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Refund & Returns Policy

To get your order to you as efficiently as possible, Online Tile commences your order processing immediately after confirmation. Because of the immediate ordering system, the team at Online Tile recommend that you choose carefully when purchasing our products as refunds cannot be given once the order has been picked up.

Tiles exchanges must be initiated within two (2) days of receipt (provided that they have not been attached). Return shipping to Online Tile’s Brisbane warehouse is to be arranged and paid for by the customer.

For returns due to a change of mind where the tiles have not been picked up, please be aware that a 20% restocking fee will be applied to cover associated processing and handling costs. We appreciate your understanding and cooperation.

You acknowledge that once the tiles have been attached, you shall be deemed to have accepted the tiles. Online Tile shall not be liable for the cost of removing tiles that have been fixed.

If for some reason the tiles in your order are damaged, incorrect or faulty, Online Tile will arrange return shipping and replacement of the affected tiles. Please document any damage or issues with photos (ideally still in original packaging) to help identify the cause so we can continue to make our service better in the future.

To be eligible for an exchange you must be a full paying customer. If you did not purchase the tiles, you are not eligible for an exchange. A receipt or proof of purchase is also required. All returns for exchange must be for the entire quantity of tiles from the initial order. Partial returns, spares and leftover tiles will not be accepted for return or exchange.

Need help?

Contact us at for questions related to refunds and returns.