TERMS AND CONDITIONS — HQ TILES

Website: hqtiles.com.au

Effective date: 13 August 2026

1. ABOUT THESE TERMS

SYZ RESOURCES TRADING PTY LTD, ABN 58 633 011 775, trading as HQ Tiles (“HQ Tiles”, “we”, “us” or “our”), operates hqtiles.com.au.

These Terms and Conditions apply when you:

Access or use our website
Create a customer account
Purchase products from HQ Tiles
Arrange delivery or pickup
Make a warehouse visit appointment
Otherwise deal with HQ Tiles as a customer

By placing an order, you agree to these Terms and Conditions, our Privacy Policy and our Refund and Returns Policy.

Nothing in these Terms excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, including rights under the Australian Consumer Law.

2. CONSUMER SALES ONLY

HQ Tiles sells products to consumers for personal, domestic or household use.

We do not offer wholesale or trade accounts, and our website must not be used to purchase products:

For resale
For wholesale supply
On behalf of a building or trade business
For another commercial purpose without our prior agreement

We may decline or cancel an order that we reasonably believe is a trade, wholesale, resale or fraudulent order. If we cancel an order after receiving payment, we will refund the amount paid for the cancelled products.

3. PRODUCTS

HQ Tiles sells home-improvement products that may include:

Tiles
Basins
Shower screens
Artificial grass
Other products displayed on our website

Product availability, specifications, dimensions, inclusions and exclusions are stated on the relevant product page.

Images and colours displayed online are illustrative. Their appearance may vary because of lighting, photography, screen settings and manufacturing differences.

You should review the entire product description and ask us any necessary questions before ordering.

4. TILES SOLD BY SQUARE METRE

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

Unless a product listing states otherwise:

One box contains four tiles
One box covers 1.44 m²
Boxes cannot be divided
The quantity supplied must correspond to complete boxes

If a requested area does not equal a complete number of boxes, the required quantity may be rounded up to the next complete box. The final quantity and price should be reviewed before payment.

For example, a requested area of 10 m² requires seven boxes, providing a total of 10.08 m².

Coverage information is based on nominal product dimensions. Customers should allow for grout joints, cutting, breakage, pattern matching and site conditions.

5. TILE VARIATIONS AND PRODUCTION BATCHES

Tiles may be produced from ceramic, porcelain, clay, stone or similar materials and are manufactured in batches.

Normal characteristics may include reasonable variation in:

Shade and colour
Tone
Texture
Pattern
Surface finish
Dimensions
Calibre
Thickness
Edge appearance
Veining
Batch identification

Digital images and showroom displays may not reproduce a product’s exact appearance.

HQ Tiles does not currently offer product samples. Customers should not assume that a website image will provide an exact colour match.

A reasonable variation inherent in the product or disclosed before purchase is not necessarily a fault. However, this does not limit your rights if goods fail to comply with a consumer guarantee, including where they are significantly different from their description.

We recommend ordering the complete required quantity at one time. We cannot guarantee that later top-up orders will be:

Available
From the same batch
An exact shade or calibre match

Customers should confirm batch details before mixing separate tile orders.

6. ORDER QUANTITIES AND MEASUREMENTS

You are responsible for checking:

Room and installation measurements
Required square metres
Box quantities
Wastage allowance
Product suitability
Product dimensions
Installation requirements

We generally recommend ordering an additional 10–15% for cutting, breakage, wastage and future replacement. Some patterns, layouts or site conditions may require more.

Any quantity estimate provided by HQ Tiles is general assistance only and is based on the measurements and information supplied to us.

You remain responsible for verifying the required quantity with your installer or another suitably qualified person before placing the order.

An incorrect customer measurement or quantity calculation is not, by itself, a product fault.

7. PRODUCT INCLUSIONS AND INSTALLATION ITEMS

Only products and accessories expressly listed in the product description are included.

Unless a product description expressly states otherwise, 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 are supplied as products only and do not include installation, site preparation, adhesives, underlay, fittings or other accessories.

Customers are responsible for confirming all required accessories and compatibility before ordering.

8. PRICES AND GST

All prices are displayed in Australian dollars and include GST unless clearly stated otherwise.

