Refund policy
RETURNS POLICY
Trade Sales Only
Ultimate Tile & Stone operates as a trade-only supplier. All products are sold exclusively for commercial and professional use. Consumer protection legislation applicable to retail consumers does not apply.
30-Day Return Window
Return requests must be submitted within 30 days of delivery. Returns are not automatic and require prior written approval.
Customer Responsibility – Product Selection and Application
It is the customer’s responsibility to ensure that all products ordered are suitable for the intended application, substrate, environment, installation method, and local code requirements.
Ultimate Tile & Stone makes no representations regarding fitness for a particular purpose beyond the manufacturer’s published specifications. No returns, credits, or claims will be accepted for products deemed unsuitable after delivery or installation.
Customers are strongly encouraged to review samples, technical data sheets, and specifications prior to ordering.
Job-Site Delivery Risk
Delivery to a job site is performed at the customer’s request and risk.
Once materials are delivered to a job site or other third-party location:
• Ultimate Tile & Stone is not responsible for loss, theft, weather exposure, damage, or handling after delivery
• Products must be inspected immediately upon delivery
• Title and risk of loss pass to the customer upon delivery or transfer to the carrier, whichever occurs first
Materials left unattended, stored outdoors, exposed to site conditions, or handled by third parties are not eligible for return.
Eligibility for Returns
Approved returns must meet all of the following conditions:
• Product is unused, uninstalled, unopened, and in original, undamaged packaging
• Full cartons only; no partial boxes
• Product is a current, standard stock item
• Product has not been delivered to or stored at a job site
• Proof of purchase is provided
Installed materials, opened cartons, job-site leftovers, over-ordered quantities, or materials exposed to site conditions are strictly non-returnable.
How to Request a Return
To request a return authorization, contact:
Include your order number, product details, quantities, and reason for return.
Returns sent without prior authorization will not be accepted.
Approved returns must be shipped to:
ULTIMATE DISTRIBUTION DBA ULTIMATE TILE & STONE
118-8300 92nd Street
Delta, BC
V4G 0A4
Canada
Shipping, Freight, and Restocking
• All return freight is the responsibility of the customer
• Original shipping and handling charges are non-refundable
• Approved returns may be subject to a restocking fee, depending on product condition and marketability
• Risk of loss remains with the customer until goods are received and inspected
Damages, Defects, and Shipping Errors
All shipments must be inspected immediately upon receipt.
Claims for damaged, defective, or incorrect items must be reported within 48 hours of delivery, accompanied by photographs and relevant documentation.
Failure to report issues within this timeframe may result in denial of the claim.
Where a claim is validated, Ultimate Tile & Stone will determine the appropriate remedy, which may include replacement, credit, or other resolution.
Non-Returnable Items
The following items are non-returnable under any circumstances:
• Special-order or custom products
• Clearance or sale items
• Installed or altered materials
• Opened or partial cartons
• Materials delivered to or stored at job sites
• Products not in resalable condition
Exchanges
We do not offer exchanges. Approved returns must be completed before a new order is placed.
Refunds and Credits
Approved returns will be processed following inspection. Refunds or credits will be issued, at our discretion, to the original payment method or as a store credit within 10 business days.
