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Shipping & Returns

 

Returns Policy

In the event of error on our part or damage during transport of a product we will accept a return. We must be notified of damage or error within 24 hours of delivery. As couriers have a time limit on insurance claims, claims after this time can not be accepted. 

If the product is not what you like or you have changed your mind we can cancel the order provided it has not left our office. Returns are subject to a 25% restocking fee and only if the following conditions are met.

  • You return the item within 7 days of purchase (subject to our approval);
  • You will be responsible for return freight charges.
  • You must provide your ExoTiles tax invoice when returning the item(s);
  • The item must be in resaleable condition including that:
    • It is in its original packaging, including instruction manuals and all accessories;
    • It is unused and in its original condition;
    • The original security seal or shrink wrap must be intact.

Shipping

We most commonly use the couriers TNT or Fastway. Your order is fully trackable from the time it leaves our office.

Shipping fees charged covers one time delivery from ExoTiles to your door. We do not deliver to P.O Boxes. You will be emailed a courier consignment tracking information. 

It is the customers responsibility to check goods on arrival for both any damage caused via delivery and complete fulfilment of order.

We suggest you inspect items immediately upon delivery, damaged or incomplete orders should not be signed for without it being noted it is damaged (signing acknowledges receipt in good order). Giving permission to leave at doorstep is the same as acknowleding receipt in good order, any damage or loss that has been permission to leave unattended is not covered by insurance.

Any damaged or incomplete contents should be reported to ExoTiles within 24 hours via email or phone.

We can ship to any address in Australia. For items in stock please allow 3 to 5 business days to receive your order. Western Australia and other far away locations may take longer.

If you are not going to be home to sign for delivery it will go back to the nearest depot, it is then your responsibility to either collect from the depot or arrange re-delivery at your own expense. You may notify us if you give permission for the order to be left at your door, but doing so waives any claim to insurance should it go missing or be damaged.

Handling Fee: Certain remote regions, such as regions in Western Australia, Northern Territory and regional Queensland may attract a higher freight cost and if so it is calculated at checkout as an additional 'handling fee'.