Terms of service

1. General

The terms and conditions contained herein shall be incorporated in all agreements between Tile Lane (“the Company”) and its customers (“the Customer”) with respect to the purchase of goods (“goods”) from Tile Lane by the Customer and shall form a legally binding agreement between the Customer and the Company upon the Company’s acceptance of any order from the Customer.

2. Credits & Returns

2.1 Conditions for Return or Credit

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

a. Goods are current stock and shade.
b. Goods are accompanied by the relevant Delivery Docket and Invoice.
c. Goods are unmarked, undamaged, and returned in full, unopened boxes.
d. The Customer has obtained written authorisation from Tile Lane prior to returning any goods.
e. All claims for credit or return are made within 7 days of delivery.
f. The responsibility and cost of returning goods for credit to our Girraween, NSW warehouse is solely that of the Customer.
g. Approved credits will be issued at the full purchase price less a 25% handling and restocking fee.
h. Goods must not be specially ordered, custom-made, or leftover from a project.

2.2 Exclusions

No returns or credits will be accepted for:

a. Goods sold at a special or discounted price.
b. Goods purchased from another merchant or wholesaler at the Customer’s request.
c. Goods that do not meet the return conditions listed above.
d. Change of mind purchases.
e. Goods that are specially ordered, custom-made, or leftover from a project.

2.3 Important Notes

  • Variations in batch, colour tone, and size are natural characteristics of kiln-fired tiles and are not grounds for return or credit.

  • 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 costs related to removal or replacement once installation has commenced.

  • Except as required under Australian Consumer Law or as otherwise stated in these Terms, Tile Lane does not accept the return of any goods.

3. Terms of Payment

3.1 Payment

All goods must be paid for in advance, unless otherwise agreed to in writing by the Company. The Company may, at its sole discretion, grant a credit facility subject to a completed account application.

3.2 Title & Risk

Title to and property of the goods shall only pass to the Customer after full payment is received. Goods are at the Customer’s risk immediately upon dispatch from the Company’s premises.

3.3 Overdue Accounts

A 1.5% monthly interest charge applies to accounts unpaid two months after the last day of the month following the invoice date.

3.4 Default

If an invoice remains unpaid for more than 90 days, the Company may enter the Customer’s premises without notice during business hours and reclaim goods to the value of the outstanding balance, including collection and restocking costs.

3.5 Security Interest

The Customer agrees that these Terms constitute a security agreement under the Personal Property Securities Act 2009 (Cth) (“PPSA”), giving rise to a purchase money security interest (PMSI) in favour of the Company. The Company may register this interest on the Personal Property Securities Register (PPSR), and the Customer must do all acts required to ensure enforceability and priority of this security interest.

4. Delivery

a. Delivery or pick-up must be arranged prior to the delivery date and may incur charges.
b. If delivery fails due to the Customer’s absence, additional delivery charges will apply.
c. The Company is not liable for any loss or damages resulting from delayed delivery.

5. Variations in Goods

a. The Customer acknowledges that goods may naturally display variations such as:

  • Shade and batch differences

  • Optical hazing or smudging in polished porcelain

  • Colour, veining, texture, and size variation in natural stone
    b. Tile Lane endeavours to represent colours accurately in all materials and online, but exact colour matching cannot be guaranteed.
    c. Customers should inspect all tiles prior to installation to ensure correct batch and shade.

6. Guarantees

a. The Company provides only the guarantees required by law.
b. The Company’s liability is limited to replacement, repair, or refund of the goods’ value only.
c. Labour, consequential, or incidental damages are not covered.
d. Suitability for purpose remains the Customer’s responsibility.

7. Limitation of Liability & Indemnity

a. To the extent permitted by law, Tile Lane’s liability is limited to:

  • Replacement or equivalent goods

  • Repair of goods

  • Reimbursement of the cost to replace or repair goods

b. Tile Lane is not liable for:

  • Claims made after installation or use

  • Natural variations outlined in Clause 5

  • Indirect or consequential losses

c. Transit damage claims must be made within 2 days of delivery.

d. The Customer indemnifies Tile Lane and its representatives from any loss, cost, or claim arising from negligence, misuse, or breach of law.

8. Marble & Granite

a. Only experienced marble and granite tilers should install these materials.
b. Tile Lane accepts no liability for damage post-delivery.
c. Epoxy glue and grout must be used; cement-based products may burn the surface.

9. Green & White Marble – Fixing Instructions

a. These marbles contain metals and minerals that react with cement or alkaline materials, causing damage. Only pure epoxy adhesive and grout should be used.
b. Do not clean with acid or acid-based products.
c. The Company is not liable for any damage resulting from installation, cleaning, or maintenance advice.

10. Slip Resistance

a. Slip test results are sample-based and may vary between batches.
b. Results are provided as a guide only; the Customer assumes responsibility for verifying slip ratings.
c. If specific slip ratings are required, new testing should be conducted at the Customer’s expense.

11. General Provisions

a. These Terms & Conditions constitute the entire agreement and supersede all prior communications.
b. No party is an employee, agent, or partner of the other.
c. These Terms are governed by the laws of New South Wales, and all parties submit to its jurisdiction.
d. If any clause is deemed invalid, the remainder shall remain enforceable.
e. These Terms are legally binding between the Customer and the entity trading as Tile Lane.