Customer Service

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Privacy Policy 

Tilers Online 

This Privacy Policy explains how Tilers Online collects, uses, stores and discloses personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). 

Tilers Online is committed to protecting your privacy and ensuring that your personal information is handled in a safe and responsible manner. We understand the importance of your privacy and are dedicated to maintaining the trust and confidence of our customers and users. 

This policy sets out how we handle personal information that we collect through our website, services, and business operations. It describes the types of information we collect, how we use it, who we share it with, and the choices you have regarding your personal information. 

By using our services or providing us with your personal information, you agree to the terms of this Privacy Policy. We may update this policy from time to time, and any changes will be posted on our website with an updated effective date. 

Last Updated: 25 March 2026 

Version: 1.0 

Contact: admin@tilersonline.com.au 

Information Collection and Use 

Tilers Online is committed to protecting your privacy and handling your personal information in an open and transparent way. This Privacy Policy explains how we collect, use, store and disclose personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). 

1. Personal information we collect 

We may collect personal information when you visit our website, register an account, place an order, fill out a form, subscribe to our newsletter, or contact us for support. The types of personal information we collect include: name, email address, mailing or delivery address, phone number, and payment details (processed securely via third-party providers). 

You may browse our website anonymously. However, not providing certain information may limit your ability to use some features or complete purchases. 

2. Non-personal information 

We may collect non-personal information about how you interact with our website, such as browser type, device type, operating system, internet service provider, and pages visited. This information is used for statistical and analytical purposes to improve our website and services. 

3. Cookies and analytics 

Our website uses cookies and similar technologies to enhance your browsing experience, analyse website traffic and improve our services. This may include third-party analytics tools such as Google Analytics. You can disable cookies through your browser settings, though this may affect website functionality. 

4. How we use your information 

We use personal information to process orders, communicate with you about products and services, improve our website, send newsletters (with consent), respond to enquiries, and comply with legal obligations. We will not use your personal information for any purpose other than those disclosed without your consent. 

5. Information sharing and disclosure 

We do not sell, trade, or rent your personal information. We may share information with trusted service providers who assist us in operating our website or conducting business, provided they agree to keep information confidential. We may also disclose information when required by law or to protect our rights, property, or safety. 

6. Data security 

We implement appropriate security measures to protect your personal information from unauthorized access, alteration, disclosure or destruction. However, no method of transmission over the internet is completely secure, and we cannot guarantee absolute security. 

Information Use, Disclosure and Security 

4. How we use your information 

We collect and use personal information for the following purposes: 

To process orders and transactions - To fulfil orders, process payments, arrange delivery, and provide customer support. 

To improve customer service - To respond efficiently to enquiries, support requests and warranty matters. 

To improve our website and services - To understand how customers use our website and improve functionality. 

To communicate with you - To send order confirmations, updates, respond to enquiries, and provide service information. 

Marketing communications - If you opt in, we may send marketing emails. You can unsubscribe at any time. 

5. Disclosure of personal information 

We do not sell, rent or trade your personal information. We may disclose personal information to trusted third-party service providers including payment processors, delivery providers, IT and website hosting, email marketing platforms, and analytics services. These third parties are required to handle information in accordance with applicable privacy laws. We may also disclose information where required or authorised by law. 

6. Data security 

We take reasonable technical and organisational measures to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure. Sensitive information is protected using SSL encryption and secure communication channels. Access to personal information is restricted to authorised personnel only. 

7. Data retention 

We retain personal information only for as long as necessary to fulfil the purposes for which it was collected, including meeting legal, accounting and reporting obligations. When information is no longer required, we take reasonable steps to securely delete or de-identify it. 

Your Rights and Policy Updates 

8. Accessing and correcting your information 

You have the right to request access to the personal information we hold about you and to request corrections if the information is inaccurate, out of date or incomplete. To make a request, please contact us using the details below. We will respond within a reasonable timeframe and in accordance with the Australian Privacy Principles. 

9. Third-party websites 

Our website may contain links to third-party websites. We do not control these websites and are not responsible for their content or privacy practices. We encourage you to review the privacy policies of any third-party sites you visit. 

10. Changes to this Privacy Policy 

We may update this Privacy Policy from time to time. When we do, we will update the 'Last updated' date at the top of this page. We encourage you to review this policy periodically to stay informed about how we protect your information. 

11. Complaints and enquiries 

If you have any questions, concerns or complaints about this Privacy Policy or how we handle personal information, please contact us first. We take privacy complaints seriously and aim to resolve them promptly. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC). 

12. Contact us 

Tilers Online 

Website: https://www.tilersonline.com.au/ 

Address: 2/14 Parraweena Road, Caringbah NSW 2229 

Phone: 1300 300 318 

Last updated: 25 March 2026 

Shipping & Returns

Shipping Information

We offer fast and reliable shipping across Australia. Shipping costs and eligibility for free shipping are calculated automatically at checkout based on your order size, weight, and delivery location.

