Refund policy

We keep this short and clear so you know exactly where you stand.

Order a sample first

Tile colour, finish and texture vary slightly between batches and look different in real light than they do on a screen. That is why we offer samples: 3 samples for $5, delivered to your door.

Because samples make it easy to check before you buy, we do not accept change-of-mind returns. If you are unsure about a tile, order a sample first.

If your tiles arrive damaged

We replace damaged tiles free. Check your order within 7 days of delivery and email us at hello@buybloombuild.com with:

• your order number

• the SKU and how many tiles are damaged

• photos of the damaged tiles and the packaging

We will send replacements to your delivery address. You usually do not need to send the damaged tiles back.

If we sent the wrong thing

If you receive the wrong product, something is missing, or the tiles do not match what was described on our website, email us within 14 days of delivery. We will fix it at our cost - either by sending the right tiles or by refunding the affected items.

If your tiles are faulty

If your tiles have a manufacturing fault (for example, a glaze defect, cracking on arrival, or they do not meet the slip rating shown on the product page), email us with photos and a short description. We may ask for the batch code on the carton or a sample tile.

Where the fault is covered by the Australian Consumer Law, we will provide a refund, replacement or repair as set out below.

Your rights under Australian Consumer Law

Our tiles come with guarantees that cannot be excluded under the Australian Consumer Law. They must be of acceptable quality, match their description, and be fit for purpose. Nothing in this policy takes away those rights.

Major fault: If the tiles have a major fault (unsafe, very different from what was described, or a reasonable person would not have bought them knowing about the problem), you choose between a refund, a replacement, or keeping them and being compensated for the drop in value.

Minor fault: For smaller issues, we will choose between repair, replacement or refund, and sort it out within a reasonable time.

What is not a fault

Tiles naturally vary between batches and cartons. Slight differences in shade, tone, pattern and texture - and small differences between the tile, the sample and the website photo - are normal features of tile, not defects. Lay tiles from a few cartons together before installing to get an even spread.

Once tiles are installed

Once tiles have been cut, drilled, sealed or installed, they cannot be returned. Check every carton and lay a dry run before any tile is cut or fixed.

If a fault only becomes obvious after installation and it is covered by the Australian Consumer Law, contact us and we will work it out with you.

Trade and developer orders

Bulk orders for builders, developers and trade customers may have extra terms agreed at the time of order. The Australian Consumer Law still applies where you qualify as a consumer under that law.

How to make a claim

Email hello@buybloombuild.com with your order number, the SKUs affected, and photos. We aim to reply within 2 business days. Please do not send anything back before we confirm where to send it.

Refunds

Approved refunds go back to your original payment method. Most refunds land in 3-10 business days depending on your bank.

Contact us

Bloom Build AU Pty Ltd (ACN 698 205 408)

Email: hello@buybloombuild.com

Web: www.buybloombuild.com

 

If you are not happy with how we have handled a claim, you can contact the ACCC or your state or territory consumer protection agency for more information about your rights.