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Tilemall Return & Refund Policy

Tilemall, we strive to ensure that our customers are fully satisfied with their purchases. However, we understand that issues may arise, and return or refund requests are unavoidable. 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 notify the delivery driver immediately. Inspect tiles or goods upon arrival and inform the driver if they appear damaged.
  • Post-Delivery (Within 24 Hours): If you discover damage within 24 hours of receiving the delivery, please contact Tilemall immediately. Our team will work with you to obtain photos for inspection.
  • Warehouse pickup: Customers are responsible for inspecting their items before leaving the Tilemall warehouse. Claims made after departure will not be accepted.

Tiles or goods stored on building sites or moved around by trades cannot be claimed for damage after this 24-hour window, as we cannot determine when or how the damage occurred.

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.

Delivery Transit Insurance:

Our 24-hour delivery transit insurance does not cover customer warehouse pickups. All products are inspected prior to pickup to ensure they are damage-free.

Change of Mind Returns:

We aim to ensure your satisfaction with our products. If you change your mind, you may return items within 30 days of dispatch for return and refund (minus original shipping and 25% restocking fee). Submit a return request to organise collection.

Goods Not Yet Dispatched:

Once orders are processed, they typically cannot be changed. However, you may modify or cancel your order before processing with a 5% cancellation fee applicable. If changes are possible, a restocking fee will apply. For custom-made items, orders cannot be amended once processed.

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 25% restocking fee).

Exchanges:

Once orders have been processed, exchanges are subject to a 25% restocking fee of exchanged items. However, you can exchange your order for free before it has been 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, Stone Baths, and Drop Ship Products: Can be returned for refund or store credit within 30 days. A 25% restocking fee and return freight cost apply. Items must be in original condition and include packaging, skid, or pallet.
  • Made-to-Order Items: Cannot be returned or refunded once confirmed.
  • 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.
  • Commercial Quantities: Returns are not accepted for bulk orders. Exceptions may incur a restocking fee.
  • Sample tiles: Sample tiles may differ from the delivered product and are not refundable or replaceable.

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.
  • 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 24 hours of delivery for damages.

For more information, visit our FAQ page.

Contact Information:

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.

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