Sales Ts&Cs

• Account Customer: A customer with credit terms. Goods and Services are supplied with a tax invoice issued. Payment is made based on agreed terms.
• As Is: Goods sold past their expiry date or with known imperfections such as surface defects, off-shade colouring, incorrect box markings, size variations, altered slip ratings, bowing, or other faults. These items must be inspected prior to use and are excluded from the National Tiles Extended Warranties. All purchases are final, no Returns, refunds, or exchanges are accepted for change of mind or due to product faults notified at the time of sale. These Goods will be noted in Our Documentation.
• B2B Customers: Business-to-Business, customers including but not limited to builder, tiler, TileWorx and Trade + customers with an ABN.
• B2C Customers: Business to Consumer customers who are the end users of the Goods, paying the retail ticket price as displayed in store or online at the time of purchase.
• Clearance: Goods marked accordingly and with Was/Now pricing displayed in Our stores or on Our website. All purchases are final—no Returns, refunds, or exchanges are accepted for change of mind. These Goods will be noted in Our Documentation.
• Delivered: Goods are considered Delivered once collected by You or Your representative or Your freight provider or Delivered by Us to a site nominated by You. Unless otherwise agreed, Goods are only available to be collected from Our premises. Services are considered Delivered once activity is complete.
• Despatched: Goods are considered Despatched once collected by You or Your representative or Your freight provider or sent out for delivery by Us to a site nominated by You. Unless otherwise agreed, Goods are collected from Our premises. Services are considered Despatched once activity commences.
• Documentation: May include but is not limited to – Measure & Quote Request, Installation Quote, Quote, Order Confirmation, Delivery Docket and Tax Invoice.
• Fees: Additional charges payable by the customer under specific circumstances, including but not limited to credit card surcharges, delivery, redelivery, handling, standby and delivery to store.
• Flooring: Goods that include engineered timber, hybrid, laminate and vinyl.
• Goods: The physical products being sold as specified in Our Documentation.
• Metro Area: Metropolitan delivery areas as determined by Us and subject to change at Our discretion.
• National Tiles: Means National Tiles Co Pty Ltd ACN 007 381 599 of 174 Torquay Road Grovedale, 3216 or National Tiles Install Pty Ltd ACN 637 190 437 of 174 Torquay Road Grovedale, 3216
• Natural Stone: Goods that are made using Natural Stone.
• Non-Residential: This category encompasses, but is not limited to, commercial establishments, communal areas, and public spaces.
• Order: The request by You to purchase Goods from Us.
• Order Cancellations: The termination of a purchase agreement before the Goods or Services are Delivered.
• Pallet Space: Assumes a pallet size no greater than 1200mm x 1200mm.
• Progressive Payment Customer: All Non Account Customers. Progressive Payment Customers must pay for an Order in full prior to the supply of Goods and Services.
• Quotation: The price submitted by Us for Goods and/or Services.
• Residential: This category encompasses private, domestic, dwellings and spaces.
• Returns: Goods that are unused and not required by the customer which are returned to Us under certain conditions for either exchange, credit or refund.
• Services: Activities being sold such as the installation of Flooring.
• Special Order Item: Goods that are not ranged, may be sourced specifically for Your Order and may be subject to minimum Order quantities. They are identified in Our Documentations by stock group = I or stk grp = I or by Indent Item or by Special Order. Lead times will vary depending on Our suppliers’ stock availability and their location.
• Stocked Item: Goods that are regularly ranged and available for purchase. They are identified in Our Documentation by stock group = S or stk grp = S or Stocked Item.
• Tiles: Floor and wall coverings that are made from but not limited to ceramic and porcelain. Natural Stone products are specifically excluded from this definition.
• Total Order Value: The value of the Order including any Goods, Services, Fees and GST.
• Trade Items: Goods that span consumables, tools and accessories.
• We, Us, Our: Refers to National Tiles.
• You, Your: Refers to the customer.

• Quotations:
  • Validity: Quotations are valid for 30 days unless stated otherwise in writing. During sale events, quotations are only valid for the duration of the sale.
  • Stock Availability: Quotations do not guarantee stock availability or reserve stock. Information provided about stock availability at the time of Quotation is indicative only and may change.
• Orders:
  • Acceptance of Orders: We reserve the right to accept or decline any Order.
  • Pricing: Unless otherwise agreed in writing, all sales are conducted at Our current prices at the time of purchase.
  • Special Order Items: Orders cannot be cancelled, reduced in quantity, or returned. Increases in quantity will be subject to supplier availability, minimum Order quantity and lead times.
  • Estimation: Unless otherwise agreed in writing We do not accept any responsibility for the estimation of quantities. You need to verify that the quantity in Our Documentation is the correct quantity to be Ordered.