Free Standard Shipping – Orders Over $399

We offer Free Standard Shipping on online orders over $399 (incl. GST) to eligible Australian metro locations.

Free shipping applies when:

- Your order total exceeds $399 (including GST) after discounts

- The delivery address is within eligible metro areas

- Your order does not contain excluded items

Free shipping exclusions:

- Oversized or bulky items

- Machinery or palletised freight

- Dangerous or flammable goods

- Items requiring special handling or tail-lift delivery

- Some regional or remote delivery locations

Shipping eligibility is always confirmed clearly at checkout before payment.

Standard Shipping Options

Small Packages

Parcels suitable for transport via Australia Post (Registered / Signature Required). Shipping costs are calculated at checkout based on size and weight.

Large Items

Items that are too large for Australia Post and require courier or freight delivery. Please contact us before or after checkout to obtain a freight quote if required.

Delivery Timeframes

Sydney Metropolitan Area: 1–2 business days for orders received before 11:00am (Monday–Friday)

Interstate Delivery: 2–7 business days. Regional and remote areas may take up to 10 business days.

Delivery timeframes are estimates only and may vary.

Click & Collect

Click & Collect is available for items that are fragile, flammable, heavy, or unsuitable for courier delivery. These items may be required to be collected from one of our store locations. You will be notified once your order is ready for collection.

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Returns & Exchanges

Warranty & Returns Policy

We strive to provide high-quality products and guarantee customer satisfaction. If you believe a product is unsuitable, you may return the unused item within 14 days for an exchange.

Electrical and mechanical items may be eligible for repair only. Used items cannot be returned for a refund. We can assist with warranty and non-warranty repairs through our authorised repair network. All manufacturer warranties and satisfaction guarantees are honoured.

How to Return an Item

1. Contact Tilers Online to obtain a Return Number

2. Securely pack the return item

3. Include a copy of your invoice and return number

4. Ensure return freight is prepaid and fully insured

Important Notes

- We are not responsible for loss or damage of returned parcels

- Return shipping costs are the responsibility of the customer

- A 25% restocking fee may apply to items returned after 30 days, damaged packaging, or sale items

- Special Orders are non-returnable

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Website Terms of Use

Product images and descriptions may vary due to manufacturer changes or listing errors. Tilers Online endeavours to keep website content accurate, however errors may occur. It is the purchaser’s responsibility to verify product information before purchase. All website content is the property of Tilers Online and may not be copied without written consent. Tilers Online reserves the right to decline a sale in certain circumstances, in which case a full refund will be issued.

For any issues relating to shipping or returns, please contact us.

Phone: 1300 400 888

International: +61 2 9525 3095

Repair and Maintenance Service

Tilers Online offer service and repair of tile saws, brick saws, concrete and screed mixers, screed and grout pumps and construction equipment.

Call us on 1300 300 318 or email contact us to book in your equipment for a repair or service or request a quote.

Tilers Online offer a variety of equipment for hire, either on a daily, weekly or monthly basis. Prices starting from as low as $99 a day, contact us for availability and quote. 

Manual Tile Cutters: Sigma or Rubi brand Spain

Wet Saws: iQ Power Tools or Rubi brand Spain

Screed Mixers or Pumps: IMER brand from Italy

Render Sprayers: IMER brand from Italy

Grout & Levelling Pumps: IMER brand from Italy

Payments for Tilers Online (Caringbah Only)

This payment method is designed for paying for purchases outside of the automated web shop system (i.e. phone orders, quote payments etc.) Tilers Online customers can pay monthly accounts and invoices 24 hours a day – 7 days a week.

Please complete the following:

1. Please enter your reference numbers (i.e. invoice number, quote number, statement number) in the comments box at the bottom of check out form.
2. When making payments ensure your details are correct including reference numbers 
3. Once payment has been made you will receive a payment confirmation via your nominated email address.

For details on using this system please contact us on 1300 300 318 or (02) 9525 3095 or contact us.

Make a payment with your credit card using the form below. You will be emailed a receipt once you have completed the payment.

1: How long will my item take to be delivered?

Generally items ordered before 11.00am will be dispatched on the same day.
Most parcels are delivered by Direct Freight. Note the times stated below are only an indication.
Delivery Times:
Sydney Metro - 1-2 days delivery
Melbourne Metro and Brisbane Metro / Gold Coast- 2-3 days delivery
Other Areas - Allow 3-4 days. Note: some regional areas, NT and Western Australia may take up to 10 days

2: How much are delivery charges?

