Refund policy

Tile Lane aims to ensure you are completely satisfied with your purchase. Please review the following conditions before initiating a return.

Eligibility for Return

Customers may return goods only if all of the following conditions are met:

  • The return or exchange request is made within 7 days of delivery.
  • Goods are current stock and shade, in good condition, and have not been fixed or laid to any surface.
  • Items are returned in full, unopened boxes, unmarked and undamaged.
  • All returns are accompanied by the original Delivery Docket and Invoice.
  • Customers have obtained prior authorization from Tile Lane before sending any goods back.
  • Goods are not specially ordered or custom-made.
  • Goods are not leftover materials from a project.

Important Notes

  • No returns or exchanges are accepted for change of mind.
  • Variations in batch, colour tone, and size are natural characteristics of kiln-fired tiles and are not grounds for return. We recommend opening and mixing several boxes before installation to achieve the best visual result.
  • We do not accept refunds or returns for colour, shade, texture, or pattern variation where samples were not ordered prior to purchase, as colours and patterns shown on screen are indicative only and may differ from actual tiles due to screen settings, device differences, lighting conditions, batch variation, and manufacturing tolerances.
  • By fixing tiles to any surface, the customer is deemed to have accepted the goods as supplied. Tile Lane will not be liable for any removal or replacement costs once tiles have been installed.
  • The responsibility and cost of returning goods to our warehouse in Girraween, NSW rests solely with the customer.

Refunds & Exclusions

  • Approved returns may be refunded at the full purchase price less a 25% handling and restocking fee.
  • Returns will not be accepted for:
    • Goods sold at special or discounted prices.
    • Goods sourced from another merchant or wholesaler at the customer’s request.
    • Goods that do not meet the above return requirements.
    • Goods that are specially ordered, custom-made, or leftover from a project.

 

Except as required under Australian Consumer Law or our Terms and Conditions of Sale, Tile Lane does not accept returns under any other circumstances.