • All returned items must be in new, unused, resalable condition.

  • A restocking fee will be deducted from the refund after inspection and approval.

  • Original shipping charges are not refundable.

Natural Stone Variation

Natural stone is a product of nature. Every piece is unique and may vary in:

  • Color

  • Veining

  • Pattern

  • Shade

  • Texture

  • Natural markings

Product photos are intended to represent the general appearance of the material but cannot guarantee an exact match.

Variations in color, veining, or natural characteristics are not considered defects.

If you wish to return a product because its appearance differs from your expectations, you may do so within our 30-day return period. The customer is responsible for return shipping costs, and the applicable restocking fee will be deducted after the returned material has been inspected and approved.

We strongly recommend ordering samples before placing large orders, as samples help demonstrate the natural characteristics of the stone.

Non-Returnable Items

The following items cannot be returned or refunded:

  • Sample orders

  • Custom-made or special-order products

  • Fabricated or modified materials

  • Installed or used products

  • Products returned outside the 30-day return window

Refund Processing

Once your return is received and inspected, we will notify you of the approval status.

If approved, your refund will be processed to the original payment method, less:

  • Applicable restocking fee

  • Return shipping costs (if applicable)

  • Any non-refundable original shipping charges

Processing times may vary depending on your financial institution.

Contact Us

For return requests or damage claims, please contact:

Oracle Tile & Stone
Email: support@oracletiles.com

Contact Us