Terms of service
Terms of Trade, Warranty & Shipping Information
Please note that this website is for Tile Direct Christchurch and Tile Direct New Zealand (www.tiledirect.co.nz) only. Other stores with the same name in New Zealand are separate entities, and any offers or specials shown on this website apply only to Tile Direct Christchurch and www.tiledirect.co.nz.
Terms of Trade
When purchasing tiles from Tile Direct Christchurch or Tile Direct New Zealand, please check the following before installation.
We endeavour to supply the correct quantity, shade, size, and type of tile for every order. However, we do not accept any claims after installation, so please make sure you are completely happy with your tiles before they are laid. Prior to installation we can adjust, exchange, or correct issues, but once the tiles are installed our liability is limited to the technical performance of the tile.
- Check the size, colour, tile, and quantity are as ordered.
- Check the shade and calibration on the boxes. These should match for each product.
- Check and re-check your measurements before installation.
- We cannot guarantee we can supply the same batch later, or that extra stock will still be available if you need more tiles.
Once you are satisfied with the above, we strongly recommend dry laying a selection of tiles on the ground using tiles from several boxes. Tiles are a natural product and some variation in shape, size, tone, and texture can occur. Our tiles meet accepted international standards for allowable variation and imperfections within a batch, but if you are unsure, please contact us before fixing any tiles to the wall or floor.
It is the responsibility of the tiler, builder, or homeowner to check tiles before laying. If there are any concerns on site, the tiles must not be installed. If a defect is discovered during installation, work must stop immediately.
Damaged or Faulty Items
If you receive your order and notice any breakages, please check everything carefully and contact us within 48 hours. We may ask for photos to help assess the issue.
Please do not throw out broken items, as we may need them as evidence.
If you notice what appears to be a fault in any product, please contact us as soon as possible. We take quality control seriously and will work with you to investigate the issue and determine an appropriate solution.
We are committed to providing high-quality products and excellent customer service. If you have any questions about damaged items, faulty goods, or any other concerns, please get in touch.
Returns
Returns in the tile industry are complex. Tiles are heavy yet fragile, making them expensive to pack, transport, and restock.
Returns of full, unopened boxes in saleable condition will be accepted within 30 days of purchase. A 20% handling fee applies. Goods must be returned to:
Tile Direct
7B Mandeville Street
Christchurch
Freight costs associated with returning goods are the customer’s responsibility.
We will meet our obligations under the Consumer Guarantees Act, but reserve the right not to accept returns outside those requirements.
Quotes / Estimates
Quantities provided in quotes or estimates based on plans or measurements are estimates only and should be checked by your installer before ordering.
We cannot be held responsible for over-ordering or under-ordering based on these estimates, as final quantities may vary depending on layout, cuts required, tile size, thickness, and other site-specific factors.
It is the customer’s responsibility to ensure the correct quantity of tiles is ordered for their specific project.
Tiling Services & Recommendations
If you need help with installation, we can provide contact details for tilers or tradespeople on request. However, we have no control over their workmanship, so we recommend checking references or viewing a current job before committing.
When obtaining a tiler’s quote, we strongly recommend requesting an onsite measure before purchasing tiles.
Sizes and Shading
Nominal sizes are indicated, but actual sizes may vary between batches within accepted industry tolerances. If you plan to use two different tiles in the same area, check the sizing of each tile before installation to ensure a proper fit.
Shade variation can also occur between batches. Store samples may differ from the batch supplied, so please check the shade before installation. We recommend blending tiles from several boxes to achieve a more consistent overall appearance and to spread any natural variation evenly.
While we aim to supply high-quality tiles that meet industry standards, we cannot guarantee uniformity in size and shading between batches. It is important to check both prior to installation.
Changes to Service and Prices
We may change product prices without prior notice. We also reserve the right to modify or discontinue the service, or any part of it, at any time without notice.
We will not be liable to you or any third party for any modification, price change, suspension, or discontinuation of service.
Errors, Inaccuracies and Omissions
From time to time, there may be inaccuracies, omissions, or typographical errors in information provided on our website or through our service. This may include product descriptions, pricing, promotions, shipping charges, transit times, and availability.
We reserve the right to correct any errors, inaccuracies, or omissions and to change or update information at any time without prior notice, including after an order has been placed.
If we identify any inaccuracies, we may cancel your order or contact you for further instructions. Except where required by law, we are under no obligation to update or clarify information in the service or on related websites.
10 Year Warranty
At Tile Direct, we source Grade A quality tiles from reliable suppliers and manufacturers. We guarantee that our products meet or exceed the International Grading Standards ISO 13006. Our suppliers follow strict quality control processes to ensure our tiles meet high quality assurance standards.
