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30 days return period Learn more

Returns & Refunds

We ask that customers select and purchase their tiles carefully as we do not offer refunds for change of mind.

Tilemall encourages its customers to utilise our Sample Service prior to placing a complete order.

Tilemall accepts returns for exchange or refund within thirty calendar days of purchase order. Any claims after the thirty day period will not be accepted.

Items must be in original or resalable condition.

Tilemall only accepts return claims if the following criteria is met:

  • Goods are unused, in saleable condition and in their original packaging;
  • Goods must not be a part of a special or custom order;
  • Goods have not been purchased on a clearance basis;
  • Goods must be accompanied by the Original sales receipt;
  • All returns must be for the entire quantity of tiles from the initial order. Partial returns, spares and leftover tiles will not be accepted for return or exchange.

Refunds will be processed via the original method of payment once the tiles have been inspected by Tilemall. Funds may take up to fifteen working days to appear in customers’ accounts which may vary depending on the customer’s financial institution.

A 25% restocking fee for all returned items that are not damaged.

If an order is cancelled prior to dispatch a fee of 5% of the total order value will be incurred.

Partial returns, spares and leftover tiles will not be accepted for return or exchange. Please note - There is a 25% re stocking fee on any exchange.

If customers receive goods that are damaged or have been shipped incorrectly, please refer to our Damaged and incorrect Goods page or contact our customer support team immediately.

Customers are responsible for all shipping costs where the seller is not at fault.

Damaged & incorrect goods

It is not in our best interest to supply any customer with damaged or incorrect goods. All orders are carefully picked and checked to ensure that you receive the correct goods in perfect condition. However, tiles are fragile by nature and occasionally some can be damaged during transportation.


Any claims for damages or short deliveries must be lodged with the Seller within 2 business days after the delivery date or date of collection. Please provide original pallet and broken boxes photos during the claim process, otherwise, seller has right to refuse the claim process. The original box and package must be retained for Seller’s inspection. The Seller reserves the right to either replace or issue a credit for the Goods after satisfaction of the claim raised by the Customer.

No responsibility for damaged products can be accepted after two working days (Mon – Fri) from receipt of goods.

If the seller sends the customer incorrect goods, the customer should contact the seller ASAP for goods replacement and arrangement of redelivery. Any claims made after the products have been installed cannot be accepted.

Contact Information:

  • Tilemall Pty Ltd
  • Unit 6B/175 James Ruse Dr, Camellia, NSW 2142
  • Customer Service: (02) 9638 1032

Submit a return request

Click the profile icon in the store's navigation, or go to the refund policy or a returns page, and then request a return.

1. Log in to your account:
1. In the Email field, enter your email address, and then click Continue.
2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
3. Go back to the online store, and then enter a six-digit verification code.
2. Click the order that you want to submit the return for.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store.
5. Click Request return.

If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund.