🔄 Return & Replacement Policy
Last Updated: May 21, 2025
At Suqi Glass Tile Company, we stand by the quality of our products. However, we understand that issues can occasionally arise. Whether you’ve received a damaged shipment or need to report an order discrepancy, we aim to handle every case with clarity and care.
📦 Standard Products – Return Eligibility
We accept returns on standard, non-customized glass tile products under the following conditions:
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Return request submitted within 10 days of receiving the goods
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Items are unused, uninstalled, and in original packaging
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Tiles are not damaged due to improper storage or handling after delivery
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Shipping costs for returns are the responsibility of the buyer, unless the error was on our end
🧩 Custom Orders – Made Just for You
Due to the tailored nature of custom glass tile orders, these items are generally non-returnable. This includes:
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Custom colors, sizes, finishes, patterns
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Mosaic layouts designed per client specifications
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Tiles with client logos or branding
However, we believe in fairness. If your custom order arrives damaged, defective, or doesn’t match approved samples/specs, we will:
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Replace affected items at no extra charge
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Or, offer a partial refund, depending on the case
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Provide photo documentation as part of the resolution process
Our goal is not just to make tiles—but to build long-term trust.
🚛 Damaged or Defective Items
We take packaging seriously, but damage during shipping can happen. If your delivery arrives with broken or defective tiles:
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Notify us within 72 hours of delivery
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Send clear photos of the damaged items and packaging
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We’ll respond within 2 working days with a solution:
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Replacement shipment
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Credit note
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Or partial refund, depending on stock and logistics
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We may file a claim with the courier based on your report.
📑 Order Issues & Shortages
If your order arrives incomplete or contains incorrect items:
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Please report the issue within 5 business days
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Include order number and relevant photos
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We’ll investigate and re-ship missing/incorrect items if verified
🌍 International Orders
For international clients, we understand the added complexity of logistics. While we cannot accept general returns due to international shipping costs and duties, we will always work with you to resolve issues via replacements, partial credits, or production review.
🧾 How to Start a Return or Claim
To initiate a return or replacement claim, please contact us
Include your invoice number, photos (if applicable), and a description of the issue.
🔁 Refund Processing
Approved refunds (when applicable) will be processed within 7–10 business days to the original payment method or as a credit toward future purchases.
🤝 Let’s Work It Out
We know tiles aren’t just products—they’re part of your project. If you’re unsure whether an issue qualifies for return or need guidance on installation or storage, don’t hesitate to reach out. Our team is here to help.