Refund policy

Return and Refund Policy for Mistral Tile

At Mistral Tile, we are committed to providing our customers with the highest quality of natural stone and marble tiles and exceptional service. We understand that sometimes a product may not meet your expectations, and we offer a straightforward return and refund policy to ensure your satisfaction.

Before thinking a return for the natural stone and natural marble tiles, please, read below carefully;

Understanding the Natural Beauty of Marble and Stone Tiles

At Mistral Tile, we celebrate the inherent beauty and unique characteristics of natural marble, including our Bianco Carrara marble tiles. When selecting a natural stone like marble, it's essential to appreciate its individuality, which includes variations in color, veining, and pattern. Each piece of marble is a unique creation of nature, making your chosen tiles truly one-of-a-kind.

The Beauty of Variations

Marble is formed over thousands of years under unique geological conditions, making each marble tile distinct. These variations are not flaws; they are a testament to the natural origin and authenticity of the stone. The differences in veining and color between tiles can enhance the overall aesthetic, adding character and elegance that manufactured tiles cannot replicate.

Visual Representation Online

We strive to provide accurate images on our website to help you visualize how our marble tiles might look in your space. However, it's important to note that digital images can never fully capture the nuances of natural stone. Each piece may differ from what is shown online, but this diversity is what makes natural stone so sought after.

Genuine Natural Marble

Before considering a return due to variations in the marble:

• Visualize the Completed Installation: Often, the beauty of marble tiles fully reveals itself when installed and viewed as a complete set. What might seem like disparate pieces can transform into a stunning, cohesive surface that adds sophistication and value to your space.
• Consider the Long-term Value: Natural marble, with its timeless appeal, not only enhances the beauty of your home but also increases its value. It’s a prized material in the real estate market, cherished for its luxury and elegance.
• Reflect on the Uniqueness: By choosing natural marble, you own a piece of geological history. No other home will have the exact same patterns and nuances in marble as yours, providing a unique and custom feel.

Assistance and Support

If you have concerns about the variations in your delivered tiles, please contact us before deciding to return them. Our team at Mistral Tile is eager to assist you in understanding the layout and overall look. We can provide guidance on how to best arrange the tiles to showcase their natural beauty, ensuring you achieve a stunning finish that you will love for years to come.

We encourage you to embrace the natural beauty and uniqueness of our marble tiles. The variations in color and pattern are what make natural stone such an esteemed and luxurious material. By choosing to use and appreciate these unique characteristics, you are not only enhancing your space but also celebrating nature's artistry.

Should you have any further questions or need assistance, our customer service team is here to help. Thank you for choosing Mistral Tile, where we bring the timeless elegance of natural marble into homes and businesses.

Return and Refund Policy;

• Cancellations: accepted
• Request a cancellation: within 24 hours of purchase if you think you have placed the order by a mistake. 

Questions and Detalis about Refund and Return Policy;

If you have any questions regarding our return and refund policy, please contact us at [info@mistraltile.com]. Our team is here to assist you with any issues and ensure a smooth and satisfactory shopping experience.

Thank you for choosing Mistral Tile. We appreciate your business and look forward to serving your home improvement needs with our top-quality products

If for any reason, you are not 100% satisfied with your purchase, no problem. You may return the materials to us within 14 days of delivery. Please obtain a Return Material Authorization (RMA) number and return address by contacting us, returns without an RMA number may take significantly longer to process. Please read the following information carefully.

1. You must request an RMA form by emailing info@mistraltile.com. Returns will not be accepted without the form. Include in your request the following information:

• A. Your order number.
• B. The amount of sheets (or square feet) of tile you are returning.
• C. The reason for your return.

You will receive a pre-filled RMA form within 2 business days of submitting your request.

2. In order for us to continue to be able to offer free shipping, a 25% restocking fee is assessed on all returns.

3. The customer is responsible to pay for return shipping. You can choose any carrier you'd like.

4. The following items are final sale and can not be returned: samples, grouts, clearance items, and custom orders.

5. All returns must be in their original packaging and in the condition in which they were received. Credit will not be issued for any items returned to us broken. It is imperative that the returned boxes are packaged well - our products are extremely fragile.

6. Once we receive your return, your refund will be processed within 7 business days.

Please note that Mistral Tile doesn’t not accept returns after the return period stated above and does not accept any claims once the product has been installed. We strongly recommend that you inspect the contents of your order carefully upon delivery and contact us within the Return Period to initiate the return process before starting installation. Please carefully package all materials in its original packaging. All returned materials are subject to a 25% re-stocking fee. Shipping costs are not refundable, and return shipping is customer’s responsibility. Please note that, any damage not reported within 3 days of delivery of the order is customer’s responsibility. Mistral Tile doesn’t accept returns on samples. Request a Return Material Authorization (RMA) form and return address by contacting us.

What if the products are damaged during shipping or the wrong product is shipped?

If you believe that you received the wrong product, please take pictures and contact us within 3 days of the delivery. If we conclude that there was an error in your order, we will contact you to discuss the best way to resolve the issue. We can either offer a replacement or a refund for the full amount of your order. In either case, you will not incur any additional shipping costs, and we will arrange for the pick up of the wrong product. If we conclude that the product you received is the product you ordered, we will contact you to discuss the return process. Please refer to the Return Policy. To minimize these kinds of issues, we strongly encourage you to order a sample before placing a larger order. It is not unusual to have 2% - 3% of the tiles broken, such as chipped edges, to some degree during transit. Any amount up to 5% is still considered acceptable. These damaged tiles can be used for the cuts you will need to make. If breakage ration is above 5%, we would ask you to have it noted on the logistics receiving document and take pictures. Additional Inquiries You can call our Customer Service or email us for additional questions at info@mistraltile.com