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REFUND AND RETURNS POLICY — HQ TILES

Website: hqtiles.com.au

Effective date: 13 August 2026

 

1. ABOUT THIS POLICY

SYZ RESOURCES TRADING PTY LTD, ABN:58 633 011 775, trading as HQ Tiles (“HQ Tiles”, “we”, “us” or “our”), wants customers to understand how refunds, returns, replacements and product problems are handled.

This Policy applies to consumer purchases made through hqtiles.com.au or directly from HQ Tiles.

This Policy operates together with our Terms and Conditions and does not exclude, restrict or modify any right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

 

2. AUSTRALIAN CONSUMER LAW

Products sold by HQ Tiles come with automatic consumer guarantees where the Australian Consumer Law applies.

Goods must generally be:

  • Of acceptable quality

  • Fit for their normal purpose

  • Fit for a disclosed purpose that the customer relied on us to assess

  • Consistent with their description

  • Consistent with any applicable sample

  • Supplied with clear title

If a product fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund, compensation or another remedy depending on the circumstances and seriousness of the problem.

These rights cannot be removed by this Policy.

 

3. NO CHANGE-OF-MIND RETURNS

HQ Tiles does not provide refunds, credits, exchanges or returns merely because a customer:

  • Changes their mind

  • No longer likes or needs the product

  • Finds the product cheaper elsewhere

  • Orders the wrong product

  • Chooses the wrong size, colour, style or finish

  • Orders an incorrect quantity

  • Makes an incorrect measurement or calculation

  • Has surplus material after installation

  • Fails to check product dimensions or inclusions

  • Does not obtain approval from an installer or another person before ordering

A decision not to accept change-of-mind returns does not affect rights relating to faulty, unsafe, misdescribed or otherwise non-compliant goods.

 

4. TILES SOLD BY SQUARE METRE

Tiles are priced and sold by square metre but supplied in complete boxes.

Unless the product listing states otherwise:

  • One box contains four tiles

  • One box covers 1.44 m²

  • Boxes cannot be divided

  • Requested quantities may need to be rounded up to a complete box

A quantity rounded to a complete box is not considered incorrect where the box coverage and rounding requirement were disclosed before purchase.

Customers are responsible for checking measurements and the final quantity before ordering.

 

5. TILE VARIATIONS

Tiles are manufactured in batches and may have reasonable variation in:

  • Colour and shade

  • Tone

  • Texture

  • Pattern

  • Veining

  • Surface finish

  • Dimensions

  • Thickness

  • Calibre

  • Edge appearance

  • Batch identification

Website images may also appear differently because of lighting, photography and screen settings.

HQ Tiles does not currently offer product samples.

A normal characteristic or reasonable batch variation that was disclosed before purchase is not necessarily a fault.

However, this does not limit your rights where goods are significantly different from their description or otherwise fail to comply with a consumer guarantee.

Customers should order the full required quantity at one time because future top-up orders may not be available or may come from a different batch.

 

6. INCORRECT MEASUREMENTS AND SURPLUS PRODUCTS

HQ Tiles is not required to provide a change-of-mind return where a customer:

  • Miscalculates the required area

  • Relies on incorrect measurements

  • Orders too much or too little

  • Does not include sufficient wastage

  • Changes the installation layout

  • Has unopened boxes remaining after installation

Any quantity guidance provided by HQ Tiles is an estimate based on customer-supplied information.

Customers should confirm quantities with a suitably qualified installer before ordering.

 

7. PRODUCT INCLUSIONS

Only items expressly identified in the product description are included.

Unless expressly stated, basins do not include:

  • Tapware or mixers

  • Waste or plug

  • Connectors

  • Traps

  • Pipework

  • Silicone or sealants

  • Mounting hardware

  • Installation

Unless expressly stated, shower screens and artificial grass do not include installation, site preparation, adhesives, underlay, fittings or accessories.

A missing item is not considered a product fault where the product description clearly stated or reasonably showed that the item was not included.

