OM Tiles – Warranty Policy

Effective Date: 30 January 2026

At OM Tiles, we take pride in the quality of our tiles and are committed to ensuring customer satisfaction. Our tiles are carefully crafted and undergo stringent quality control to meet the highest standards. This warranty policy outlines the terms and conditions under which you can claim a warranty for your purchase.

1. Australian Consumer Law (The "ACL")

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

The benefits given to you by this warranty are in addition to other rights and remedies you may have under a law in relation to the goods or services to which this warranty relates. Nothing in this document is intended to limit or exclude your statutory rights under the ACL.

2. Extent of Warranty Coverage

2.1. Manufacturer’s Guarantee Only The goods sold by Om Floor and Tiles are only guaranteed to the extent of any guarantee given by the manufacturer of the goods.

2.2. Scope of Coverage Where a manufacturer’s warranty applies, it generally covers the product against inherent manufacturing defects (such as structural integrity issues caused by baking faults), provided the tiles have been installed and maintained correctly according to Australian Standards.

3. Exclusions & Limitations

While our tiles are manufactured to high standards, they are not indestructible. The following exclusions apply to all warranty claims:

3.1. Ceramic & Porcelain Exclusions Ceramic & Porcelain tiles are not guaranteed against:

Cracking;
Crazing;
Chipping; or
Breaking.

Where caused by:

Incorrect installation;
Lack of proper maintenance;
Accidents;
Abuse; or
Misuse.

3.2. Installation & Structural Issues This warranty does not cover:

Failures resulting from structural movement, settling of the building, substrate shrinkage, or foundation cracking.
Damage caused by installing tiles on an unsuitable substrate.
Failures of adhesives, grouts, or waterproofing membranes.

3.3. Natural Stone Natural stone products are subject to inherent variations in colour, veining, pitting, and density. These are characteristics of the material and are not considered defects.

4. Important: Installation Equals Acceptance

It is a fundamental condition of sale that “Installation Equals Acceptance.”

Inspection: It is the responsibility of the customer and the tiler to inspect the tiles prior to laying them. This inspection must check for visible defects, correct colour, shade, size, and batch consistency.
Do Not Install Defects: If tiles have an obvious defect, are the wrong batch, or are the wrong colour, do not install them.
Release of Liability: Om Floor and Tiles is released from any obligation to replace, repair, or refund tiles once they have been adhered to the floor or wall.

5. Conditions Of Warranty

To maintain the validity of any manufacturer warranty, the following conditions must be met:

Licensed Installation: The tiles must be installed by a licensed and qualified tiler in strict accordance with AS 3958.1.
Spare Tiles: It is a condition that the customer retains a sufficient quantity of spare tiles (approx. 1-2 boxes) on-site for future repairs.

Non-Transferable: This warranty applies only to the original purchaser and is non-transferable.

6. How To Make A Warranty Claim

If you believe your tiles have a manufacturing defect covered by the manufacturer’s guarantee, please follow these steps:

6.1. Do Not Remove Do not attempt to remove, repair, or replace the tiles before we have had the opportunity to inspect them.

6.2. Notification You must notify Om Floor and Tiles in writing within 24 hours of the defect becoming apparent.

6.3. Required Documentation Your claim must include the following to be processed:

Proof of Identity & Address: You must provide proof showing your current address (e.g., Driver’s License or Utility Bill).
Proof of Purchase: The original Tax Invoice.
Evidence of Defect: You must provide satisfactory evidence of defects in the tiles purchased (e.g., clear close-up and wide-angle photographs).
Installer Details: Details of the licensed tiler who performed the work.

6.4. Submission Submit your claim via email to omtiles@gmail.com.

7. Assessment & Liability

7.1. Inspection Om Floor and Tiles reserves the right to inspect the tiles on-site or request samples for laboratory testing. We reserve the right to determine if the fault is a valid manufacturing defect or the result of a non-warranted issue (such as installation error).

7.2. Liability Cap If a claim is approved, our liability is limited to the replacement value of the goods. To the extent permitted by law, this warranty does not cover the costs of removal, labor for re-installation, waterproofing, freight, or any consequential losses.

Om Floor and Tiles Email: omtiles@gmail.com