Terms & Conditions — Product and Sales Terms
PRODUCT QUALITY
Tiles & Stone Warehouse sells only first-quality tiles.
All tiles sold by Tiles & Stone Warehouse are classified by the manufacturer as First Quality, First Class, First Choice, A Quality, or equivalent terminology identifying first-quality merchandise.
Tiles & Stone Warehouse does not sell tiles classified by the manufacturer as Second Quality, Second Choice, B Quality, or another classification identifying merchandise below first quality.
An A+ marking appearing on some manufacturer packaging may refer to an indoor-air-emissions classification and does not indicate the tile’s quality grade.
QUALITY CONTROL
Manufacturer quality control is performed to verify that the product complies with the applicable industry standards, technical requirements, classifications, and test methods established under recognized standards systems such as ISO, EN, ANSI, ASTM, and other applicable standards.
These standards establish measurable requirements for relevant product characteristics and performance. Where different standards use different test methods, classifications, or values, the applicable information supplied by the manufacturer may be shown in the product’s technical specifications and documentation.
A tile classified by the manufacturer as First Quality, First Class, First Choice, A Quality, or equivalent has successfully passed the applicable quality-control process for sale as first-quality merchandise.
PRODUCT CLASSIFICATION AND MANUFACTURER BOX MARKINGS
Original manufacturer packaging contains information that allows customers to verify important characteristics of the merchandise, including the quality classification, product identification, country of origin, material or product type, shade/tone, caliber where applicable, and applicable technical classification or product group.
Technical product classifications are separate from quality classifications.
Under EN 14411 and ISO 13006 classifications:
Group BIa identifies dry-pressed porcelain tiles with water absorption E ≤ 0.5%.
Group AIa identifies extruded porcelain tiles with water absorption E ≤ 0.5%.
Both BIa and AIa identify porcelain products with water absorption of E ≤ 0.5%; the distinction between the groups is the manufacturing/forming method.
Other manufacturer markings may identify additional characteristics. For example, GL may identify a glazed tile, while UGL may identify an unglazed tile. These technical classifications and markings do not indicate the quality grade of the merchandise.
For a more detailed explanation of porcelain tile classifications, forming methods, water absorption, and commonly misunderstood tile grades and ratings, please see:
What Are the Grades & Classes of Porcelain Tiles?
https://tilesnstone.com/what-is-pei-rating-what-are-the-grades-of-porcelain-tile/
SHADE, TONE AND CALIBER
Manufacturer packaging identifies the shade or tone of the tile, which may also be identified as tone or tono. Where applicable, manufacturer packaging also identifies the tile’s caliber, which may also be shown as calibro.
Tiles & Stone Warehouse does not intentionally supply tiles from different shade/tone lots within the same order.
If the quantity required by the customer is not available in a single shade/tone, Tiles & Stone Warehouse will not supply material from a different shade/tone unless the customer is informed and agrees to accept material from different shades/tones.
Shade/tone identification remains the important reference for visual consistency.
For rectified tiles, caliber markings may have limited practical significance. Rectification is the process by which tile edges are mechanically finished after firing to achieve more consistent final dimensions.
Manufacturers may therefore supply different caliber numbers within the same shade/tone when those caliber differences do not affect the finished dimensions or intended installation.
Different caliber numbers on rectified tiles do not, by themselves, indicate that the tiles are from different shade/tone lots or that different or nonconforming merchandise has been supplied
TSW PRODUCT NAMES AND MANUFACTURER REFERENCES
Tiles & Stone Warehouse may market and sell products under TSW product names that differ from the product names, model names, references, or codes used by the manufacturer.
Tile manufacturers, particularly international manufacturers supplying multiple distributors and markets, may use product names that are unsuitable or unavailable in a particular market, already in use by another vendor, assigned differently among distributors, or changed or designated for branding, distribution, territorial, commercial, or other trade-related reasons.
Manufacturers may also request or recommend the use of different product names among their buyers or distributors to avoid marketplace conflicts.
Accordingly, the product name displayed on the Tiles & Stone Warehouse website may not be identical to the name, model, reference, or code printed on the manufacturer’s original packaging.
To establish a clear connection between the TSW product and the manufacturer’s product identification, TSW Sales Orders include the applicable manufacturer reference, factory product code, or other manufacturer identifier when available.
For example, a Sales Order item may be identified as:
TSW_Dova Off White / NGK-PADWH
In this example, Dova Off White is the TSW product name and NGK-PADWH is the manufacturer reference used to identify the corresponding factory product.
The manufacturer reference appearing on the TSW Sales Order can be compared with the identifying information appearing on the original manufacturer boxes or packaging.
A difference between a TSW product name and the manufacturer’s product name, model, code, or reference does not, by itself, indicate that different, substituted, or incorrect merchandise was supplied.
CUSTOMER VERIFICATION OF MERCHANDISE
Customers are responsible for inspecting and verifying their merchandise before cutting or installation.