 

8. INSPECT PRODUCTS BEFORE INSTALLATION

Customers should inspect all products as soon as reasonably possible after delivery or pickup and before:

  • Installation

  • Cutting

  • Drilling

  • Gluing

  • Sealing

  • Alteration

  • Mixing separate tile batches

  • Disposing of packaging, labels or batch information

Check:

  • Product type

  • Colour and finish

  • Dimensions

  • Quantity

  • Visible damage

  • Batch and shade information

  • Included components

  • Suitability for the intended installation

If you believe a product is incorrect, damaged or faulty, stop using or installing it and contact HQ Tiles promptly.

We request that visible delivery damage or incorrect deliveries be reported within 48 hours where reasonably possible. This assists our investigation but is not a deadline that removes Australian Consumer Law rights.

 

9. MAKING A CLAIM

To request an assessment, email hello@hqtiles.com.au and provide, where reasonably available:

  • Your name

  • Order number

  • Proof of purchase

  • A description of the issue

  • When the issue was discovered

  • Clear photographs or video

  • Photographs of packaging and product labels

  • Tile batch, shade or calibre information

  • The quantity affected

  • Whether the product has been installed, cut, altered or used

  • The remedy you are requesting

Please keep the product and relevant packaging or labels until we provide instructions.

Do not dispose of allegedly faulty or damaged goods before allowing a reasonable opportunity for assessment, unless keeping them would be unsafe or unreasonable.

 

10. PROOF OF PURCHASE

We may request reasonable proof that the product was purchased from HQ Tiles.

Proof may include:

  • Order confirmation

  • Tax invoice

  • Receipt

  • Stripe transaction record

  • Bank statement

  • Customer-account order history

  • Other reasonable evidence of purchase

A product does not need to be in its original packaging for a valid Australian Consumer Law claim. However, packaging, labels and batch information may help us investigate the issue.

 

11. PRODUCT ASSESSMENT

HQ Tiles is entitled to assess a product before providing a remedy.

Depending on the issue, we may ask you to:

  • Provide photographs or video

  • Stop installation or use

  • Make the product available for inspection

  • Return the product

  • Permit collection of a large or heavy product

  • Provide information from the installer

  • Provide batch or product-label details

The assessment will consider:

  • The product description

  • The nature and price of the product

  • Disclosed product variations

  • The product’s age and condition

  • Installation and site conditions

  • Whether the product was misused or damaged after supply

  • Whether the problem is major or minor

  • Applicable consumer guarantees

 

12. MAJOR PROBLEMS

A product may have a major problem where, for example, it:

  • Is unsafe

  • Is substantially unfit for its normal purpose and cannot easily be fixed within a reasonable time

  • Is substantially unfit for a disclosed purpose relied upon by the customer and cannot easily be fixed

  • Is significantly different from its description

  • Has a serious problem, or several problems, that would have stopped a reasonable consumer purchasing it if known beforehand

Where there is a major problem, the customer may generally choose to:

  • Reject the goods and receive a refund

  • Reject the goods and receive a replacement

  • Keep the goods and seek compensation for the reduction in value

Any remedy remains subject to the Australian Consumer Law and the circumstances of the claim.

 

13. MINOR PROBLEMS

Where a problem is minor and can be fixed within a reasonable time, HQ Tiles may choose an appropriate remedy, such as:

  • Repair

  • Replacement

  • Providing a missing component

  • Another reasonable solution

If a minor problem cannot be fixed within a reasonable time, further remedies may become available under the Australian Consumer Law.

 

14. WHEN A REMEDY MAY NOT BE AVAILABLE

A remedy may not be available where:

  • The customer simply changed their mind

  • The customer ordered the wrong product or quantity

  • The problem was disclosed before purchase

  • The problem was caused by misuse

  • The product was incorrectly installed

  • The product was damaged during customer transport

  • The product was altered, cut, drilled or treated incorrectly

  • Unsuitable adhesives, sealants, grout or cleaning products were used

  • Site movement, moisture, inadequate preparation or structural conditions caused the problem

  • An independent installer caused the problem

  • The customer continued installation after an obvious issue was discovered

  • The claimed issue is a reasonable, disclosed characteristic of the product

This section does not prevent a claim from being assessed. Installation, use or absence of original packaging does not automatically remove consumer rights.

