Refund policy

1. Our Commitment

At TileZu, we are committed to supplying premium-quality tiles and accessories sourced from trusted manufacturers around the world. We encourage customers to carefully review their selections and quantities before purchasing and inspect their 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 or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy excludes, restricts or modifies your rights or remedies under the Australian Consumer Law.

Please contact TileZu directly if you believe there is an issue with your purchase. You do not need to contact our supplier or the manufacturer instead of us to exercise your rights against TileZu.

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 due to:

  • Change of mind

  • Incorrect product selection

  • Ordering too many tiles

  • Changes to your project or installation schedule

We may agree to a change-of-mind return after assessing your request. Approval may depend on whether the supplier will accept the goods and may involve reasonable restocking fees and return freight costs.

Any applicable conditions and charges will be explained before you agree to proceed.

These restrictions apply only to change-of-mind returns. They do not affect your rights concerning faulty goods, incorrect supply or other matters covered by the Australian Consumer Law.

4. Order Quantities

Please confirm your measurements and required quantities with your installer before placing an order.

We generally recommend ordering an additional 10–15% to allow for cuts, wastage and future repairs. Your installer may recommend a different allowance depending on the product, layout and installation requirements.

Separate orders may not match the original batch, shade or calibre. Where possible, we recommend ordering your full project quantity together.

This guidance does not exclude responsibility for an error made by TileZu where we are legally responsible.

5. Inspect Your Order

Please inspect your order as soon as reasonably practicable after delivery and before installation.

Check for:

  • Transit damage

  • Incorrect products

  • Missing items

  • Visible manufacturing defects

  • Unexpected shade or batch differences

Please notify us of visible issues preferably within 48 hours of delivery so we can investigate promptly with our suppliers and freight partners.

Where possible, provide your order number and clear photographs of:

  • The affected products

  • The packaging

  • The pallet, if applicable

  • The delivery label

Please do not install products you believe are damaged, incorrect or faulty until you have contacted us. This helps us assess the issue and may prevent further loss.

The 48-hour request is not a deadline for exercising your rights under the Australian Consumer Law. Installation, use, opening packaging or not retaining original packaging does not automatically remove those rights.

6. Product Variation

Many TileZu products feature natural or intentional variation, particularly natural stone, handmade tiles and some porcelain collections.

Depending on the product, expected variations may include differences in:

  • Colour and shade

  • Veining and pattern

  • Texture and surface movement

  • Dimensions and edge detail

Expected variation is not necessarily a defect. However, products must still meet applicable consumer guarantees, including acceptable quality and matching their description and any sample where required by law.

Online images provide a guide to appearance and may be affected by lighting, photography and screen settings. Please contact us before ordering if you would like further information about a product’s expected variation.

7. Samples

Samples help you assess a product’s colour, finish and texture before purchasing.

A single sample may not show the full range of variation, pattern or shade across a collection or production batch.

This does not affect your rights under the Australian Consumer Law, including requirements for goods to match a sample where applicable.

8. Approved Returns

Change-of-mind returns

Where we approve a change-of-mind return:

  • 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

  • Reasonable restocking fees may apply, as disclosed before you agree to the return

Please contact us for approval and return instructions before sending goods back.

Faulty, damaged or incorrectly supplied goods

The change-of-mind conditions above do not apply as requirements for exercising your rights under the Australian Consumer Law. Goods do not need to be unopened or in their original packaging to qualify for a statutory remedy.

Please contact us so we can arrange an appropriate assessment and, where necessary, return or collection.

We will meet our legal obligations concerning collection, return freight and reimbursement of reasonable return costs. Restocking fees do not apply to returns required because goods fail to meet consumer guarantees or were incorrectly supplied by TileZu.

9. Refunds

Where a refund is payable, we will process it promptly using the original payment method where practicable, unless another method is agreed with you.

If assessment or return of the goods is reasonably necessary, we will explain the process and expected timing. We will not delay a remedy beyond what the law allows.

Original delivery charges are generally not refunded for approved change-of-mind returns. Delivery charges and reasonable return costs will be refunded or paid where required under the Australian Consumer Law.

We will not require you to accept store credit instead of a refund to which you are legally entitled.

10. Contact Us

If you have a question about this policy or believe there is an issue with your order, please contact our team with your order number and details of the concern.

Email: sales@tilezu.com.au
Phone: (02) 4268 4843