Refund policy

Return & Damage Policy

Soni Interiors LLC

Last Updated: September 1, 2026

At a Glance
Return window 30 days from date of purchase.
Restocking fee 20% on all regular-price merchandise.
Never returnable Special order, custom, assembled, open box, cut or installed material, discounted and special buy products.
Damage claims Must be reported before you leave with the material, or within 48 hours of delivery
Large format tile 5%–7% breakage is expected and is not covered
Customer-transported goods Not covered once loaded into your vehicle
Proof of purchase Required for every return

1. Return Window

Merchandise may be returned or exchanged within 30 days. After 30 days, we cannot accept a return or exchange for any reason, including unopened cartons in original condition.

The 30-day period runs from the date of purchase.

We recommend confirming your material quantities and colors before this window closes. Renovation timelines often run longer than 30 days, and material set aside for a project that starts later will fall outside the return period.

2. Condition Requirements

To be accepted, returned merchandise must be:

  • In original, unopened, undamaged manufacturer packaging, with all labels, lot numbers, and barcodes intact and legible
  • In full, uncut cartons or bundles. We cannot accept partial cartons, loose pieces, or material that has been cut, trimmed, drilled, sanded, sealed, stained, or otherwise modified
  • Free of installation adhesive, mortar, grout, caulk, paint, or hardware
  • Accompanied by proof of purchase: your original invoice, receipt, or order number

Material that has been installed, even partially, cannot be returned. Once material is installed, it is considered accepted.

We inspect all returned merchandise before issuing a refund or credit. We reserve the right to decline a return, or to reduce the refund, if the material does not meet these conditions.

3. Non-Returnable Items

The following are final sale and cannot be returned or exchanged under any circumstances:

  • Special order products — anything ordered from a manufacturer or supplier specifically for you and not held in our regular inventory
  • Custom products — including custom-sized, custom-finished, custom-cut, or made-to-order items
  • Fabricated countertops and slabs — once a slab has been templated, cut, polished, or edged
  • Assembled products — including assembled cabinets, vanities, and any item we or a third party assembled at your request
  • Open box merchandise — items sold as open box, floor models, display units, or "as is"
  • Cut-to-length material — including moldings, trim, and any product cut to your specification
  • Installed material of any kind
  • Discounted products — anything purchased at a reduced or promotional price, including Green Tag Sale merchandise
  • Special buy products — closeout, overstock, one-time-buy, and limited-run inventory

4. Restocking Fees

A 20% restocking fee applies to returns of:

  • All regular-price merchandise.

The fee is calculated on the price you paid and is deducted from your refund. Example: $1,000 of discounted tile returned in acceptable condition refunds $800.

Restocking fees cover the cost of inspection, re-shelving, repackaging, and the loss in value of material that has left our warehouse.

5. How to Start a Return

In-store purchases. Bring the merchandise and your receipt to the location where you purchased it during business hours. Please do not bring material back without confirming it is eligible — call ahead if you are unsure.

Online purchases. Contact us at support@soniinteriors.com or (407) 636-8723 with your order number before shipping anything back. Returns sent without prior authorization may be refused.

Return shipping. The customer is obligated to pay for any shipment fees in relation to a return.

Merchandise returned by freight remains your responsibility until it arrives at our facility in acceptable condition. We recommend insuring the shipment.

6. Refunds

Method. Approved refunds are issued to the original method of payment.

Timing. Refunds are processed within [5–7] business days of our inspection. Depending on your bank or card issuer, funds may take an additional [3–10] business days to appear.

Cash purchases. Cash refunds will be issued by check and mailed within [10] business days.

Financed purchases. If you paid using a Synchrony Bank credit account, refunds are credited back to that account. Your obligation to make payments to Synchrony continues under your account agreement until the credit posts. Questions about your account balance, statements, or promotional financing terms should be directed to Synchrony.

Delivery and freight charges are non-refundable, except where a return results from our error or a defect in the product.

