Returns & Refund Policy

Effective: 1 July 2025

At Tile House, we are committed to providing high-quality products and excellent service. To ensure transparency and fairness, please review our Returns, Change of Mind and Tile Installation Policy before purchasing, collecting, accepting delivery or installing any products.

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1. Change of Mind & Incorrectly Ordered Items

We understand that customers may sometimes change their mind or accidentally order the incorrect product, quantity, size, colour, finish or model.

For change-of-mind or incorrectly ordered items:

• Returns must be requested and the products must be physically returned to Tile House within 7 days of the purchase date to be considered for a refund.

• Simply emailing, calling or notifying Tile House within the 7-day period does not constitute a return. The goods must be physically returned within the 7-day period.

• All returns must be pre-approved by Tile House.

• The customer must provide the original invoice or acceptable proof of purchase.

• A 20% restocking fee applies to all approved change-of-mind returns.

• Products must be:

  • In their original, unopened packaging

  • In saleable condition

  • Unused and undamaged

  • Free from markings, alterations or modifications.

Returns After 7 Days

For change-of-mind or incorrectly ordered products physically returned after 7 days, Tile House does not provide a monetary refund.

Where Tile House agrees to accept a return after the 7-day period, the return will be provided as a Tile House store credit only, subject to approval and the applicable 20% restocking fee.

Acceptance of any return after 7 days is at Tile House's discretion for change-of-mind and incorrectly ordered items.

Products that have been installed, laid, cut, glued, marked, modified, opened where this affects resale, damaged or otherwise used are not eligible for a change-of-mind return or credit.

Return freight, transport and delivery costs are the customer's responsibility, unless otherwise agreed by Tile House in writing.

If a different item is required because the incorrect product was ordered, any replacement will be treated as a new order and will be subject to current pricing and availability.

Important: The above time limits and conditions apply to change-of-mind and incorrectly ordered products. They do not exclude or limit any rights or remedies a customer may have for faulty or defective goods under the Australian Consumer Law.

2. Damaged Products & Delivery Damage

Customers are responsible for checking products as soon as reasonably possible following collection or delivery.

Any visible breakage, chipping or delivery damage should be reported to Tile House within 24 hours of receiving the goods, together with clear photographs and the relevant invoice number.

Products damaged after collection or delivery due to handling, storage, transport, cutting, installation or other third-party activity will not be accepted as a change-of-mind return.

The 24-hour notification requirement does not exclude any rights a customer may have under the Australian Consumer Law where those rights apply.

3. Custom Orders, Special Orders & Clearance Items

The following products are not eligible for change-of-mind returns:

• Custom-made or made-to-order products

• Special-order products not normally held in stock

• Clearance products

• Discontinued products

• End-of-line stock

• Products specifically ordered or sourced at the customer's request.

If a product is faulty, defective or otherwise fails to comply with a consumer guarantee under the Australian Consumer Law, the customer's statutory rights continue to apply.

4. How to Submit a Return Request

To request a return:

1. Email info@tilehouse.com.au.

2. Provide:

   • Your invoice number

   • The products and quantities being returned

   • The reason for the return

   • Clear photographs, where damage, a fault or an incorrect product is involved.

3. For a change-of-mind refund within the 7-day period, the products must be physically returned to Tile House within 7 days of the purchase date.

4. Receiving an email, telephone call or return request within 7 days does not extend the physical return deadline unless Tile House expressly agrees otherwise in writing.

5. Receiving an email, telephone call or return request within 7 days does not extend the physical return deadline unless Tile House expressly agrees otherwise in writing.

6. Return transport and associated costs are the customer's responsibility unless otherwise agreed in writing.

5. Final Inspection, Refunds & Credits

All returned products are subject to a final inspection by Tile House before any change-of-mind refund or credit is approved.

Tile House may reject a change-of-mind return where the product does not meet the conditions set out in this policy.

For approved change-of-mind returns:

• Products physically returned within the applicable 7-day period may be eligible for a refund, less the applicable 20% restocking fee.

• Approved returns accepted after 7 days will be issued as store credit only, less the applicable restocking fee.

