Refund policy
UNDER THE CONSUMER GUARANTEES ACT, WE ARE ONLY REQUIRED TO ACCEPT RETURNS IF GOODS ARE FAULTY OR WRONGLY DESCRIBED. ALL OTHER RETURNS ARE AT THE SOLE DISCRETION OF THE TILE COLLECTION™.
General Information
A refund will only be issued for active products returned in their original, unopened, and sellable condition within 30 days of the invoice date. A non-negotiable 20% restocking fee will be applied to all approved returns and exchanges. No exceptions will be made.
The Tile Collection™ sells Porcelain tiles, Ceramic tiles, and other bathware materials that are processed and manufactured to achieve certain colours and textures. Shading varies with each production batch. In-store samples may differ from delivered products in accordance with industry tolerances. Displayed coverages are approximate only, and product specifications are not guaranteed. Nominal sizes may vary between batches and suppliers. It is the buyer's sole responsibility to check sizes, shades, and colours before tiling or bathware installation commences. No claims will be accepted once installation has begun.
For coloured tapware, heated towel rails, and bar tones, shades may differ across different brands, suppliers, and companies. Variation in shade and size is not considered a defect and will not be grounds for a return or refund.
Colour, Shade & Batch Matching
The Tile Collection™ strongly recommends purchasing all tiles and bathware required for a project in a single order. We cannot guarantee shade, tone, or batch consistency between separate orders placed at different times. No claims will be accepted for shade or batch variation between separately placed orders. Customers are strongly advised to retain leftover tiles from the original purchase for future repairs, as exact batch matches cannot be guaranteed.
Quantity & Over-Ordering
Customers are solely responsible for calculating the correct quantities required for their project, including appropriate wastage allowances. The industry standard recommends a minimum of 10–15% extra for cuts and breakage. The Tile Collection™ accepts no responsibility for shortages resulting from incorrect quantity estimates. Over-ordered quantities are not eligible for return or refund.
Tile Lippage & Natural Variation
Lippage (minor unevenness between tile edges) is a natural characteristic of tile products and is not considered a manufacturing defect. All tiles are manufactured within industry-accepted tolerances for lippage, warpage, sizing, and calibration. Claims based on lippage or natural product variation will not be accepted.
Product Image Disclaimer
Product images displayed on our website and promotional materials are for representational purposes only. Actual colours, textures, tones, and finishes may vary due to screen settings, lighting conditions, photography, manufacturing differences, or natural product variation. Some images may be computer-generated or AI-created for illustrative purposes only. Customers are strongly advised to view physical samples and confirm all details with our sales team before placing an order. The Tile Collection™ accepts no responsibility for purchasing decisions made solely on the basis of website imagery.
Care & Cleaning Instructions
Wipe with a soft dry cloth to remove dust, or clean gently with warm soapy water. Do not use harsh chemicals, detergents, or citrus-based cleaners. Do not apply excessive pressure when cleaning. The Tile Collection™ accepts no liability for damage caused by improper cleaning or maintenance.
Storage of Goods
Once goods have been delivered or collected, the customer is solely responsible for proper storage. Tiles and bathware must be stored in a dry, secure environment, off the ground, and away from moisture and direct sunlight. The Tile Collection™ accepts no responsibility for damage resulting from improper storage after delivery or collection.
Stock Availability
All orders are subject to stock availability and acceptance. The Tile Collection™ reserves the right to cancel any order, in whole or in part, if a product becomes unavailable after the order has been placed, and will provide a full refund for unavailable items. Where possible, alternatives such as backorder, substitute products, or store credit may be offered, but customers are under no obligation to accept these. Refunds will be processed promptly to the original payment method.
All orders must be uplifted within 5 days of being ready for pick-up. Should a confirmed and paid order be cancelled prior to pick-up or delivery, a 20% restocking fee will be charged without exception, as cancellations cause significant inconvenience and expense to the business.
Proof of purchase (original invoice/receipt) must accompany all returns and exchanges. No exceptions will be made.
Special Orders / Indent Orders
Products ordered specifically for a customer — including indent, special order, or project bulk orders — are non-cancellable and non-refundable once the order has been confirmed and payment received. This includes products not regularly stocked by The Tile Collection™ that are sourced on the customer's specific request. No exceptions will be made.
Inspections
It is the buyer's strict responsibility to inspect all goods on the day of pick-up or delivery. Any incorrect products, or missing items must be reported to The Tile Collection™ within 24 hours of receipt, with supporting photographs. Claims made after the 24-hour period will not be accepted under any circumstances. No exceptions will be made regardless of the reason for delay.
Buyers must verify that all goods received are as selected. Natural variation in shade, sizing, and grading in tiles is expected and is not grounds for a claim. For coloured tapware and fittings, tonal variation across brands and suppliers is not considered a defect.
If a damage claim is lodged, the buyer must allow The Tile Collection™ sufficient time to inspect the goods after notification. Products subject to a claim must be kept secure and untouched until fully inspected. Claims made after 48 hours of delivery will be rejected without review.
Freight & Delivery Damage
Upon delivery, please ensure you carefully inspect all items before the delivery driver leaves. If you notice any damage, do not sign the Proof of Delivery (POD) and Note damage on the delivery docket at the time of receipt.
If you notice any damage, do not sign the Proof of Delivery (POD). Signing the POD while damage is present will invalidate your claim. Note damage on the delivery docket at the time of receipt. Failure to note damage on the delivery docket at the time of receipt may affect the outcome of any claim. Take clear photos of all damaged goods, the packaging, and the delivery label. These images are required to support your claim. Report the damage to The Tile Collection at sales@thetilecollection.co.nz within 24 hours of receiving your delivery. Include your order number and all photos taken. Please do not dispose of the product until instructed. Our Customer Service team will respond within 24 hours.
