Genrose Return Policy
Please note, a 25% restocking fee applies to all returns so please be sure to carefully inspect all materials and order according to the needs of the job.
TILE & STONE
We will honor returns of full, unopened cartons of tile within 30 days of purchase if the dye lot is currently in stock. To receive credit, please be sure to present your original receipt. All returns will be inspected to ensure that the material is in original condition. Returns after 30 days are subject to manager’s approval. Notwithstanding anything to the contrary set forth herein, discontinued and special-order items are non-returnable. No claims will be accepted after installation. Please inspect all materials prior to installation.
Stone can only be returned if the cartons are unopened. Open cartons will not be accepted for any reason. Sorting through the stone will prohibit returns from being valid. We would not want to sell stone to our clients that has been sorted through as there is a high chance that chipping can occur and the most wanted pieces have been removed. There is an option to dry lay the stone prior to pick up or delivery for an additional charge. This will be done at our facility to ensure proper handling. Variations in shading, color, markings and tone are characteristic of stone. Please be sure to carefully inspect your stone with your installer as claims on material will only be accepted prior to installation (installation constitutes acceptance of material).
We will gladly accept all returns of samples, except special order items, within a 30-day time period from the date of your receipt.
SETTING MATERIALS/MAINTENANCE PRODUCTS
Many of these products are sensitive to temperature changes. If the packaging is opened and/or moisture occurs, we cannot resell it. Therefore, we unfortunately cannot accept returns of grout, caulk, setting materials, cleaners or sealants. Please verify you are ordering the correct items and the proper quantities at the time of purchase.
We will accept returns on select Florida Tile items within a 30-day time period. Unfortunately, we cannot accept returns of Florida Tile stone or glass items as this is a special order.
We will be happy to assist in the calculation of material for job estimation purposes, however, we highly recommend you speak with your installer to get accurate footages. A 25% restocking fee applies to returns of material overages so please be sure the correct amount of material is ordered for your project. Also, please be aware that custom-made and special-order items are non-returnable. All material must be inspected prior to processing any return.