OM Tiles – Refund & Returns Policy
Effective Date: 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 policy outlines the terms and conditions under which you can claim a warranty or return for your purchase.
1. Returns & Refunds
1.1. Change of Mind Please choose carefully as we do not offer refunds on change of mind purchases. The suitability of goods is the sole responsibility of the buyer.
1.2. Non-Returnable Items Subject to the Trade Practices Act or other applicable legislation or law, no returns will be accepted on:
- Special orders;
- Custom items;
- Sale items;
- Border tiles; or
- Discontinued lines.
1.3. Condition of Returns Goods cannot be returned if they have been opened, installed, or used.
1.4. Surcharges & Cancellations A 20% surcharge will apply on any goods returned and on the cancellation of ordered goods.
2. Delivery & Inspection (24-Hour Rule)
2.1. Inspection Upon Receipt All goods are to be checked against the invoice upon receiving. We do not accept claims on missing or lost goods once they have been received.
2.2. Damage Notification Prior to delivery, all products undergo a thorough inspection to ensure they are complete and undamaged. Upon receiving your order, please inspect the items immediately.
- Should there be any damages, please notify us within 24 hours of receipt.
- After such time, your acceptance will be deemed for the items in their current condition.
3. Product Variations & Characteristics
3.1. Pre-Installation Inspection For all tiles, the Customer should inspect all goods prior to laying to ensure they are the correct colour, batch, and shade.
3.2. Acceptable Characteristics (Not Defects) The Customer acknowledges and agrees that the goods sold by the Company may be subject to one or more of the following characteristics. The existence of these characteristics does not make the goods faulty, defective, or of unacceptable quality:
(a) Crazing or shade variations, which are an inherent feature of all ceramics and natural stone;
(b) Optical hazing or smudging, which are naturally occurring characteristics of polished porcelain goods;
(c) Reasonable variations in colour & veining in marble, as these are natural goods and such variations must be expected;
(d) Variations in sizing, weight, colour (including changes to colour over time), pattern, veining, texture, durability, density, surface, and finish.
4. Warranty & Liability
4.1. Manufacturer Guarantee Only The goods are only guaranteed to the extent of any guarantee given by the manufacturer of the goods. All goods are limited to the terms and conditions of the manufacturer warranty.
4.2. Ceramic & Porcelain Exclusions Ceramic & Porcelain tiles are not guaranteed against cracking, crazing, chipping, or breaking caused by:
- Incorrect installation;
- Lack of proper maintenance;
- Accidents;
- Abuse; or
- Misuse.
4.3. Installation Requirements For the warranty to apply, Certified Wall Floor Tilers and waterproofing persons must be used for the installation.
5. Claims Process
If you believe your goods have a defect covered by the warranty, strict adherence to the following process is required:
5.1. Job Certification Job certification from the certified installer must be presented with any claims.
5.2. Evidence Required To process a claim, you must:
- Provide satisfactory evidence of defects in the tiles purchased.
- Provide proof showing your current address (e.g., Utility bill or License).
5.3. Installation Equals Acceptance Remember, if the goods have been installed, they cannot be returned. If you identify a defect or variation issue, do not install the product.
6. Contact Us
We do not sell your personal information. However, we may disclose it to trusted third parties to operate our business.
6.1. Service Providers
We share data with providers who are contractually bound to protect it:
- Freight Companies: Trucking and courier services for delivery.
- IT Providers: Website hosting, email servers, and cloud storage.
- Payment Processors: Secure banking gateways.
- Professional Advisors: Accountants, lawyers, and auditors.
6.2. Credit Reporting Bodies
For Finance or other credit purposes, we may disclose information to credit reporting bodies to obtain credit reports or report defaults. This is done in accordance with the Privacy (Credit Reporting) Code 2014.
6.3. Legal Requirements
We may disclose information to law enforcement or government agencies if required by law or to enforce our legal rights.
6. Contact Us
If you have any questions regarding this policy, need to check stock availability for a potential return, or require assistance with a warranty claim, please contact our support team prior to taking action.
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Thank you for choosing OM Tiles.