Refund policy

Return, Cancellation, and Damage Policy

Last updated: August 17, 2026

This policy applies to purchases from Universe X Services dba Golden Isla Tile.

Order Cancellations

  • A cancellation request must be submitted within 24 hours of purchase and before the material has shipped or been scheduled for delivery.
  • Approved cancellations are subject to a 5% processing fee deducted from the order total.
  • Once an order has shipped or has been scheduled for delivery, it can no longer be canceled and must follow the eligible-return requirements below.
  • Approved refunds are issued to the original payment method and may take 5–10 business days to appear, depending on the bank or card issuer.

Eligible Returns

  • Eligible new and unused items may be returned within 30 days of the shipment date.
  • All approved returns are subject to a 25% restocking fee, except when the return results from an error by Golden Isla Tile.
  • Products must be unused, uninstalled, uncut, and returned in their original packaging.
  • Products sold by the full box must be returned as complete, unopened boxes.
  • Returns require prior authorization. Unauthorized returns may be refused.
  • Golden Isla Tile is not responsible for returned merchandise that is lost or damaged in transit.

Non-Returnable Items

The following items are final sale and cannot be returned or exchanged:

  • Samples and sample orders.
  • Single tile sheets.
  • Glass trim tile.
  • Grout and tile adhesive.
  • Special-order, custom, or personalized products.
  • Used, installed, cut, altered, damaged, incomplete, or opened full-box products.

Damaged, Defective, or Incorrect Products

  • Inspect all products immediately upon delivery and before installation.
  • Damage, defect, shortage, or incorrect-product claims must be reported within 3 calendar days after delivery.
  • Email clear photographs of the product, packaging, shipping label, and affected areas, together with your order number.
  • Approved claims may be resolved through replacement or refund, depending on the circumstances and product availability.
  • Do not install damaged, defective, or incorrect material. Installation constitutes acceptance, and claims involving installed material will not be accepted.
  • If the issue resulted from an error by Golden Isla Tile, the restocking fee will not apply and Golden Isla Tile will cover the authorized return-shipping cost.

Shade, Dye Lot, Size, and Display Variation

Tile and natural stone can vary in shade, color, texture, veining, and size. Website images may also appear different depending on screen settings. We recommend ordering a sample before placing a full order.

We aim to supply a consistent shade or dye lot within each order when available. A later order might not match a previous order because the same lot may no longer be available. Contact us before ordering additional material intended to match an earlier purchase.

Returns or exchanges are not accepted solely because of normal shade, texture, dye-lot, or minor size variation.

How to Request a Cancellation, Return, or Damage Claim

  1. Email goldenislatile@gmail.com with the appropriate subject line: “Cancellation Request,” “Return Request,” or “Damage Claim.”
  2. Include your full name, order number, reason for the request, and photographs when applicable.
  3. Wait for written authorization and return instructions before sending any merchandise.