Return and Refund Policy
Last updated: July 4, 2026
This Return and Refund Policy applies to purchases made through DiYoZone. DiYoZone is operated by FINEPOINT TRADING (HONG KONG) LIMITED.
Thank you for shopping at DiYoZone. We want you to feel confident with your purchase and enjoy a smooth DIY home improvement experience.
This policy explains which products are eligible for return, the applicable product-condition requirements, how free return shipping works, and how refunds are calculated.
Return Window
You may request a return for an eligible Full Box product within 30 calendar days from the date the order is delivered.
After your return request is approved, the return package must be shipped within 7 calendar days of receiving the Return Authorization, prepaid return label, and return instructions.
Customer-preference return requests submitted more than 30 calendar days after delivery are not eligible for return.
Products Eligible for Return
Full Box products may be eligible for return when all applicable requirements in this policy are met.
To request a return:
The return request must be submitted within 30 calendar days of delivery.
The order number or other proof of purchase must be provided.
A Return Authorization must be requested and approved before the product is shipped back.
The returned tile sheets must meet the applicable condition requirements described in this policy.
The product should be returned in its original packaging whenever reasonably possible.
The approved prepaid return label provided by DiYoZone must be used unless otherwise agreed in writing.
A Return Authorization gives you permission to send the product back for inspection. It does not guarantee that the return will be approved for a full or partial refund.
Free Return Shipping for Eligible Full Box Products
DiYoZone provides free return shipping for approved eligible Full Box returns delivered within the contiguous United States.
After your return request is approved, we will provide a prepaid return shipping label and return instructions.
Free return shipping applies to eligible Full Box returns, including approved customer-preference returns involving:
- Changing your mind
- Ordering the wrong color, finish, size, style, or quantity
- Deciding the product does not match your space
- No longer needing the product; or
Ordering more product than required.
The prepaid return label is valid only for the approved product, quantity, package, and return shipment described in the Return Authorization.
If you use a different carrier or shipping method without our prior written approval, DiYoZone is not responsible for those shipping costs and will not reimburse them.
The return must be securely packaged to prevent damage during transit. Products damaged because of inadequate return packaging may not qualify for a full refund.
Opened but Unused Full Box Products
Opening the outer shipping carton or product box to inspect the product does not automatically make the product ineligible for return.
An opened Full Box product may still qualify for a full refund of the eligible product price when all tile sheets are:
- Uncut
- Uninstalled
- Not adhered to any surface
- Free from marks, stains, scratches, or damage
- Not modified or altered
- In clean and resalable condition
- Returned with the adhesive backing liner intact; and
Returned with any removable surface protective film intact.
Removing a tile sheet from the box for visual inspection does not by itself make the sheet used, provided the tile sheet continues to meet all conditions above.
Tested or Partially Used Full Box Products
We understand that a customer may need to test a tile sheet to evaluate its color, finish, texture, fit, or adhesion.
A tile sheet is considered used and is not eligible for a refund if it has been:
- Cut or trimmed
- Installed or adhered to a surface
- Marked, painted, drilled, or otherwise modified
- Damaged after delivery
- Stripped of its adhesive backing liner; or
Stripped of its removable surface protective film.
If one or more tile sheets from a Full Box have been used, the used sheets are non-returnable.
However, the remaining tile sheets from the same box may still be eligible for a prorated refund if they are:
- Unused
- Uncut
- Unpeeled
- Uninstalled
- Undamaged; and
In clean and resalable condition.
Approved returns of the remaining eligible tile sheets will also qualify for free return shipping under this policy.
All returned tile sheets will be inspected before a prorated refund is approved.
Prorated Refund Calculation
The prorated refund will be calculated using the product amount actually paid for the Full Box:
Any product-level or order-level discounts applied to the original purchase will be reflected proportionally in the refund calculation.
Any original shipping charges paid by the customer, including expedited shipping charges, are not included in the prorated product refund unless the return is caused by a damaged, defective, or incorrect item.
Sample Orders
Sample orders are intended to help customers evaluate the color, finish, texture, thickness, and material before purchasing a Full Box.
Sample orders are final sale and are not eligible for a return or refund due to:
- A change of mind
- Color or style preference
- The Sample not matching the customer’s décor
- The customer no longer needing the product; or
Other customer-preference reasons.
We recommend ordering a Sample before placing a Full Box order when an exact color, finish, or texture match is important.
The final-sale rule does not apply when a Sample arrives damaged, defective, or different from the product ordered. These issues are covered by the Damaged, Defective, or Incorrect Items section below.
Damaged, Defective, or Incorrect Items
Please inspect all tile sheets before cutting or installation.
For visible shipping damage or an incorrect item, contact us at support@diyozone.com within 48 hours of delivery whenever reasonably possible.
