Return & cancellation policies on tile orders.
RETURN POLICY - OUTERclé does NOT accept returns on our products to avoid any inconsistencies in our inventory. We recommend that you view multiple samples before placing an order. Please note that samples or website photography are not intended to be replicas of a full tile order but instead give you a sense of the collection's general look and feel. Batch-to-batch variation is expected with any artisan tile or natural stone, and we suggest ordering three to four samples of the same product to help understand the general variation level.
STANDARD CANCELLATION POLICY - OUTERclé only accepts cancellations within 3 hours from the time your confirmation email is sent. Outside of this timeframe, orders cannot be canceled. Please note that this 3-hour window also applies to editing or adding to a full order placed with OUTERclé.
PLEASE NOTE - To cancel your order within 3 hours from the time the order confirmation was sent, please either email us at contact@outercle.com with your invoice number or call us directly during regular business hours (Monday - Friday 7am - 5pm PST) at 415-785-1015.
MADE-TO-ORDER CANCELLATION/EDIT POLICY - Please take note when ordering if you are ordering a tile that is a material we stock or if this is a material that is “made to order.” All made-to-order tiles are confirmed and sent to the respective studio for production 3 hours after your confirmation email is sent. After the 3-hour time limit has expired, OUTERclé can no longer make any changes to your order. This includes reducing, adding, editing, or canceling the order.
PLEASE NOTE - All lead times and delivery dates are estimates, and various factors might delay an order. Please anticipate potential delays with any tile order. Once your order has been sent to the production studio, OUTERclé cannot cancel the order, even if the tile has not shipped yet.
SALE AND SPECIAL EVENTS CANCELLATION POLICY - On the rare occasion that OUTERclé offers a sale event - please note that the standard cancellation policy may not apply. Please read the terms and conditions of each specific sale event to ensure you understand the policies for each sale. For sales and sale items, our sale terms and conditions will always supersede our general terms and conditions for cancellations.
RIGHT TO REFUSE BUSINESS - An order may be terminated by OUTERclé for any reason or for no reason at all.