Prices do not include additional costs for delivery or collections unless otherwise stated. Pricing may vary in Franchise Stores.

We accept a range of payment methods. Availability may vary depending on how and where you place your order (In person, online, or over the phone).

• Surcharges:
  • Some payment methods may incur a payment surcharge.
  • No surcharges apply to cash, direct deposit (bank transfer), PayPal, or Afterpay payments.
  • Any applicable surcharge:
    • Reflects the reasonable cost of processing the selected payment method, and
    • Will be clearly disclosed before you complete your payment, in accordance with Australian Consumer Law.

• Terms:
  • No deductions from payments for retention monies are allowed.
  • All deposits, partial payments, or full payments made before Goods or Services are Despatched are non-refundable unless We agree to cancel the Order under condition 13. Cancellations & Returns.
  • Progressive Payment Customers must pay in full before Goods or Services are Despatched.
• Deposits:
  • A deposit, purchase order or equivalent is required to transition from Quotation to Order.
  • For Progressive Payment Customers to transition from a Quote to an Order a deposit of:
    • 50% of a product's value is required for Stocked Items and Clearance Items.
    • 100% of a product’s value is required for Special Order Items.
• Payment Options

  The tables below outline the payment methods we accept, where they are available, and any applicable surcharges Digital Wallets are treated as card payments and may incur the same surcharge as the underlying card. National Tiles may update accepted payment methods or surcharge rates in line with payment provider changes. Scenarios outside the below criteria, or those specific to Account Customers, may be processed via our customer portal or by our finance team using credit card or Text to Pay.

  Accepted Payment Methods

  Payment Method	Where Available	Important Notes
  Visa	Online, in store or via phone call with store team	Credit and debit cards accepted
  Mastercard	Online, in store or via phone call with store team	Credit and debit cards accepted
  American Express	In store, online, phone	Surcharge may apply
  Apple Pay	In store, online & Text to Pay	Supported devices only
  Google Pay	In store, online & Text to Pay	Supported devices only
  PayPal	Online	No surcharge
  Afterpay	Online	Subject to Afterpay terms
  Cash	In store only	No surcharge
  Bank Transfer (Direct Deposit)	Anywhere	Customer initiated via online banking
  Text to Pay	Customer Support/ Installation Support	Not available in store

  Payment Surcharges

  Payment Type	Surcharge
  Visa & Mastercard (credit)	Up to 1.06%
  Visa & Mastercard (When "Savings" is selected). NOTE: If a debit card with a Visa or Mastercard symbol is tapped, it will incur a surcharge, as it is processed in the same way as a credit card transaction.	No surcharge
  American Express	Up to 2.1%
  Text to Pay (all payment methods)	1.12%
  Cash	No surcharge
  Bank Transfer (Direct Deposit)	No surcharge
  PayPal	No surcharge
  Afterpay	No surcharge

  Digital Wallet Payments

  Feature	Details
  Supported wallets	Apple Pay, Google Pay
  Where available	In store, online & Text to Pay
  How it works	Contactless payment using a supported device
  Surcharge	Applies only if linked to a card type that incurs a surcharge

  Text to Pay (SMS Payment Link)

  Feature	Details
  What it is	Secure payment link sent via SMS
  Who can provide it	Customer Support or Installation Support
  In‑store availability	Not available in stores
  Supported payments	Apple Pay, Google Pay, credit and debit cards
  Surcharge	1.12% applies to all transactions

  Bank Transfer (Direct Deposit)

  Detail	Information
  How it works	Customer initiated payment via online banking
  Processing time	Up to 3 business days
  Order processing	Orders may not be processed until payment is received
  Reference	Please include your order or invoice number

  Need Help With Your Payment?

