Change of mind or made a mistake?

If you wish to cancel, exchange or return an order because you changed your mind, contact Tilemall as soon as possible. The rules below summarise our Return & Refund Policy. Faulty, incorrect or misdescribed goods are handled separately, and your Australian Consumer Law rights are not limited by these change-of-mind conditions.

Before and after an order is processed
An order enters processing once Tilemall has confirmed it and begun purchasing or fulfilment activities for it. We send a processing notification; this is separate from your order acknowledgement or payment receipt. The cutoff is when processing actually begins, not when the email is delivered or read. Placing an order or making payment alone does not mean processing has begun. Contact Tilemall to check your order’s processing history and cancellation eligibility.
Before processing, a change-of-mind cancellation incurs a 5% cancellation fee; an exchange is free, subject to the goods being confirmed in sellable condition.
Once processed, eligible returns or exchanges incur a restocking fee of 25% of the goods’ value, capped at AUD 200. Original shipping is non-refundable for change-of-mind returns, and return freight costs apply. Returns must be requested within 30 days of dispatch.

How to arrange a return
Obtain Tilemall’s return authorisation before sending any goods back, whether to Tilemall or directly to a supplier. Provide photos so we can confirm the condition and return arrangements. For change-of-mind returns, goods must be unused, uninstalled and in unopened, undamaged original packaging.

Made-to-Order and custom items and Special Order items cannot be cancelled for a change of mind once your order has been confirmed and Tilemall has started processing it. This cutoff does not wait until production starts or the goods are dispatched. The general cancellation-fee rules above do not override this restriction. Your Australian Consumer Law rights for faulty or incorrect or misdescribed goods remain unaffected. Clearance and other excluded products have additional restrictions. Contact us to check your specific order eligibility.

If you prefer to return goods to our Silverwater warehouse, arrange this with sales@tilemall.com.au first. Do not send goods directly to a supplier without Tilemall’s prior approval.

When will an approved refund be processed?
For an authorised return received and inspected by Tilemall, approved refunds are processed to the original payment method within 7 business days.
For an authorised change-of-mind return sent directly to a supplier, the refund is processed once Tilemall receives the supplier’s credit note. This depends on the supplier’s processing time, so the same 7-business-day timeframe cannot be promised. This supplier-credit-note condition does not apply to remedies required under the Australian Consumer Law.
If you are following up an existing refund, reply in the existing conversation with your order or return reference. Our team will check the current stage; a return request or approval alone does not confirm that payment has been refunded.

Holding a pick-up order
The first 30 calendar days of storage are free from your confirmed pick-up time, or the originally selected dispatch date if no pick-up time was confirmed. After that, AUD 25 per pallet per week or part thereof may apply, with notice before a charge is added. Orders uncollected after 60 days from the same reference date are subject to the Unclaimed Order Policy. See our Shipping page for full terms.