Can I change my mind?

Our website processes orders as soon as they are placed, allowing us to get your order delivered to you as quickly as possible. Once an order has been placed, we unfortunately cannot offer a refund for change of mind.

To help with the decision-making process, we recommend you make the most of our 5 samples for $20 service, so you know exactly what you are getting before you place your tile order.

Exchange your product within 30 days

While we can't offer a refund for a change of mind, we maybe able to facilitate an exchange on all in-stock tiles, within 30 days of delivery.

Tile exchanges must be initiated within two (2) days of receipt of tiles (provided they have not been attached).

Boxes must be full and unopened. All returns and exchanges are subject to prior approval so please get in contact with us at before sending anything back.

Return shipping to one of the TileHaus warehouses in Auckland is to be arranged and paid for in full by the customer.

There is a 25% restocking fee on all exchanges.

A credit will be processed after the safe return of the product to one of our Auckland warehouses. Please ensure the products are packed on a pallet for safe freight.

Please note that until the tiles have been return undamaged, they remains the responsibility of the purchaser. If damage does occur during the return transit, TileHaus will not be able to accept this return. 

Sale, clearance and pre-order tiles sourced from Australia are not available for return or exchange unless the goods are faulty or incorrect (as they are made to order). This does not affect or limit your rights under New Zealand Consumer Guarantee Act 1993 or New Zealand Fair Trading Act 1986.

To be eligible for an exchange, you must be a full paying customer and have a receipt or proof of purchase. Returns for exchange must be for the entire order. Partial returns or left-over tiles cannot be returned or exchanged. You must be the original purchaser of the order to be eligible for an exchange.

Please ensure you inspect the tiles before installation, as no claims can be made once the tiles have been laid. Installation constitutes aesthetic acceptance of the good.

How do I use my TileHaus credit on replacement tiles?

When we process the credit you will receive an email with a unique checkout cart code that acts as a discount to be applied on a subsequent order. You place the tile order as a completely new order, and at checkout enter your code.

Your TileHaus credit code will be valid for six months.