  • If you need assistance completing a payment:
    • Installation orders:
      • Installation Support – 1300 156 000
      • install@nationaltiles.com.au
  • All other orders:
    • Customer Support – 1300 733 000
    • customerservice@nationaltiles.com.au
• Account Customers:
  • Supply Terms: Providing a purchase Order or equivalent signifies acceptance of all sales terms and conditions.
  • To move from a Quotation to an Order, a purchase order or an equivalent document is needed from You.
  • The purchase order or equivalent should state the Quotation number, Your ABN, and match the Total Order Value as per the Quotation.
  • Credit Approval: All credit accounts are subject to approval by National Tiles. We may set or vary credit limits at Our discretion.
  • Payment Terms: Payments are required within the specified credit period. Late payments may incur interest charges, debt collection costs and/or suspension of the account.
  • Account Use: Credit accounts must only be used by either the approved account holder or an approved employee. Misuse may result in account termination.
  • Account Review: We may review or cancel credit terms at any time based on account activity or creditworthiness.
HIDE

• If You owe any money to Us under this agreement:

• You acknowledge that You are holding the Goods as a bailee for Us.
• You must store the Goods separately from Your own or others, making them clearly identifiable as ours.
• We may reclaim the Goods equal to the outstanding amount without prior notice. Our representatives may enter Your premises or any other location where the Goods are stored to retrieve them.

• A Handling Fee equal to 20% of the value of the Goods may apply to:

• Goods cancelled in part or full before Despatch.
• The return of Goods after Delivery.
• Goods not Delivered 14 days after the expected date of delivery.
• Exclusions:

• Returned perishable Trade Items that were expired at the time of sale.
• Faulty or incorrectly supplied products.
• Order Cancellations or amendments that We initiate.

• Delivery Fees: Are charged at the current Pallet Space rate and are calculated based on the size of each pallet.
• Redelivery Fees: Are charged per pallet and at the current Pallet Space rate. Redelivery Fees apply to:

• Attempted and unsuccessful deliveries where National Tiles is not at fault due to:

• Unsafe site conditions.
• No access to site.
• Verbal or physical abuse directed at Our freight partners while at the delivery site.
• Delays that would impact a driver’s schedule and/or fatigue management.

• Short notice Cancellations or reschedules where the customer cancels or reschedules delivery after 1pm AEST the day prior to the expected delivery date for Metro Area deliveries or 1pm the day prior to collection, from Our premises, for all other areas.

• Standby Fees: May apply when the unloading at a delivery site is delayed for any reason and the delay can be accommodated by the freight company. Any additional Fees charged to Us by the freight company may be passed on to You.
• Delivery to Store Fees: Cover the cost of transferring Goods to Our stores for collection by You. This applies:

• To orders where the product is not stocked in store.
• Multiple Delivery to Store Fees may be charged if Order amendments result in additional transfers.

• Return Delivery Fees: Applies to the return of palletised Goods when We collect the Goods from site. Fees are charged at the current Pallet Space rate and are calculated based on the size of each pallet
• Call Out Fee: If the installation must be rescheduled on the day of installation due to You, a $250 plus GST call-out fee will apply.
HIDE

Unexpected events beyond Our control may prevent supply of Goods or Services. This includes but without limiting any act of God, war, strike, lock out, industrial dispute, governmental or semi-governmental award, enactment, priority or restriction, fire, flood, storm or tempest, delay in obtaining licenses, transport, labour or materials, accidents, damage to the Our works or business or those of Our suppliers.

If this happens, We may extend the delivery time or cancel the Order. You will need to pay for any Goods Delivered or Services performed up to that point, as well as any related expenses.

We are committed to maintaining a safe and respectful environment for all team members. Any form of verbal or physical abuse whether directed at Our team, contractors or partners will not be tolerated. We reserve the right to take further action to protect Our team, contractors and partners.

• Stock Availability: Stock levels are dynamic and subject to change. All dates provided are estimates. We are not liable for any compensation or claims arising from stock availability issues.
• Lead Times: Production and delivery lead times vary between local and overseas suppliers.

• Damages or Shortages: You must report any damage, shortages, or other discrepancies within 7 business days of Delivery, keeping the Goods and packaging for inspection.
• Acceptance of Goods: Once Goods are installed or Services performed they are deemed accepted by You and based on Your own enquiries deemed to be fit for purpose. We cannot accept any claims for variations or defects after installation. It is Your responsibility to ensure the entire Goods supplied are consistent with that Ordered before installation, including checking for any batch, dimension, quantity, shade or specification variations as well as checking for any visible defects in the Goods supplied prior to installation.

