ALERT: As of now we are not accepting any returns. The return policy below is no longer in effect due to the COVID-19 pandemic. All item(s) purchased on March of 2020 or after will be non-returnable items. We are continually monitoring this situation and will update this policy accordingly.
Products must be returned to ModuTile for a refund if they are defective or do not meet the specifications described on the website. Products are only accepted for return if they were purchased directly through the ModuTile. In addition, full cases purchased must be sent back in full cases. Partial boxes nor partial courts (this applies to the court kits online only, excludes custom courts) will be approved for return unless the tiles were purchased as individual items.
It is the customer’s responsibility to ensure that the product and color purchased are appropriate based upon the information on the website. The cost of shipping will not be returned if ModuTile deems the product as within specifications. All shipping cost and associated fees will be deducted; if the product is rejected by the buyer or fails to make appropriate arrangement to sign for package, and or fails to pick up from terminal. Orders under $75.00 are not returnable.
All merchandise should be returned to ModuTile freight prepaid at customer’s expense. If a customer requests a prepaid return label, ModuTile will e-mail a drop-off only prepaid label with FedEx or a bill of lading with freight carrier. If additional services requested by customer to carrier (such as FedEx pick-up versus drop off) or if the freight carrier does any other special request that was not stated on bill of lading, there will be an additional charge deducted from the total refund. Please consider purchasing shipping insurance when sending the returned product. We cannot guarantee that we will receive the product.
The original shipping charge will not be returned unless incorrect merchandise was sent, the merchandise was sent to the wrong location, or if the merchandise was damaged in transit. If the shipment was damaged in transit, you must file a report with UPS, FedEx or the LTL carrier in order for us to initiate a claim.
- The product must be returned in its original condition as when it arrived to you within 30 days of the date of delivery.
- The product must not have been installed, removed and then returned.
- Contact us at support@modutile.com to retrieve an RMA # (Return Merchandise Authorization) number and return address.
- Customers are responsible for all return shipping costs. You may use any carrier of your choice.
Return Address:
ModuTile Returns
8798 Westpark Dr.
Houston, TX 77063
(713) 595-2040 x 207
After we receive the product, it will be inspected for quality. Any product not returned due to quality issues are subject to a 25% re-stocking fee. Upon completion of our quality inspection, there will be a minimum of 50% re-stocking fee for products deemed used (installed, then removed and returned). If returned products are deemed not restockable, you will be notified via e-mail. The non-restockable items will not be credited to your account.
Non-returnable Items
Any custom flooring done by ModuTile (courts, logos, or any special request such as cutting) are final sales and non-returnable. No refunds of any kind will be permitted on custom ordered flooring regardless of reason. Custom flooring cannot be accepted back for a refund because it is produced as a special request. It is customer’s responsibility to make sure that the customization requested will works for their project. These customizations include, but are not limited to, custom kit dimensions, logos, images, or cutting. If the tiles are for a third party, make sure the dimensions are approved by the final customer prior to requesting ModuTile to make the customized product or alterations to a kit.
Cancellation Request
To cancel or edit your order, please email sales@modutile.com within 30 minutes of placing your order. If an email is not received within the 30 minutes ModuTile cannot guarantee the changes will or can be made. If you do not receive a response right away confirming the change, please call our Customer Service 1-877-MODUTILE .
When an order is cancelled while in route to the ship to address, customer will be deducted the shipping cost of both ways. A re-stocking fee may also apply.
Inspect order for damage or missing product
Once the product has been delivered customers should inspect their order to verify everything has been received. Buyers have 2 weeks from the date the order was delivered to claim any missing parts. After that timeline, ModuTile does not make any replacements.
For damaged products, the LTL carriers delivery receipt must be signed off as damaged. In addition, photos need to be sent over to start a claim to our sales team. The number of damaged tiles should be stated to begin a claim. ModuTile must be notified within 2 days from the date it was delivered on the damaged parts. For FedEx orders, ModuTile will require to receive photos of the damaged product and the count.
Communication will need to be done via email for missing or damaged products. For a product to be considered damaged from transportation it cannot have been installed.
Color Disclaimer
Please be sure to order samples before placing your order. Monitor colors vary dramatically by brand and the surrounding lighting environment. For this reason, we cannot honor our satisfaction guarantee on colors for customers who did not previously order color samples. Due to the variances in the color due to production runs, dye, etc., lot colors may vary for any of the products on this site. Variances are minimal, but there is no way to assure the exact color of the floor tiles or other products on this site when orders are placed. To ensure maximum color consistency, plan your order in advance and place your entire order at the same time. Sample colors may also vary slightly because the samples may come from different production lots.
