Terms of Service

Effective date: 7 October 2026

1. About TileZu

This website and online store are operated by TileZu Pty Ltd, ABN 92 684 835 836, trading as TileZu. In these terms, “TileZu”, “we”, “us” and “our” refer to TileZu Pty Ltd.

These terms apply to your use of our website and purchases from TileZu, including purchases by homeowners, builders, designers, architects and other trade customers.

Please read these terms before placing an order.

Our Shipping Policy and Refund Policy form part of these terms. Our Privacy Policy explains how we handle personal information.

Any specific purchasing arrangements agreed with you in writing also apply to your order. If there is an inconsistency, applicable law takes priority, followed by specific purchasing arrangements agreed in writing, these terms, and then our Shipping and Refund Policies.

2. Australian Consumer Law

Our goods and services are subject to guarantees and other rights under the Australian Consumer Law that cannot be excluded, restricted or modified.

Nothing in these terms or our policies excludes, restricts or modifies those rights or any other rights or remedies that cannot lawfully be excluded.

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.

Applicable consumer protections may cover eligible business purchases as well as purchases by individual consumers.

3. Customer Information and Accounts

Please provide accurate and current contact, billing and delivery information when making an enquiry, creating an account or placing an order.

If you create an account, keep your login details secure and notify us promptly if you become aware of unauthorised access.

If you purchase on behalf of another person or business, you must have authority to do so. You must also be authorised to use the payment method provided.

4. Product Information and Appearance

We take reasonable care to describe our products accurately, including their material, dimensions, finish and intended applications.

Product photographs, room images and visualisations provide a guide to appearance. Lighting, photography and screen settings can affect how colours and finishes appear.

Natural stone, handmade tiles and some manufactured collections feature inherent or intentional variation. Depending on the product, this 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. Products must still meet applicable consumer guarantees, including acceptable quality and matching their description and any sample where required by law.

Please contact us before purchasing if you need further information about a product or its expected variation.

5. Samples and Production Batches

Samples help you assess a product’s colour, finish and texture. A single sample may not show the full range of variation across a collection or production batch.

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

Separate production batches may vary in shade or calibre. Where possible, we recommend ordering your full project quantity together, including an allowance for cuts, wastage and future repairs.

We cannot guarantee that a later order will match an earlier batch unless we expressly confirm this in writing.

6. Product Suitability and Installation

Please tell us about any particular intended use before purchasing, including wet areas, external areas, swimming pools or applications with specific performance requirements.

Review the product’s stated application and technical information with your installer before ordering.

Some products require particular preparation, adhesives, grout, sealing or maintenance. Installation should be completed by a suitably qualified or experienced installer in accordance with relevant manufacturer instructions, applicable standards and project requirements.

These terms relate to product supply. Installation or waterproofing services require a separate agreement with the relevant service provider.

Nothing in this section excludes our obligations concerning product descriptions, advice we provide or fitness for a particular purpose where required by law.

7. Quantities, Purchasing Units and Calculators

The purchasing unit is identified on the product page or written quotation. Depending on the product, this may be a box, sheet, piece, set or square metre.

Please check the purchasing unit, dimensions, coverage and quantity before placing your order.

Where a product is sold in full boxes, any displayed price per square metre is provided for comparison. The amount payable is based on the number of boxes purchased, with box coverage identified in the product or order information.

Product calculators use the measurements, coverage and wastage settings entered or displayed. Full-box quantities are rounded up to the next complete box.

Calculators cannot assess site measurements, layout, cutting requirements or installation conditions. Please confirm the required quantity with your installer before purchasing.

We generally recommend an additional 10–15% for cuts, wastage and future repairs. Your installer may recommend a different allowance depending on your project.

If we identify a quantity or coverage discrepancy, we will contact you before changing your order or charging an additional amount.

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

8. Orders and Acceptance

Placing an order is an offer to purchase the products selected.

An automated order acknowledgement confirms that we have received your order. It does not, by itself, confirm stock availability or acceptance.

We accept your order when we expressly confirm acceptance or dispatch the goods, whichever occurs first.

Before acceptance, we may decline an order where:

• Products are unavailable

• There is a material pricing or product description error

• Payment cannot be verified

• There are reasonable grounds to suspect fraud or unlawful activity

If we do not accept your order, we will notify you and promptly refund any payment received for that order.

9. Product Availability

Some products are held by suppliers, imported or ordered specifically for customers. A product being listed on our website does not necessarily mean it is available for immediate dispatch.

Please contact us before ordering if your project has a strict deadline or you require confirmation of availability.

If we become unable to supply an accepted order, we will contact you promptly to explain the situation and discuss available options.

We will not substitute products, increase the agreed price or require you to accept a material change without your agreement.

If we cannot supply your order and no alternative arrangement is agreed, we will refund the amounts paid for the goods and delivery we cannot provide. This does not limit any other remedy available under applicable law.

10. Prices and Payment

Consumer-facing prices on our website are in Australian dollars and include GST where applicable.

Delivery charges are shown at checkout or provided in a quotation before you commit to the purchase. Any separately issued trade quotation will clearly identify its GST treatment.

Prices and promotions may change for future purchases. We will not increase the agreed price of an accepted order without your agreement.

Payment is required before dispatch unless another arrangement has been agreed in writing.

Third-party payment services, including buy-now-pay-later services, may have their own terms. These do not replace your rights against TileZu under applicable law.

