Terms & Conditions

Orders, Returns & Exchanges 

When we issue an invoice for your order at Phil’s Tiles, this signals that the transaction is complete and final. Any tiles that are ordered, as per your request are considered final and cannot be returned or exchanged, especially if they were special ordered items. 

We would like to inform you that all special orders cannot be returned. As special orders are custom-made to meet your specific requirements, we cannot accept returns or exchanges for these products. 

We understand that sometimes changes may occur, and we are happy to accommodate any modifications to your order before it is processed. However, once the special order is in production or has been delivered to you, it cannot be returned or exchanged. 

For stocked tiles, returns are only accepted if the batch number is from our current stock. However, to be eligible for a return, the tiles and packaging must be in their original condition. 

We understand that sometimes customers may change their mind or encounter unexpected issues during the installation process, and we are happy to accommodate returns or exchanges for stocked tiles.  

Once we have received and inspected the tiles, we will issue a refund or exchange as per your request.  Please note that a restocking fee may apply for any returned tiles. 

We want to ensure that you are completely satisfied with your purchase, so please take the time to review your order and ask any questions before finalising your purchase. 


Installation of product 

At Phil’s Tiles, we encourage you to carefully inspect your tiles before installation. Once you begin the installation process, it indicates that you have accepted the product and any issues or concerns will be assumed to be related to the installation process rather than the product itself. 

We want to ensure that you are completely satisfied with your purchase, so please take the time to thoroughly inspect your tiles before installation to ensure that they meet your expectations. If you have any concerns or questions about the product, please do not hesitate to contact us before proceeding with installation. 


Delivery Information 

At Phil’s Tiles, we offer two forms of delivery for your convenience: local delivery or delivery through a third-party freight service. When you place your order, our team will communicate the expected delivery date with you. It is your responsibility to ensure that you are present at the delivery location on the day communicated to you by our team. 

Additionally, please make sure that there is a safe and accessible space available for the delivery of your tiles. This will help to ensure that the delivery process goes smoothly and that your tiles are delivered in good condition. 

When you receive your order of tiles, it is important that you take responsibility for the following: 

  • Inspecting the tiles upon delivery 
  • Checking for the correct product, quantity, and any breakages 
  • Reporting any discrepancies within 24 hours. 


To ensure that we can provide you with the best possible service, it is important that you report any discrepancies with your tiles within 24 hours of delivery. If you do not report any issues within this timeframe, we may be unable to help you with replacing your tiles. 

If you do notice any discrepancies, please take photos of the issue and email them to us at info@philstilewarehouse.com.au. We will review and investigate the matter promptly to determine the best course of action. 


Shades, Batches & Website Imagery 

At Phil’s Tiles, we strive to provide accurate product images, colours, and information on our website. However, please note that the colour of our products may vary due to factors such as the lighting settings where the photo was taken, different device screen settings, and variations in batches. 

Please note that our wholesaler’s current stock may vary slightly from the colour of the tile that you viewed in our showroom. While we strive to ensure that our products are consistent in colour and quality, there may be some variation between batches.  

To avoid any uncertainty, we recommend ordering a sample prior to placing an order. This will allow you to get a better sense of the product’s colour and ensure that it meets your expectations. 


Holding of stock in our website 

We would like to inform you that while we are happy to hold your tile orders in our warehouse, we cannot guarantee that they will not be damaged during this time. We always do our best to ensure the safe delivery of our products to the site, but there are some factors that are beyond our control. 

We want to emphasize that we do not charge for holding your tiles in our warehouse, and we are doing so out of kindness to accommodate your needs. However, we kindly request that you arrange for the delivery of your tiles as soon as possible to avoid any potential damages that may occur due to prolonged storage. 

We value your satisfaction and understand the importance of timely delivery of quality products. Therefore, we recommend that you schedule the delivery of your tiles to the site at the earliest convenience to ensure that they arrive safely and without any damages. 


Payment terms 

At Phil’s Tiles, we require a 50% deposit to be made upon the date of purchase. The remaining balance of your order will be due prior to collection or delivery of the tiles. 

We want to make the payment process as easy as possible for you, so we accept a range of payment methods including cash, credit card, and bank transfer. Please note that if you are paying via bank transfer, the remaining balance must be cleared in our account prior to collection or delivery of the tiles. 

Please reference your invoice number when making a bank transfer.  


Calculation of quantities (inc wastage guide) 

At Phil’s Tiles, we offer assistance in calculating the quantities of tiles needed for your project. However, please note that we are not responsible for the accuracy of quantities calculated on behalf of your tiler or builder. 

Our calculations are provided as a service to assist you with your purchase, but it is ultimately your responsibility to ensure that the quantities are checked by your builder or tiler prior to commencing any work. We recommend that you consult with your builder or tiler to confirm the quantities required for your project and to ensure that you have ordered the correct amount of tiles. 

At Phil’s Tiles, we highly recommend that you add 10% extra tiles to your order to allow for wastage and cuts during installation. This is a general guide and the exact amount of wastage may vary depending on the individual project. 

Adding an additional 10% to your order will help to ensure that you have enough tiles to complete your project without any delays or additional costs. We encourage you to discuss the exact amount of wastage and cuts required with your tiler or builder to ensure that you have the correct quantity of tiles for your project.