Refund policy

Terms and Conditions of Trade - Tilermade Pty Ltd

1. Terms of Payment

1.1 All goods must be paid in full prior to dispatch, unless otherwise agreed in writing by the Company.

1.2 Title to and property in the goods shall pass to the Customer upon receipt of all monies payable by the Customer to the Company. However, the goods will be at the Customer's risk immediately following dispatch from the Company's premises.

1.3 The Company reserves the right to charge interest at a rate of 11% per month on accounts unpaid two months after the last day of the month following the invoice date.

1.4 The Company reserves the right to suspend any credit account without notice. Please refer to the "Terms and Conditions of Credit Accommodation."

2. Quantity Estimations / Take-Off Terms

2.1 Quantities ordered remain the sole responsibility of the Customer. Any estimations provided by the Company are approximations only, and the Company accepts no responsibility for over- or under-ordering.

2.2 All goods must be ordered in full box lots unless the product is sold by the piece.

3. Shading and Colour Variations

3.1 Shade variations are inherent in all kiln-fired ceramics and natural stone. The Company accepts no responsibility for crazing or shade variations.

3.2 Marble and granite are natural products; reasonable variations in colour and veining must be expected. The Company shall not be liable for such variations in supplied materials.

3.3 Optical hazing is an inherent characteristic of polished porcelain tiles and does not affect the technical performance of the tile. The Company accepts no responsibility for optical or grout hazing.

4. Packing and Storage

4.1 Orders confirmed and packed will incur additional costs if reselections are made after packing or if the order is adjusted to a smaller quantity.

4.2 Paid orders may be stored for up to three weeks free of charge. Beyond this period, weekly storage fees will apply.

4.3 Orders abandoned for more than six weeks without communication from the Customer will be returned to stock, with no refunds provided.

4.4 Orders placed on hold require a deposit of 30%-50% and regular fortnightly payments to remain on hold. The holding period cannot exceed six weeks.

5. Delivery

5.1 If goods cannot be delivered due to the Customer's absence at the stated address, additional delivery charges will apply.

5.2 The Company will not be liable for any damages or loss incurred by the Customer before receipt of the goods.

5.3 When a third party handles delivery, the drop-off point will be at the third party's discretion, based on site conditions and safety requirements. While every effort will be made to deliver to the most accessible and safe point on-site, no specific site point is guaranteed.

6. Claims

6.1 To the extent permitted by law, the Company’s responsibility is limited to the replacement of defective materials only. The Company shall not be liable for any loss or damage incurred by the Customer, whether due to defective materials or otherwise.

6.2 Claims will not be accepted once materials have been fixed. Goods must be inspected prior to installation to ensure the correct colour, batch, and shade.

6.3 Claims arising from transit damage must be notified within two days of receiving the goods.

6.4 The Company cannot be held accountable for slip ratings provided by third parties (e.g., suppliers). Such claims should be directed to the manufacturers.

7. Credits and Returns

7.1 Returned goods must be of current stock and shade, undamaged, and in full, unopened boxes.

7.2 Returns must be accompanied by the relevant invoice and authorized in writing by the Company. Refunds will be provided at the purchase price, minus a 20% restocking fee.

7.3 All claims for credit must be made within seven days of delivery or pickup.

7.4 The Customer is responsible for all costs associated with returning goods to the Company.

7.5 The actual product delivered may differ from samples or images due to manufacturing variations. The Company is not responsible for cracks, stains, breakage, or fissures occurring after acceptance and installation of the product in good condition.

7.6 No refunds or credits will be given for goods sold at special discounted prices. Special order items (not regularly stocked) cannot be canceled or returned.

8. Marble and Granite

8.1 Marble and granite tiles must be installed by experienced professionals. Improper handling or installation can result in surface damage or incorrect laying, for which the Company is not liable.

8.2 The Company shall not be liable for damage or breakage occurring after delivery.

8.3 All samples must be paid for.

8.4 Natural materials may react chemically to certain substances. Adhesives suitable for marble and granite must be used to avoid surface damage.

8.5 Test a sample piece for reactions at least 24 hours before installation.

8.6 Do not clean marble or granite with acid-based cleaners. The Company accepts no liability for improper maintenance.

9. Sealing Instructions

9.1 All stone and porcelain products must be sealed with a penetrating sealant by a professional upon installation, unless otherwise specified.

10. Guarantee

10.1 No guarantees are given other than those extended by the manufacturer.

10.2 The Company’s obligation is limited to replacing defective products. Liability does not extend to results obtained, labour costs, or consequential damages.

10.3 Ceramic tiles are not guaranteed against cracking, crazing, chipping, or breaking.

11. Acknowledgment

By paying for my order in any form, I acknowledge that I have read and agree to the terms and conditions of trade set out by Tilermade Pty Ltd.