If a defect could not reasonably have been discovered during the initial inspection, contact us promptly after discovering the issue and before continuing with installation.
Please provide:
- Your order number
- A description of the issue
- Clear photographs of the affected tile sheets
- Photographs of the product packaging and shipping carton when shipping damage is involved; and
The quantity of tile sheets affected.
Please do not install a product that appears damaged, defective, or incorrect. Continuing to cut or install the product after discovering an issue may affect the available remedy.
Once the issue has been reviewed and confirmed:
If the entire product is damaged, defective, or incorrect, we will offer a free replacement or a full refund.
If only part of the product is affected, we will offer a replacement or refund for the affected quantity.
DiYoZone will provide a prepaid return label when the affected product needs to be returned.
DiYoZone will cover reasonable shipping costs associated with an approved damaged, defective, or incorrect-item claim.
Replacement options are subject to product availability.
Customer-Preference Returns
A customer-preference return includes situations such as:
- Changing your mind
- Ordering the wrong color, finish, size, style, or quantity
- Deciding the product does not match your space
- No longer needing the product; or
Ordering more product than required.
For an approved eligible Full Box customer-preference return:
DiYoZone will provide a prepaid return shipping label.
The customer will not be charged for the approved return shipping.
The product must meet the applicable eligibility and condition requirements in this policy.
The return must be securely packaged to prevent damage in transit.
The approved return must be shipped within 7 calendar days of receiving the return instructions.
Original shipping charges paid by the customer, if any, are non-refundable.
DiYoZone does not charge a restocking fee.
Free customer-preference returns do not apply to Sample orders.
Exchanges
We do not process direct exchanges for customer-preference returns.
To choose a different color, finish, style, size, or product, return the eligible product under this policy and place a new order separately.
Damaged, defective, or incorrect items may be replaced as described in the applicable section above.
How to Start a Return
To request a return:
Email support@diyozone.com within 30 calendar days of delivery.
Include your order number, return reason, and the quantity of boxes or tile sheets you wish to return.
Include clear photographs if the product box has been opened or if you are reporting damage, a defect, or an incorrect item.
Our support team will review your request and normally respond within 2 business days.
If the return is eligible, we will send you a Return Authorization, prepaid return shipping label, and the correct return instructions.
Ship the approved return within 7 calendar days of receiving the return instructions.
Do not send a return to the address printed on the original shipping label unless our support team specifically instructs you to do so.
Returns sent without prior authorization may be refused or may experience processing delays.
Return Packaging and Shipping
Securely package all approved returns using the original packaging whenever reasonably possible.
Tile sheets should be protected from bending, impact, moisture, scratching, and movement during transit.
The prepaid return label provided by DiYoZone must be attached to the approved return package.
DiYoZone is not responsible for damage caused by inadequate return packaging or for items added to the return package that were not included in the approved Return Authorization.
Return Inspection
After the return is delivered to our facility, we will normally inspect it within 5 business days.
During inspection, we will confirm:
- The number of tile sheets returned
- Which tile sheets remain eligible for a refund
- Whether the adhesive liners and protective films remain intact
- Whether the tile sheets have been cut, installed, altered, or damaged; and
Whether the product remains in clean and resalable condition.
We will email you after the inspection with the approval status and refund amount.
Refunds
Approved refunds will be issued to the original payment method.
After approval, DiYoZone will normally process the refund within 5–10 business days.
Your bank, credit card issuer, or payment provider may require additional time to post the refund to your account after we process it.
For partial returns, the refund will be limited to the eligible tile sheets received and approved during inspection.
Original shipping charges paid by the customer, including expedited shipping charges, are non-refundable unless the return is caused by a damaged, defective, or incorrect item.
The prepaid return shipping cost provided by DiYoZone for an approved eligible return will not be deducted from the customer’s refund.
We do not charge restocking fees.
Abuse of the Return Policy
DiYoZone reserves the right to refuse a return, limit free return shipping, or reject a refund when there is evidence of:
- Return fraud
- Repeated or excessive misuse of the return policy
- Returning a different product from the product purchased
- Returning fewer items than stated in the Return Authorization
- Intentional product damage
- Use of the prepaid return label for an unauthorized shipment; or
Other activity inconsistent with this policy.
This section does not affect valid claims involving damaged, defective, or incorrect items.
Nothing in this policy limits any rights or remedies available to customers under applicable law.
Contact Us
For questions about returns, replacements, or refunds, contact us:
Email: support@diyozone.com
Phone: +1 213-784-0323
Business Hours: Monday–Friday, 9:00 AM–5:00 PM PT
DiYoZone is operated by:
FINEPOINT TRADING (HONG KONG) LIMITED
Registered Business Address:
RM A5, 7/F, ASTORIA BUILDING
NO. 34 ASHLEY ROAD
TSIM SHA TSUI, KOWLOON
HONG KONG