Refund policy

Refunds, Cancellations & Service Policy

Last updated: 17 July 2026

Tile Soultion provides tiling, waterproofing, bathroom tiling, tile repairs, leaking shower repairs, floor and wall tiling, kitchen splashbacks, outdoor tiling, pool tiling and related services across Sydney and surrounding areas.

Because we provide trade services rather than physical retail products, standard product return rules such as returning an unused item in original packaging do not apply to most of our work. This policy explains how cancellations, refunds, quote changes and service issues are handled.

Quotes and Payments

Quotes are based on the information available at the time, including photos, measurements, site access, tile type, surface condition and the scope of work discussed.

If extra work is required after the job starts, such as damaged substrate, waterproofing issues, uneven surfaces, hidden water damage, rotten flooring, failed previous workmanship, tile supply issues or changes requested by the customer, the price may change. We will discuss any extra work with you before proceeding where practical.

Payments must be made according to the agreed quote, invoice or payment schedule.

Change of Mind

Refunds are generally not provided for change of mind once work has started, materials have been purchased, a booking has been allocated, or labour has been carried out.

This includes situations where the customer changes their mind about tile colour, grout colour, layout, pattern, finish, design, or scope after approval, unless otherwise agreed in writing.

Cancellations Before Work Starts

If you need to cancel or reschedule a booking, please contact us as soon as possible.

If work has not started and no materials, planning time, labour booking, subcontractor booking or other costs have been incurred, there may be no cancellation fee.

If materials have been ordered, preparation has been completed, time has been allocated, or costs have already been incurred for your job, Tile Soultion may deduct reasonable costs before any refund is considered.

Materials and Special Orders

Tiles, trims, adhesives, grout, silicone, waterproofing products, custom materials or other items purchased specifically for your project may not be refundable once ordered, opened, used, delivered or specially selected for your job.

If materials are supplied by the customer, the customer is responsible for ensuring the tiles and materials are correct, suitable, available in enough quantity and free from visible defects before installation.

Issues With Completed Work

If you believe there is an issue with our workmanship, please contact Tile Soultion as soon as possible by email or phone.

Please provide:

Your name
Job address or suburb
Date of work
Description of the issue
Photos or videos showing the problem
Invoice or quote details, if available

We will review the issue and may arrange a site inspection if required.

Where a workmanship issue is confirmed and it relates to work completed by Tile Soultion, we may offer an appropriate remedy such as repair, rectification, redoing part of the work, partial refund or another suitable solution depending on the circumstances.

Australian Consumer Law

Nothing in this policy limits any rights you may have under Australian Consumer Law.

If a service does not meet the consumer guarantees, you may be entitled to a remedy depending on the nature of the issue. This may include having the issue fixed, having the service supplied again, a partial or full refund, or compensation where required by law.

Tile Soultion will assess service issues fairly and in accordance with applicable Australian Consumer Law requirements.

What Is Not Covered

Tile Soultion is not responsible for issues caused by:

Customer-supplied tiles or materials that are defective, unsuitable, inconsistent, damaged or insufficient
Existing structural movement, wall movement, floor movement or building defects
Water damage, mould, rot or substrate problems hidden before work starts
Leaks caused by plumbing, roofing, windows, balconies, structural defects or other trades
Damage caused by misuse, impact, harsh cleaning products or lack of maintenance
Changes requested by the customer after work has started
Normal wear and tear
Pre-existing issues outside the agreed scope of work
Work completed by other trades or previous contractors
Failure to follow care, drying time or maintenance instructions

Inspection Before Handover

Customers should inspect the completed work as soon as practical after completion. If you notice any concern, please contact us promptly so we can review it.

Some tiling products, grout, silicone, waterproofing and adhesives require curing or drying time. The area should not be used until the recommended drying time has passed.

Refund Timeframes

If a refund is approved, it will usually be processed back to the original payment method or by bank transfer within 10 business days.

Your bank or payment provider may take additional time to process the funds.

Contact Us

For cancellation, refund or service issue enquiries, please contact:

Tile Soultion
Email: tilesolution.co@gmail.com
Phone: 0422 989 251
Website: https://tilesoultion.com.au/
Service Area: Sydney, New South Wales, Australia