The original manufacturer packaging provides information that may be used together with the TSW Sales Order to verify the merchandise received, including, where applicable, the manufacturer product reference, product classification, country of origin, material or product type, first-quality classification, shade/tone, caliber, size, finish, production information, and applicable technical classifications or standards.
Customers should compare the merchandise and manufacturer box information with their order and TSW Sales Order and notify Tiles & Stone Warehouse of any apparent discrepancy before the tile is cut or installed.
INSTALLATION CONSTITUTES ACCEPTANCE
Cutting, installing, altering, or otherwise using the tile constitutes acceptance of the merchandise.
Once installation has begun, claims based on characteristics that were reasonably identifiable through inspection of the merchandise, original manufacturer packaging, TSW Sales Order, or product appearance before installation will not be treated as claims that incorrect merchandise was supplied.
This includes reasonably identifiable characteristics such as product identity, manufacturer reference, size, finish, shade/tone, caliber where applicable, and visible appearance.
Freight damage, shortages, and transportation-related claims are governed separately by our
Shipping & Damage Policy.
PRODUCT APPEARANCE AND INTENTIONAL VARIATION
Ceramic and porcelain tile designs may incorporate intentional variation in shade, tone, pattern, veining, texture, surface appearance, and other visual characteristics between individual pieces.
Many tile designs intentionally incorporate variation from piece to piece to reproduce the appearance and character of natural materials such as marble, stone, concrete, or wood.
Such variation is part of the product design and should be expected within a complete installation.
Website photographs, manufacturer photographs, room scenes, displays, and individual samples are intended to represent the product but cannot reproduce every individual tile or every variation that may occur throughout a complete order.
SAMPLES, COLOR AND DESIGN APPROVAL
Tiles & Stone Warehouse strongly recommends purchasing and reviewing a sample before placing a full tile order, particularly when color, tone, texture, finish, or overall appearance is important to the purchasing decision.
Samples are intended primarily to provide a representative indication of the product’s color, tone, texture, and surface finish.
The broader design, pattern, veining, and overall visual character of the tile can generally be reviewed through the product photographs provided on our website.
Because tile designs may intentionally vary from piece to piece, a sample cannot represent every individual tile or every variation that may appear within a complete order.
A sample is representative of the material from which it was produced. Because tile is manufactured in production lots, a sample does not guarantee an exact shade/tone or production-lot match to material purchased at a later date.
QUANTITY AND WASTE ALLOWANCE
Customers are responsible for determining the quantity of tile required for their project.
Tiles & Stone Warehouse may provide quantity calculations, waste recommendations, or other estimates as a convenience to the customer, but final quantity requirements depend on the project layout, installation pattern, room dimensions, cuts, breakage, installer practices, and other job-specific conditions.
Waste recommendations are estimates and are not a guarantee that a particular quantity will be sufficient for every installation.
Tile is sold in full boxes or other stated packaging quantities. Where a calculated requirement results in a partial box or partial piece, the order quantity must be rounded up to the next available full box or sale unit.
Customers should confirm required quantities with their installer or contractor before placing an order.
ADDITIONAL AND SUPPLEMENTAL ORDERS
Customers are encouraged to purchase sufficient material with the original order to complete the project, including appropriate waste and material for possible future repairs.
An additional or supplemental order placed after the original purchase may come from a different production lot or shade/tone.
Tiles & Stone Warehouse cannot guarantee that material ordered at a later date will match the shade/tone or other production characteristics of material previously purchased.
Additional tile purchased after the original order to complete, expand, repair, or supplement a project is subject to the provisions of our
Return & Refund Policy concerning supplemental orders.
AVAILABILITY AND INVENTORY
Product availability is subject to change until an order has been successfully placed and inventory has been allocated to the order.
Inventory quantities displayed online or communicated before purchase may change because of simultaneous orders, inventory adjustments, breakage, warehouse activity, or other circumstances.
If Tiles & Stone Warehouse is unable to fulfill an order as placed, we will contact the customer regarding the available options.
Tiles & Stone Warehouse will not substitute a different product or a different shade/tone without the customer’s approval.
SPECIAL ORDERS
Products obtained specifically for a customer and merchandise not normally stocked by Tiles & Stone Warehouse may be designated as Special Order merchandise.
Because such merchandise is ordered specifically in reliance upon the customer’s purchase, special orders are final sale and non-returnable, as further described in our
Return & Refund Policy. The customer should review all product information, quantities, specifications, and applicable manufacturer references before approving a special order.
PRICING ERRORS
In the event that a Tiles & Stone Warehouse product is mistakenly listed at an incorrect price, Tiles & Stone Warehouse reserves the right to refuse or cancel any order placed for a product listed at the incorrect price.
Tiles & Stone Warehouse reserves the right to refuse or cancel such an order whether or not the order has been confirmed and payment has been authorized or received.
If payment has already been received and the order is cancelled, Tiles & Stone Warehouse will issue a refund in the amount paid for the cancelled order.
