Return & Refund Policy

At Tilemall, we strive to ensure that our customers are fully satisfied with their purchases. However, we understand that issues may arise. To assist you, we encourage you to familiarise yourself with our return and refund policies before making a purchase.

Damage Notification

At Delivery: If you notice any damage to your tiles or goods at the time of delivery, please inspect the goods on arrival and notify the delivery driver immediately, noting the damage on the proof of delivery or consignment note where possible.

Post-Delivery (Within 48 Hours): Any transit damage, visible damage, or shortage must be reported to Tilemall within 48 hours of delivery, together with clear photographs of the goods and packaging. Claims for transit or visible damage made outside this window may not be accepted.

Incorrect or Not-as-Described Items: If you receive an item you did not order, or an item that does not match its description, please contact us as soon as reasonably possible so we can arrange a correction. This is treated separately from the transit/visible damage claims above, and your rights under the Australian Consumer Law in relation to incorrect or misdescribed goods are not limited by the 48-hour window.

Warehouse Pick-Up: Customers are responsible for inspecting their items before leaving the Tilemall warehouse. Claims made after departure will not be accepted.

Batch/Shade Check: As part of your delivery or pick-up inspection, please also check that the batch/shade number printed on the tile carton matches your order confirmation, and that cartons within the same order are consistent with one another, before cutting, laying, or grouting any tiles. Once tiles have been cut, laid, or grouted, Tilemall cannot accept claims relating to colour or shade variation — see "Colour, Shade & Batch Variation" under Special Conditions below.

Tiles or goods stored on building sites or moved around by trades cannot be claimed for transit or visible damage after this 48-hour window, as we cannot determine when or how the damage occurred.

This 48-hour time limit applies to transit and visible damage only. It does not apply to manufacturing defects or to your rights under the Australian Consumer Law, which are handled under the applicable product warranty (see Faulty Goods below).

Installation Responsibility

It is crucial for trades to inspect goods before installation. Tilemall is not responsible for goods damaged during or after installation.

Faulty Goods

Tiles or goods with manufacturing defects are covered by product warranties. Warranties are typically handled by the supplier or manufacturer for products professionally installed by licensed trades. Please refer to the warranty card or contact Tilemall for assistance. Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, or remedy under the Australian Consumer Law that cannot be lawfully excluded.

Delivery Transit Insurance

Our delivery transit insurance covers goods up to the point of delivery — that is, when goods are signed for or, where Authority to Leave (ATL) applies, when goods are left at the delivery location. It does not cover customer warehouse pick-ups. All products are inspected prior to pick-up to ensure they are damage-free.

Change of Mind Returns

We aim to ensure your satisfaction with our products. Our cancellation and return fees are based on whether your order has been processed. For the purposes of this policy, an order is "processed" once you receive our automated order processing confirmation email, which we send once the order has been picked, packed, marked Ready for Pickup, or dispatched — whichever happens first (see Section 6 of our Terms & Conditions). If you wish to cancel or amend your order, please contact us before this email is sent — once it has been sent, the fees below apply.

Before the order is processed: You may cancel your order with a 5% cancellation fee, or exchange it free of charge (subject to the returned goods being confirmed in sellable condition).

Once the order has been processed: A restocking fee of 25% of the returned goods' value, capped at $200 (whichever is lower), applies to any return or exchange, and original shipping is non-refundable. Returns must be requested within 30 days of dispatch.

Submit a return request to organise collection. Return freight costs apply (see Shipping Return Fees below).

Goods Already Delivered

Within 30 Days: Unopened, undamaged items in their original condition can be returned for a refund or store credit (minus original shipping and a restocking fee of 25% of the returned goods' value, capped at $200, whichever is lower).

Refund Method & Timing

All returns must be authorised in advance by Tilemall's return documentation. This applies whether the goods are returned to Tilemall or, with our prior approval, sent directly to a supplier. Goods returned without this prior authorisation — to Tilemall or to a supplier — will not be recognised by Tilemall and no refund will apply. Once a return is authorised and the goods are received and inspected, approved refunds are processed to your original payment method within 7 business days. Where goods are returned directly to a supplier with our approval, the refund is instead processed once Tilemall receives the supplier's credit note — this depends on the supplier's own processing speed and Tilemall cannot guarantee a specific timeframe in that case.