7. Exchanges

Exchanges follow the same 30-day window, condition requirements, and exclusions as returns. If the replacement item costs more, you pay the difference. If it costs less, the difference is refunded under Section 6, less any applicable restocking fee.

Dye lot and shade variation is normal in tile, stone, and flooring. Material exchanged or reordered later may not match your original lot. We cannot guarantee lot availability after your original purchase.

8. Inspecting and Receiving Your Material

You are responsible for inspecting all material before you accept it.

At pickup. Inspect your material at our counter or loading area before it is loaded into your vehicle. Once you sign for and take possession of the material, it is considered inspected and received in good condition.

At delivery. Inspect the shipment before signing the delivery receipt or bill of lading. If you see damage, shortage, or the wrong product:

  1. Note it on the delivery receipt before signing. Write specifically what is wrong — "3 boxes crushed," not "subject to inspection." A clean signature is treated as confirmation that the shipment arrived complete and undamaged.
  2. Photograph the damage, the packaging, and the pallet as it sits on the truck if possible.
  3. Contact us within 48 hours at support@soniinteriors.com or (407) 636-8723.

Claims for damage, shortage, or incorrect product reported after [48 hours] of delivery, or after a clean signed delivery receipt, cannot be honored. Freight carriers impose strict claim deadlines on us, and we cannot recover on a claim we learn about too late.

Please keep all original packaging and damaged material until your claim is resolved. Discarded material cannot be inspected or claimed.

9. Large Format Tile and Breakage Allowance

Large format tile is heavy, thin relative to its size, and inherently fragile. Breakage of 5% to 7% on a large format tile order is normal and expected, and is not a defect.

Soni Interiors is not responsible for breakage within that 5%–7% range, or for any tile damaged during loading, unloading, transport, handling, staging, or installation.

Order extra material. Industry practice is to order 10% to 15% above your measured square footage to account for breakage, cuts, waste, pattern layout, and future repairs. For large format tile, diagonal layouts, or complex rooms, order toward the higher end. Your salesperson can help calculate this.

If breakage on delivery substantially exceeds 7% and was reported at receipt under Section 8, contact us and we will review the claim.

This allowance covers breakage. It does not affect your rights regarding a genuine manufacturing defect, which is addressed in Section 13.

10. Transporting Your Own Material

Building material requires appropriate vehicles and equipment to transport safely.

If you transport material in your own vehicle, Soni Interiors is not responsible for any damage to the product once it is loaded, regardless of who loaded it. This includes damage caused by improper stacking, unsecured loads, road vibration, sudden stops, weather exposure, or a vehicle unsuited to the material.

Please keep the following in mind:

  • Large format tile, slabs, and long-plank flooring require a flat, fully supported surface and cannot be transported safely in most passenger vehicles, SUVs, or short-bed trucks. Material that overhangs, flexes, or stands on edge will break.
  • Slabs and countertops require an A-frame rack and proper strapping. We cannot load slabs into a vehicle that is not equipped for them.
  • Secure your load. Material must be strapped and padded. Movement during transport is the most common cause of breakage.
  • Cover your material. Flooring, cabinets, and moldings are damaged by rain and moisture.

Our team may assist with loading as a courtesy. That assistance does not transfer responsibility for the material to us, and does not extend to how the load is secured or driven.

If you are unsure whether your vehicle is suitable, ask before you arrive. We offer delivery, and delivered material is covered under Section 8 until you sign for it.

11. Special Orders

Special order merchandise is purchased from the manufacturer specifically for you. It is non-returnable and non-cancellable once the order is placed with our supplier.

  • Special orders require full payment at the time of order. 
  • Deposits on special orders are non-refundable.
  • Estimated lead times are provided by the manufacturer and are not guaranteed. Delays by a manufacturer or carrier are not grounds for cancellation or refund.
  • Please verify color, finish, size, quantity, and specifications carefully before approving a special order. We will confirm these with you in writing before placing the order.

