Refund and Returns Policy
Refund, Returns & Warranty Policy
Logan Tiles & Flooring Pty Ltd
Queensland, Australia
Effective Date: 01/08/2026
Last Updated: 21/08/2026
At Logan Tiles & Flooring, we are committed to supplying quality tiles, flooring products, adhesives, grouts, waterproofing products, trims, tools and accessories. We want you to be satisfied with your purchase and will handle returns, refunds and warranty claims fairly and in accordance with the Australian Consumer Law (ACL).
1. Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot legally be excluded under the Australian Consumer Law.
Where a product has a major failure, or otherwise does not meet the consumer guarantees under the ACL, customers may be entitled to a replacement, repair or refund, depending on the circumstances and applicable law.
Our rights and remedies under this policy are in addition to, and do not replace, your rights under the ACL.
2. Refunds
Where a refund is approved, the refund will generally be made using the original payment method where reasonably practicable.
Refund processing times may vary depending on the payment provider or financial institution.
Where the ACL requires a refund, Logan Tiles & Flooring will provide the refund in accordance with applicable law.
3. Return Process
To request a return, refund or warranty assessment, please contact Logan Tiles & Flooring with:
Order/Invoice Number:
Customer Name:
Product Name:
Date of Purchase:
Description of the Issue:
Photographs/Videos:
Preferred Contact Details:
Please do not return goods without first contacting us, as we may need to provide return instructions.
4. Return Freight and Costs
Where a product is returned because it is faulty, defective, incorrect or otherwise covered by a consumer guarantee, Logan Tiles & Flooring will handle reasonable return and associated costs in accordance with the Australian Consumer Law and the circumstances of the claim.
For approved change-of-mind returns, return freight and other applicable costs may be the responsibility of the customer.
5. Faulty, Damaged or Incorrect Products
If you believe a product is faulty, damaged, defective or not what you ordered, please contact us as soon as possible.
We may request:
- Proof of purchase or order details;
- Photographs or videos showing the issue;
- Product batch, shade or lot information where applicable;
- Details of how and where the product was stored, handled or used; and
- In some circumstances, the product to be returned for inspection.
We will assess the issue and determine the appropriate remedy in accordance with the Australian Consumer Law.
Depending on the circumstances, the remedy may include a repair, replacement, refund or other appropriate solution.
6. Damaged Goods on Delivery
Customers should inspect products as soon as reasonably possible after delivery or collection.
If goods arrive visibly damaged, please notify Logan Tiles & Flooring promptly and provide photographs of:
- The damaged product;
- The packaging;
- Any shipping labels; and
- The overall condition of the delivery.
Please retain the original packaging until the matter has been resolved.
Reporting damage promptly helps us investigate delivery-related issues with our freight providers. However, failure to report damage immediately does not automatically remove any rights you may have under the Australian Consumer Law.
7. Tiles, Natural Products and Batch Variations
Tiles and flooring products can sometimes vary between production batches, including differences in:
- Colour;
- Shade;
- Texture;
- Pattern;
- Size and calibre;
- Surface finish; and
- Tonal variation.
Natural stone, timber, stone-look and other natural or decorative products may also contain inherent variations that form part of their appearance.
Where possible, customers should check tiles and flooring before installation and ensure that the selected product, colour, shade, size and quantity are suitable for the intended application.
Important: Once tiles or flooring have been installed, Logan Tiles & Flooring should be contacted immediately if a suspected manufacturing defect or significant product issue is identified. We strongly recommend checking products before installation.
Unless otherwise required by the ACL, we may not be responsible for labour, installation, removal or associated costs where a product was installed after an issue should reasonably have been identified before installation.
8. Incorrect Quantity or Product Selection
Customers are responsible for checking that the product, colour, size and quantity ordered are suitable for their project.
We recommend allowing for appropriate wastage when ordering tiles and flooring.
If Logan Tiles & Flooring supplies an incorrect product or quantity due to an error on our part, please contact us promptly so we can arrange an appropriate solution.
Where a customer has ordered the wrong product, quantity, colour or size, the matter will generally be treated as a change-of-mind return, subject to the conditions of this policy.
9. Special Orders and Non-Stock Products
Special-order, custom, imported, clearance or non-stock products may be subject to specific supplier terms and may not be eligible for change-of-mind returns.