Exchanges

Exchanges follow the same rule: free before the order is processed (subject to inspection), and subject to a restocking fee of 25% of the exchanged goods' value, capped at $200 (whichever is lower), once processed.

Shipping Return Fees

Small Items (tapware, showers, accessories): $12 or delivery cost, whichever is greater.

Large Items (toilets, basins, sinks): $80 or return freight cost, whichever is greater. Items must include original packaging, skid, or pallet.

Baths or tiles: $220 or delivery cost, whichever is greater. Products must be returned in their original packaging, skid, and wrapping.

Special Conditions

Tiles and Stone Baths: Can be returned for refund or store credit within 30 days. A restocking fee of 25% of the returned goods' value, capped at $200 (whichever is lower), and return freight cost apply. Items must be in original condition and include packaging, skid, or pallet.

Made-to-Order & Special-Order Items: These items are custom-made to your specific order and cannot be resold, so once production has commenced no return, exchange, or refund can be accepted — this applies regardless of the reason for the request. This does not affect any right you may have under the Australian Consumer Law if the goods are faulty or not as described.

Clearance Products: Cannot be returned or refunded. Warranties are upheld by suppliers.

Damaged Packaging: Items with missing or damaged packaging are not eligible for returns as they cannot be resold.

Opened Packaging: Tile cartons and other original packaging must not have been opened for the contents to be eligible for a change-of-mind return, exchange, or refund — this applies even where the tiles themselves are unused and undamaged, and is in addition to the rule above that packaging must not be missing or damaged. This does not affect any right you may have under the Australian Consumer Law where the goods are faulty or not as described.

Sample Tiles: Sample tiles may differ from the delivered product and are not refundable or replaceable.

Colour, Shade & Batch Variation: Tiles are a natural or manufactured product and colour, shade, tone, texture, and caliber may vary between production batches, and occasionally within the same batch. Images shown on our website, in catalogues, or on physical samples are indicative only and may differ from the delivered product due to screen display, lighting, printing, or natural batch variation. Customers are strongly advised to check the batch/shade number on the carton against their order and to view a physical sample before purchasing, and to order sufficient extra quantity — we recommend 10–15% extra — to cover variation and cutting wastage across a job, and to keep any leftover full boxes rather than returning them: because tile production runs in batches, we cannot guarantee a matching batch/shade will be available in future if you need more tiles later (for repairs, extensions, or replacing damaged pieces), so keeping spare boxes from your original order is the only reliable way to ensure a colour/shade match down the track. Tilemall does not accept returns, exchanges, or refunds where the goods are of acceptable quality but differ in colour or shade within the normal range for that product — this is not considered a manufacturing defect. This clause does not limit any right you have under the Australian Consumer Law where goods are not of acceptable quality.

Slip Resistance / P-Rating Claims: See the "Slip Resistance / P-Rating Claims" clause in our Terms & Conditions, which applies to any return or dispute based on a slip-resistance or P-rating claim.

Powder Products: Cannot be returned or refunded once delivered.

Additional Requirements

Photos must be provided before booking a return to confirm the condition of the goods.

Returns are not accepted for items that have been installed or used. This does not apply where the Australian Consumer Law requires a remedy — for example, in the case of a major failure discovered only after installation. Please contact us to discuss your options in that case.

All returns and refunds are subject to inspection by Tilemall staff before processing.

If you have any questions about returns, refunds, or exchanges, please contact Tilemall at your earliest convenience.

Please inspect goods within 48 hours of delivery for damages.

For more information, visit our FAQ page.

Contact Information

Tilemall Pty Ltd
Address: 4-10 Fisher St, Silverwater NSW 2128
sales@tilemall.com.au
Customer Service: (02) 7804 4588