Returns & Refunds
We want you to be confident buying tiles online. Here's exactly how returns work.
The short version
30 days
Return unopened tiles within 30 days of delivery
Kerbside pickup
We arrange return freight — you pay the cost unless it's our error
5–10 days
Refund to your original payment method once we receive the goods
What we accept back
Undamaged, unopened boxes within 30 days of delivery
Tiles damaged in transit (report within 48 hours with photos — we cover this)
Tiles that are faulty or not as described under Australian Consumer Law
Opened or partially used boxes
Cut, drilled or installed tiles
Special-order or custom items
Tiles returned outside the 30-day window without prior arrangement
Natural variation in colour, tone or texture — this is expected in natural stone and handmade tiles
How to start a return
- 1
Email hello@marmoretilestudio.com with your order number and reason for return
- 2
We'll confirm eligibility and send you a return authorisation within 1 business day
- 3
We arrange freight pickup from your address (you'll receive a booking confirmation)
- 4
Once tiles are received and inspected at the warehouse, we process your refund
Damaged in transit
If your tiles arrive damaged, we'll replace them at no cost. What we need from you:
- Note the damage on the carrier's delivery docket before signing
- Take photos of the damaged tiles and the outer packaging
- Email the photos to hello@marmoretilestudio.com within 48 hours
We'll lodge the freight claim and organise replacements as quickly as possible.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If your tiles have a major failure, you are entitled to a refund or replacement. For minor failures, we will repair or replace at our discretion.
These rights are in addition to our voluntary 30-day return policy above.