Returns & Refunds
AVOID RETURN: We always recommend ordering a sample before placing full order.
We will be happy to refund or exchange a product provided it is in a fully re-saleable condition and you have the till receipt. Returns should be made within 30 days of purchase and in original packaging, all returns must be sent freight prepaid by customer. Fifyh reserves the right to refuse products not returned in a fully re-saleable condition.
We are happy to accept cancellations/amendments within 24 hours of placing the order, after which time a 30% cancellation charge will be applied. We do not accept cancellations if the order has been delivered.
Some products have color variation and occasionally small size variation naturally exist from chip to chip, from sheet to sheet, from job to job. For example, stone or marble mosaic, because they are all made from nature stone or marble, we keep their nature color, did not add any artificial dyer. However, the overall sizes are consistent and will NOT have any negative impact on installation; on the contrary, some small variations on sizes reflect the nature of the products thus making your wall or floor tiling project a more natural one. We cannot accept replacement or refund based on variation.
Due to the color variation among different screens of computers/ tablets/ cell phones, and the color variation caused by different computer screen or browser exists from different pc screens, the possible color variations between the product shown on the screen and actual shipment should not be considered as quality issues. Also, we do encourage you to place a sample order with us before placing full size order. We are committing to match the sample with our full size order shipment.
Defective Product Received
In the unlikely case that your product is defective, please Contact Us as soon as possible and retain the defective item or items. We will determine if the products are defective by consulting with our product manager, manufacturer or industry expert. If it is defective, we will refund your price of the defective products or exchange the defective products with new items for you immediately. Please keep in mind that if there is any defect, please DO NOT install, installation of the products will be regarded as acceptance of products and void a defective claim for returns.
Contact our customer service team with photos of the item so we can fix the problem as quickly as possible, the damage must be reported to Fifyh within 2 business days. If an item is damaged in transit we will replace the damaged product with new item or refund the price of the damaged product, but cannot offer a full order cancellation for a refund. Our products are carefully packaged to avoid damage in shipping.
Wrong Product Shipped
If you believe that you have received something not in your order, please Contact Us on the first available business day. Fifyh may request digital photos of the product received to validate product details, sizes, colors, patterns, etc. If it is determined that the product you have received is correct in terms of color, size, pattern, quality, etc. according to your order, we will not be able to refund or exchange your product, but if the product you have received do not match those that you have ordered, Fifyh will exchange your products with the correct item you want to order or refund your money – it is your choice. Please do not schedule installation of your product until after the product has been received and examined.
I Just Change My Mind To Return The Products Without Any Reason
Fifyh offers a refund within 30 days of delivery date. However, since it is no fault from our end, customer will need to cover/handle return shipping cost. After items are returned and inspected by the warehouse, and the products are in good and resalable condition, after which time a 30% restocking fee (you will get refund for 70% of the product sales, excluding the shipping cost if applicable and tax if applicable) will be issued from your account. All returns must be sent freight prepaid and insured. Original shipping charges will not be refunded. Any items that have been painted, stained, glued or in any way worked upon will not be accepted for return or refund.