1. Our Commitment

At TileZu, we are committed to supplying premium-quality tiles and accessories sourced from trusted manufacturers around the world. We encourage all customers to carefully review their order before purchasing and inspect all products upon delivery.

This policy operates alongside your rights under the Australian Consumer Law.

2. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement, repair or refund where a product has a major failure or otherwise does not meet the consumer guarantees provided by law.

Nothing in this policy excludes or limits your rights under the Australian Consumer Law.

3. Change of Mind

As many of our products are imported, special-order or ordered specifically for each customer, we generally do not accept returns for:

• Change of mind
• Incorrect product selection
• Ordering too many tiles
• Delays caused by changes to your project

Any return request outside these circumstances is at TileZu's sole discretion and may be subject to supplier approval, restocking fees and return freight costs.

4. Order Quantities

Customers are responsible for confirming the quantities required before placing an order.

We recommend ordering an additional 10–15% to allow for cuts, wastage and future repairs.

Separate orders may not match the original batch, shade or calibre.

5. Inspect Your Order

Please inspect your order immediately upon delivery.

Any issues, including:

• Transit damage
• Incorrect products
• Missing items
• Manufacturing defects visible before installation

must be reported within 48 hours of delivery.

Please provide photographs of:

• the affected products
• packaging
• pallet (if applicable)
• delivery label

Do not install products that you believe are damaged or faulty.

Installation is considered acceptance of the product.

6. Product Variation

Many TileZu products feature natural or intentional variation.

Differences in:

• colour
• shade
• veining
• texture
• sizing
• surface movement
• edge detail

are normal characteristics of natural stone, handmade tiles and many porcelain collections and are not considered defects.

Images shown online are indicative only and may vary due to lighting, photography and screen settings.

7. Samples

Samples are intended to assist with product selection only.

They may not fully represent the variation, pattern or shade found across an entire production batch.

8. Approved Returns

Where a return is approved:

• goods must be unopened and unused
• goods must remain in their original packaging
• goods must be in resaleable condition
• return freight is the customer's responsibility unless the return results from our error or a verified manufacturing fault
• restocking fees may apply

9. Refunds

Approved refunds will be processed back to the original payment method after the returned goods have been received and inspected.

Original freight charges are non-refundable unless required under Australian Consumer Law.

10. Contact Us

If you have any questions regarding this policy or believe there is an issue with your order, please contact our team as soon as possible.

Email: sales@tilezu.com.au