Skip to content
  • There are no suggestions because the search field is empty.

Change of mind or made a mistake?

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:

 

  1. Before Your Order Is Processed: If your order has not yet been packed, marked Ready for Pickup, or dispatched, cancelling it incurs a 5% cancellation fee.
  2. After Your Order Is Processed: Cancellation is no longer available — you'll need to use our return process instead (see "For Delivered Goods" below).
  3. Order Holding: We can hold your order for up to 30 days at no cost, counted from the date we confirm it's ready. Beyond that, storage is charged at $25 per pallet per week.
  4. Unclaimed Orders: If an order is still not collected after 60 days, it will be automatically cancelled — see our Unclaimed Order Policy.
  5. Exclusions: Made-to-Order and Special Order items can never be cancelled, returned, or refunded once processed, for any reason. Clearance and sale items follow the same rule, unless there is a genuine quality issue.

 

For Delivered Goods: (Tiles, Flooring, Stone Baths, Drop Ship Items):

 

  1. Return Policy: Returns and exchanges must be pre-authorised by Tilemall, and must be within 30 days of the dispatch date.
  2. Use our sample service for better decision-making.
  3. Condition: Goods must be unused, uninstalled, in unopened original packaging, complete, uncut, and unsoiled.
  4. Restocking Fee: A restocking fee of 25% of the item's value or $200 (whichever is lower) applies to both returns and exchanges, plus return freight costs.
  5. Refund Timing: Refunds are processed within 7 business days of the returned goods passing our warehouse inspection.
  6. Exclusions: Clearance and sale items, custom or Special Order items, samples, and commercial-quantity orders are not eligible for return (exceptions may carry a higher fee).
  7. 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 Silverwater warehouse, arranged through sales@tilemall.com.au. A refund, minus the original shipping cost, will be provided.