Returns Policy

RETURNS POLICY

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At TILE ADDIC, we want you to love what you order. If something isn’t right, we’re here to help.

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SECTION 1.0: TILES

Please choose carefully—Tile Addic does not offer FULL refunds for change of mind once an order is placed. To help you feel confident before committing, we offer 5 samples for just $20. It’s the easiest way to see, feel, and fall in love with your tiles before you order. 

SECTION 1.1: CHECK ALL INDIVIDUAL TILES / SLABS UPON DELIVERY & IN-STORE PICKUP

Please inspect your tiles/slabs immediately upon delivery & in-store pickup to confirm they match your order and meet your expectations. Natural stone and ceramic tiles may show slight variations in shade, size, or texture. These are inherent and within Australian Standards.

Claims for replacement, refund, or repair cannot be accepted after tiles have been laid. Once tiles have been installed, you acknowledge their acceptance. Tile Addic is not responsible for any costs associated with removing tiles after installation.

Inspecting tiles immediately upon delivery/in-store pickup is a smart move for several practical and legal reasons:

  • Inspect every single tile for damage, shade consistency, and accuracy, including surface chips, cracks, or warping.
  • Ensure your correct order has been received
  • Check all quantities, colours, shades, and sizes
  • Verify batch consistency. Tiles can vary slightly between batches. Catching mismatches early helps avoid aesthetic inconsistencies in installations.
  • Order extra tiles from the same batch if needed
  • Inspect for defects
  • See our Tile Ratings page for details on acceptable product variation.
  • Tile Addic requires that any damage be reported within 2 days. Failure to report damage within this timeframe may result in forfeiture of eligibility for compensation or replacement.
  • Early inspection allows you to document any damage with photos and timestamps, strengthening your case if you need to dispute the delivery condition.
  • Early detection gives you time to coordinate replacements or returns without disrupting your fulfillment flow.
  • Discovering issues later—especially on-site—can stall projects and frustrate you and your contractors.

    SECTION 1.2: PRE-INSTALL CHECKLIST

    To ensure your project runs smoothly:

    • Do not lay tiles if quality concerns arise — instead, contact us immediately.
    • Inspect for defects before laying
    • Mix tiles from multiple boxes to blend shade variation
    • Clean and seal polished/honed porcelain unless presealed
    • Understand that hazy or smoky surface effects are natural, not defects
    • Don’t expect a perfect mirror reflection from polished porcelain — the surface is lightly textured
    • Please read our Working Safely with Tiles page

    SECTION 1.3: RETURNS

    a) Change of Mind AFTER Delivery or Collection

    • Returns must be requested within 7 days of receiving your product
    • You must quote the original invoice number
    • Returns apply only to items from a current batch or shade that remains in stock
    • Items must be returned unused, in full unopened boxes, in the original packaging, undamaged and in a saleable condition.
    • A 30% restocking fee applies to all approved returns
    • Approved refunds will be processed less any applicable payment processing fees, including credit card, debit card, and other transaction fees. This is in addition to the restocking fee.
    • Returned goods must be delivered to the nominated supplier warehouse
    • Special orders and sale items are not eligible for change of mind returns
    • Return shipping and handling costs are the responsibility of the customer unless the return is due to error or a product fault

    b) Change of Mind BEFORE Delivery or Collection

    If you change your mind after placing an order and request a cancellation within 24 hours of purchase, a refund may be granted less any applicable payment processing fees, including credit card, debit card, and other transaction fees.

    If your order has already been palletised and prepared for delivery or collection, a 30% restocking fee will apply to any approved cancellation or return request.

    c) Damaged, Faulty or Incorrect Products AFTER Delivery or Collection

    If you've received a damaged, faulty, or incorrect item, please notify us within 2 days of receiving your order and provide:

    1. Your order number.
    2. A photo or video clearly showing the issue.

    We will assess the claim and work with you to resolve the matter promptly.

    SECTION 2: RETURN PROCESS

    Once approved:

    • We’ll send you return instructions (which will include a supplier warehouse location)
    • Return shipping is at the customer’s expense unless the fault is ours

    SECTION 3: REFUNDS

    Returns are available to full-paying customers only. If you didn't purchase the items yourself, you won't be eligible for a refund. A valid receipt and proof of purchase is required.

    Approved refunds will be issued to your original payment method. Processing may take 5–10 business days, depending on your bank.

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

    SECTION 4: WE’VE GOT YOUR BACK

    If your parcel’s missing or something feels off, don’t stress — reach out and we’ll sort it. Our mission: happy customers, good tiles, and good vibes.

    SECTION 5: - CONTACTING US

    If you have any questions about this Returns Policy, please contact us at:

    TILE ADDIC

    admin@tileaddic.com.au