Important — Signing the POD waives your right to a replacement or refund. If the Proof of Delivery (POD) is signed and damage is reported afterwards, The Tile Collection will be unable to accept the claim. Goods will not be eligible for replacement once the POD has been signed, regardless of when the damage is reported. Please ensure all items are inspected thoroughly before signing.
The Tile Collection™ reserves the right to repair, replace, or refund damaged goods at its sole discretion.
Installation Responsibility
It is the customer's sole responsibility to ensure that all products are suitable for their intended application prior to purchase and installation. The Tile Collection™ does not provide installation advice and accepts no liability for products installed in unsuitable environments or applications. Always consult a licensed tradesperson before purchasing and installing any product.
Tiles must be checked for visible defects, correct shade, and correct quantity before installation commences. Once any tile has been cut or installed, it is deemed accepted by the buyer and no return, refund, or exchange will be offered under any circumstances.
Once any bathware, tapware, or fixture has been installed, the buyer is deemed to have accepted the product without recourse. No returns or exchanges will be offered after installation.
Returns
The Tile Collection™ has a strict policy of NOT accepting returns for change of mind. No exceptions will be made under any circumstances.
Returns will only be considered where goods are proven to be faulty or wrongly described, as required under the Consumer Guarantees Act. All other return requests will be declined without further review.
Where a return is approved, a 20% restocking fee will be deducted from the refund amount. Refunds will only be processed after The Tile Collection™ has resumed possession of the goods and a full inspection has been completed by our team. If approved, refunds will be processed within 10 working days.
Products must be returned in the same unit of measure as purchased (e.g. pallet, box, or each). Products without original packaging will not be accepted for return. All return freight and delivery charges are the sole responsibility of the customer.
Products must be unopened and in fully sellable condition to be eligible for return or exchange. The Tile Collection™ reserves the right to refuse any return that does not meet these conditions.
Once a product has been installed, the buyer is deemed to have accepted the product without recourse. No returns or exchanges will be offered after installation, under any circumstances.
The following items are strictly non-returnable and non-refundable under all circumstances:
- Change of mind purchases
- Sale, Clearance, and Ex-Display items
- End of Line and Discontinued products
- Custom, Indented, and Project/Bulk ordered items
- Damaged or partly opened boxes
- Over-ordered quantities
- Goods returned later than 30 days from the invoice date
- Any product that has been installed, used, or altered in any way
This does not affect or limit your rights under the New Zealand Consumer Guarantees Act 1993 or the New Zealand Fair Trading Act 1986.
Delivery and freight charges are non-refundable under all circumstances.
Discontinued & End of Line Products
Products purchased as End of Line, Discontinued, or Clearance are sold strictly as-is with no warranty, return, or exchange offered under any circumstances. Customers are advised to purchase sufficient quantities at the time of purchase as these products will not be restocked.
Refunds
An original invoice or proof of purchase is required for all returns and exchanges without exception.
All refunds will be issued to the bill-to party named on the original invoice.
- Credit/Debit Cards: Refunds will be processed to the same card used for the original purchase. The original card must be presented to receive a refund.
- Online Payment or Bank Transfer: Refunds will be processed to the same bank account from which the original payment was made.
- Third-Party Gift Cards: The Tile Collection™ cannot process refunds to third-party gift cards of any type. Where a third-party gift card was used, a refund will be issued as a The Tile Collection™ store credit only.
Cash refunds are not available under any circumstances.
Exchanges
Exchanges are subject to the same strict conditions as our Returns Policy. No exchange will be processed unless all return conditions are fully met. A 20% restocking fee applies to all exchanges.
Warranty
To maintain warranty eligibility, all products must be installed by a licensed and qualified tradesperson. Installation, correct operation, and pre-installation inspection are entirely the responsibility of the installer. The Tile Collection™ will not reimburse any repair, labour, or installation costs under any circumstances.
Proof of purchase and evidence of installation by a qualified tradesperson are required for all warranty claims. Warranty claims will be rejected where these cannot be provided.
Warranty claims will not be accepted under the following circumstances:
- Faulty performance or damage caused by incorrect installation
- Damage from accidents, misuse, or abuse
- Damage during secondary transit or handling
- Damage from improper care or cleaning
- Alterations made to the original product
- Failure to inspect or test the product prior to installation
- Claims made outside the warranty period
Force Majeure / Supply Delays
The Tile Collection™ shall not be held liable for any delays in supply, delivery, or fulfilment caused by circumstances beyond our reasonable control, including but not limited to supplier delays, shipping disruptions, port delays, natural disasters, pandemics, or government restrictions. In such cases, The Tile Collection™ will communicate estimated timeframes and offer the option of a full refund if the delay is unacceptable to the customer.
Limitation of Liability
To the maximum extent permitted by New Zealand law, The Tile Collections total liability to any customer shall not exceed the original purchase price of the goods in question. The Tile Collection™ shall not be liable for any indirect, consequential, or incidental losses, including but not limited to labour costs, installation costs, project delays, loss of profit, or any other losses arising from any product issue.
Dispute Resolution
In the event of a dispute, customers are encouraged to contact The Tile Collection™ directly in the first instance to seek resolution. The Tile Collection™ will make reasonable efforts to resolve disputes in good faith. Where a resolution cannot be reached, disputes may be referred to the relevant New Zealand dispute resolution body.
Policy Updates
The Tile Collection™ reserves the right to update or amend this Returns & Refund Policy at any time without prior notice. The policy in effect at the time of purchase will apply to that transaction. Customers are encouraged to review this policy at the time of each purchase.