12. Order Cancellations and Uncollected Material

Cancellations. In-stock orders may be cancelled before pickup, delivery, or shipment. Once an order has shipped or been loaded onto a delivery vehicle, it becomes a return and is subject to this policy. Special orders cannot be cancelled (Section 11).

Uncollected material. Paid material held for pickup is stored free of charge for [30] days. After 30 days, we may charge a storage fee of $100 per week.

We will attempt to contact you at the phone number and email on your order before taking any action.

13. Manufacturer Warranties and Defective Material

A warranty claim is different from a return. Returns are governed by the 30-day window above. Manufacturer warranties are separate, run for the period the manufacturer specifies, and are administered by the manufacturer.

Products we sell may carry a manufacturer's warranty covering defects in materials or workmanship. Warranty terms, coverage, exclusions, and remedies are set by the manufacturer, not by Soni Interiors. We will help you file a claim and provide the documentation you need.

Manufacturer warranties typically do not cover:

  • Damage from improper installation, subfloor preparation, or moisture
  • Normal wear, scratches, dents, staining, or fading
  • Shade, veining, and dye lot variation, which are natural characteristics of tile, stone, and wood
  • Material installed with a visible defect. Inspect every piece before installation. Installing visibly defective material is generally treated by manufacturers as acceptance of it.

Except where the law provides otherwise, merchandise is sold as-is beyond the applicable manufacturer's warranty, and Soni Interiors disclaims any implied warranty of merchantability or fitness for a particular purpose to the fullest extent permitted by law. Our liability on any claim is limited to the purchase price of the material at issue. We are not liable for labor, installation or removal costs, disposal, delay, loss of use, or other incidental or consequential damages.

14. Shade, Veining, and Lot Variation

Tile, natural stone, quartz, engineered wood, and vinyl are manufactured or quarried in lots that vary in color, veining, and shade. Product photographs, samples, and display pieces are representative and will not match your material exactly.

Variation is a characteristic of the product, not a defect, and is not grounds for return outside the standard 30-day window and conditions. We strongly recommend viewing actual material in person and buying all material for a project in a single lot.

15. Price Match

Our price match guarantee is a pricing policy, not a return policy. Price match requests must be submitted at or before the time of purchase with documentation of the competitor's current advertised price for identical, in-stock material. Price matching will not exceed 10% of our product's listed price.

16. Fraud, Chargebacks, and Abuse

We reserve the right to refuse a return, limit or decline a sale, or require additional verification where we identify fraud, serial returns, resale of returned material, or abuse of this policy.

If you have a concern about a charge, please contact us first. Filing a chargeback without contacting us may delay resolution, and we will provide the card issuer with your signed invoice, delivery receipt, and this policy.

17. Florida Posted Notice

This policy is posted at the point of sale in each of our showrooms, printed on our invoices, and published at soniinteriorssupply.com.

[Note for internal review: Florida Statute § 501.142 requires a retail establishment that does not offer full cash or credit refunds to conspicuously post its refund policy at the point of sale. Where the required notice is not posted, a customer may be entitled to a refund on unused, undamaged merchandise returned within 7 days of purchase with proof of purchase. Confirm with counsel that your posting and invoice placement satisfy the statute — this section is the cheapest insurance in the whole document.]

18. Changes to This Policy

We may update this policy at any time. The policy in effect on the date of your purchase governs your order. The current version is always available at soniinteriorssupply.com.

19. Questions

Soni Interiors LLC 1028 E Altamonte Dr, Altamonte Springs, FL 32701

Email: support@soniinteriors.com Phone: (407) 636-8723 Hours: Monday–Friday 9am–5pm ET, Saturday 10am–2pm ET

Our locations:

  • Altamonte — 1028 E Altamonte Dr, Altamonte Springs, FL 32701
  • Florida Mall — 1675 Sunlife Path, Orlando, FL 32809
  • Sanford — 201 Hickman Dr, Sanford, FL 32771

This policy is provided for informational purposes and does not constitute legal advice. Have it reviewed by a licensed attorney before publishing.