Before placing a special order, customers should confirm the required product, colour, size, quantity and specifications.
This does not affect any rights the customer may have under the Australian Consumer Law where a product is faulty, defective, not as described or otherwise fails to meet applicable consumer guarantees.
10. Adhesives, Grouts, Waterproofing and Chemical Products
Products such as tile adhesives, grouts, waterproofing membranes, sealants and other construction chemicals must be stored, handled and used in accordance with the manufacturer’s instructions.
A product may not be eligible for a change-of-mind return once opened, mixed, used or contaminated.
Warranty or consumer guarantee claims may require assessment of:
- Storage conditions;
- Product age and batch number;
- Preparation of the substrate;
- Application method;
- Mixing ratios;
- Environmental conditions;
- Installation methods; and
- Compliance with the manufacturer’s instructions.
Where a product is suspected to be defective, please contact us before continuing to use it.
11. Manufacturer Warranties
Some products supplied by Logan Tiles & Flooring may be covered by a manufacturer’s warranty.
Where applicable, we will assist customers with the warranty process.
Manufacturer warranties generally apply subject to the manufacturer’s terms and conditions and may require proof of purchase, product details, batch information, photographs or inspection.
A manufacturer’s warranty does not replace or limit rights available to consumers under the Australian Consumer Law.
12. Installation and Labour
Unless specifically agreed in writing, Logan Tiles & Flooring does not provide a guarantee for installation work performed by an independent contractor or third party.
Where Logan Tiles & Flooring has separately contracted to provide installation services, applicable terms and warranties for those services will be provided as part of the relevant agreement.
Customers should ensure that products are inspected and confirmed as suitable before installation.
Where a product is installed despite an obvious or reasonably identifiable defect, any claim for additional labour, removal or reinstallation costs may be affected, subject always to the customer’s rights under the ACL.
13. Change-of-Mind Returns
Logan Tiles & Flooring does not accept change-of-mind returns.
This includes situations where a customer:
- Orders the wrong product, colour, size or quantity;
- No longer requires the product;
- Changes their mind after placing an order;
- Finds a different product they prefer; or
- Purchases more product than required.
Customers are encouraged to carefully check the product, colour, size, quantity and suitability for their project before placing an order.
This policy does not affect any rights or remedies available to customers under the Australian Consumer Law where a product is faulty, defective, not as described, unsuitable for a disclosed purpose, or otherwise fails to meet applicable consumer guarantees.
Where a refund is approved, the refund will generally be made using the original payment method where reasonably practicable.
Refund processing times may vary depending on the payment provider or financial institution.
Where the ACL requires a refund, Logan Tiles & Flooring will provide the refund in accordance with applicable law.
14. Return Freight and Costs
Where a product is returned because it is faulty, defective, incorrect or otherwise covered by a consumer guarantee, Logan Tiles & Flooring will handle reasonable return and associated costs in accordance with the Australian Consumer Law and the circumstances of the claim.
For approved change-of-mind returns, return freight and other applicable costs may be the responsibility of the customer.
15. Products Purchased for Business Use
Where products are purchased for business or commercial purposes, Australian Consumer Law protections may apply differently depending on the circumstances and applicable legislation.
Customers purchasing products for commercial purposes should contact us if they require clarification regarding applicable warranties or terms.
16. Our Commitment
We aim to resolve all legitimate product and warranty concerns promptly and fairly.
If you have an issue with a product purchased from Logan Tiles & Flooring, please contact us before disposing of the product or arranging repairs or replacement where possible. This allows us and, where applicable, the manufacturer to properly assess the issue and determine the appropriate remedy.
17. Contact Information
Logan Tiles & Flooring Pty Ltd
For enquiries regarding these Terms, Privacy Policy or your order, please contact us using the contact details published on our Website.
Business Hours: 5am – 5pm Monday – Friday.
Saturday: 5am – 12pm
Email: info@logantiles.com.au
Phone: 0735248507
Business Address: Unit 6 54-58 Nealdon Drive, Meadowbrook QLD 4131
ABN: 35693949290
Governing Law
These Terms are governed by the laws of Queensland, Australia.
Any disputes arising in connection with these Terms or the Website shall be subject to the exclusive jurisdiction of the courts of Queensland.