Returns and variations
Tiles are made from natural and fired materials. Please read this before you order and install.
Normal variations
- Shade, tone, texture and finish can vary between batches.
- Size tolerances of up to ±1–2 mm are industry standard.
- Website images are indicative — lighting, batch and screens change how a tile looks.
Before you install
- Check the goods and confirm they suit your project before installation — installation counts as acceptance.
- Order the right quantity, including an allowance for cuts.
Change of mind
- Within 30 days of pickup, with your receipt or order number.
- Full, unopened boxes only, in a condition we can resell.
- A 20% restocking fee applies to the value returned.
- Tiles come to us from our supplier's warehouse, so tile returns go back there: you pay the freight to the warehouse (we tell you where). Supplies (adhesive, grout, tools) can come back to our Cromwell store.
What can't be returned
- Opened or loose boxes, cut, laid or used tiles.
- Special orders, end-of-line and clearance stock.
- Samples, and opened adhesive, grout or other mixed products.
Faulty or wrong goods
- Tell us before you install. We replace or refund at no cost, including the return freight.
- Nothing here limits your rights under the Consumer Guarantees Act 1993.
Refunds and cancellations
- Refunds go back to the way you paid, within 10 working days of us receiving the return. The card surcharge isn't refunded.
- Confirmed orders can't be cancelled, except where New Zealand consumer law requires.
Full policies · contact@atelierceramics.co.nz