Effective date: July 2, 2026
This Refund and Returns Policy applies to purchases made through tileishart.com. TileishArt is operated by ATLAS HOME COLLECTIVE LLC, a Wyoming limited liability company. Our handcrafted products are produced, prepared, and shipped from Fez, Morocco, to customers worldwide.
Because many of our products are handmade, customized, or made to order, please review all product details, dimensions, finishes, colors, and delivery information carefully before completing your purchase.
1. Return Request Period
For eligible non-custom products, you may request a return within 14 days of delivery.
To request a return, contact support@tileishart.com before sending any item back.
Returns sent without prior written authorization may be refused or delayed.
2. Return Eligibility
To be eligible for a return, the item must:
- Be unused, uninstalled, and in its original condition.
- Include all original parts, accessories, packaging, and documentation.
- Show no signs of installation, plumbing connection, alteration, misuse, or damage caused after delivery.
- Be securely repackaged to prevent damage during return transportation.
- Be returned using the instructions and return address provided by our support team.
We may request photographs of the item and its packaging before approving a return.
3. Custom, Personalized, and Made-to-Order Products
Custom, personalized, and made-to-order products are generally not eligible for return or exchange unless they arrive damaged, defective, or materially different from the approved order specifications.
This includes, but is not limited to:
- Custom sizes, colors, patterns, shapes, or finishes.
- Made-to-order ceramic sinks.
- Custom mosaic tables and mosaic tabletops.
- Custom brass or copper sinks.
- Custom faucets and bathroom accessories.
- Products manufactured according to customer-supplied measurements, drawings, photographs, or design references.
Handmade variations in color, glaze, brushwork, mosaic arrangement, grout, hammering, texture, patina, dimensions, and finish are natural characteristics of artisan-made products and are not considered defects.
4. Non-Returnable Items
The following items are not eligible for return:
- Custom, personalized, or made-to-order items, except where damaged, defective, or incorrect.
- Items that have been installed, assembled, modified, cut, drilled, sealed, plumbed, or used.
- Items damaged after delivery because of improper handling, installation, storage, cleaning, or maintenance.
- Items returned without authorization.
- Clearance, final-sale, or discontinued products clearly marked as non-returnable.
- Gift cards or downloadable products, where applicable.
5. Damaged, Defective, or Incorrect Items
Please inspect your order immediately after delivery.
If an item arrives damaged, defective, incomplete, or different from what you ordered, contact us as soon as possible at support@tileishart.com.
Please include:
- Your order number.
- A clear description of the problem.
- Photographs of the complete product.
- Close-up photographs of the damage or defect.
- Photographs of the outer packaging, inner packaging, and shipping label.
- A video where useful to demonstrate the issue.
Please keep all packaging materials until the claim has been reviewed. The carrier or insurer may require the original packaging for inspection.
After reviewing the evidence, we may offer an appropriate solution, including:
- Replacement parts.
- Repair instructions or repair support.
- A replacement product.
- A partial refund.
- A full refund, where appropriate.
The solution offered will depend on the nature of the issue, the product, the availability of replacement parts, shipping conditions, and applicable law.
6. Return Shipping Costs
For returns based on a change of mind, ordering error, incorrect measurement, or customer preference, the customer is responsible for all return shipping costs.
Original shipping charges, express shipping fees, customs duties, import taxes, brokerage charges, storage fees, and other delivery-related costs are generally non-refundable.
If the return is approved because the item is confirmed to be defective, incorrect, or damaged before delivery, TileishArt will provide instructions regarding the available remedy and any applicable return shipping arrangement.
Because many of our products are large, fragile, or heavy, including mosaic tables, ceramic sinks, brass sinks, and copper sinks, return shipping may be expensive. Customers should obtain approval before arranging any return transportation.
7. Return Address
Do not return products to our Wyoming registered company address or to any address shown on a shipping label without written approval.
After your return request is approved, our support team will provide the correct return address and shipping instructions. Depending on the product and destination, the return location may be in Morocco or another designated facility.
8. Refund Processing
Once an authorized return is received, we will inspect the item and notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method used at checkout. The time required for the refund to appear in your account depends on your bank, card issuer, Stripe, or the payment provider used for the transaction.
We reserve the right to reduce or refuse a refund if the returned item:
- Is damaged, used, installed, altered, incomplete, or improperly packaged.
- Is missing original parts, accessories, or documentation.
- Was returned without authorization.
- Does not meet the conditions described in this policy.
9. Order Cancellations
If you wish to cancel an order, contact us immediately at support@tileishart.com.
Cancellation requests may be accepted before production, purchasing, customization, or preparation has begun.
Once production or customization has started, cancellation may no longer be possible. If cancellation is still possible after costs have already been incurred, those costs may be deducted from any approved refund.
Orders that have already shipped cannot be cancelled and must follow the applicable return procedure.
10. Exchanges
We do not process automatic exchanges.
For an eligible standard product, the original item must first be returned and approved. You may then place a separate order for the replacement product.
Custom and made-to-order products are not exchangeable unless they are confirmed to be damaged, defective, or materially different from the approved specifications.
11. Refused, Unclaimed, or Undeliverable Shipments
Customers are responsible for providing a complete and accurate delivery address, telephone number, and any information required by the carrier or customs authority.
If a shipment is refused, unclaimed, abandoned, or returned because of an incorrect address, missed delivery, unpaid customs charges, or failure to cooperate with the carrier, the customer may be responsible for:
- Original shipping costs.
- Return shipping costs.
- Storage, customs, brokerage, and handling charges.
- Re-delivery costs.
- Any loss or disposal charges applied by the carrier or customs authority.
Any refund will be considered only after the product is safely returned and inspected, and applicable costs may be deducted.
12. Customs Duties and Import Taxes
International customers may be required to pay customs duties, import taxes, brokerage fees, or local charges imposed by the destination country.
Unless expressly stated otherwise at checkout, these charges are the customer’s responsibility and are not refundable by TileishArt.
Refusing delivery because of customs charges does not automatically qualify the order for a full refund.
13. Product Measurements and Installation
Customers are responsible for checking all dimensions, installation requirements, plumbing compatibility, countertop openings, wall connections, and space limitations before ordering or installing a product.
Because our products are handmade, small dimensional variations may occur. We recommend that final cutouts, cabinetry, countertops, plumbing connections, and installation work be completed only after the physical product has been received and professionally measured.
Installation costs, removal costs, labor costs, plumbing costs, countertop modifications, and related expenses are not refundable unless required by applicable law.
14. Consumer Rights
Nothing in this policy limits any non-waivable consumer rights available under the laws applicable in your country or region.
Where mandatory consumer protection law provides greater rights than this policy, those mandatory rights will apply.
15. Contact Us
For return, refund, cancellation, or damaged-item requests, contact:
ATLAS HOME COLLECTIVE LLC
Operating under the TileishArt brand
Wyoming, United States
Production and shipping origin: Fez, Morocco
Customer Support:
support@tileishart.com
Telephone:
+1 202-773-4726
Website:
https://tileishart.com