Refunds, Returns and exchanges
What if I don’t / didn't order enough tiles?
Give us a call and have your Order Number ready to go. That way we can track your order to the original batch, and try our best to find matching stock.
Once matching stock or new stock is found, we can process an order as normal and have it delivered or picked up!
What if I order too many tiles?
Love your tiles a little too much?
We recommend to keep your tiles just incase! You never know when you're going to need those handy spare tiles for off-cuts, future projects, or to replace broken tiles.
Unfortunately we are unable to process a refund for spare tiles.
What if I damage my order?
Oh no, don’t stress it happens!
If your order is damaged, give us a call and have your Order Number ready to go, that way we can track your original order and work together to find the best solution.
What if I change my mind?
Unsure if they’re right for your space?
No worries, we can offer an exchange for different tiles / tapware in our range! Give us a call and have your Order Number ready to go, our friendly team can help find the perfect product!
Payment will be required in full for the new choice, we will then process a refund for the original order when it arrives in our warehouse.
Return Delivery to our warehouse will also be the responsibility of the customer including all expenses associated to the return of goods. Goods remain the property of the customer until received and processed by Tile and Bath Co.
Please note that there is a 35% stocking fee. Unfortunately we are unable to process a refund on change of mind.
What if my order arrived damaged / incorrect?
Beautiful tiles and tapware, but they're not quite right?
Please take photos of the order as soon as possible and give our friendly team a call on 02 4749 5277, that way we can work together to find the best solution. Photos of the order will be required by our team when finding a solution to your order.
Please note, if the following is conducted we will not be able to replace, exchange or refund your order:
- Incorrect and or damaged product has been picked by or delivered for 30 days or longer.
- Incorrect and or damaged product is installed.
- Please try not to interfere with the order as much as possible, we're here to guide you through the process if anything is wrong.
Unfortunately we will not accept a return, and will be unable to exchange or refund the order if the above is conducted.
Ready to order? Don’t forget to triple check everything is just right!
To help you order the right products, we encourage to consider either calling our store, booking an appointment with our In-house Interior Designers, or ordering a Sample Box to help you with making the right choices before purchasing the product.
To get your order to you as efficiently as possible, Tile and Bath Co commences your order processing immediately after confirmation. Because of the immediate ordering system, the team at Tile and Bath Co recommend that you choose carefully when purchasing our products as refunds cannot be given after an order has been placed for change of mind.
We strive to make our tiles look as best and as true to real life as possible. We would recommend booking with an in house Interior Designer or taking advantage of our Sample tiles to confirm that the tile is exactly what you're looking for.
We want you to be satisfied with your brand new tiles. HOWEVER we need you to ensure that this particular tile delivery is exactly what you ordered! In unforeseen circumstances you may receive something that may not be quite perfect and we need to be aware of it for our continuous quality control. We pride ourselves on our service to you. Please check the tiles that have been delivered as soon as possible. We will not accept any claims for replacement, repair or reimbursement once tiles have been laid if that claim is for defects, size, tile shade variation or anything that should reasonably have been obvious before laying commenced. It is the responsibility of the tiler, builder or homeowner to check the tiles before laying them. If there is any concern regarding quality, size, colour, shade or condition of the batch on site, the tiles must NOT be laid. If a defect is discovered while tiles are being laid...work MUST STOP immediately and you should contact Tile and Bath Co to report any issues to avoid any delays in tiling your project. Batch Number on each box must be the same on every box, unless you have previously accepted a mixed batch which would have been in writing by the Tile and Bath co/ The Buyer.
Please do not send your purchase back to the manufacturer.