Returns & Cancellations

We want you to feel confident about your selections. Please contact our showroom before placing your order if you have questions about quantities, finishes, dimensions, compatibility, or delivery.

All sales are final

All sales are final unless your invoice expressly states otherwise or applicable law requires otherwise. This includes requests to cancel an order before shipment. Please review your order carefully before purchasing.

Exceptions approved in writing

If your invoice allows a return or cancellation, email info@sognaretile.com with your order number, item numbers, quantities, and the reason for your request. Obtain written authorization and return instructions before sending any material back.

Any permitted return must meet the conditions and deadlines stated on your invoice or written approval. For voluntary returns, materials must be unused, uninstalled, in resalable condition, and in their original packaging. Any applicable return freight, restocking fees, or other deductions will be confirmed in writing in accordance with your invoice and applicable law. Unapproved returns will not be accepted.

Inspect your delivery

Please inspect materials upon delivery and notify us within 24 hours of damage, shortages, or incorrect items. Photograph the materials, packaging, pallet, and shipping receipt. Keep all packaging and affected materials, and do not install them while the issue is being reviewed. If damage is concealed, report it as soon as you discover it.

Before signing a delivery receipt, inspect the shipment and clearly record any visible damage or shortage on the receipt. A clear receipt can make a freight claim harder to establish. For detailed delivery and claim instructions, please read our Shipping, Cancellations & Damage Claims policy.

Freight claims and replacement orders

Transit damage can have several causes, and responsibility must be reviewed using the available evidence. Freight claims may take approximately 35–90 days to resolve; timing and outcomes vary.

If your project cannot wait for a claim decision, you may choose to place and pay in full for a separate replacement order. When a claim is settled, we will explain any approved reimbursement, credit, or refund. Any refund or remedy required by law will not be made dependent on a carrier paying a claim.

Approved refunds

Where a refund is authorized or legally required, we will confirm the amount, payment method, and processing details in writing. For an authorized return, inspection of the returned materials may be required before processing, where permitted by law.

We’re here to help

Email info@sognaretile.com or call 714-833-5375 before ordering or if there is an issue with your delivery.

Nothing in this policy limits rights or remedies that cannot be waived under applicable law. The 24-hour reporting request helps us document delivery issues promptly and does not replace any longer period required by law.