 

15. INCORRECT OR DAMAGED DELIVERIES

If HQ Tiles supplies the wrong product, wrong quantity or goods damaged during delivery arranged by HQ Tiles, contact us promptly.

We may request:

  • Photographs of the delivered goods

  • Packaging and pallet photographs

  • Product and batch labels

  • Delivery documentation

  • Details of any visible damage at delivery

Do not install, cut or use incorrectly delivered or visibly damaged products unless HQ Tiles confirms that you may do so.

We will investigate and provide an appropriate remedy where required.

 

16. PICKUP ORDERS

Customers should inspect pickup orders as soon as reasonably possible.

Basins, shower screens and artificial grass are pickup-only unless a different arrangement is expressly agreed.

Customers are responsible for:

  • Bringing a suitable vehicle

  • Safely loading and securing the products

  • Protecting the products during transport

  • Checking the order quantity and visible condition

HQ Tiles remains responsible for products that were faulty, damaged or incorrect when supplied. We are not responsible for damage caused by the customer’s vehicle, loading method, restraints, transport or handling after collection.

 

17. RETURN AND TRANSPORT COSTS

Return and transport responsibility depends on the reason for the return and the Australian Consumer Law.

For an accepted change-of-mind return, if HQ Tiles agrees to one as a goodwill exception, the customer may be responsible for reasonable return costs and other agreed conditions.

For a product that fails to meet an applicable consumer guarantee:

  • HQ Tiles will meet reasonable return costs where required by law

  • Large, heavy or difficult-to-return goods will be handled in accordance with the Australian Consumer Law

  • We may arrange collection or provide return instructions

  • Customers should not arrange expensive transport, removal or disposal without contacting us first where reasonably possible

Any proposed collection or return arrangement will be communicated before it occurs.

 

18. INSTALLED, CUT OR USED PRODUCTS

Installing, cutting, drilling, gluing, sealing or using a product does not automatically remove Australian Consumer Law rights.

However, it may affect the assessment where:

  • The problem was visible before installation

  • Installation caused or worsened the problem

  • The product can no longer be properly inspected

  • The goods were used after the customer became aware of the problem

  • The claimed loss could reasonably have been avoided

If you notice a possible problem during installation, stop work and contact HQ Tiles promptly.

Claims for removal, reinstallation, labour or consequential loss will be assessed under the Australian Consumer Law and the circumstances of the claim.

 

19. SALE AND DISCOUNTED PRODUCTS

Sale and discounted products have the same Australian Consumer Law protections as full-price products.

A remedy may not be available for a specific defect if:

  • The defect was clearly disclosed before purchase

  • The discount was provided because of that disclosed defect

  • The product is otherwise consistent with its description and applicable consumer guarantees

Change-of-mind returns are not accepted merely because a product was discounted or later offered at a lower price.

 

20. WARRANTIES

HQ Tiles does not provide an additional voluntary warranty unless expressly stated in writing for a particular product.

This does not affect automatic rights under the Australian Consumer Law.

Consumer guarantees may continue to apply for a reasonable period based on the product, price, expected use and other relevant circumstances, regardless of whether a voluntary or manufacturer’s warranty exists or has expired.

 

21. REFUNDS

Where a refund is approved or required by law:

  • It will generally be returned to the original payment method

  • Stripe refunds will be processed through Stripe where applicable

  • Processing times may depend on the customer’s financial institution

  • We will process the refund within a reasonable time

  • The refund will include any amounts required by applicable law

A refund will not normally be provided as store credit unless the customer agrees.

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22. REPLACEMENTS

A replacement is subject to availability.

For tiles, an exact shade, batch or calibre match may not be available. If an appropriate replacement cannot be supplied, we will discuss another remedy where required by law.

Customers should not mix replacement tiles with existing tiles until shade, calibre and suitability have been checked.

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23. CONTACT HQ TILES

Refund, return and product claims may be directed to:

HQ Tiles

Email: hello@hqtiles.com.au

Phone: 0452066888

Website: hqtiles.com.au

Location: 127 McEwan Rd, Heidelberg West VIC 3081

Please include your order number and relevant photographs where reasonably available.

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