Refund policy

We want you to love what you order. Because finish materials are a big decision, we encourage every customer to order samples before committing to a full order. If something does not work out, we have a straightforward return process outlined below.

Return Window

Merchandise purchased on therenosource.com may be returned within 30 days of the delivery date. All returns are subject to the conditions below and require a Return Merchandise Authorization (RMA) before shipping anything back to us.

Restocking Fee

A 15% restocking fee will be deducted from your refund on all approved returns. This helps us keep shipping costs low for everyone. Original shipping charges are non-refundable.

How To Start A Return 

All returns require an RMA number. To request one, email us at support@therenosource.com with the following:

•   Your order number

•   The item(s) you would like to return

•   Quantity being returned (full cartons only)

•   Reason for the return

We will issue your RMA within 2 business days. Once you have it, you have 30 days to ship the product back to our warehouse. Returns received without a valid RMA will not be processed.

Return Requirements 

For a return to be accepted:

•   Product must be in its original, unopened packaging and in full, sealed cartons.

•   Product must be undamaged, uncut, uninstalled, and in resalable condition.

•   Return shipment must be received at our facility within 30 days of RMA issuance.

•   Customer is responsible for return shipping costs and for ensuring the shipment is properly packaged and insured. We are not responsible for product damaged in transit back to us. 

Refunds 

Once we receive and inspect your return, we will process your refund within 7 to 10 business days. Refunds are issued to the original payment method. The 15% restocking fee and any original shipping charges will be deducted from the refund total.

You will receive a confirmation email when your refund has been issued.

Cancellations and Changes 

Need to cancel or modify an order? Contact us immediately at support@renosource.com with your order number. If the order has not shipped, we can cancel or adjust it at no charge. Once a tracking number has been assigned, the order is considered shipped and cancellations will be treated as a return, subject to the 15% restocking fee plus return shipping costs.

Please do not refuse delivery. Refused shipments will be treated as a return and all restocking fees and carrier charges will apply.

Damaged, Defective, or Incorrect Product 

Tile is fragile. Despite best efforts, breakage can happen in transit. If your order arrives damaged, defective, short, or incorrect, contact us within 5 days of delivery at support@therenosource.com with the following:

•   Order number

•   Description of the issue (breakage, defect, shortage, wrong item)

•   Photos clearly showing the damage or issue

•   Confirmation the product has not been cut or installed

We will work with you to make it right, whether that means a replacement shipment or a credit. Once product has been installed, we are unable to accept claims for damage or defect.

Exchanges 

We do not offer direct exchanges at this time. If you need a different product, simply return your original order using the process above and place a new order.

Final Sale on Discounted Items 

Products purchased at a reduced price, including sale and clearance items and any order placed with a promotional or discount code, are final sale and are not eligible for return or exchange. Orders may be cancelled at no charge before shipment. Claims for shipping damage, defects, shortages, or incorrect items are still accepted as described below.

Questions 

Our team is here to help. Reach us at support@renosource.com and we will get back to you within one business day.