Refund policy

Last updated: 1 October 2026

This policy explains how returns and refunds work for products bought from Excellent Tiling Services Pty Ltd (ABN 63 150 082 054) through excellenttilingservices.com, including tiles, bathroomware, tapware, vanities, mirrors, towel rails and accessories, tiling tools and hardware, and related renovation products. It covers products only. Tiling and renovation work we carry out for you is covered by your quote or agreement for that work.

There are two separate situations covered below:

• Change-of-mind returns – where there is nothing wrong with the product but you no longer want it.
• Faulty, damaged, incorrect or not-as-described products – where there is a problem with what you received.

Your rights under the Australian Consumer Law

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.

Nothing in this policy excludes, restricts or modifies any rights or remedies you have under the Australian Consumer Law or any other law that cannot be excluded. The 30-day period described below applies to change-of-mind returns only. It does not limit how long your consumer guarantee rights last.

Change-of-mind returns (30 days)

If you change your mind about a product, you may request a return within 30 days from the date you receive the product. This 30-day period applies to change-of-mind returns only.

To be eligible for a change-of-mind return, the product must generally be:

• unused and uninstalled (for example, not cut, fixed, glued, grouted, sealed, plumbed or connected);
• undamaged;
• in its original packaging; and
• in a condition suitable for resale.

Please keep your order number or proof of purchase, as we will need it to process your request.

Change-of-mind returns are not automatically accepted. We will review each request, and inspect the product once it arrives back with us, before confirming whether the return is approved.

Change-of-mind fees

Restocking fee: A restocking fee of 15% of the price paid for the returned product(s) applies to approved change-of-mind returns. This covers inspecting, handling and repacking returned goods, and is deducted from your refund. A different fee applies to special-order, supplier-order and made-to-order products (see below).

Original delivery charges: The delivery fee paid on your original order is not refunded for change-of-mind returns. This does not apply where a product is faulty, damaged, incorrect or not as described.

Return delivery: For change-of-mind returns, you can:

• drop the product off at our Maddington premises at a time we arrange with you (we are open by appointment, Monday to Saturday, 4:30 pm to 9 pm); or
• send the product back to us yourself, at your own cost; or
• ask us to arrange collection. We will tell you the freight cost before booking it, and the actual freight cost will be deducted from your refund.

Many of our products are heavy or fragile, so please pack them securely. Products that arrive back with us damaged, used or incomplete may not be accepted as a change-of-mind return.

Restocking fees and return delivery costs apply to change-of-mind returns only. They are never charged when a product is faulty, damaged, incorrect or not as described.

Special-order, supplier-order and made-to-order products

Some products are ordered in from a supplier, specially ordered or made to order for you. Change-of-mind returns for these products are assessed case by case and can only be accepted if our supplier agrees to take the product back.

If a change-of-mind return of one of these products is accepted, a restocking fee of 25% of the price paid applies, or the amount our supplier charges us to take the product back if that is higher. We will tell you the fee before you send the product back. The return delivery options above also apply.

If you are unsure whether a product falls into this category, please contact us before placing your order.

This does not affect your rights if a special-order, supplier-order or made-to-order product is faulty, damaged, incorrect or not as described.

Clearance and ex-display items

Clearance and ex-display items are not eligible for change-of-mind returns. We will make it clear when an item is sold as clearance or ex-display.

This does not affect your rights if a clearance or ex-display item is faulty or not as described, other than for any fault we told you about before you bought it.

How to request a return

Please contact us before returning anything. Email contactus@excellenttilingservices.com or call 0450 960 543 with:

• your order number;
• the product(s) you would like to return; and
• the reason for the return.

We will reply with instructions on whether and how to return the product. Products sent back without contacting us first may not be able to be processed.

Unless we tell you otherwise, returns are to be sent to: Excellent Tiling Services Pty Ltd, 17A Olga Road, Maddington WA 6109.

Faulty, damaged, incorrect or not-as-described products

Please check your order as soon as possible after you receive it. If a product is faulty, arrives damaged, is not what you ordered, or does not match its description, please contact us promptly with:

• your order number;
• a description of the problem; and
• clear photos of the product, its packaging, labels and any visible damage.

Where possible, we recommend that you do not install a product you believe is faulty, damaged or incorrect until you have spoken with us, so the issue can be assessed. For tiles, we recommend checking the product, colour and quantity before installation begins.

We will assess the issue and, where you are entitled under the Australian Consumer Law, arrange a repair, replacement or refund as appropriate. If a product needs to be returned because it is faulty, damaged in transit, incorrect or not as described, we will work out the return arrangements with you in line with the Australian Consumer Law. Restocking fees and change-of-mind return delivery costs do not apply in these cases.

These recommendations are to help us resolve problems quickly. They do not limit your rights under the Australian Consumer Law.

Manufacturer warranties

Many of our products also come with a manufacturer's warranty, in addition to your rights under the Australian Consumer Law. Manufacturer warranties usually require products to be installed by a licensed tradesperson in line with the manufacturer's instructions, and cared for as recommended.

For warranty periods, care instructions and how to make a claim, see our Care & Warranty page.

Refunds

Once we have received and inspected a returned product, we will let you know whether your refund has been approved. Approved refunds are made to your original payment method. Please allow time for your bank or card provider to process and post the refund to your account.

If you have not received an approved refund, please contact us.

Exchanges

If you would like a different product, the quickest way is usually to return the original item and, once the return is accepted, place a separate order for the item you want. Please contact us if you need help.

Contact us

Excellent Tiling Services Pty Ltd
17A Olga Road, Maddington WA 6109
Email: contactus@excellenttilingservices.com
Phone: 0450 960 543
ABN 63 150 082 054