Warranty Policy

At Metro Tiles Direct, we are confident that the products we supply meet high quality standards. Metro Tiles Direct warrants all products set out in the Schedule below to be free from defects in materials and workmanship, and of acceptable quality and durability for the purpose for which they are designed.

In addition to the statutory guarantees provided under the Australian Consumer Law, Metro Tiles Direct, as the supplier of the products in the Schedule, offers an additional contractual warranty subject to the terms and conditions set out in this Policy.

This warranty commences from the date of purchase of your product (or, for new buildings, on the date of handover) for the relevant period specified in the Schedule below. The warranty applies only to the original purchaser and is not transferable.

Please read this Warranty Policy carefully to ensure you are fully aware of your rights and our obligations when seeking to claim under a warranty or to receive a refund or replacement for products purchased from Metro Tiles Direct.

Any variations to this Warranty Policy must be in writing and signed by an authorised representative of Metro Tiles Direct.

This warranty applies under normal use of the product and covers defects arising solely from faulty materials or workmanship. In such cases, Metro Tiles Direct agrees to repair or replace the product subject to the conditions outlined below.

This warranty applies under normal use and covers defects arising solely from faulty materials or workmanship. It does not cover defects resulting from:

• Accidental damage, abuse, misuse, or abnormal stress or strain;
• Unusual physical or environmental conditions, excessive water pressure or temperature, or neglect;
• Natural disasters or other external causes.

Alterations and repairs of the products, unless carried out by an accredited and licensed service agent or technician, are not covered. The attachment of accessories or use of non-genuine replacement parts not manufactured or approved by the original manufacturer are also excluded.

• Upon receiving delivery of the product, ensure it is not damaged prior to installation;
• Verify the product matches the item purchased and listed on the tax invoice (correct item, series, colour, etc.) and has all components;
• If the product has marks, chips, imperfections, missing components, or is not what was purchased, do not install;
• Contact Metro Tiles Direct immediately to advise of your concerns prior to installation;
• Ensure installation and appropriate maintenance are performed by a suitably qualified tradesperson.

The warranty is void if:

• Proof of purchase or equivalent documentation cannot be supplied;
• Other devices are fitted to tapware (e.g., water filters) without approval;
• Isolation stop taps are not installed where required;
• Products are not installed by a licensed plumber and/or electrician where applicable;
• Installation does not follow relevant National Standards, State Regulations, or manufacturer's instructions;
• Products are used for purposes other than their intended design;
• Water pressure exceeds stated limitations (max 500 kPa at any outlet for new installations, except fire service outlets);
• Hot water outlet temperature exceeds 55°C;
• Non-approved devices or parts are attached to the product;
• Repairs or replacements are undertaken without prior approval by Metro Tiles Direct or by a non-approved agent;
• Products are used with water additives (e.g., cleaning/deodorising additives in cisterns);
• Normal wear and tear from regular cleaning or sealing issues;
• Inappropriate connection fittings to sewer or modifications not approved in writing;
• Damage from obstructions due to inadequate flushing or water supply issues (silt, tape, shavings, corrosion);
• Failure to clean or replace blocked aerator inserts in tapware or shower heads;
• Repairs with non-standard parts without written approval;
• Removal or non-installation of flow regulators or check valves as required;
• Damage to finishes from adhesives, sealants, or abrasive cleaners;
• Damage due to abuse or improper installation/use as determined by an authorised agent;
• Failure to follow care and maintenance instructions;
• Use of harsh detergents or abrasive cleaners, especially in commercial settings;
• Any failure to comply with installation, usage, cleaning, or maintenance requirements, except where a defect was unknown at purchase;
• Ceramic cartridge malfunctions due to foreign objects in the water supply;
• Failure to use non-acetic silicone when adhering mirrors;
• Cost of installation or removal of any item; warranty is void if damage occurred during or after installation or an incorrect unit was installed;
• Door and drawer alignment issues;
• Glass breakage once items have left our premises intact;
• Cracked or chipped stone (quartz/marble) or basins once delivered or installed;
• Free or promotional products, consumable components, and accessories;
• Slight imperfections or minor variations in dimensions, colour, or finish that do not affect functionality;
• Performance issues with handles, hinges, or runners due to incompatibility with previous fittings.

To make a warranty claim, notify Metro Tiles Direct within 7 days of first discovering the defect or malfunction. Email en*******@************om.au with:

• Proof of purchase;
• Handover documentation (for new homes);
• Compliance Certificate or equivalent;
• Your contact details and installation address;
• A photo or video clearly illustrating the product or fault.

As part of the claim process, you may be asked to return the product or defective components to a repair or distribution centre nominated by us. Ensure items are securely packed and returned with all parts. Freight arrangements will be discussed during the claim process.

Upon inspection, we will work with you to determine a solution, which may include:

• Repairing the product or parts;
• Replacing the product or parts, subject to availability;
• Suggesting a method of self-repair with compensation;
• Offering an alternative product if the original is discontinued;
• If repair or replacement is not feasible, providing store credit or a refund of the purchase price (including GST, excluding original delivery cost).

• Incorrect, Damaged, or Missing Parts on Delivery: Report with photos or videos within 3 business days of delivery, providing order and invoice details.
• Wrong Product Ordered: Return or exchange within 30 days per our Terms of Service.
• Change of Mind: Return or exchange within 30 days, subject to approval and conditions in our Terms of Service.

Manufacturer warranties are separate to, and in addition to, your rights under the Australian Consumer Law.