Returns & Exchanges

We want you to feel confident in your purchase. If something isn’t right, we’ll work with you to resolve it as quickly as possible.

Returns

Approved returns are accepted within 45 days of delivery. All returned items must meet resale condition standards to qualify for a refund.

• No RMA required
• Include invoice or reference number when possible
• Use original packaging as a guide and pack items carefully
• Items must be unused, uninstalled, and in resellable condition
• Returns must be prepaid and insured by the customer

Refunds are issued after inspection. Please allow 5–7 business days for processing. Credits are applied to the original payment method. Please allow an additional 2–3 business days for the credit to appear on your account.

We recommend insuring all returns. Tierra y Fuego is not responsible for items lost or damaged in transit.

Items that show signs of use, installation, damage, or alteration will not be eligible for a refund.

Any costs incurred due to improper packaging, damage in transit, or incomplete returns may be deducted from the final refund.

Tierra y Fuego reserves the right to limit or refuse returns from customers exhibiting excessive return patterns, repeated claims, or misuse of the return policy.

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Fees & Deductions

• A 10% restocking fee applies to approved returns
• Original shipping, processing, payment, and insurance fees are non-refundable unless the return is due to our error
• Orders placed under a free shipping promotion will have the original shipping cost deducted from the refund
• Bulk orders or large project orders may be subject to additional return limitations or partial return approval

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Damaged or Defective Items

Report damaged or defective items within 2 business days of delivery, and we will take care of it promptly.

• Keep original packaging
• Photos may be required
• Freight damage must be noted at delivery

For freight deliveries, if the shipment shows significant external damage, we recommend refusing delivery so the carrier can return it to us. If accepted, damage must be documented with the carrier at the time of delivery.

Pending availability, replacement items typically ship within 1–2 business days.

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Incorrect Items

If we shipped the wrong item, we will arrange a replacement at no cost to you and coordinate the return if needed.

Ordered the Wrong Item

Returns are accepted following the guidelines above. Return shipping is the customer’s responsibility.

For faster service, we recommend placing a new order and initiating a return for the original item. A refund will be issued after the returned product is received and processed.

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Non-Returnable Items

The following items are not eligible for return:

• Final sale items or discounts over 20%
• Custom or special-order products
• Discontinued, clearance, overstock, outlet, or broken tile items
• Installed materials
• Items showing signs of use, alteration, damage, or improper storage

Due to the handmade nature of our tile, variation in color, shade, texture, and size is expected and not considered a defect or valid reason for return.

All returned items must be in the same condition as received. Wet, damaged, broken, used, altered, or improperly stored items will not qualify for a refund.

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Exchanges

We do not process direct exchanges. If you would like a different item, please place a new order and return the original item according to this policy.