Refund policy

Returns, Cancellations & Order Issues

At HAUS, we want you to feel confident in what you order. Because tile and stone are highly visual, natural materials and can vary in tone, texture, and scale, we strongly recommend ordering samples before placing a full order.

We review return requests on a case-by-case basis for eligible stock items. Many HAUS products are limited-run, special-order, or sourced in a way that makes standard returns difficult. The policy below explains what may qualify and how we handle issues if something arrives damaged, defective, or incorrect.

Return Eligibility

Approved returns may be accepted for select in-stock items within 30 days of delivery, subject to the conditions below.

To be eligible for return, product must:

be authorized by HAUS in advance
be in original, unopened, sealed cartons only
be unused, uninstalled, uncut, and in resalable condition
be received back within the approved return window
match the exact product and quantity approved in the return authorization

The following items are not eligible for return:

sample orders
special-order or made-to-order items
custom, limited-run, or discontinued items
opened cartons
partial cartons
installed, cut, altered, or damaged material
clearance or final sale items

Return Authorization Required

All returns require prior written approval from HAUS and a Return Merchandise Authorization, or RMA, before anything is shipped back.

To request a return, please email infohaus@bsd.group with:

your order number
the item(s) you would like to return
quantity being returned
reason for the return
photos of the unopened cartons and current condition of the material

If approved, we will provide return instructions and an RMA number. Returns sent without prior authorization may be refused or not processed.

Return Shipping & Restocking Fee

Approved returns are subject to a 15% restocking fee.

Original shipping charges are non-refundable, and customers are responsible for all return shipping costs. Return shipments must be packaged securely and, when appropriate, insured by the customer. HAUS is not responsible for damage that occurs in transit during the return shipment.

Refunds

Once the returned material is received and inspected, approved refunds are typically processed within 7 to 10 business days to the original payment method.

Refunds will reflect:

the approved returned merchandise total
less the 15% restocking fee
less any original shipping charges

If returned product arrives opened, damaged, incomplete, or otherwise not in resalable condition, the return may be denied in full or adjusted accordingly.

Cancellations & Order Changes

If you need to cancel or modify an order, contact us as soon as possible at infohaus@bsd.group.

If the order has not yet shipped, we will do our best to accommodate changes or cancellations. Once an order has been prepared for shipment or has been assigned tracking, it may no longer be eligible for cancellation and may instead fall under our return guidelines, if eligible.

Please do not refuse delivery. Refused shipments may incur return freight, carrier fees, and restocking charges.

Damaged, Defective, Short, or Incorrect Orders

Please inspect your order promptly upon delivery.

If your shipment arrives damaged, defective, short, or incorrect, contact us within 48 hours of delivery at infohaus@bds.group and include:

your order number
a description of the issue
photos of the product, packaging, and shipping label
confirmation that the product has not been cut or installed

We will review the issue and work with you to make it right, which may include a replacement, partial credit, or other appropriate resolution.

No claims can be honored after product has been cut, installed, or otherwise altered.

Natural Variation & Sample Expectations

Many HAUS products are made from natural stone, handcrafted materials, or specialty finishes. Variation in veining, tone, shade, texture, and surface character is part of the beauty of the material and is not considered a defect.

Because screen displays and photography can vary, we strongly encourage customers to order samples before placing a full order.

Exchanges

We do not offer direct exchanges at this time. If you need a different material, our team can help guide you to a new selection and advise on whether your original order qualifies for return review.