Wrong or Damaged Tiles

At Nerang Tiles we strive to do the best we can to ensure our customers achieve their dream designs. However, sometimes mistakes can be made by anyone in the process of ordering, dispatching or the installation of tiles. 

We understand mistakes can be frustrating for our customers, it frustrates us as well. 

When you receive an order, it is critical the tiles be checked by the tiler, builder or homeowner before the tiles are installed. The following are important things to check when receiving your order: 

• Check that the correct tiles and quantity have been delivered. 
• Check that the batch is of a consistent size, shade and colour. 
• Check that enough tiles of the same batch are available to complete the required area. 
• Check tiles for defects, damage or imperfections. 
• Choose tiles from several boxes and mix them during installation to ensure blending. 
• Once tiles are installed, protect them from damage by others until handover to the owner.  

The above checklist is standard practice, otherwise the wrong tiles or other tile issues can be installed. All Nerang Tiles' deliveries are accompanied with paperwork with tile descriptions and instructions on what to check for and sometimes designed sketches specifying where tiles are to be installed. You should also receive a text message with additional information.

When tiles are being installed, it is standard practice for the tiler to check the tiles for damage and faults. Sometimes breakages can occur during transit and on site.

It is acceptable to have 2-3% of damaged goods on an order due to the inherent characteristics of tiles. Damaged goods should be set aside for cuts. 

We also recommend the homeowner has a discussion with the builder or tiler about where each tile is to be installed and in what design. This will assist in ensuring that the right tiles are installed and provide an opportunity to review tiles received. The tiler can also advise if there will be enough tiles to complete your space based on the determination of the number of cuts and wastage that will occur. 

What can cause these problems?

• Tiles are fragile during transit and can sometimes be damaged during transportation or at the factory. If the packaging is intact, it is sometimes impossible to determine if any damage has occurred. It is standard practice for the tiler to check the tiles before installation. 
• Sometimes the wrong tiles can be ordered or delivered to site due to human error. Nerang Tiles does its best to minimise these issues but it can happen on very rare occasions.

The builder, tiler or homeowner must check tiles on receipt and before installation. If tiles are not checked, sometimes the wrong tiles will be installed. Naturally, Nerang Tiles cannot be held responsible once tiles have been installed. 

Next Step

If your tiles have not been installed please contact Nerang Tiles immediately so we may address any issues. 

If your tiler has commenced tiling, please request that work stop immediately and contact Nerang Tiles. 

Tiles that are installed are deemed accepted for correctness and quality. The tiler or builder must assume responsbility for installing the wrong or imperfect tiles.