Effective: 1st July
At Tile House, we are committed to providing high-quality products and excellent service. To ensure transparency and fairness, please review our full Returns and Change of Mind Policy below.
1. Change of Mind & Incorrectly Ordered Items
We understand that customers may sometimes change their mind or accidentally order the wrong item. In such cases:
- Returns are accepted within 7 days of the purchase date
- All returns must be:
- Pre-approved in writing
- Accompanied by the original invoice or proof of purchase
- A 20% restocking fee applies to all approved returns
- Returned items must be:
- In their original, unopened packaging
- In saleable condition
- Unused and undamaged
Note: Products that have been installed, marked, modified, or used in any way are not eligible for return.
All return shipping costs are the customer’s responsibility, unless otherwise agreed in writing.
If you require a different item due to ordering the incorrect product (e.g., wrong size, finish, or model), any replacement will be treated as a new order and is subject to availability.
2. Damaged Packaging or Products
Returns will not be accepted for products that are:
- Returned with damaged or incomplete packaging
- Broken, chipped, or not in saleable condition (unless damage occurred during delivery and is reported within 24 hours of receipt)
3. Custom Orders, Special Orders & Clearance Items
The following items are non-returnable due to their custom or final-sale nature:
- Custom-made or made-to-order products
- Special order items not normally held in stock
- Clearance, discontinued, or end-of-line stock
However, if any of the above items are faulty or not as described, they are still eligible for a repair, replacement, or refund in accordance with Australian Consumer Law.
4. How to Submit a Return Request
To lodge a return request:
- Email info@tilehouse.com.au
- Include:
- Your invoice number
- A brief explanation of the return reason
- Clear photos (if damage or fault is involved)
- Once approved, returned items must be delivered to our warehouse at the customer’s expense, unless otherwise arranged in writing.
5. Final Inspection & Refunds
All returned products undergo a final inspection to confirm they meet our return criteria.
Tile House reserves the right to reject a return if it does not meet the conditions outlined above.
Refunds or credits (if approved) will be processed within 7–10 business days of receiving the returned item(s).
6. Your Rights Under Australian Consumer Law
This policy is in addition to your rights under the Australian Consumer Law (ACL).
Tile House honours all statutory guarantees. You are entitled to a repair, replacement, or refund if a product:
- Has a major fault or defect
- Is not fit for its intended purpose
- Is significantly different from its description
These rights apply even if the item is on sale, custom-made, or part of a clearance promotion.