Important Information About Your Order With Nerang Tiles

Thank you for shopping at Nerang Tiles

We hope you were smiling, doing your tiling while shopping at Nerang Tiles

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Before Ordering

Checklist

• I have read the Terms and Conditions of Sale available online at www.nerangtiles.com.au.
• I have confirmed the information on my tax Invoice is correct and the correct quantity, batch, size, colour, finish and shade of goods have been ordered and inquired/inspected if there is any variation.
• I have measured and confirmed the quantity of goods with my tiler or builder.
• I have had reasonable time and opportunity to review a current batch goods sample before ordering.

​Nerang Tiles commences orders immediately on confirmation.

Payment of a Quote, Order or Invoice or provision of a purchase order is deemed acceptance of our Terms & Conditions of Sale available online & in-store & that the purchase information is correct
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Please choose carefully as refunds cannot be given after an order has been placed for change of mind.
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To assist making the right decision, Nerang Tiles offers:

• in-store samples;
• tile displays;
• the opportunity to order a current batch sample;
• images (if available); and
• design consultations. 

After Ordering

CHECK THE CONSIGNMENT ON RECEIPT

CHECK FOR: CORRECT COLOUR, PRODUCT, QUANTITY & BREAKAGES​

We take great care in ensuring that your order is packaged and handled properly to prevent breakages during transit. 

However, we advise you to carefully inspect your order within 24 ours of receiving it to ensure that the products are correct, in good quality and free from any breakages. Please note that if any issues are not reported within 24 hours of receiving your order, our suppliers may not warranty replacements. 

TILES INSTALLED ARE DEEMED ACCEPTED FOR CORRECTNESS & QUALITY

​REPORT ANY ISSUES TO NERANG TILES WITHIN 24 HOURS USING THIS FORM. 

Early reporting gives us the chance to rectify breakages, incorrect quantities or product issues promptly and address the consignment with the freight company. After 24 hours the manufacturer may not warrant a claim. 
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​NOTE: ​Due to the inherent natural characteristic of tiles and in accordance with ISO 13006-1998 and Australian Standards 4662-2003, it is acceptable to have up to 5%  broken / chipped / defective tiles. 

You will usually find a small quantity of chipped or damaged goods. This is unfortunately unavoidable. 
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These tiles are to be set aside for cuts and are still usable and fit for purpose. 

Manufacturers will not replace tiles that are deemed usable for cuts.

​​​​Nerang Tiles' liability ceases after 24 hours of receipt or handover to the customer for damaged, incorrect or defective goods above what is deemed acceptable if no claim is made.

Returns & Replacements

I have leftover or spare tiles, can i return them?

Partial returns, spares and leftovers will not be accepted for return or exchange.

​We suggest placing the goods on facebook market place or gumtree as someone local may purchase them.

​Spares are important to keep in case of future repairs or mishaps. 

Do you accept returns?

Yes we do accept returns for defective or incorrect goods before installation only and if notified within 24 hours of receipt of your consignment. ​

To make a claim for broken or defective goods that are not usable please notify Nerang Tiles within 24 hours of receiving your consignment by completing this form. Any later and manufacturers may not provide a replacement.

Please choose carefully as Nerang Tiles does not accept returns for change of mind, buyer error or excess Goods. 

I have placed my order but do not want the tiles anymore, can i cancel my order?​

Nerang Tiles commences orders immediately on confirmation.

Please choose carefully as refunds cannot be given after an order has been placed for change of mind.
​
To assist making the right decision, Nerang Tiles offers:

• in-store samples;
• tile displays;
• the opportunity to order a current batch sample; and
• design consultations. 

I have received broken tiles, what do i do?​

We are sorry to hear you have received broken tiles, this can be frustrating for our customers. It frustrates us as well.

It is acceptable to have a few broken tiles on any consignment. This is permitted due to the natural characteristics of tiles in accordance with ISO 13006-1998 and Australian Standards 4662-2003. Broken or chipped tiles should be set aside for use as cuts or spares. Manufacturers will not replace or warrant chipped or broken tiles where they can be used as cuts. 
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For breakages that are not usable please notify Nerang Tiles within 24 hours of receiving your consignment by completing this form. Any later and manufacturers may not provide a replacement.

Please document any issues with photos and its packaging to help identify the cause so we can continue to improve our service. 

Nerang Tiles does not guarantee availability of replacement Goods in the same batch, colour, size or finish.

​For more information see here. 

My tiles appear different to what I ordered

Sometimes tiles can appear different due to a number of factors. A few are listed below:

• Natural Batch Variation: Tiles are a natural product and will vary between batches. More information is available here.
• Lighting: Cool, warm or natural light will alter how a tile looks in a showroom, outside or in your space. 
• Room Colour: Even Matte tiles can reflect or absorb the colour of surrounding materials. For example, a pink wall reflected on a white tile will make the tile appear warm white, pink or even beige.
• Photo: Different cameras, screen resolution and settings can display different shades of colour.

These factors are not defects in a tile and are expected from the inherent natural characteristics of tiles. 

​More Information is available here. 

My tiles are faulty, what do i do?

​Notify Nerang Tiles within 24 hours of receiving your consignment by completing this form. Nerang Tiles will arrange replacement of the affected tiles subject to the manufacturer's approval.

Please document any issues with photos and its packaging to help identify the cause so we can continue to improve our service. 

In some cases investigation may be required. Nerang Tiles will organise for the manufacturer and a tile expert to identify the issue.

BEFORE INSTALLATION

We want you to be satisfied with your consignment. However we need you to ensure that your consignment is exactly what you ordered. In unforeseen circumstances you may receive something that may not be quite perfect and we need to be aware of it for our continuous quality control. We pride ourselves on our service to you.

Please check the consignment within 24 hours of receipt for your protection.

It is the responsibility of the tiler, builder or homeowner to check tiles before installation. If there is any concern regarding the quality, size, colour, shade or quantity, the tiles must NOT be installed.

​NOTE: ​Due to the inherent natural characteristic of tiles and in accordance with ISO 13006-1998 and Australian Standards 4662-2003, it is acceptable to have up to 5%  broken / chipped / defective tiles. 
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Tiles are quoted in their nominal (approximate) size only. As an industry standard their actual size can vary by +/- 2 mm.

We cannot guarantee a wall tile and a floor tile will line up perfectly despite both tiles showing a nominal size, e.g. ‘300x600’.​

Installation of goods is deemed acceptance for correctness and quality. ​Nerang Tiles and its manufacturers' will not accept any claims for replacement, repair or reimbursement once tiles have been installed if that claim is for incorrect tiles, shade variation, defects or any other fault that should reasonably have been obvious before installation commenced. 

DURING INSTALLATION

If a defect or mistake is discovered with your consignment while tiles are being installed, work must STOP immediately and Nerang Tiles must be contacted to report any issues to avoid delays with your project and this form must be completed.

During installation, your tiler should:

• Check the batch number is the same on every carton, unless you have previously accepted a mixed batch.
• Mix tiles from several cartons to ensure blending of any inherent shade variation. 
• Always clean adhesive, grout and wax from the tile surface. 
• Check each individual tile prior to installation for quality, correctness, chips or breakages.
• If sealing is required, ensure the tiles are thoroughly cleaned and dried prior to sealing.