FREIGHT AND DELIVERY
Tile is heavy, fragile merchandise and may require specialized freight transportation.
Delivery methods vary according to the size and quantity of the tile, destination, equipment requirements, and available transportation method.
Certain large-format products may require a forklift or other suitable unloading equipment at the delivery location and may not qualify for liftgate service.
The customer is responsible for ensuring that any unloading equipment or receiving arrangements communicated as necessary for the order are available at delivery.
Detailed freight, delivery, inspection, damage, shortage, and claim requirements are governed by our
Shipping & Damage Policy.
RETURNS, REFUNDS AND FREIGHT REIMBURSEMENT
Eligible returns are subject to a 10% restocking fee, calculated on the merchandise value approved for return.
Tiles & Stone Warehouse may provide delivery to customers at a discounted freight rate, under which the amount charged to the customer is less than the actual transportation cost incurred by Tiles & Stone Warehouse for delivery of the order.
In the event of a return, the customer shall be responsible for the actual outbound freight cost incurred by Tiles & Stone Warehouse, less any delivery or freight amount previously paid by the customer.
The customer shall also be responsible for all costs associated with transporting the returned merchandise to the Tiles & Stone Warehouse warehouse.
Upon request for a return, Tiles & Stone Warehouse will provide the customer by email with a copy of the applicable carrier or freight invoice evidencing the actual outbound freight cost incurred by Tiles & Stone Warehouse.
Any freight or delivery amount previously paid by the customer shall be credited against such actual cost.
No refund shall become due or be issued until the returned merchandise has been received at the Tiles & Stone Warehouse warehouse and inspected by Tiles & Stone Warehouse.
The customer bears responsibility for the merchandise during return transportation and is responsible for ensuring that it is properly packaged, protected, handled, and transported.
Returned merchandise must arrive in the condition required for return under the
Return & Refund Policy.
Any merchandise that arrives broken, chipped, cracked, damaged, missing, opened, altered, or otherwise not in resalable condition shall not qualify for reimbursement, and the value of such merchandise shall be deducted from the refund otherwise due.
Following receipt and inspection, Tiles & Stone Warehouse shall determine the quantity and condition of merchandise eligible for refund.
The final refund amount shall be calculated after deduction of the 10% restocking fee and all other amounts for which the customer is responsible under these Terms and the
Return & Refund Policy, including applicable outbound freight costs, return transportation costs incurred by Tiles & Stone Warehouse, and the value of merchandise that does not qualify for refund.
INCORPORATED POLICIES
These Terms & Conditions, together with the
Return & Refund Policy and
Shipping & Damage Policy, govern purchases made from Tiles & Stone Warehouse.
The Return & Refund Policy and
Shipping & Damage Policy are incorporated into these Terms & Conditions by reference and form part of the agreement between the customer and Tiles & Stone Warehouse.
By placing an order, the customer acknowledges that they have had the opportunity to review and agree to these Terms & Conditions and the incorporated policies applicable to their order.
POLICY APPLICABLE TO THE ORDER
Tiles & Stone Warehouse may update these Terms & Conditions and its related policies from time to time.
The Terms & Conditions,
Return & Refund Policy, and
Shipping & Damage Policy in effect at the time the customer places the order shall apply to that order.
LIMITATION OF LIABILITY
To the maximum extent permitted by applicable law, Tiles & Stone Warehouse shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or relating to the purchase, delivery, installation, use, removal, or replacement of merchandise.
Without limiting the foregoing, Tiles & Stone Warehouse shall not be responsible for third-party labor charges, installer or contractor fees, demolition or removal costs, reinstallation costs, project delays, loss of use, lost profits, or other consequential expenses.
To the maximum extent permitted by applicable law, the total liability of Tiles & Stone Warehouse arising from any claim relating to merchandise shall not exceed the amount actually paid to Tiles & Stone Warehouse for the merchandise giving rise to the claim.
GOVERNING LAW AND JURISDICTION
These Terms & Conditions and all incorporated policies shall be governed by and construed in accordance with the laws of the State of Florida, without regard to its conflict-of-law principles.
Any legal action, suit, or proceeding arising out of or relating to these Terms & Conditions, the incorporated policies, or a purchase from Tiles & Stone Warehouse shall be brought exclusively in the appropriate state or federal court located in Miami-Dade County, Florida, and each party consents to the personal jurisdiction of such courts.
SEVERABILITY
If any provision of these Terms & Conditions or any incorporated policy is determined by a court of competent jurisdiction to be invalid, illegal, or unenforceable, that provision shall be enforced to the maximum extent permitted by law, and the remaining provisions shall remain in full force and effect.
ENTIRE AGREEMENT
These Terms & Conditions, together with the
Return & Refund Policy,
Shipping & Damage Policy, applicable Sales Order, and any other terms expressly incorporated herein or applicable to the customer’s order, constitute the agreement between the customer and Tiles & Stone Warehouse concerning the purchase.
