Return Policy

This is a payment claim under the Building and Construction Security of Payment Act 1999 NSW Section 13.
Full payment is required on all orders prior to pick up and/or delivery of goods. Goods will remain the property of Online Tile Store until full payment is received.

All goods must be inspected upon receipt of goods and prior to installation to ensure that the products are correct and free from any defects.

Any shortages, damages, breakages, discrepancies or incorrect supply must be notified in writing within 48 hours of delivery being made.


 – Chekc list –

  • The quantity of the tiles match your order and the finish, colour, size and pattern of the tiles match your order.
  • Inspect all tiles for defects or damage.

Fixing of the product constitutes acceptance of the product. Strictly no claims will be accepted once goods have been opened. We reserve the right to reject returns.

Approved returns are subject to 30% restocking fee, plus additional freight charges if required.

Returns will not be accepted if

  • No receipt is provided
  • After 7 days from date of purchase
  • Change of mind
  • Goods are not received in its original, unopened state
  • Orders are customised orders. Samples displayed and/or provided are representational of the product only and may differ slightly from
    the delivered product.
  • Any price discounted products including Clearance, Sale, Specials.

Damaged & Incorrect goods

It is not in our best interest to supply any customer with damaged or incorrect goods.
All orders are carefully picked and checked to ensure that you receive the correct goods in perfect condition.
However, tiles are fragile by nature and occasionally some can be damaged during transportation.


Any claims for damages or short deliveries must be lodged with the Seller within 2 business days after the delivery date or date of collection. Please provide original pallet and broken boxes photos during the claim process, otherwise, seller has right to refuse the claim process. The original box and package must be retained for Seller’s inspection. The Seller reserves the right to either replace or issue a credit for the Goods after satisfaction of the claim raised by the Customer.No responsibility for damaged products can be accepted after two working days (Mon – Fri) from receipt of goods.If the seller sends the customer incorrect goods, the customer should contact the seller ASAP for goods replacement and arrangement of redelivery. Any claims made after the products have been installed cannot be accepted.