Prices may be displayed:

Per square metre
Per box
Per item
Per roll
Using another unit clearly stated on the product page

The applicable product price, delivery fee and total order price are shown before payment.

We may change prices before an order is placed. A price change will not affect an order that we have already accepted, except where:

There is an obvious pricing or website error
The customer agrees to the change
A change is required by law

If an obvious pricing error affects an order, we may contact you to confirm the correct price or cancel the affected item and provide a refund.

9. ORDERS AND ACCEPTANCE

Submitting an order is an offer to purchase products under these Terms.

An automated email confirming receipt of an order does not guarantee:

Stock availability
Batch availability
Acceptance of the order
Delivery availability

We may verify stock, payment, product quantities, delivery eligibility and customer details before accepting or fulfilling an order.

We may decline or cancel an order before fulfilment where reasonably necessary, including because of:

Unavailable stock
A pricing or product-information error
Payment failure
Suspected fraud
Delivery limitations
An order that does not meet these Terms

If we cancel an order after receiving payment, we will refund the amount paid for the cancelled products and any applicable unprovided delivery service.

10. PAYMENT

Online payments are processed through Stripe.

Payment must be authorised and received before an order is released, delivered or made available for pickup.

HQ Tiles does not store complete payment-card details.

An order may be delayed or cancelled if:

Payment is declined
Payment cannot be verified
Stripe identifies a security concern
The transaction is reversed or disputed
Required customer information is incomplete

11. STOCK AND AVAILABILITY

All products are subject to availability.

Website stock information may not always reflect recent sales, damaged stock, stock checks or supplier changes in real time.

If an ordered product is unavailable, we may offer:

A suitable alternative, which you may accept or decline
A later fulfilment date
A partial order
Cancellation and a refund for the unavailable product

We will not substitute a product without your agreement.

12. TILE DELIVERY

Only tiles are available for delivery through our website.

Basins, shower screens and artificial grass are pickup-only unless HQ Tiles separately agrees in writing to another arrangement.

Online tile delivery is available within the 50 km delivery area configured around our dispatch location. Delivery eligibility is determined using the address and delivery area shown at checkout.

For locations outside this area, customers must contact HQ Tiles for a delivery quote. We are not required to provide delivery outside the online delivery area unless a separate arrangement is agreed.

Tile delivery charges

Tile delivery starts at $190.

Based on the actual tile quantity supplied:

Less than 172.8 m²: $190
172.8 m² to less than 230.4 m²: $250
230.4 m² to less than 288 m²: $310
288 m² to less than 345.6 m²: $370
345.6 m² to less than 403.2 m²: $430
403.2 m² to less than 460.8 m²: $490
Each additional 57.6 m²: an additional $60

The applicable fee will be displayed at checkout before payment. We may update delivery rates for future orders.

If an order contains tiles together with pickup-only products, online delivery may not be available for the mixed order. The customer may need to:

Select pickup for the entire order
Place the tile delivery and pickup items as separate orders
Contact HQ Tiles before ordering

13. DELIVERY CONDITIONS

Delivery dates and times are estimates unless we expressly agree to a specific commitment in writing.

Customers must provide:

A complete and accurate address
A working telephone number
Relevant access restrictions
Safe and reasonable delivery access
Any information reasonably required for the delivery

Delivery is made to the safe and reasonably accessible location agreed with the customer or identified in the delivery arrangement.

Delivery does not include carrying products inside, upstairs, installation or site work unless expressly agreed.

If delivery cannot be completed because of incorrect information, unsafe access, no authorised person being available or another matter within the customer’s control, we may charge a reasonable redelivery or storage fee. We will disclose the amount before arranging redelivery.

If you authorise goods to be left unattended, risk generally passes when the goods are left at the authorised location, except to the extent loss or damage is caused by HQ Tiles or the delivery provider.

Unexpected delays may arise from traffic, weather, vehicle problems, stock issues or events beyond reasonable control. We will provide updates and an appropriate solution where required by law.

14. PICKUP

Pickup is available for products shown as eligible for pickup.

Customers must wait until HQ Tiles confirms that the order is ready before attending the pickup location.