Since tiles are a natural product, variations in size, colour tone, and texture may occur within accepted international standards.
Customer Responsibility
It is the responsibility of the builder, homeowner, or tiler to inspect tiles carefully before installation. Any blemishes, discrepancies, or defects must be reported before installation.
If you are unhappy with any specifications regarding colour, hue, size, or texture, please notify Tile Direct immediately and do not proceed with installation. Claims regarding these matters will not be accepted once tiles have been installed.
Tile Direct is not responsible for issues caused by incorrect installation or poor maintenance after installation. All installations must comply with the manufacturer’s specifications and NZ/AUS Standard 3958.1. Customers should also use gliders on furniture and avoid corrosive or abrasive cleaning products to help maintain tile quality.
This warranty does not cover damage or premature wear caused by misuse or improper installation. However, in the unlikely event of a manufacturing defect, Tile Direct offers a 10 Year Warranty from the date of purchase.
If a defect arises within this period, we may repair or replace the affected tiles at our discretion. To make a claim, the customer must provide proof of purchase and allow Tile Direct to inspect the affected tiles.
Online Ordering & Shipping Info
Tile Direct offers three options for online ordering:
- Click & Collect from our Christchurch warehouse
- Home Delivery for Christchurch and surrounding areas
- Depot Collection from selected Mainfreight depots throughout New Zealand
Collecting from our Christchurch Warehouse
Please allow 1–2 working days for your order to be processed. You will be contacted by email once your order is ready for collection.
Collection times are:
Monday to Friday 8am – 4:00pm (Closed Public Holidays)
Important – Collection Requirements:
Customers must ensure they bring a suitable vehicle or trailer to safely transport their order.
If collecting with a trailer, customers must bring appropriate tie-down straps to securely fasten the tiles to the trailer, padding, and weatherproof coverings (e.g. tarpaulins).
Tile pallets are usually stretch wrapped for securing purposes only and are not weatherproof. Trade products (adhesives, grouts, etc.) may not be plastic wrapped and may be damaged by exposure to moisture.
All responsibility for safe transport and protection of goods rests with the customer once the order leaves our warehouse.
Please ensure you have your reference number and a suitably sized vehicle or trailer when collecting. Most tiles are heavy and large, so if you are unsure whether your order will fit safely, please contact us. Your collection reference will be displayed on your invoice.
If you require delivery to site instead, we can organise this for an additional charge. Please contact us for pricing and to arrange delivery.
Home Deliveries
Christchurch area only – including Rangiora, Kaiapoi, Lincoln, and Rolleston
We use a third-party truck company who will hand unload your tiles into your garage. We will arrange a delivery date with you and gather as much delivery information as possible beforehand.
The following conditions must be met for safe delivery:
- The truck company must be able to access the property safely.
- We recommend someone is onsite to allow access.
- If access to the garage is not possible, tiles may need to be left outside.
- The driveway and garage must be free from obstructions.
- The driveway must be suitable for a small truck and safe to use.
- If the driveway is unavailable, the truck must be able to park within 7 unobstructed metres of the garage.
If these conditions are not met and the truck company is unable to deliver safely, the tiles may be returned to our warehouse. A new delivery date will then need to be arranged, and additional freight charges will apply.
Home deliveries are available only to Christchurch and surrounding areas at this time.
Collection from Your Nearest Depot (New Zealand)
Tile Direct offers depot collections on request. Collection depots are available in most cities throughout New Zealand and are Mainfreight transport depots.
Once confirmed, your order will be sent from our Christchurch warehouse to your chosen Mainfreight collection depot.
At this time, we do not offer home delivery or site delivery outside of the Christchurch area, so non-Christchurch orders will need to be collected from the depot.
Once your order has arrived at the collection depot, it must be collected within 2 working days. Please note that collection depots are not storage warehouses, so your order cannot be stored there. Orders must be collected in one trip, or alternative arrangements must be made before your order leaves our Christchurch warehouse.
Most tiles are heavy and large, so if you are unsure whether your order will fit safely, please contact us.
Important – Collection Requirements:
Customers must ensure they bring a suitable vehicle or trailer to safely transport their order.
If collecting with a trailer, customers must bring appropriate tie-down straps to securely fasten the tiles to the trailer, padding, and weatherproof coverings (e.g. tarpaulins).
Tile pallets are usually stretch wrapped for securing purposes only and are not weatherproof. Trade products (adhesives, grouts, etc.) may not be plastic wrapped and may be damaged by exposure to moisture.
All responsibility for safe transport and protection of goods rests with the customer once the order is collected from the depot.
Need Help?
If you have any questions about our terms, warranty, shipping, or your order, please get in touch.