Refund policy

Last updated: October 30, 2026

We want you to love your tile. If you over-ordered or something isn't right for your project, you can return eligible items within 30 days of delivery (or pickup). Please read the details below before sending anything back.

How to start a return

Email info@marblebros.com or call (818) 255-1200 with your order number, the items and quantities you want to return, and the reason for the return.
We'll reply within 2 business days with a Return Authorization (RA) number and instructions. Returns that arrive without an RA number can't be accepted.
Ship the items back to us, or bring them to our showroom (see below).

Return conditions

Items must be unused, uninstalled, and in their original, unopened boxes, in the same condition you received them.
A 25% restocking fee applies to all returns.
You're responsible for return shipping. You may use any carrier; we strongly recommend a trackable, insured service. Tile is heavy and fragile, so please pack it carefully. We can't issue credit for items that arrive broken, are damaged in return transit, or never reach us.
Original shipping charges are non-refundable.

Showroom returns

Local customers are welcome to drop off authorized returns at our showroom, 12537 Sherman Way, North Hollywood, CA 91605. Please bring your RA number and call ahead so we can have someone ready to inspect the material.

Final sale items

The following items can't be returned or exchanged:

Samples
Clearance items and anything marked Final Sale
Murals (these are made to order)
Special orders: items we order in specifically for you
Opened boxes, partial boxes, and mosaic sheets that have been cut or separated
Any material that has been installed, cut, sealed, or otherwise altered

Inspect before you install

Natural stone varies in color, veining, and texture from piece to piece and lot to lot. That's part of its beauty. Please open your boxes, lay out your tile, and confirm you're happy with it before installation. Installation means you've accepted the material, and installed tile can't be returned. We also recommend ordering 10-15% extra to cover cuts and breakage, and ordering everything for one project at the same time so it comes from the same lot.

Damaged, missing, or wrong items

Please inspect your order as soon as it arrives. If anything is damaged, missing, or incorrect, contact us within 5 days of delivery with your order number and clear photos of the damage, including the boxes and packaging. Check all boxes before contacting us so we can handle everything in one claim. Reports made after 5 days may not be eligible for credit. Freight deliveries have extra steps; see our Shipping Policy. We'll replace or refund the affected items, at our option. A few chipped pieces on a mosaic sheet can often be popped out and replaced with spare pieces, and we're happy to walk you through it.

Refunds

Once your return arrives and is inspected, we'll refund it (minus the restocking fee) to your original payment method within 7 business days. Your bank or card issuer may take a few more days to post it.

Order changes and cancellations

Need to change or cancel an order? Contact us as soon as possible. Orders that haven't shipped can usually be changed or cancelled at no charge. Special orders and murals can't be cancelled once they've been placed with our supplier.