The person collecting may be asked to provide:

The order number
Identification
Proof of purchase
Written authority from the customer

Customers are responsible for bringing a safe and suitable vehicle and properly securing the products after collection.

Risk in the goods passes when the goods are collected by the customer or their authorised representative, except to the extent that loss or damage is caused by HQ Tiles.

15. INSPECTION BEFORE INSTALLATION

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

Installation
Cutting
Drilling
Gluing
Sealing
Alteration
Disposal of packaging or batch labels

Check the product type, colour, size, quantity, batch, visible condition and suitability.

If you believe products are incorrect, damaged or faulty, stop using or installing them and contact HQ Tiles promptly.

We request that visible delivery damage or an incorrect delivery be reported within 48 hours where reasonably possible. This helps us investigate the delivery but does not remove any rights you have under the Australian Consumer Law.

Installation or use does not automatically remove your consumer rights. However, a remedy may not be available where a problem was caused by incorrect installation, misuse, unsuitable site conditions or another matter unrelated to the condition of the product when supplied.

16. INSTALLATION

HQ Tiles does not provide installation unless expressly agreed in writing.

Customers are responsible for:

Engaging a suitably qualified installer
Confirming product suitability
Preparing the installation area
Following relevant standards and manufacturer instructions
Using suitable adhesives, sealants, grout and fittings
Checking tiles from multiple boxes before installation
Confirming waterproofing and structural requirements

HQ Tiles is not responsible for the acts or omissions of an independent installer or contractor that we did not engage.

Nothing in this section limits liability that cannot legally be excluded.

17. CANCELLATIONS AND CHANGE OF MIND

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

Changes their mind
Orders the wrong product
Chooses the wrong colour, size or quantity
Makes an incorrect measurement
Finds a cheaper product elsewhere
No longer needs the product
Has surplus material after installation

You may request cancellation before fulfilment, but acceptance is at HQ Tiles’ discretion unless cancellation is required by law.

If we agree to a cancellation, we will explain any reasonable and unavoidable costs before processing it.

This section does not limit rights relating to faulty, unsafe, misdescribed or otherwise non-compliant products under the Australian Consumer Law.

18. CONSUMER GUARANTEES AND WARRANTIES

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

These guarantees may include that goods are:

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 and undisturbed possession

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

The absence or expiry of a voluntary or manufacturer’s warranty does not remove rights available under the Australian Consumer Law.

Our Refund and Returns Policy explains how claims are handled.

19. WEBSITE USE

You must not:

Use the website unlawfully or fraudulently
Interfere with website security or operation
Attempt unauthorised access
Submit false customer or payment information
Copy website content for commercial use without permission
Use automated tools to collect website data without permission
Introduce viruses or malicious software

We may restrict access where reasonably necessary to protect the website, customers or business.

20. INTELLECTUAL PROPERTY

The website’s branding, text, layout, graphics, product information and original images are owned by or licensed to HQ Tiles.

You may view and print website content for personal shopping purposes.

You must not reproduce, modify, distribute or commercially use our content without written permission, except where permitted by law.

21. LIABILITY

Nothing in these Terms excludes, restricts or modifies:

Australian Consumer Law rights
Liability for fraud or wilful misconduct
Any other liability that cannot lawfully be excluded

To the extent permitted by law, HQ Tiles is not responsible for loss caused by:

Customer measurement or ordering errors
Incorrect installation
Misuse or alteration after supply
Unsuitable site conditions
Normal disclosed product variations
An independent installer or contractor
Events outside our reasonable control

We remain responsible for loss or damage where the law requires, including reasonably foreseeable loss caused by a failure to comply with an applicable consumer guarantee.

22. GOVERNING LAW

These Terms are governed by the laws of Victoria, Australia.

The parties submit to the courts and tribunals having jurisdiction in Victoria, subject to any rights a consumer has to bring a claim in another jurisdiction.

23. CHANGES TO THESE TERMS

We may update these Terms when our products, website, fulfilment practices or legal obligations change.

The updated Terms will apply to orders placed after their effective date. Terms applying when an order was accepted will continue to govern that order unless a change is required by law or agreed with the customer.

24. CONTACT HQ TILES

Questions about these Terms 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