In case of issues, we are committed to offering solutions like replacements or refunds. For returns, please follow these steps:
For Goods Not Yet Delivered:
- Cancellation within 24 Hours: If you change your mind within 24 hours of ordering, no return fee is charged.
- Cancellation after 24 Hours: If you change your mind after 24 hours and before shipping, a 5% cancellation fee is applicable.
- Order Holding: We can hold your order for up to 30 days at no cost. Beyond that, a charge of $20/week per pallet space applies.
- Returns for Held Goods: Returns for change of mind are not accepted for goods held longer than 30 days.
- Exclusions: Clearance orders and made-to-order items are not included in the change of mind policy. Changes to made-to-order items are not possible once manufacturing has begun.
For Delivered Goods: (Tiles, Flooring, Stone Baths, Drop Ship Items):
- Return Policy: 30-day store credit only, subject to conditions. A 5% payment surcharge applies if a refund needs to be done.
- Use our sample service for better decision-making.
- Store Credit: Issued within 30 days for items in uninstalled, original, undamaged packaging.
- Restocking Fee: Store credit after a 25% restocking fee and return freight costs.
- Inspection: Credit processed after warehouse inspection and acceptance.
- Full Order Return: Partial exchanges not accepted. Goods and packaging must be in original condition.
How can I avoid Return Shipping Fees:
Goods can be dropped off at our Camellia warehouse, arranged through sales@tilemall.com.au. A refund, minus the original shipping cost, will be provided.