• Third-Party Carriers: We use a variety of third-party carriers, many of whom are unable to offer specific delivery times or tracking capability.
• Standard Delivery:
  • We aim to deliver on weekdays between 7 AM and 5 PM, but deliveries may occur outside these times.
  • Goods are supplied wrapped on a pallet using an all-terrain forklift.
  • Next day delivery is generally available for orders placed before 11am in Your state, paid in full, within a Metro Area, subject to stock availability and delivery capacity.
  • Being on site and available to accept a call from the driver is recommended to be able to ensure a successful delivery.
  • Unanswered calls may result in unsuccessful delivery.
  • Delivery Fees are charged per Pallet Space, unless advised otherwise. Single pallets that take up two or more Pallet Spaces will be charged accordingly.
  • Delivery drivers will remove large chunks of mud left by their vehicle on the road and footpath.
  • For safety, pallets will not be left double stacked.
  • To avoid damage to property, pallets will not be pushed along any surface.
• Access Requirements for Standard Delivery:
  • Parking: Safe and accessible parking for the delivery vehicle is required. Driveway access is preferred.
  • Clear Access:
    • Ensure temporary fences without gates and scaffolding are removed, and no building materials, skip bins, or toilets are blocking the delivery area.
    • With deliveries requiring pin code or key access, this must be provided prior.
    • Excessively steep or boggy terrain is not acceptable.
  • Delivery Point:
    • Acceptable: Secure space ideally in garage, carport, driveway, patio or parking space on private property.
    • Unacceptable: Public footpaths, nature strips or public/council property, driveway with stairs, dwellings without driveway access such as terrace houses.
• Non-Standard Delivery:
  • Requires a Quotation, may incur additional costs due to handling or delivery needs and is subject to availability.
  • Oversized: Includes Goods such as Stone slabs, large format tiles, or items larger than 1200mm, and may incur extra charges.
  • Regional and Remote: Areas where We do not have a set pallet rate.
  • Tailgate:
    • Common for regional areas, with a weight limit of 700kg per pallet.
    • Requires a hard, flat surface like concrete or paving to safely roll a pallet jack.
  • Underground car parks: Subject to height restrictions.
  • Timed Deliveries: Available for commercial sites or where traffic management is required.
  • Semi-Trailer: For large-volume deliveries, requiring wide, clear access paths and a forklift on site.
• Express Delivery:
  • Available to Trade + customers, with orders placed in person or by phone during local store pick-up times.
  • Delivery postcode must be within 50km of a National Tiles store
  • Stock must be available at that store at the time of Order.
  • Total Order weight is limited to 100kg.
  • Excludes: single items over 30kg, bulky items larger than 1200x1200x1200mm, and items with sharp edges unless packaged.
• Parcel Postage: Available for selected Trade Items and sample products purchased via Our website.
• Respect and Safety: Verbal or physical abuse on-site will result in unsuccessful delivery.
• Delays:
  • Delivery: Delivery dates are estimates, and We are not liable for delays. Due to stock limitations or logistical considerations, We may dispatch orders in whole or by installment and each installment shall be deemed to be sold under a separate contract.
  • Unloading: If unloading on site is delayed due to safety or access issues, a Standby Fee may be charged, or the delivery may be unsuccessful and incur Redelivery Fees.
• Proof of Delivery: Our delivery records are proof of delivery of the Goods, in good Order, in the quality and quantity specified on the Documentation.
• Limitation of Liability: If entry to Your site is required We shall not have any liability for loss, damage or injury caused by such entry, and You must indemnify Us in respect of any claims against Us for such loss, damage or injury. Nor shall We be liable for any consequential loss or damage to persons or property due to an inability or failure to deliver the Goods, within specified time frames or at all, including unavailability of Goods or access or safety issues associated with the unloading of the Products at the point of delivery.

• Customer pick ups are available from Trade Shops and Warehouses.

• To reduce Your wait time, schedule Your pick up by contacting Customer Support. Refer to Our website or Documentation for contact details.
• Forklift loading of palletised Goods is the preferred method of handling, dependent on vehicle type and capacity, to reduce breakages. We recommend that You schedule a pick up time in advance if forklift loading is required.
• Hand loading:

• Is available with a limit of 250kg per person loading the vehicle. This could include non-National Tiles employees who are fit and able to assist. This limit is applied for workplace health and safety reasons.
• Where Goods are overweight (exceeds 32kg), or oversized (exceeds 600mm X 600mm), a two-person lift will be required. We recommend that You schedule a pick up time in advance if Goods are overweight or oversized.
• Despite the limits above You should never lift anything You are not comfortable lifting.

