RETURN AND EXCHANGE POLICY
Please check your order when you receive it! Returns are easy if we know about them straight away.
If you change your mind after receiving a new bathroom product, contact us at firstname.lastname@example.org within 7 days of delivery to exchange it for a similar product or return it for credit toward your next purchase.
*Note that credits and exchanges are for the full value of the returned goods only and do not include the cost of postage/freight unless an item is faulty/defective in which case we will pay for postage/freight. You can only exchange for change of mind once for any given order (i.e. you can’t decide to change your mind on the replacement product and get another replacement or return for credit). We comply with every aspect of Australian Consumer Law, of course, so if an item is faulty we will always rectify this for you. Change of mind does not apply to goods that have been installed or used. Items must be in perfect condition and with the original packaging to be eligible for a change of mind credit.
How do I return an item?
- Email Tiles at Wholesale about your intention to return the product and mark the items that you are returning on your customer invoice when you send the email about your intention.
- Pack your item/s in the original packaging comes with the product and label them for return. Please ensure they are packed carefully to avoid damage (items that are damaged in transit due to inadequate packaging will unfortunately be unable to be refunded).
- Once we receive your return we will inspect the item/s to see if our returns policy has been met. We will let you know if the return has been approved and process the refund/credit/exchange. This will be done within 3 working days of receiving the item. *If the returned item does not meet our returns policy than we will inform you and discuss the options.
There are three options for a return:
- you can opt for a credit note to your account to spend within 6 months at Tiles at Wholesale (these credit notes are transferable as well)
- you can choose and ordered the right product in exchange straight away or,
- we can refund you for your returned goods.
We will accept all returns in accordance with Australian Consumer Law. Returns will only be accepted with proof of purchase.
There are 7 days of a claiming period after receiving the product and the Credits will not be issued for Goods returned without proof of purchase.
All Goods sold are subject to the applicable manufacturer’s warranty, guarantee and trading terms (if any). If goods are deemed faulty following confirmation by the manufacturer you may replace them free of charge by contacting us.
All our items are checked for damage and missing parts prior to delivery. They are sent out in good and brand new condition. It is important to thoroughly check your goods upon receiving the delivery and to notify Tiles at Wholesale within 24 hours of receiving the delivery. Evidence of damage will be required i.e. photographs.
Any claims for such credits must be made in writing to Tiles at Wholesale within 24 hours of date of delivery, otherwise the Customer is deemed to have accepted the Goods and liability for the Goods.
If goods remain boxed and in perfect condition you may return them within 7 days for a full refund. The total cost of the delivery to and from will be incurred by the customer.
All boxed items will incur a 20% restocking charge if returned after 7 days and the cost of total return delivery to and from will be incurred by the customer.
If an item that is ordered is a special order that Tiles at Wholesale does not usually stock, there will be an automatic 25% restocking charge to return the goods provided that the supplier will accept the return. This excludes items that are defective or have a manufacturers fault.
You as the customer have a duty of care for the product whilst it is in your possession. If products are damaged by you no refund will be made.
All refunds will be issued when goods have arrived back to the Tiles at Wholesale and will be inspected by a member of our team. It may take up to 3 business days for us to process the refunds or to make a decision on your refunds in the case of claim made on the basis of damaged or faulty goods been delivered. Refunds will be made by the same method used for the purchase.