Refund policy

RETURN & REFUND POLICY

At AO Tiles, we want you to be happy with your purchase. We recommend carefully checking tile selections, measurements, quantities, colours, finishes and specifications before placing your order.

RETURNS – CHANGE OF MIND

We may accept change-of-mind returns at our discretion, provided that:

• The products are unused, undamaged and in their original packaging.
• The return request is made within 14 days of receiving the order.
• The products have not been cut, installed, altered or otherwise used.
• The customer contacts AO Tiles before returning any products.

Return shipping costs for change-of-mind returns are the responsibility of the customer.

Due to the nature of tile products, we cannot accept change-of-mind returns for tiles that have been cut, installed, altered, damaged or otherwise used.

SPECIAL, CUSTOM OR MADE-TO-ORDER PRODUCTS

Custom, special-order or made-to-order products may not be eligible for change-of-mind returns or refunds.

However, nothing in this policy limits or excludes your rights under the Australian Consumer Law.

DAMAGED OR INCORRECT ITEMS

Please inspect your order as soon as it arrives.

If your products arrive damaged, faulty or incorrect, please contact AO Tiles as soon as possible and provide your order number and photographs of the issue.

We will assess the issue and, where required under the Australian Consumer Law, provide an appropriate remedy, which may include a replacement, repair, refund or other remedy.

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 is intended to exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law.

REFUNDS

Approved refunds will generally be processed to the original payment method.

Refund processing times may vary depending on your payment provider or financial institution.

If you have any questions about a return or refund, please contact us at hello@aotiles.com.au.