Refunds Policy

If you decide that an ordered item no longer suits your project, simply contact Metro Tiles Direct in writing to request a return under our Policy. You may exchange the item for a similar product or receive store credit toward your next purchase.

Metro Tiles Direct accepts returns within 14 days of the receipt of goods and all returned items must be in original condition with packaging intact and unmarked. All damages to products must be notified to us within 48 hours of collection or receipt of goods; any damages reported after this period will not be eligible for exchange or refund.

You as the customer have a duty of care for the product whilst it is in your possession. If products are damaged by you, no return will be accepted. All returns will incur a 20% restocking fee for change of mind and incorrect purchase.

The cost of return delivery will be incurred at the customer's expense.

Please note that the Policy does not apply to items that have been installed or used. All goods must be in "brand new" condition (please refer to the section below for details) to be eligible for a return.

For any product issues or claimed defects, please refer to our Warranty Policy. The Policy is limited to the original order only and does not cover goods provided as warranty replacements. Additionally, this Policy does not apply to any floor stock, clearance items, or scratch-and-dent sales.

Step 1 — Contact Us: Email us at en*******@************om.au or reply to your Order Confirmation email, and attach the completed return application form available through our sales team.

Step 2 — Pack Your Return: Please ensure that all parts and fittings are included, and both the product and its packaging remain in "brand new and resaleable" condition. Pack the item carefully to avoid damage in transit; items damaged during transit will not be eligible for exchange or store credit under this Policy. Items must be returned to 192 Granite St, Geebung QLD 4034, or as otherwise indicated on the application form.

Step 3 — Inspection and Processing: Upon receiving your return, our warehouse staff will inspect and assess the item(s). If the return meets the criteria set out in this Policy, we will approve the return and process either an exchange or the issuance of store credit. For orders returned via courier or freight, processing is generally completed within 3 business days of receipt.

Exchange: You may exchange the item for one that is of equivalent value; of lesser value (with the balance credited to you in the form of an eGift card); or of greater value (with the difference payable by you).

Store Credit: Alternatively, you may choose to receive store credit, valid for use within 6 months from the date of issue.

Proof of Purchase: All returns under the Policy must be supported by proof of purchase, the adequacy of which will be determined at our discretion.

Refunds: Metro Tiles Direct does not provide refunds for change of mind returns on unboxed items / installed or used products / custom-made or custom cut goods at your request / floor display or discontinued clearance items, unless proof of manufacturer's fault and defect is provided and approved by a member of our team. If your return is accepted under the Policy, your only entitlement is as set out in the Return Options section above.

Timeframe: All return requests must be submitted in writing within 14 calendar days of receiving your goods, and all items must be returned to our warehouse within 2 weeks of your request. Failure to adhere to these timeframes will result in forfeiture of your right to return the goods under the Policy.

Duty of Care: As a customer, you are responsible for the product while it is in your possession. The title and risk of the returned goods remain with you until the return is fully processed. If an item is damaged prior to processing (e.g., while in transit or in your possession), you may not be entitled to an exchange or store credit.

All items returned under this Policy must be in "brand new" condition, meaning:

• All products, parts, fittings, manuals, and datasheets (where applicable) are included and complete.
• Products and parts show no marks, scratches, or signs of attempted installation.
• Internal protective packaging is intact to avoid transit damages.
• External packaging is new with no rips, tears, cuts, punctures, marks, or modifications.

Custom order or custom cut items cannot be modified, returned, or exchanged under this Policy. For online orders, this information is provided on the product page. For in-person orders, our staff will advise you accordingly.

Made-to-order items are ineligible for cancellations or refunds.

All our items are thoroughly inspected for damage and missing parts prior to delivery. They are sent out in brand new condition. Please inspect your items immediately upon receipt. Any damages should be reported to us within 3 business days. Failure to do so will imply acceptance that the items are not damaged. For further details on damaged items, please refer to our Warranty Policy.

If an item has been installed or used, we cannot accept a return under the Policy unless the item is faulty or defective under our Warranty Policy. If you believe your item qualifies for a warranty claim, please contact us before removing the item, as we may need to inspect the installed product to determine if the warranty applies.