Shipping & Returns Policy

Returns Policy

At Emerald Tile, we strive to ensure you are completely satisfied with your purchase. If you wish to return tiles, please contact our team to discuss your return request before sending any products back.

Returns may be accepted within 30 days of the invoice date, subject to the following conditions:

• A 30% restocking and handling fee will apply to all approved returns.
• Only full boxes in their original, unopened, and undamaged condition will be accepted.
• Proof of purchase is required for all returns.
• Returned products must be in saleable condition.

Please note that products specifically ordered or sourced for a particular project, job, or customer are non-refundable and cannot be returned unless the products are proven to be damaged or defective upon arrival. Any claims for damaged goods must be reported promptly and supported with photographic evidence. Emerald Tile reserves the right to inspect the products and determine the appropriate resolution, which may include replacement, repair, or refund where applicable.

If a return is approved due to an error on our part, such as receiving incorrect or defective products, Emerald Tile will arrange the return and cover any associated shipping costs.

Refunds for approved returns will be processed once the goods have been received and inspected. Please allow up to 10 business days for processing, although many refunds are completed sooner depending on your payment provider.

Shipping

Emerald Tile can arrange delivery throughout New Zealand.

Delivery timeframes will vary depending on product availability, supplier lead times, delivery location, and the selected freight service. Estimated delivery dates will be provided where possible; however, these estimates are not guaranteed and may be subject to change.

Shipping charges are calculated based on factors including product weight, volume, destination, and access requirements. Freight costs will be confirmed prior to dispatch.

Customers are responsible for ensuring someone is available to receive deliveries where required and for inspecting products upon arrival. Any shortages, damages, or delivery discrepancies should be reported to Emerald Tile as soon as possible.

If you have any questions regarding shipping, returns, or special-order products, please contact the Emerald Tile team for assistance.

Need help?

Contact us at shae@emeraldtile.co.nz for questions related to refunds and returns.