Returns and Exchanges

We want you to be happy with your selection. If for some reason you are not happy with your selection you have the right to cancel and return your order within 7 days from the date of the delivery.

Should you wish to cancel and return the goods as ordered. Please contact us on the “Contact Us” page with the full details including your name and invoice number.

Two options: refund or reselection


We will refund on the same payment method for the purchase, less a 20% handling and restocking cost. You are required to arrange delivery back to our distribution warehouse located in Wellington Region.


We will provide a full credit for you to use against the reselection of another product. You are required to arrange delivery back to our distribution warehouse located in Wellington Region.

Refunds or Credit will be processed only after a safe return to our warehouse. So please if freighting back, ensure the goods are packed and strapped on pallets for safe freighting and return.

Note – Specially ordered items or any Sale Offers, Clearance Line, and Promotional items are not available for return unless goods are faulty or incorrectly supplied. This does not affect or limit your rights under “New Zealand Consumer Guarantee Act 1993” or “New Zealand Fair Trading Act 1986”

Tiles left over at thee end of a project

If you end up with some tiles left over at the end of the project… that is a good thing as we always recommend that you keep spare tiles. These can be like gold should you ever need to make a repair to a damaged area or tile, or where plumbing and/or appliances require replacing.

You are very unlikely to find the same tile in years to come and even if you do – It will be a different shade and batch.

Should for some reason, you have many UNOPENED boxes left over once your project is completed, we may be able to accept these back as credit providing they are in a resalable condition. We can consider returns under these circumstances within 45 days from the invoice date, and must be full unopened boxes and will be at our discretion. (batches are one major factor)

Faulty / Incorrectly Supplied / Damaged items

Unfortunately, sometimes things go wrong and mistakes are made. Please contact us should something not be right and we will do our best to ensure that any possible issues are resolved and solved.

Damaged products must be noted at the time of delivery. No claims can be made for items that have been signed for as received in good condition.

Incorrect quantity or incorrect type of product must be notified in writing “contact us” within 48 hours of delivery. We may ask for photos and will arrange for the collection of any items sent in error.

We have a process of double-checking items dispatched for delivery and weight check against quantity for your quality assurance for correct deliveries and quantities.

Claims for incorrect product supplied or damaged goods that have been installed or used will not be considered. This policy does not affect your rights under Consumer Guarantees Act or Fair Trading Act.

What if something is not available

Tilemax focuses on providing the best in service. We endeavour to make sure that all products listed on our website are available and details correct. If for any reason that once items are ordered, they are found to be unavailable, we will notify you within 24 hours. We will work with you to offer an agreed alternative option, forward order with our next shipment, or a full refund. Whichever best suits you.