Returns, terms, shipping and contact information.

Returns and Refunds

Tile Canberra products are made to order and may be personalised using artwork, photographs, text or other choices supplied or approved by you.

Change of mind

We do not offer returns, exchanges or refunds for change of mind, including where you change your mind about a design, image, text, colour or other customisation after placing your order.

Faulty, damaged or incorrect products

If your order arrives damaged, is faulty, is materially different from what you ordered, or otherwise does not meet the consumer guarantees under the Australian Consumer Law, please contact us at hello@tilecanberra.com.au with your order number and, where helpful, photographs showing the problem.

We will assess the issue and provide the remedy required by the Australian Consumer Law. Depending on the circumstances, this may include a repair, replacement or refund.

Please do not return a product before contacting us, as we will provide instructions where a return is required.

Custom artwork and colour

Please check your design carefully before ordering. Minor differences between colours displayed on a screen and colours reproduced on a finished ceramic tile are normal and are not, by themselves, considered a fault.

Nothing in this policy excludes, restricts or modifies any rights or remedies you have under the Australian Consumer Law that cannot lawfully be excluded.

Terms of Service

These Terms of Service apply when you purchase products from Tile Canberra through our website. By placing an order, you agree to these terms.

1. Products and custom designs

Tile Canberra produces made-to-order ceramic tiles, including products personalised with photographs, artwork, text and other customer-selected designs.

You are responsible for checking your design, spelling, layout and other selections before placing your order. The design shown at checkout represents the design you are ordering.

Colours displayed on screens can vary from the colours reproduced on a physical ceramic tile. Minor variations in colour, positioning and appearance that are a normal result of the production process may occur.

2. Customer-supplied content

By uploading or submitting photographs, artwork, text or other content, you confirm that you have the right to use that content and to authorise Tile Canberra to reproduce it for your order.

You retain ownership of your content. You give Tile Canberra permission to use and reproduce it only as reasonably necessary to process, manufacture and fulfil your order, unless you separately agree otherwise.

We may decline or cancel an order where producing the submitted content would be unlawful or would infringe another person's rights. If we cancel an order for this reason before production, we will refund amounts paid for products we do not supply.

3. Orders and payment

Prices are shown in Australian dollars. The total price, including applicable delivery charges, is shown before you complete checkout.

An order is accepted when payment is successfully processed and we accept the order for production. If we cannot supply an accepted order, we will contact you and provide an appropriate refund.

4. Changes and cancellations

Because products are made to order, production may begin shortly after an order is placed. Please contact us as soon as possible if you make a mistake or wish to request a change or cancellation.

We will try to accommodate a request where reasonably possible, but we cannot guarantee that an order can be changed or cancelled once production has begun.

This does not limit any rights you have under the Australian Consumer Law.

5. Delivery

Delivery estimates are estimates rather than guaranteed delivery dates. Delays outside our reasonable control may occur.

Please ensure that the delivery address supplied with your order is accurate. If an order is returned or requires redelivery because the address supplied was incorrect or incomplete, additional delivery charges may apply where permitted by law.

6. Returns, faults and refunds

Our Return and Refund Policy forms part of these terms.

Tile Canberra products come with consumer guarantees under the Australian Consumer Law. Nothing in these terms excludes, restricts or modifies any consumer right or remedy that cannot lawfully be excluded.

7. Product use

Products must be used appropriately for their intended purpose. Any specific care, installation or use instructions supplied with a product should be followed.

8. Website and availability

We take reasonable care to keep product information, pricing and availability accurate. If an error affects an order, we will contact you to resolve it before proceeding where reasonably practicable.

9. Privacy

Personal information is handled in accordance with our Privacy Policy.

10. Contact

Questions about an order or these terms can be sent to hello@tilecanberra.com.au.

11. Australian law

These terms are governed by the laws applicable in the Australian Capital Territory and Australia. Nothing in these terms limits any rights available to you under applicable Australian law.

Shipping Policy

Tile Canberra currently ships within Australia.

Shipping rates

The available shipping options and the applicable delivery charge will be shown at checkout before payment.

Processing and dispatch

Tile Canberra products are made to order. We aim to produce and dispatch orders as quickly as possible and, where practicable, on the same business day.

Orders placed later in the day, on weekends or public holidays, or orders requiring additional production time may be dispatched on a later business day.

Delivery estimates

Our current estimated delivery times after dispatch are:

Standard: 3-5 business days
Express: 1-2 business days

Delivery times are estimates and are not guaranteed. Actual delivery times can be affected by the destination, carrier operations, public holidays and circumstances outside our reasonable control.

Delivery address

Please check your delivery address carefully before completing your order. If you notice an error, contact us at hello@tilecanberra.com.au as soon as possible.

If an order is returned or requires redelivery because an incorrect or incomplete address was supplied, reasonable additional delivery charges may apply where permitted by law.

Damaged or missing orders

If your order arrives damaged, or you believe it has been lost in transit, please contact hello@tilecanberra.com.au with your order number and details of the issue. For damage, photographs of the product and packaging may help us resolve the issue quickly.

We will investigate the issue and provide any remedy required under the Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies any rights or remedies you have under the Australian Consumer Law that cannot lawfully be excluded.

Contact Information

Tile Canberra is an Australian online business based in Canberra, ACT.

For questions about an order, product, delivery, return or any other enquiry, please contact us at:

Email: hello@tilecanberra.com.au

We aim to respond to customer enquiries as soon as reasonably practicable.

If your enquiry relates to an existing order, please include your order number so we can assist you more quickly.

Business: Tile Canberra
Location: Canberra, Australian Capital Territory, Australia

Our contact details do not affect any rights or remedies available to you under the Australian Consumer Law.