We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
We would like to inform you that marble, granite, travertine, limestone or any other stone that this company is selling are products of nature. None of two stones will be exactly alike. We would like you to inspect the product regarding its color, veining, finish, size thickness and blending prior to installation to make sure the buyer/client is satisfied. To be eligible for a return, your item must be in the same condition that you received it, defected or unused, with tags, and in its original packaging. Only full, original boxes/crates will be accepted. All returns are subject to 25% restocking fee. You’ll also need the receipt or proof of purchase. No claims will be accepted after the installation of the product.
To start a return, you can contact us at info@hometouchdesign.com. Please note that returns will need to be sent to the following address:
Home Touch Design
465 Raymond Blvd,
Newark, NJ - 07105
If your return is accepted, we'll send you an 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 question at info@hometouchdesign.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
No claims will be accepted after the installation of the product.
Unfortunately, we cannot accept returns on sale items or gift cards.
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.
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’ve approved your return, please contact us at info@hometouchdesign.com.
You are responsible for return shipping costs unless we shipped you the wrong product.
It is not unusual to have 2% - 3% of the tile imperfection to some degree (e.g. chipped edges, scratches). Scratched or damaged tile can still be installed when cut. These damaged tiles can be used for the cuts you will need to make during installation. If breakage is above 5%, we would ask you to have it noted on the logistics receiving document and take pictures. Please make a claim with us within 3 days of receiving the order.
Customer is responsible for inspecting freight for shortages or signs of damage upon receipt of goods. All freight, loss, and damage claims must be filed with Home Touch Design within Three (3) days from the date the shipment was delivered. In the unlikely case that goods are damaged Home Touch Design will arrange to either re-ship product (at Home Touch Design expense) or provide to the customer a compensation credit or full refund for the value of the goods damaged.
Customer should refuse Pallet Deliveries when there is extensive and obvious damage to the pallet. If there is only one or few boxes just report those pieces and Home Touch Design will replace those pieces.
How to package items for return
When you return merchandise damage in transit can occur if the tiles are not packaged properly or if the cartons are damaged in transit. Please ensure that all returns are packaged properly to avoid damage.
If the original carton is compromised from the initial transit, repackaging is acceptable and recommended.
Refunds are based on merchandise being returned in new condition. If tiles are damaged by the shipper during the return transit, we will refund you, less the amount of damaged tiles.
It is your responsibility to file claims against the shipper for any tiles damaged during return and your claim may be compromised if the shipper inspects the damage and determines the product was not packaged properly.