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In using the Tile Depot website you are deemed to have read and agreed carefully to the following terms and conditions.


Privacy Statement

We are committed to protecting your privacy. Authorized employees within the company on a need to know basis only use any information collected from individual customers. We constantly review our systems and data to ensure the best possible service to our customers.


Delivery Policy

Online orders will be dispatched on next available freight. This will usually be within 48 hours, week day dispatch only. We use third party freight providers and will send you consignment details on dispatch to allow you to track and trace. Most North Island freight will be delivered within 2 days of dispatch and South island 3- 5 days depending on location. Most freight companies will not hand unload so pallets will be trolley jacked onto the ground and the customer is responsible for getting goods undercover or inside.

On delivery, verify that the goods are as selected and that the shade, sizing and grading are acceptable. Claims regarding these items cannot be accepted after fixing. Please read ‘International Tile Standards’ for more information on what to expect from ceramic and porcelain tiles.


Buy online and collect in store

Avoid shipping costs and pick up your order from your nearest Tile Depot store. Simply buy online and select the Free pick up in store option. All orders are dispatched from our Auckland distribution centre so will usually be available 24-48 hours from ordering, depending on freight cut off times and weekend orders will be processed Monday.


Cancellation Policy

Orders can be canceled at anytime unless they have been dispatched. We strive to achieve dispatch as quickly as possible so this can be anything from 2 to 48 hours. Once a product has been collected by a third party freight provider our return policy is in effect.


Returns Policy

If you are unhappy with the tile you have selected you may return your order, however a 20% handling fee applies to all returns. We will credit only full, unopened boxes returned to one of our stores or our East Tamaki (Auckland) distribution center within 14 days of purchase provided they are in a saleable condition and accompanied by the original purchase invoice. The freight cost of returning the goods is at the customers expense. End of lines and specially priced items are not returnable.




On delivery, verify that the goods are as selected and that the shade, sizing and grading are acceptable. Please check for damages and notify your nearest store should there be breakages during delivery. We will not accept any claims for replacement, repair or reimbursement for defects, size, shade variation, incorrect delivery or any other fault once tiles have been laid. Global industry standards are strictly no claims after installation. PLEASE DRY LAY 3-4m2 OF MATERIAL ON THE GROUND, TAKING THE TILES FROM SEVERAL BOXES AND CHECK THAT THEY COMPLY WITH WHAT WAS ORDERED. 

GRADING - The International grading standard for first grade tiles (ISO13006) permits variations of up to 0.5% & 0.6% for dimensional irregularities. Appearance and surface quality irregularities may be up to 5% in any lot. Normally such tiles can be used for cuts. 

SIZES - are nominal so the work size may be up to +/- 5mm different from the nominal size, and like shading may vary from batch to batch. Never assume exact size of tiles for example a 30 x 60 floor and a 30 x 60 wall may not necessarily line up. When brick laying best practice recommends a 33% overlap to avoid lipage issues. Non- rectified tiles will inevitably have size variance within the batch and your tiler should allow for this with suitably wide grout joints. 

SHADING - will vary with every batch and the in store sample may differ from the product received. 

QUANTITIES - It is the purchasers responsibility to ensure you have enough tiles to complete your area. We cannot guarantee further supply of the same batch or product. Your tiler must ensure they have enough tiles to complete the job before tiling begins. 

STAFF MEASUREMENTS - Measurements taken off plans or customer's figures by staff are only approximate & no responsibility is taken for accuracy. Check quantities with an onsite measurement before commencing laying. Wastage will vary from job to job but a minimum of 10% is required, larger tiles can be over 20% wastage depending on the room layout. 

RETURNS - A 20% handling fee applies to all returns. We will credit only full, unopened boxes returned within 14 days of invoicing provided the batch is still current within our warehouse, they are in a saleable condition, and accompanied by the original purchase invoice. End of lines, buy ins and specially priced items are not returnable. 

OWNERSHIP - All goods remain the property of The Tile Depot Co Ltd until paid for in full. OVERDUE ACCOUNTS - Will incur interest at 2.5% per month and any debt collection costs. 

DEPOSITS - A 50% deposit is required on held orders with the balance payable after 30 days. A 50% deposit is also required on any indent product prior to shipping and the balance payable on arrival. 

TILERS - We do not install tiles but are happy to provide contacts to independent tradesmen. We cannot guarantee their work and recommend that you seek references or inspect a current job. 

STORAGE - Please uplift your order as soon as possible as storage space is limited. Orders held for more than three weeks will be shifted to a third party warehouse where weekly storage costs will be on charged. 

BREAKAGES - Some damaged tiles are possible due to the fragile nature and difficulties around transport and handling. Minor damage i.e. chipped corners can often be used as cuts. Broken tiles can be replaced providing the damaged tiles are returned. 

COLLECTIONS - Due to the heavy nature of the product, please notify us in advance when you will be collecting your goods so we can ensure there is a staff member who is able to assist in lifting and loading. 

DELAYS - If product quality issues arise we will endeavour to assess the situation and remedy the problem as quickly as we can, but remember manufacturers are not New Zealand based. Issues often aren't identified until the boxes are physically opened on site, hence the dry laying suggestions mentioned above. The Tile Depot Co Ltd will not be held liable for delays in the project as a result of product quality issues and replacements. 


13 Stores

We have stores in most major cities throughout the North Island. Visit your local store for local advice and to see our full product range. We do have re-sellers in Wellington, Nelson, Christchurch and Dunedin so orders can be arranged through these stores, making allowance for the additional freight expenses.

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