Understanding Blocktiles Return And Replacement Policy

Oct. 18, 2025, 1:35 a.m.

Tags: blocktile

Flooring purchases represent a significant investment for homeowners and businesses alike. When products don't meet expectations or arrive in unsatisfactory condition, understanding the company's return and replacement policies becomes essential. This article examines BlockTile's policies regarding returns, replacements, and cancellations based on their official documentation. While the search query specifically mentioned free samples, the available information focuses on BlockTile's post-purchase procedures rather than sample offerings.

BlockTile's General Return Policy

BlockTile has established specific guidelines for merchandise returns, which apply only to products purchased directly through their company. According to their policy documentation, returns are subject to several conditions and restrictions that customers must understand before initiating a return request.

The company requires that products must be returned in the same condition as when they arrived, within 30 days of the delivery date. Additionally, the products must not have been installed, removed, and then returned, indicating that once installation begins, the product cannot be returned for refund or replacement.

For returns to be considered, customers must contact BlockTile support to obtain a Return Merchandise Authorization (RMA) number and return address. The company provides specific contact information for this purpose, with customers directed to email [email protected] to initiate the return process.

Non-Returnable Items

Certain categories of products are explicitly designated as non-returnable by BlockTile. Understanding these restrictions is crucial for customers before making a purchase, especially for specialized orders.

Custom flooring products represent a significant category of non-returnable items. Any custom flooring performed by BlockTile is considered a final sale with no refunds permitted, regardless of the reason for the return. The company explains that custom flooring cannot be accepted back for refund because it is produced as a special request. This policy applies to various customization options, including but not limited to logos, images, or special cutting requests. For orders intended for third parties, BlockTile emphasizes that it is the customer's responsibility to ensure dimensions are approved by the final customer before requesting customized products or alterations to a kit.

Additionally, orders under $75.00 are explicitly designated as non-returnable. This minimum purchase threshold applies to all merchandise, regardless of product type or customization level.

Partial Box Returns and Full Case Requirements

BlockTile has specific requirements regarding how products can be returned, particularly concerning packaging and completeness of returns.

The company policy states that full cases purchased must be sent back in their entirety. Partial boxes will not be approved for return unless the tiles were originally purchased as individual items. This requirement underscores the importance of considering purchase quantities when planning for potential returns.

Customers bear the responsibility of ensuring that the product and color purchased are appropriate based on the information available on the BlockTile website. The company does not accept returns based on customer dissatisfaction with product appearance or color if the items match the specifications listed on the website.

Refund Conditions and Process

Understanding the refund conditions at BlockTile requires careful attention to the specific circumstances under which refunds are issued and the associated costs that customers may incur.

For a refund to be considered, the product must be returned and deemed defective or not matching the specifications noted on the website. However, the company deducts various costs from potential refunds, including shipping costs and associated fees. The original shipping charge is not returned unless incorrect merchandise was sent, the merchandise was delivered to the wrong location, or if the product was damaged in transit. In cases of transit damage, customers must file a report with UPS, FedEx, or the LTL carrier to initiate a claim.

If a customer requests a prepaid return label, BlockTile will email a drop-off only prepaid label with FedEx or provide a bill of lading with a freight carrier. However, if additional services are requested beyond what's specified on the bill of lading, or if the freight carrier performs special requests not originally stated, additional charges will be deducted from the total refund.

Cancellation Policy

BlockTile has established a specific timeframe within which customers can cancel or edit their orders. According to their documentation, customers must email [email protected] within 30 minutes of placing their order to request changes. If the email is not received within this 30-minute window, BlockTile cannot guarantee that changes will or can be made.

The company advises customers that if they do not receive an immediate response confirming the requested changes, they should call Customer Service at 877-595-2040. This suggests that while email is the preferred method for initial cancellation requests, phone contact may be necessary to ensure the request is properly processed.

Return Shipping Responsibilities

Customers are responsible for all return shipping costs when returning merchandise to BlockTile. They may use any carrier of their choice, providing flexibility in how they arrange for the return of products. The return address is specified as:

BlockTile Returns 8798 Westpark Dr. Houston, TX 77063 (713) 595-2040 x 207

All merchandise should be returned to BlockTile freight prepaid at the customer's expense. The company does not provide return shipping labels unless specifically requested, and even then, these come with certain limitations regarding the type of service provided.

Inspection and Restocking Fees

Upon receiving returned products, BlockTile conducts a quality inspection before processing any refund or replacement. The company has established specific restocking fees based on the condition of the returned merchandise.

For products returned due to quality issues, a 25% re-stocking fee is applied. However, if returned products are deemed used, a minimum of 50% re-stocking fee is applied. In cases where returned products are deemed not restockable, customers will be notified via email, and these items will not be credited to their account.

The inspection process serves to protect BlockTile from returns of products that may have been damaged during customer use or installation. This policy emphasizes the importance of inspecting products upon delivery before initiating installation.

Product Specifications and Customer Responsibility

BlockTile places significant responsibility on customers to ensure that products meet their needs before purchase and installation. The company documentation clearly states that it is the customer's responsibility to make sure that the customization requested will work for their project.

This principle extends to product specifications, including dimensions, colors, and other characteristics. Customers are expected to make decisions based on the information provided on the BlockTile website, and the company does not accept returns based on customer preferences that weren't evident at the time of purchase.

For products that have natural variations, such as handmade tiles, customers should expect and accept these characteristics as part of the product's nature. The company notes that variation in color, size, and irregular edges are to be expected, and there are no guarantees against fine cracks or crazing that may develop in the tile's surface.

Local Pickup Options

While not directly related to returns, BlockTile offers a local pickup option from their warehouse in Dallas, TX. Customers selecting local pickup at checkout can avoid shipping costs entirely. The company advises customers to wait until the tile is delivered and inspected before scheduling installation, a recommendation that applies equally to pickup orders as it does to shipped merchandise.

Lead Time Considerations

BlockTile provides information about typical lead times for in-stock tiles, which range from 6-12 days. This information is relevant for customers planning their projects and considering potential returns, as it helps set expectations about delivery timelines. The company recommends proceeding to checkout for specific shipping quotes, which would apply to both initial orders and potential replacement shipments.

Conclusion

BlockTile's return and replacement policies establish clear guidelines for customers seeking to return or replace merchandise. The company's policies emphasize the importance of careful product selection before purchase, as many items—particularly custom orders and those under $75—are non-returnable. Customers must initiate returns within 30 days of delivery, ensure products are in their original condition, and obtain an RMA number before returning items. The company enforces restocking fees for returned products, with higher fees applied to items deemed used or not restockable. For customers considering BlockTile products, understanding these policies before purchase can help prevent complications and ensure a smoother resolution if issues arise with their flooring materials.