return policy

We understand that returning merchandise is inconvenient, expensive and no fun for anyone involved. That is why we take such great pains to avoid returns by making sure our customers understand what they are ordering right from the start.

Please read the item descriptions and supporting information carefully. We make great products, and we guarantee that what you receive will be what we describe, to the best of our abilities. Please take advantage of our Fasade decorative panel sample program. The more you know about what you are ordering, the happier we both are.

Because all of our merchandise is manufactured to order, we must charge a 40% return/restocking fee. We will only accept return merchandise for 30 days after customer receipt, and the customer is responsible for all shipping charges. All returns must be authorized in advance, so please contact the Fasade Sales Team for a Return Authorization Number.

No returns are allowed on orders of more than five hundred Fasade panels.

Credits will only be issued to the credit card used for the initial order, or if paid by check or money order, a check will be mailed to the customer.

The very best return policy really is to ship exactly what you want in the first place, and with your help we can make that policy a 100% success!

Damaged Shipments

Please inspect all items immediately upon delivery for any potential en-route damage.

For any orders that arrive damaged, please contact the Fasade Sales Team with pictures of the damage (shipping back the tiles will not be accepted because there is no way to prove damage occurred during initial shipment), then call us for information about exchanging your order. All damage claims need to be reported within 72 hours of delivery. No refunds are allowed on damaged orders – exchange/replacements only.