Refund policy

Last updated: 2026

At TilePop NZ, we want you to be happy with your purchase. If there is an issue with your order, please contact us and we will do our best to help.

Returns

Faulty or damaged products should be reported as soon as reasonably possible, and shipping-related damage must be reported within 7 days of delivery.

To be eligible for a return:

  • Products must be unused and in their original condition.
  • Products must be returned in their original packaging.
  • Proof of purchase must be provided.
  • Return requests must be submitted within 30 days of delivery.

To request a return, please contact us at hello@tilepopnz.com.

Please do not send products back without first contacting us and receiving return instructions.

Please note: Due to differences in screens, lighting, and personal perception of colour, TilePop NZ recommends ordering a sample before purchasing full boxes. Colour variations are not considered a fault and are not grounds for a return or refund.

Return Shipping

If you change your mind, you are responsible for the cost of returning the products to us.

If the return is due to:

  • a faulty product,
  • a damaged product received during shipping, or
  • an incorrect item sent by us,

TilePop NZ will cover reasonable return shipping costs.

Samples

Samples are intended to help customers assess colour and suitability before purchasing full boxes.

Unless faulty or incorrectly supplied, samples are generally not eligible for return or refund.

Damaged or Incorrect Orders

Please inspect your order as soon as it arrives.

If your order is damaged, defective, or incorrect, please contact us within 7 days of delivery and include:

  • Your order number
  • A description of the issue
  • Clear photographs showing the damage or fault

We will assess the issue and arrange an appropriate solution, which may include a replacement, repair, store credit, or refund.

Change of Mind Returns

 

Please choose carefully before completing your purchase.

TilePop NZ does not offer refunds, returns, or exchanges for change-of-mind purchases, including where:

  • You have ordered the wrong product, colour, or quantity.
  • You no longer require the product.
  • You have changed your mind after placing an order.
  • The product does not match personal preferences or expectations.

We strongly recommend ordering a sample before purchasing full boxes if you are unsure about colour, finish, or suitability for your project.

Refunds

Once we receive and inspect the returned products, we will notify you of the outcome.

If approved, refunds will be processed back to the original payment method.

Please allow up to 15 business days for the refund to appear in your account, depending on your bank or payment provider.

Non-Returnable Items

The following items cannot be returned unless faulty or required by New Zealand consumer law:

  • Custom orders
  • Special-order products
  • Clearance or final-sale items
  • Gift cards
  • Products that have been installed, modified, or damaged after delivery

Consumer Guarantees Act

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or any other applicable New Zealand consumer protection laws.