• Collection Vehicle Requirements: National Tiles will not load vehicles with Goods that breach legal weight limits or safety standards. For further information refer to Our Vehicle Maximum Payload Guidelines on our website. 

• Stocked Items are eligible for cancellation by You or return for change of mind.
• Indent Items are not eligible for cancellation by You or return for change of mind.
• Goods sold “As Is” may be cancelled by You prior to Dispatch but not returned for change of mind once Delivered.
• Cancellation by Us before Despatch:

• We may cancel any Order where:

• Our attempts to contact You have been unsuccessful for an extended period.
• No request for Despatch has been advised by You for an extended period.
• Your account is no longer active. This includes but is not limited to cases of bankruptcy, personal insolvency agreement, voluntary administration or liquidation.

• Cancellation by You before Despatch:

• You may cancel an Order, noting Fees may apply, where the Goods are no longer required due to change of mind.

• Returns after Delivery

• Criteria:

• Proof of purchase must be provided.
• Goods must be unused, unopened, in their original condition, and in the same packaging as supplied.
• Perishable Trade Items must be within the expiration date unless expired at the time of sale and not sold As Is.
• Must be initiated within 60 calendar days from the date the Goods were Delivered for B2B Customers and 30 calendar days from the date the Goods were Delivered for B2C customers.
• Tiles, Flooring and Natural Stone have a minimum return quantity per Stocked Item of 5m² or 3 boxes.
• Where We are collecting items from You:

• They must be safely stacked on a clearly labelled pallet and, if possible, shrink wrapped.
• You must provide Us with an accurate return quantity for each product.
• Compliance with all the terms outlined in point 10. Delivery is required.
• Fees may apply.

• Online Return Guarantee

• Our Return Guarantee is designed to take the risk out of Your online purchase and put Your satisfaction first. If Your Order complies with the eligibility criteria, We will waive the Handling and Return Delivery Fees and credit the original Delivery Fee.
• Eligibility Criteria:

• This is Your first Order with Us, placed via Our website (sample orders excluded).
• You are returning the entire original Order.
• The delivery address for Your Order is within a Metro Area.
• The Goods are all Stocked Items

• If any Goods are deemed faulty or incorrectly supplied, as confirmed by Us, We will:

• Accept the return
• Refund the total value of the returned Goods or replace them at no extra charge
• Waive any Fees.

• All rejected or defective parts in any Goods will be Our property to dispose of as We see fit.

• Processing time is 3 - 10 business days.
• When Returns are collected by Us from Your site, additional time is required for the Goods to be collected and received.
• Important note: once We process a refund, the timing of when the funds are reflected in Your account depends on Your bank or payment provider.
• Refunds will be issued at the price charged, including any order discounts.
• At Our discretion refunds will be issued via the original payment method or other means
• Before any refund is issued, the refund amount will first be applied to settle any outstanding balance.
• Limitations

• In-Store

• Cash refunds up to $100
• Australian issued Savings Card, Credit Card & AMEX up to $700

• Other payment methods or refunds exceeding these limitations are processed by Our Credit Department

• Multiple offers cannot be used together unless otherwise stated.
• The Spend Over $1000 promotional price is applied to eligible Tile, Timber and Natural Stone products when the $1000 transaction threshold is reached. The threshold is calculated using the regular retail price of all Goods in the transaction, even if they are on another promotion. The better of the Spend Over $1000 promotional price or other promotional price will be applied to eligible lines. Fees are excluded from the Spend Over $1000 threshold calculation.
• Refer to promotional terms and conditions on our website for details.

We offer the lowest-priced Tiles and Flooring every day. If You find a comparable, lower-priced product with a competitor, We will, at our discretion, give it to You for 10% less.

• Conditions:

• Valid for Tiles and Flooring bought in-store or online only.
• The Goods must be deemed comparable by Us in relation to colour, style, specification, and condition, and must be available at a lower price from Our competitor at the time the price match is requested.
• The competitor’s price must be:

• advertised in a store within a 25km radius of a National Tiles store; or
• displayed online for delivery to Your address, which must be within 25km of a National Tiles Store

• The competitor’s and Our price must include any applicable Fees (e.g. Delivery) and GST.
• The payment method and payment terms offered by the competitor may also be applied by Us.

