Nerang Tiles Customer Claim Form

We are sorry that you have encountered an issue with your order. It is frustrating for our customers and it frustrates us as well.

Below is information on how to submit a claim for replacements or identify an issue with your order. 

STOP INSTALLATION

If you have a concern about the correctness or quality of your tiles, installation must stop or those tiles affected must not be installed.

​Tiles installed are considered accepted for correctness and quality. 

When To Use This Form

If you receive broken or damaged tiles above what is allowed by Australian Standards.

• It is acceptable to have a few broken tiles on any consignment.
• ​​​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. 
• ​Broken or chipped tiles should be set aside for use as cuts or spares. Discuss with your tiler if you have sufficient quantities to complete your project.
• Claim any breakages within 24 hours of receipt. 
• Broken tiles must be returned to Nerang Tiles and not used. 

If you discover a fault or defect with your tile order.

• Tile defects should be assessed by a suitable professional and experienced tile expert who is qualified to assess tile defects under AS 4459.2 Determination of Dimensions and Surface Quality.
• Many types of aesthetic imperfections do not impair the functional properties of tiles, such as durability and are not considered defects. 
• Visual inspections before installation must be conducted. As a result of limits of control on materials, the Australian Standards of quality accept that at some scale imperfections will be visible in kiln fired products such as porcelain and ceramic tiles. 

If you receive incorrect tiles (wrong batch, colour, shade, size).

• ​Stop installation. Check your consignment on receipt. Cross reference received goods with your Tax Invoice, Quote & Order. Claims are not accepted if incorrect tiles are installed. 

A combination of the above.

Important Information

CHECK ALL CONSIGNMENTS ON RECEIPT AND REPORT ANY BREAKAGES TO NERANG TILES WITHIN 24 HOURS OF RECEIPT OR DISPATCH OF YOUR ORDER

CLAIMS FOR BREAKAGES OUTSIDE OF THIS TIME MAY BE REJECTED IF THE CONSIGNMENT WAS NOT SIGNED AS DAMAGED

DAMAGED TILES MUST BE RETURNED TO NERANG TILES IF REPLACEMENTS ARE APPROVED

NO CLAIMS WHATSOEVER ARE ACCEPTED ONCE TILES HAVE BEEN INSTALLED IF THAT CLAIM IS FOR DEFECTS, BATCH VARIATION, INCORRECT GOODS OR ANY OTHER FAULTS THAT SHOULD REASONABLY BEEN APPARENT BEFORE INSTALLATION.

NERANG TILES DOES NOT GUARANTEE AVAILABLITY OF STOCK OR REPLACMENTS GOODS IN THE SAME BATCH, COLOUR, SIZE OR FINISH.

PLEASE READ THE TERMS AND CONDITIONS OF SALE TOGETHER WITH IMPORTANT INFORMATION ABOUT YOUR ORDER ON THE BACK OF YOUR TAX INVOICE AND SENT AS A LINK IN YOUR DISPATCH TEXT MESSAGE.

Instructions

Click and download the form and follow the instructions.

​The completed form can be sent to Nerang Tiles via the Contact Us Page.  

Nerang Tiles Customer Claim Form.pdf
File Size:	428 kb
File Type:	pdf

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