Lulo Tile – Refunds & Returns Policy
Effective Date: 16 October 2025
At Lulo Tile, we are committed to providing our customers with high-quality products and excellent service. We understand that sometimes you may need to return a product. This policy outlines the circumstances under which returns are accepted and the process to follow.
We encourage you to inspect your order upon delivery to ensure it is correct and in good condition before signing any delivery dockets.
1. Change of Mind Returns
If you have changed your mind about your purchase, we are happy to offer a refund or exchange, provided the following conditions are met:
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The return is initiated within 30 days of the original purchase date.
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You provide a valid proof of purchase (your original invoice or order confirmation).
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The tiles are in their original, unopened, and undamaged packaging. We cannot accept returns of loose tiles or opened boxes.
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The product is a current stock item and the shade (batch) is still available.
Please Note:
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Change of mind returns are subject to a restocking fee of 30% of the purchase price of the returned goods.
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The customer is responsible for arranging and paying for the return shipping costs. Goods must be returned to the warehouse of origin
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We do not accept change of mind returns for leftover tiles. We recommend ordering 10-15% extra to account for cuts, breakages, and potential future repairs.
2. Damaged, Faulty, or Incorrect Items
We take great care in packing and shipping our products. However, in the unlikely event that your order arrives damaged, is faulty, or is not what you ordered, please follow these steps:
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Notify us at Lulo Tile within 48 hours of delivery.
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Email us at hello@lulotile.com.au with your order number, a description of the issue, and clear photographs of the damaged/incorrect product and any damage to the packaging.
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DO NOT install or use the tiles. Installation of tiles constitutes acceptance of the product’s quality, colour, and size. No claims for damaged, faulty, or incorrect tiles will be accepted after they have been installed.
Upon verification, we will arrange one of the following at our discretion:
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Send a replacement for the affected items at no cost to you.
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Provide a full refund for the affected items.
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Offer store credit.
Lulo Tile will cover all costs associated with returning and replacing damaged, faulty, or incorrect items.
3. Shade & Batch Variation
Tiles are natural or man-made products, and variations in shade, colour, and size are an inherent characteristic. These variations are not considered a defect or fault. We cannot guarantee that subsequent orders will match the shade of a previous order. To avoid issues, please ensure you order enough tiles to complete your entire project at one time.
4. Non-Returnable Items
The following items are not eligible for a return or refund unless they are faulty or otherwise in breach of Australian Consumer Law:
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Clearance or Sale Items: Products sold as “clearance,” “on sale,” or “discontinued.”
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Special Orders: Tiles or products that have been custom-ordered for you.
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Samples: Tile samples purchased to assist with selection.
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Adhesives, Grouts & Sealants: Due to their perishable nature.
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Installed Products: Any tiles that have been laid, installed, or used in any way.
5. How to Initiate a Return
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Contact Us: To begin the return process, please contact our customer service team at hello@lullotile.com.au or call us on 0414 424 355.
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Provide Details: Please provide your original order number, the reason for the return, and photographs if the item is damaged or incorrect.
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Receive Authorisation: Do not send items back without first receiving a Return Authorisation (RA) and instructions from our team.
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Package Your Return: Ensure the goods are securely packaged to prevent damage during transit. The customer is responsible for any damage that occurs during the return shipment.
6. Processing Refunds
Once we have received and inspected the returned items, we will notify you of the approval or rejection of your refund.
If approved, your refund (less any applicable restocking fees) will be processed, and a credit will automatically be applied to your original method of payment within [5-10] business days.
Australian Consumer Law
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. This policy is in addition to your rights under the Australian Consumer Law.
Contact Us
For any questions about our Refunds & Returns Policy, please contact us at: hello@lulotile.com.au