Refund policy

Effective Date: October 2025
Last Updated: January 2026

Thank you for shopping with LiLi Tile. This Refund Policy explains how we handle order cancellations, returns, and refund requests. It applies to all purchases made on lilitile.com and to all products shipped within the United States and Canada.

This policy does not affect any statutory rights you may have under applicable consumer protection laws.

1. Geographic Scope

We currently sell and ship only to customers in the United States and Canada. We do not sell or ship to the European Union (EU) or United Kingdom (UK) at this time.

2. General Return Policy

Due to the delicate nature of our cement and ceramic tiles, we do not accept returns on any products once shipped. Each order is carefully packed and inspected before leaving our warehouse to ensure that all products meet our quality standards.

3. Order Cancellations

Orders may be cancelled within 2 hours of placement if they have not yet shipped.
To request a cancellation, email hello@lilitile.com with your order number and “Cancellation Request” in the subject line.
You will receive an email confirmation once your cancellation is approved.
If your order has already shipped, it cannot be cancelled and will follow the terms of this policy.

4. Exceptions to the No-Return Policy

While general returns are not accepted, you are entitled to a refund or replacement if products are:

Defective
Damaged during transit
or incorrect

This right applies under consumer protection laws, including the California Civil Code and similar laws in other states and provinces. If your product meets any of the above conditions, please submit a claim as described below.

5. Filing a Damage or Defect Claim

We take every precaution to ensure your order arrives in perfect condition. However, if damage or defects occur:

A. At Delivery (Visible Damage)

Inspect all deliveries before signing off with the freight carrier.
If you see visible damage, note it on the Bill of Lading, take clear photos, and accept the shipment.
Email the following within 2 business days to hello@lilitile.com:
- Order number
- Description of the issue
- Photos of the damaged product and packaging

B. After Delivery (Concealed Damage or Defects)

If you discover hidden damage or defects after delivery, notify us within 3 business days of receipt.
Include your order number, description of the issue, and photos in your email.

C. Review and Resolution

Our team will review all claims within 5 business days.
If approved, a replacement shipment or refund will be processed within 7–10 business days.
Depending on circumstances, we may request return of the defective material at our expense.

6. Natural Variation Disclaimer

Cement and handmade tiles are crafted from natural materials. Slight tonal, size, or texture variations between tiles are normal and not considered defects. These differences contribute to the beauty and authenticity of the product.

We strongly recommend ordering samples prior to placing full orders to ensure satisfaction with color and texture.

7. Quantity and Lot Matching

Because tile color can vary by lot, we cannot guarantee that additional orders will match previous shipments. We recommend ordering 10–15% extra to account for cutting, breakage, or future repairs.

8. Refunds for Cancelled or Approved Claims

Refunds for eligible cancellations or claims will be issued to the original form of payment within 7–10 business days after approval.
You will receive an email confirmation when your refund is processed.

9. Contact Information

For order cancellations, damage claims, or refund inquiries, please contact us via:

Email: hello@lilitile.com
Phone: (856) 291-8666
Mailing Address:
LiLi Tile
18000 Commerce Parkway
Mt Laurel, NJ 08054

10. Your Statutory Rights

This Refund Policy does not limit your rights to a refund, repair, or replacement under applicable law for goods that are defective, damaged, or not as described. Customers in California and other U.S. states, as well as Canadian residents, retain all rights under their respective consumer protection laws.

11. Accessibility

This Refund Policy is designed to be accessible to all users, including those using screen readers. If you require this policy in an alternate format, please contact hello@lilitile.com.