• Exclusions:

• B2B Customers.
• Trade Items.
• Natural Stone products, including but not limited to tiles, pavers, slabs and custom pieces.
• Commercial or bulk volumes.
• Pricing that includes installation in the same offer, refer separate Installation Price Beat Guarantee.
• Goods for sale via auction, stock liquidations, or clearance (including third-party sellers and online marketplaces).
• Club, event, or membership offers, third-party promotions, or pricing not available to the general public.
• Competitor pricing errors.
• Application of the Price Beat Guarantee on quotations made through a Franchise Store is at the Franchisee's discretion.

We seek to offer a competitively priced, turnkey installation service for Flooring products. Should You receive a cheaper quote for the supply and install of Flooring from another national retailer We will beat their price by 5%.

• Conditions:

• The Flooring Goods must be equivalent - e.g. size, construction, quantity, colour, quality.
• Installation method must be the same - e.g. floating or fixed.
• Scope of works must be the same - e.g. site preparation, floor preparation, finishing, lay pattern.
• Competitors' conditions may apply – e.g. payment type, delivery method.
• The installation location must be the same and within 25km of a National Tiles store.

• Exclusions:

• B2B Customers
• Commercial or bulk volumes.
• Club, event, or membership offers, third-party promotions, or pricing not available to the general public.
• Competitor pricing errors.
• Application of the Price Beat Guarantee on quotations received through a Franchise Store is at the Franchisee's discretion.

National Tiles has worked hard to align itself with leading brands and companies to offer customers the best products at the best prices possible. When a customer finds a Trade Item for a cheaper price, National Tiles will match competitor prices. The price match guarantee is based on everyday quantities and is not based on commercial quantities. Customers must present online pricing or quotes dated within the last 30 days to qualify for a price match guarantee.

Our Goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the Goods repaired or replaced if the Goods fail to be of acceptable quality and the failure does not amount to a major failure. However, We are not liable for any consequential loss or damage to persons or property due to defective materials or workmanship, negligence, or any other reason.

• We do not accept any liability caused by Natural Stone’s inherent characteristics whether due to external factors or normal wear and tear. This includes natural variations in colour, shade, texture, pattern veining or imperfections such as pitting, minor chipping, resin fill or fissures as these are all considered characteristics of the Goods composition rather than defects.
• Effective cleaning and sealing are essential in protecting the longevity of Natural Stone products which are by nature porous. Some projects will require a combination of sealers (such as pre-sealers, consolidating sealers and penetrative sealers), and these will need to work in conjunction to create an effective sealing system.
• Note that impregnating sealers will still not protect calcium-based stones (marble, limestone, travertine, bluestone) against etching or surface degradation by acidic, strong alkaline solutions, corrosive or abrasive Goods, nor will it protect against surface abrasion or regular wear and tear.
• Cleaning using the wrong cleaning products or techniques can damage the integrity of the Natural Stone’s surface. It is critical to use appropriate cleaning products and techniques that are suitable for Your specific type of Natural Stone to avoid damage. Regular cleaning can help prevent dirt and grime build-up that causes undesirable discoloration and deterioration of the Natural Stone’s surface.

• National Tiles offer Extend Product Warranties for Our Tile and Flooring products.
• The benefits conferred by Our Extended Product Warranties are in addition to, and not in substitution for, any other rights and remedies given to consumers in relation to Goods under the Competition and Consumer Act 2010 (and similar State and Territory Laws). Any part of a National Tiles Extended Product Warranty that is illegal or unenforceable may be severed from the warranty and the remaining clauses or parts of the warranty continue in full force.
• The Extended Product Warranties cover Goods only and do not cover installation, installation materials or waterproofing. For warranties relating to installation materials refer to relevant suppliers’ individual warranty.
• Extended Product Warranties do not apply to Clearance Items and As Is Goods.
• Extended Warranties are non-transferable. Therefore, the Extended Product Warranty will expire should the purchaser dispose of the property in which the Goods have been installed. To avoid doubt, all subsequent purchasers acquire the product “As Is”.
• To make a claim under an Extended Product Warranty, the purchaser must:

• 1. Provide satisfactory evidence of defects in the Tiles or Flooring purchased.
• 2. Provide the original proof of purchase (tax invoice).
• 3. Provide proof of identity showing current address.
• 4. All claims must be in writing and submitted within 14 days of discovering any defects. Claims can be emailed to customerservice@nationaltiles.com.au

• Valid claims shall be dealt with by National Tiles at its complete discretion by any of the following:

• Replacement of same or equivalent product.
• Repair or re-finish of existing product.
• Cash settlement; or
• Combination of the above.

