Yes, returns can be requested up to 7 days after you receive your order. We offer a refund on returned tiles (un-opened boxes) or products (un-opened) but we do charge a 35% restocking fee. To qualify for a refund, the returned tiles or products need to be in their original packaging, undamaged, and must the entire amount that you ordered. Therefore, we do not accept returns from leftover tile from your order. We also do not offer refund for opened boxes. No items marked as “Final Sale” or Clearance will be refunded or any items that are discontinued.
Customers are responsible for the cost of shipping items back to us. If you are doing a return, please contact us.
Please note that tile samples, or full tiles purchased for the purpose of viewing as samples are final sale and therefore not eligible for returns.
We strongly encourage you to order samples of your tile before purchasing an order.
At Vela Tiles, we strive to ensure that our customers receive their order without damaged pieces. We have a quality control system to check the boxes before packaging, and after delivery. Although mistakes can happen, we try to take care of our customers as best we can. Should any defective tiles be revealed, the customer, within 3 working days, inform us by providing the photos of the goods as they were delivered on a pallet, as well as the photos of all defective tiles. Please note that we do not do refunds for broken pieces, but we do replace them for free. Please follow the process below:
- Within 3 working days after receiving your order please contact us and let us know how many pieces were broken with pictures of the tiles as they were delivered on the pallet as well as the photos of the defective tiles.
- Replacement tiles will then be processed and then you will be notified within 1-2 business days for pickup. We do not deliver replacement tiles due to fuel surcharges.
Refunds will be issued within 2-5 business days of receiving the returned products. There is a 35% restocking fee. If you have received a discount on your order, you will be charged for the discount you received along with the 35% restocking fee.
Prices are subject to change without notice. Prices quoted only include the products itself and not freight, unless specified. Pricing are all in Canadian funds.
Sample tiles come in smaller cut-offs of various sizes from the original tile. The purpose of the samples is to provide our customers with a physical view of the colour, texture, and pattern of the actual tile. Most tiles have variability in their pattern (ie. Marble Effect Tiles) and so we try to send samples that capture most of what to expect on the tile. We encourage our customers to use the samples you receive along with the image of the tile to gain a good understanding of the tile. The sample represents an average colour, texture, and pattern of the tile you plan to order.
CAUTION: Samples tiles can be sharp around the edges. We take strong measures to cover the edges of the tiles to protect our customers. Still, we highly recommend to handle the tile samples with care and keep out of the reach of children. Vela Tiles is not responsible for damages or bodily harm caused by handling the samples.
Vela Tile accepts all major credit cards. Payments can be made on our website and we use a third party payment collection system called Square. Note, payments must be made in FULL prior to delivery arrangements or pick-up schedule.
We provide discounts to our loyal customers who are our regular shoppers.
Our discount program is as follows:
>> 5-15% Discount for repeat customers depending on square footage ordered.
>> 15% off tiles when we take care of your tile installation services through Canadian Tile Pro.
>> Discount percentage on other bathroom or kitchen products will depend on the product. Please call and ask us for more information.
Please note that these terms and conditions can be updated at any time without notice.