We will replace (never refund) any tiles that are deemed unfit as long as the tiles have not been altered, cut, installed or used in any way. This excludes all of the characteristics described above in INSPECTING THE TILE. Claims must be made within 72 hours of the tile arriving, and must be accompanied by detailed photo and written documentation and emailed to sales@thatcherstudio.com. By commencing the installation, the buyer has approved the tiles and no claims for replacement may be made. It is imperative that any tile issues are addressed prior to cutting or installing. Thatcher is not responsible for material that has been either cut or installed, and is not liable for any installation or other expenses, even if tiles are incorrect, damaged, or otherwise unacceptable.