• We offer an Extended Tile Warranty that covers the Goods only, the duration of which are customer, product and use specific. For instance, when purchased by B2C Customers, our Premium and Upgrade Tile products include a Lifetime warranty for Residential use, whereas our Supa Value and Signature products are backed by a 10-year warranty. Non-Residential use is covered by a 7 year warranty.
• Unless otherwise varied in writing B2B Customers receive a warranty of 10 years for Residential use and 7 years for Non-Residential use.
• National Tiles warrants its Tiles against manufacturing defects and to remain an integral part of the wall and/ or flooring system under the following terms and conditions:

• The Extended Tile Warranty covers product cracking, surface delamination, fading, warping, expansion and contraction.
• The Extended Tile Warranty excludes Natural Stone and fabricated special pieces such as bullnoses, niches and stair treads. The tiles must be fixed in accordance with the relevant fixative manufacturer’s instructions and/ or Australian Standard AS3958:2023 “Installation of Ceramic and Stone Tiles”. This warranty does not cover any failure of the tiling system where the application of any of the substrate materials, fixatives or the fixing of the tiles is not carried out in accordance with the manufacturer’s instructions and/or AS3958:2023. This includes but is not limited to ensuring that tiles from multiple boxes are mixed during the laying process to ensure blending. Furthermore, this warranty will not cover situations where it cannot be satisfactorily demonstrated that substrate materials and fixatives are fit for purpose.
• For the purpose of rectification, You must retain the lesser of 10% of the entire tiled area, or 3 boxes of tiles. This is to ensure that if individual tiles display a fault; they may be replaced without the need to replace the entire area. To enable this, we advise customers to purchase an additional 10%-15% of Goods to cover wastage during installation and any subsequent rectification. National Tiles Co Pty Ltd does not guarantee the availability of replacement tiles with the same batch, colour or pattern after the time of purchase. Facilities for the repair of broken tiles are not available.
• Once the tiles have been laid, liability will not be accepted for incorrect supply, colour matching or blending or for the replacement of tiles with obvious manufacturing faults or incorrect supply. Any such Tiles should not be laid. If not laid We will replace such tiles subject to availability. Note that Our displays and sample tiles are an indication of colour only and Tiles may vary somewhat from batch to batch. You should dry lay Tiles in the area that they are to be installed in to ensure they have no visible defects like optical hazing in polished porcelain, which appears as a hazy or smoky effect in certain light conditions, and ensure the product appearance is as expected and that the right tiles have been supplied.
• The Extended Warranty does not cover damage, as determined by Us, caused by structural movement, normal wear and tear, damage or defects caused by incorrect installation, lack of proper maintenance, accidents, abuse or misuse
• The Extended Tile Warranty also excludes slip resistance due to the fact that cleaning and maintenance schedules have been known to affect the surface of tiles over time. If Your application requires superior slip resistance, please consult Us regarding special High Performance Glaze products.
• All floor tiles can be slippery when wet. Liability will not be accepted for accidents due to inappropriate tile selection, maintenance or carelessness

B2C Customers

• Can refer to Our website to determine which warranty a product is entitled to if purchased today.
• From the 13th of April 2026 the duration of Your Extended Tile Product Warranty will be noted in Our Documentation.
• Received a Lifetime Extended Warranty for all applicable Tiles invoiced between 1st September 2022 to the 12th April 2026.

We offer a range of Extended Flooring Warranties that cover the Goods only. The duration of which are product and use specific, and does not cover installation, installation materials or waterproofing. For warranties relating to installation materials refer to relevant suppliers’ individual warranty.

Unless otherwise varied in writing, B2B Customers receive an Extended Flooring Warranty period of 10 years for Residential use and 7 years for Non-Residential use.

