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Refunds, Returns and Guarantees Policy

Deliver Metropolitan We Deliver Metropolitan and Country
Family Owned Family Owned Since 1967
On The Spot Quotation On the Spot Quotation
Acres Of Timber 7 Acres of Timber Over 12,000 Products
Competitive Prices Competitive Prices


Our refund and returns policy lasts 7 days. If 7 days have passed since the item was delivered, we do not offer a refund or exchange. Customers are encouraged to check their purchase once delivered to make sure that their purchase was not damaged in transit by the delivery company. Damage products in transit are not the responsibility of Tile Importer. Customers are encouraged to purchase insurance at checkout to cover any damage that may occur when being delivered. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We do not provide a refund for ‘change of mind’. Exchanges within the 7 days are subject to a 20% restocking fee. All orders are subject to availability, and may take up to 5 business days before available for pickup or delivery. Product guarantees only exist if installed by a licenced tradesperson or plumber. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Late or missing refunds If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at Sale items Only regular priced items may be refunded. Sale items cannot be refunded.


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to: 17 Natalia Ave, Oakleigh South VIC 3167.

Shipping returns

To return your product, you should mail or bring your product to: 17 Natalia Ave, Oakleigh South VIC 3167 If mailing, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at for questions related to refunds and returns.

Donate to the Live Life Foundation for the Royal Childrens Hospital Foundation

Tile Importer proudly supports the Live Life Foundation