Refund policy

Return & Refund Policy 

Sample Orders:
We do not accept returns on sample orders, including standard samples and large format samples.

Returns on eligible non-sample orders are accepted within 30 days of delivery. To qualify, all tile must be in its original packaging. Partial returns and leftover material are not eligible for return. All returns must include the full original order quantity.

Return shipping costs and a 25% restocking fee will be deducted from the refund.

Exchanges are not offered. Customers may return eligible items in accordance with this policy and place a new order if desired.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at support@sohosurfaces.com. Please note that returns will need to be sent to the following address:

5216 Airport Fwy, Haltom City, TX 76117 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@sohosurfaces.com.

Damages or Order Issues:
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Replacement of Damaged Items: 

If your order arrived damaged due to carrier negligence, or was determined to be defective, we will process and replace the product internally, and you will be sent a replacement order to cover any damaged item. You do not have to place a new order, or do anything other than let us know. One of our team members will be assigned your replacement order and provide you with all the necessary information to receive new product. 

Refunds:
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at support@sohosurfaces.com.