Refund policy
SHIPPING
We ship throughout the United States of America.
• Fast U.S. Shipping: 2–3 business days via UPS or FedEx Ground.
• Free Local Delivery: On orders over $999 within 40 miles of zip code 92620.
Excludes Hawaii and Alaska.
- Enjoy hassle-free shipping with fixed rates throughout the USA and save money on every order!
CANCELLATIONS
We follow a detailed process to prepare your order, including picking the material, preparing the order, packing the boxes, and creating labels.
• Free-of-Charge Cancellation: Within 24 hours of placing the order.
• No Cancellations: Once the shipment has left the warehouse.
RETURNS AND EXCHANGES
We accept returns for exchange or refund within 14 calendar days after product delivery. After 14 days, at our sole discretion, we may offer an exchange or store credit only.
Returns and exchanges will only be accepted if the following conditions are met:
1. Condition:
• Items must be in “new, unaltered, and unused condition.”
• Products and packaging must show no signs of wear or damage and remain in their original shape.
2. Return Request Timeline:
• The return request must be made within 7 calendar days of delivery. After 7 days, returns are not allowed.
3. Required Documentation:
• The original sales receipt and an RMA (Return Material Authorization) form must accompany all returns.
• To obtain an RMA number, contact us at info@ardaogan.com.
• Returns without an RMA will not be accepted.
4. Order Type:
• Items must not be special orders or custom orders.
5. Inspection and Refunds:
• Refunds are contingent upon the inspection of the returned item(s) once received.
• Items returned after 30 calendar days will not be eligible for an exchange or store credit.
• All approved returns are subject to a 20% restocking fee regardless of the reason if made after 30 days.
6. Partial Returns:
• We do not accept partial returns. Only full returns in their original packed condition are allowed, provided other conditions are met.
7. Shipping Costs:
• Shipping costs are non-refundable.
• If the seller is not at fault, the customer is responsible for return shipping costs.
8. Damaged or Missing Items:
• If a product is received damaged or missing, contact us immediately.
• Customers must inspect all received products for damage within 7 days of delivery.
• Claims made after 7 days, such as “We received but did not open” or “Installation hasn’t started yet,” will not be accepted.
• No claims will be accepted after the product is installed.
STONE
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).
Sample Policy
Sample Size:
Most samples are cut pieces, typically 3x6 inches or 4x4 inches, depending on the tile type. For certain tiles, we may send a full piece when available.
Shipping:
Samples ship within 1–2 business days from our U.S. warehouse. We offer free shipping on all sample orders to ensure fast delivery.
Sample Credit:
The cost of your sample order can be credited toward your full tile purchase (minimum order required). Contact us when placing your full order to apply this credit.
Non-Returnable:
Due to their small size and handling, all sample orders are non-refundable and cannot be returned.
Multiple Samples:
You can order multiple samples to compare colors, textures, and finishes for your project.