Tilers Online classes our products in the following package types
Small Packages = Parcels that are able to be transported via Direct Freight (No PO Boxes)
Orders under - $120.00 will incur a $15.95 freight charge Australia wide
over - $120.00 will be calculated in your shopping cart (the maximum you will pay is $39.95 for your delivery Australia Wide)
Next day delivery - To Sydney metropolitan area for all deliveries received before 11am.
Large Items = Items that are too large for the postal service and require a courier to deliver.
Store Pickup = Items that are fragile or flammable cannot be transported easily. These items may be required to pick up from our store locations.
We offer contact-us international shipping on items. Please contact us for the cost to your location sales@tilersonline.com.au

3: Info about Tilers Online - Payments Page

Tilers Online customers can now pay monthly accounts and invoices 24 hours a day – 7 days a week by clicking on the Pay Accounts Tab

This payment method is designed for paying for purchases outside of the automated web shopping system (eg Phone orders, Quote Payments).

Please ensure the following:

When making payments ensure that your details are correct and include reference numbers (eg invoice number, quote number, statement number). Once payment has been made, you will receive a payment confirmation via your nominated email address.

For more details on using this payment system please contact us on 1300 300 318 or +61 2 9525 3095 or contact us

4: How can I pay for my goods?

Tilers Online accepts:

• Secure online credit card payments either by - PayPal, Visa or Mastercard, Afterpay

• For direct bank deposits, please include your name on the reference.

5: If I am not happy with the item can I return it?

Yes, we do accept returns, please contact us or phone 1300 300 318 to organise a return authority number.

• We will only accept returned items that are in new condition with original packaging.

• Freight is the responsibility of the person returning the item.

• For Full Returns Conditions please click here.

• Note: Claims for Damaged items (transit), Missing items or Wrongly supplied items will only be accepted within 2 days of receiving your parcel any claims after this period will not be accepted. 

• Please notify our office either by phone 1300 300 318 (international: +61 2 9525 3095) or contact us within this time period.

6: My item needs to be repaired - is it under Warranty?

All the items that Tilers Online sell are backed by the Manufacturer’s Warranty, and each manufacturer has a different policy. For warranty policies please contact us or phone 1300 300 318 or +61 2 9525 3095

7: My Item was damaged during transit what should I do?

Tilers Online freight charges include damage insurance.

In the unfortunate situation of transit damage please contact us within 24 hours of the delivery to make a claim.

Depending on the damaged item we will either repair or replace the item at the discretion of Tilers Online.

8: I am looking for a specific item but cannot find it on your site - are you able to get it for me?

Tilers Online deals with most major manufacturers of Tiling Tools and Tiling Equipment.

Please contact us and we will source the product at the best price for you.

9: I have found an item cheaper - will you match the price?

Yes, we endeavour to keep our prices low, we will do our best to match or even beat genuine prices of a competitor.

Please contact us or phone 1300 300 318 or +61 2 9525 3095 and please provide the following information:

• Your name and contact phone number

• The product name and model number

We will also require proof of competitors price as follows:-

• A copy of a Sales Catalogue or Printed quote (with suppliers name, address and phone number) scanned and emailed.

• The URL (web address) of our competitor's web site.

• The fully inclusive price of the competitors price including GST & Delivery Charges. Note we will only match the product price, delivery charges will be added on.

Conditions

• Tilers Online will confirm the price with the competitor. Tilers Online reserves the right not to proceed with the sale at any time.

• Once a purchase has been made, Tilers Online will not refund any difference in price. Please confirm your price match with us first

• Tilers Online will only match the price of the exact product and model. We will not match items listed on Auction sites or outside the Australian mainland.

10: Can I purchase items from your website and pickup, or use my own Courier?

Yes pickup is available during normal operating hours only - please allow us 5 hours notice to have your items packed and ready for pickup.

11: What do our customers have to say about shopping online with us?

Great Service: I ordered a Sigma tile cutter on Monday night and to my shock when I returned home from work on Wednesday it was at my front door! Thanks guys for the quick service and great price. [ Andrew, Orange NSW ]

Spare Parts: I shopped around for some spare parts for my 8 year old Rubi tile cutter and was told you could not buy parts for it. After a quick search on the internet I found your company, thanks for the great service the cutter works like new. [ Aaron, Brookvale NSW ]

Saved By Quick Delivery: I had an urgent job to finish in far north QLD and broke the handle on my tile cutter, after calling your office I bought a new cutter delivered in 3 days. You saved me from having to delay the job. Thanks heaps. [ Tim, Townsville QLD ]

Another Happy Customer: Its been a pleasure doing business with your company. I have recommended you to many of my tiler friends and will continue to purchase products in the future. [ Joshua, Perth WA ]

12: What browser do I need to use your site?

Our site has been tested with all the following browsers, you should use the latest version of your browser of choice to use our website successfully.

Internet Explorer. Chrome. Safari. Firefox. Opera.

When a poultice and water mixture does not effectively remove the stain, the following recommended Aqua Mix products used in conjunction with poultice in a mixture have proven to produce successful results. Shop AQUA MIX

The enclosed listing is a general recommendation only for stain removal. The degree of success will be determined by factors including but not limited to type of surface stained, length of time stain has been in place and whether or not the surface stained is sealed or unsealed. 

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