If we identify a material pricing error before accepting your order, we will explain the error and give you the option to proceed on corrected terms or receive a refund. Errors affecting accepted orders will be addressed reasonably and in accordance with applicable law.

11. Order Changes, Cancellations and Returns

Please contact us as soon as possible if you wish to change or cancel an order.

Our ability to accommodate a change-of-mind request depends on whether products have been ordered from a supplier, allocated, manufactured or dispatched.

As many products are imported, special-order or ordered specifically for customers, we generally do not accept change-of-mind returns, including surplus tiles or incorrect selections.

Any approved exception may involve supplier approval, reasonable restocking fees and return freight costs. We will explain applicable conditions and charges before you agree to proceed.

These restrictions apply only to change-of-mind requests. They do not limit remedies for faulty goods, incorrect supply or other matters covered by Australian Consumer Law.

Please refer to our Refund Policy for further details.

12. Shipping, Delivery and Collection

We deliver Australia-wide, subject to available freight services and suitable access.

Delivery charges, kerbside delivery arrangements, access requirements and local collection are explained in our Shipping Policy.

Unless we expressly agree otherwise, dispatch and delivery dates are estimates. Please tell us before ordering if timing is essential so we can discuss whether your requirements can be met.

We will notify you of significant delays as soon as reasonably practicable and provide any remedy required by law.

Unless otherwise agreed, delivery is to the nearest safe and accessible point at the delivery address. Please arrange suitable assistance and equipment to move goods from that point.

Reasonable additional carrier charges may apply where incorrect delivery information, unsuitable access or customer unavailability causes an unsuccessful delivery. We will explain the basis of any additional charges. You will not be charged for an unsuccessful delivery caused by our error.

Risk of accidental loss or damage passes to you when goods are delivered to you or your authorised recipient, or collected by you or your authorised representative.

This does not affect responsibility for damage before delivery, pre-existing defects or other obligations under applicable law.

13. Inspecting Your Order

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

Check the products, quantity, condition, shade and batch details.

For visible damage, missing items or incorrect products, please contact us preferably within 48 hours so we can investigate promptly.

Where possible, provide your order number and photographs of the affected products, packaging, pallet and 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 statutory rights. Installation, use, opening packaging or not retaining original packaging does not automatically remove your rights under Australian Consumer Law.

Contact TileZu directly about damaged, missing or undelivered goods. You do not need to pursue our supplier or freight carrier instead of us to exercise your rights against TileZu.

14. Website Use and Intellectual Property

You may use our website for lawful shopping, project planning and business enquiries.

You must not misuse the website, interfere with its security, submit fraudulent information, upload malicious software or infringe another person’s rights.

Website content belongs to TileZu or the relevant rights holder. You may view, save and share product information for purchasing decisions and project planning, provided ownership notices remain intact.

Other reproduction or commercial reuse requires permission from the relevant rights holder, except where permitted by law.

We may restrict website access where reasonably necessary to address misuse, fraud or security risks. This does not remove our obligations concerning existing orders or your legal rights.

15. Shopify and Third-Party Services

Our online store is powered by Shopify, which provides the ecommerce platform. Purchases from this store are made directly with TileZu.

Third-party payment services, tools and websites may have their own terms and privacy practices.

Visualisation tools provide an indication of appearance and should be considered alongside product information and samples.

Nothing in this section excludes any responsibility TileZu has under applicable law.

16. Privacy

We handle personal information in accordance with our Privacy Policy.

Information necessary to process payments, fulfil orders and arrange delivery may be shared with relevant service providers as explained in that policy.

17. Reviews and Customer Content

Please ensure reviews and other content you submit are truthful and that you have permission to share any photographs or other material included.

When you submit a review for publication, you permit us to display that review and its accompanying content on our website and reproduce it in TileZu marketing, with attribution where appropriate. You retain ownership of your content.

This permission does not apply to private correspondence or project documents simply because you send them to us.

We may remove content that is unlawful, misleading, abusive, irrelevant or infringes another person’s rights. We do not remove a review merely because it expresses a negative opinion.

18. Responsibility and Liability

TileZu remains responsible for obligations and remedies imposed by applicable law.

Nothing in these terms excludes liability that cannot lawfully be excluded, including applicable consumer guarantees and remedies for reasonably foreseeable loss or damage.

We are not responsible for loss or damage to the extent it is caused by misuse, improper storage or installation, or failure to follow appropriate product instructions, except where we remain responsible under applicable law.

We do not exclude responsibility for our own acts or omissions where the law makes us responsible.

19. Changes to These Terms

We may update these terms for future website use and purchases. Updated terms will be published with their effective date.

Changes do not retrospectively alter accepted orders unless you agree or the law requires the change.

If part of these terms is unenforceable, the remaining provisions continue to apply to the extent permitted by law.

20. Governing Law

These terms are governed by the laws of New South Wales and the applicable laws of Australia.

The courts of New South Wales have non-exclusive jurisdiction. This does not restrict any right you have to bring a claim in another competent court or tribunal.

21. Contact Us

If you have a question about these terms or a concern about your order, please contact our team.

TileZu Pty Ltd
Trading as TileZu
ABN: 92 684 835 836
Location: Wollongong, NSW, Australia
Email: sales@tilezu.com.au
Phone: (02) 4268 4843