Return & Replacement Policy
Last updated: May 2025
At Yoya Ceramic Tile, we take pride in the quality and craftsmanship of our products. While our ceramic tiles go through rigorous inspection before shipment, we understand that issues may occasionally arise. This Return & Replacement Policy outlines our commitment to resolving those rare cases in a professional, transparent, and fair manner.
🔷 1. General Return Statement
Due to the nature of our business — with a high percentage of bulk orders and customized tiles — most orders are considered final sale. However, we do accept return or replacement requests under certain conditions, outlined below.
🔷 2. Eligible Scenarios for Return or Replacement
We offer a return or replacement for the following:
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Manufacturing defects: Surface flaws, incorrect glazing, or structural inconsistencies not meeting agreed specifications.
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Shipping damage: Tiles broken or chipped during transport (must be documented upon delivery).
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Product mismatch: Items that do not match the confirmed order (size, color, finish, quantity).
🔸 We do not accept returns due to color perception differences from screen to real-life unless a physical sample was ordered and approved beforehand.
🔷 3. Conditions for Filing a Return Request
To ensure a smooth process, please follow these guidelines:
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Notify us within 7 days of receiving the shipment
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Provide clear photos of the damaged or incorrect product(s)
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Include your order number and a short description of the issue
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Items must be unused, uninstalled, and in original packaging (when applicable)
Once verified, we’ll guide you through the next steps — whether a replacement shipment or credit note.
🔷 4. Non-Returnable Items
For quality assurance and inventory reasons, the following are non-refundable:
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Custom-designed tiles made to your unique specifications
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Samples sent prior to large production
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Products altered after delivery (e.g. cut or installed tiles)
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Orders placed under clearance or final sale terms
🔹 Please double-check specifications and samples before confirming mass production.
🔷 5. Return Shipping & Freight Responsibility
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If the issue is due to our error (manufacturing fault or incorrect shipment), we will bear the cost of replacement and reshipping.
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If the issue is due to customer-side changes or incorrect information provided at order time, shipping costs will be the customer’s responsibility.
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All returns must be pre-approved and shipped back with traceable logistics.
🔷 6. Resolution Timeline
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Initial response to return requests: within 2 business days
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Inspection and verification: 3–5 working days
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Reshipment or credit arrangement: within 7–10 days after approval
We aim to resolve issues efficiently while ensuring product quality and customer satisfaction.
🔷 7. How to Get in Touch
To submit a return or replacement request, contact our support team:
📦 Include: Order number, issue description, and photo evidence
We’re here to ensure your order meets expectations — every tile, every time.
🙌 Our Promise
At Yoya Ceramic Tile, your trust is as valuable as our tiles. We strive to make every shipment right and every issue righted — because reliability is the foundation of every great partnership.