• Refunds or credits will generally be processed within 7–10 business days after the products have been physically received and inspected by Tile House.

These conditions do not limit remedies that may be available under the Australian Consumer Law for goods that fail to meet a consumer guarantee.

6. Tile Inspection, Shade Variation & Installation

Tiles are manufactured in production batches, and natural and manufactured products may have variations between samples, showroom displays, photographs, production batches and individual pieces.

Variations may include colour, shade, tone, texture, pattern, veining, surface appearance, finish, calibre and dimensions.

Reasonable variation is an inherent characteristic of many tile products and should be considered when selecting and installing tiles.

Inspection Before Installation

Customers and/or their installer must inspect all tiles before installation begins.

This includes checking:

• Product and product code

• Quantity

• Size and dimensions

• Colour

• Shade and tone

• Batch

• Calibre

• Texture

• Pattern and finish

• Visible chips, cracks or damage

• Any other visible issue or discrepancy.

If there is a visible issue, discrepancy or concern, the tiles should not be installed. Tile House should be contacted before installation so the matter can be reviewed.

Customers should ensure their tiler, builder or installer performs this inspection before commencing work.

Once tiles have been laid, cut, glued, installed or otherwise used, they are not eligible for a change-of-mind return. Installation may also be relevant when assessing whether an alleged issue was reasonably identifiable before installation.

Nothing in this section excludes any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

Shade, Batch & Texture Variations

Customers should check that tiles being installed together are suitable in batch, shade, calibre and overall appearance before installation.

Where different batches have been supplied or accepted, differences in shade, colour, tone, texture, finish or calibre may occur.

Tiles should be mixed appropriately across boxes during installation where recommended to achieve a balanced appearance.

Additional & Subsequent Orders

Tile House cannot guarantee that tiles purchased at a later date will be from the same production batch as tiles previously purchased.

Additional quantities may vary in colour, shade, tone, texture, calibre, finish or dimensions.

Customers should therefore ensure that sufficient quantities are purchased before installation begins, including an appropriate allowance for cuts, wastage and future replacement requirements.

7. Measurements & Quantities

Customers are responsible for confirming their required measurements and quantities before placing an order unless Tile House has expressly agreed in writing to provide a particular measurement or quantity service.

Where measurements or quantities are supplied by a customer, builder, tiler, designer or other third party, Tile House is not responsible for errors in those measurements or calculations.

Customers should allow an appropriate amount of additional material for cuts, wastage, breakage, pattern matching and future repairs.

8. Installation & Third-Party Trades

Tile House is a supplier of products.

Unless installation services have been expressly included in a written agreement with Tile House, any tiler, builder, plumber, installer, designer or other tradesperson engaged by the customer is an independent third party.

Such tradespeople are not employees, agents or representatives of Tile House merely because Tile House supplied the products or provided their contact details.

Tile House is not responsible for the workmanship or conduct of an independent third-party tradesperson, including issues arising from:

• Incorrect installation

• Incorrect cutting or handling

• Substrate preparation

• Waterproofing

• Adhesives

• Grouting

• Levelling

• Movement joints

• Sealing

• Installation techniques

• Failure to follow manufacturer instructions or applicable installation standards.

Customers and their installers are responsible for determining whether a product is suitable for its intended application and for ensuring installation is performed correctly and in accordance with applicable requirements.

Nothing in this section excludes or limits Tile House's obligations in relation to the products it supplies where those obligations cannot legally be excluded.

9. Australian Consumer Law

This policy operates in addition to rights and remedies available under the Australian Consumer Law (ACL).

Nothing in this policy is intended to exclude, restrict or modify a consumer guarantee, right or remedy that cannot legally be excluded, restricted or modified.

Where a product fails to meet an applicable consumer guarantee, customers may be entitled to a repair, replacement, refund or other remedy, depending on the circumstances and the requirements of the Australian Consumer Law.

The 7-day change-of-mind period, 20% restocking fee, original packaging requirements and store-credit conditions do not override rights or remedies available for products that fail to comply with an applicable consumer guarantee.