B2C Customers

• Can refer to Our website to determine which Extended Flooring Warranty a product is entitled to if purchased today along with the terms and conditions of that warranty.
• From the 1st of April 2026 the duration of Your Extended Flooring Warranty, for Flooring used in private residences, will be noted on Your Documentation.

When National Tiles installs Your Flooring We are committed to ensuring that all works and Services undertaken by Our company are of a high quality and suitable for the purpose for which they are intended.

National Tiles will warrant that:

• Our workmanship in installing the Flooring Product at Your premises, is in accordance with the relevant Installation Guide available on Our website (nationaltiles.com.au) at the time of installation.
• All works & Services undertaken are in accordance with the scope of works outlined in Your National Tiles Installation Quote; and
• The warranty period is for two years from the date of practical completion as recorded by National Tiles.

This warranty covers defects in workmanship and materials related to the Flooring installation. Flooring Products themselves are covered by separate warranties, with detail available on Our website. It is the responsibility of the customer to make an informed choice, taking such warranties into consideration.

This warranty is given exclusively to the original purchaser and is non-transferable.

If a claim is accepted, repair or replacement will be at National Tiles’ sole discretion and carried out by Our installers.

All claims under this warranty must be made in writing specifying the address of the property, the date of installation, the contact details of the claimant, a full description of the fault and supporting images. This is to be emailed to install@nationaltiles.com.au and be accompanied by proof of purchase. No claims made by telephone will be regarded as valid.

This warranty shall not apply unless:

• National Tiles has received payment in full for the products and Services for which the warranty claim is made; and
• The relevant National Tiles Product Care & Maintenance Guide, available on Our website, has been followed.

National Tiles shall not be liable under this warranty for personal injury, loss, claims, property damage, or any other costs, whether consequential or otherwise, howsoever caused or arising and whether direct or indirect.

Damages or installation issues caused by, but not limited to, the following are excluded: 

• Movement of sub floor foundations
• Restriction of required expansion and contraction of the floor
• Moisture from steam mopping, spills, leaking pipes, wet mopping, rising subfloor moisture, etc
• Failure to maintain adequate ventilation resulting in excessive humidity or dryness
• Exposure to extreme indoor conditions such as radiant heat
• Discoloration resulting from exposure to ultraviolet (UV) radiation in sunlight
• Discoloration resulting from the use of abrasive cleaning tools and chemicals
• Improper maintenance and accidents such as indentions and scratches made by furniture, tools, toys and pets etc
• Alterations or repairs performed by someone other than an agent of National Tiles or use of other materials not provided by National Tiles
• Post installation treatment of Flooring with fungicides or stain treatments
• Installations and/or installation methods performed at Your request against Our advice
• Minor gapping due to the floor’s normal expansion and contraction
• Natural variations such as grain, colour, shade, tone, and knots. Natural wood characteristics are to be expected
• Natural disasters
HIDE

• We have several Franchise Stores that operate under Our brand. These stores are privately owned and managed.
• Independent Terms and Conditions

• The terms and conditions of Our Franchise Stores are independently set by the store owners. This means that the policies, pricing, promotions, and other terms may vary from those of Our corporate stores.
• We recommend that You contact the relevant Franchise Store for their terms and conditions to ensure You are fully informed.
• Some sales made via Our website are transacted by Our Franchise Stores if You are located within their sales region. In such cases, the terms and conditions of the Franchise Store will apply.
• In cases where there is a discrepancy between the corporate terms and the Franchise Store's terms, the terms of the Franchise Store will take precedence for transactions made through that store.

• Franchise Store List:

• Queensland: Hervey Bay, Toowoomba & Townsville
• New South Wales: Coffs Harbour & Wagga Wagga
• Victoria: Ballarat, Bendigo, Shepparton, Traralgon, Warrnambool & Wodonga
• South Australia: Mt Gambier

• We accept no responsibility for loss of or damage to any plans, drawings, samples, or other materials You supply to Us.
• Your property under Our custody or control is at Your own risk regarding loss or damage.
• We may update these Terms and Conditions at any time without notice. Any changes will apply to all future dealings between Us and You. This contract is governed by the laws of Victoria. Both parties agree to submit to the exclusive jurisdiction of Victorian courts and any courts that can hear appeals from these courts.
• In the event of a dispute under these Terms, both parties agree to negotiate in good faith to resolve the issue. Please lodge any disputes with Our Customer Support team as the first point of contact.