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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, shortage, or incorrect item 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.
  • Warehouse Pick-Up: 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 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:

  • 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 25% restocking fee 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 25% restocking fee).

Exchanges:

Exchanges follow the same rule: free before the order is processed (subject to inspection), and subject to a 25% restocking fee 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 25% restocking fee and return freight cost apply. Items must be in original condition and include packaging, skid, or pallet.
  • Made-to-Order & Special-Order Items: Cannot be amended, returned, or refunded once the order has been processed.
  • 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.
  • 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.
  • 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:

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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