Refund policy

At Glow Tile, we strive to ensure that our customers are satisfied with their purchases. If you're not completely happy with your tiles, we offer the following return policy: Returns 

  • Tiles must be in their original condition, unopened, and with all original packaging and documentation.
  • All goods must be inspected upon delivery/pick up and prior to installation to ensure colour, size, finish and are free from any defects. All claims must be made within 2 day sof delivery or pick up.
  • A restocking fee of 20% may apply to returned items.
  • GlowTile will take no responsibility for shade variation, which is inherent in all clay fired and stone products. No responsibility will be taken for any minor variation between samples
  • Custom or special-order tiles may not be eligible for returns.

Exchanges

  • Exchanges are accepted within 30 days of purchase.
  • Tiles must be in their original condition, unopened, and with all original packaging and documentation.
  • Customer is responsible for any additional costs associated with the exchange.

Refunds

  • Refunds will be processed within 7-10 business days of receiving the returned tiles.
  • Refunds will be issued in the original payment method.

Conditions

  • Tiles that have been installed or damaged will not be accepted for returns or exchanges.
  • Tiles that have been exposed to the elements or have undergone significant wear and tear will not be accepted for returns or exchanges.

 Contact Us If you need to initiate a return or exchange, please contact our customer service team at 0488669210 or sales@glowtile.com.au. We'll be happy to assist you with the process. Important Please inspect your tiles carefully upon delivery and notify us of any damage or discrepancies within 2 days. By implementing this return policy, Glow Tile aims to provide a fair and reasonable process for customers to return or exchange tiles that do not meet their expectations.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items

 
Certain types of items cannot be returned, custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges

 
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds

 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@glowtile.com.au.