Ownership of Goods

• All goods remain the property of ATS Tiles & Bathrooms until paid for in full.

Payment Requirements

• All goods must be fully paid for before deliveries or pick-ups.
• Online purchases must be fully paid to order goods.
• In-store purchases require a 50% deposit before ordering.
• Custom-made/special orders need to be paid for in full before ordering. We will notify you before purchase of items which will require a higher deposit or full payment.

Accepted Payment Methods

• We accept the following payment methods:
• Credit/Debit Cards: Visa, MasterCard, American Express
• Bank Transfers
• PayPal
• Afterpay (for orders under $2000)

Order Confirmation

• An order is only considered as being made when payment is cleared by the accounts department. This is particularly important for bank transfers, which may take up to a few business days to clear.
• Customers will receive an order confirmation via email once the payment is processed and cleared.

Security and Privacy

• We use secure payment gateways to ensure that your payment information is protected. Your privacy and security are our top priority.

Payment Issues

• If you experience any issues with your payment or have discrepancies, please contact our support team immediately at [email protected] or call us at 02 9621 1477. We will assist you in resolving the issue as quickly as possible.

Consumer Guarantees

• All payment terms and conditions comply with relevant consumer protection regulations. These terms do not limit your rights under Australian Consumer Law.

Contact Information

• For payment-related inquiries, please contact us at:
• Email: [email protected]
• Phone: 02 9621 1477
• Hours of Operation: Monday to Friday, 9:00 AM to 4:00 PM

Order Cancellation

• ATS Tiles & Bathrooms reserves the right to cancel any order for any reason, including errors in pricing, unavailability of products, or errors in the product information, delivery pricing, or ordering errors. If this occurs, we will notify you via the contact information provided.
• If an order is canceled by ATS Tiles & Bathrooms, a full refund will be issued to the original payment method used.

Order Confirmation

• An order is only considered confirmed once payment has been processed and cleared by the accounts department. You will receive an email confirmation once your order is confirmed.

Pricing

• All pricing on our website is displayed in AUD and includes GST where applicable.
• Delivery charges, when they apply, will be calculated at checkout.
• Prices of products and associated delivery or other charges displayed on this website are current but may change at any time and are subject to availability.
• Price changes will not affect orders that have already been confirmed.
• The purchaser is responsible for any taxes, duties, or other liabilities imposed by any government agency on purchases acquired or ordered by you from this website.

Discount Codes

• Discount codes may only be used once per purchase unless otherwise stated. If the discount code has no expiry date, it is valid for two weeks.
• Expired discount codes cannot be used.
• Discount codes cannot be swapped for cash or products.
• Discount codes should be kept confidential unless otherwise advised by us.
• To apply a discount code, enter it during the checkout process. Only one discount code can be used per purchase unless otherwise specified.
• We reserve the right to revoke a discount code if we believe it has been misused in relation to its intended purpose or for any reason.

Fraud Protection

• Purchases which may be considered as potentially fraudulent may not have goods dispatched until we are able to successfully contact the purchaser and confirm cardholder identification, completing our Fraud Protection Process.

Payment Verification

• In some cases, additional payment verification may be required. If so, we will contact you to verify your payment details before proceeding with your order.

User Agreement

• By making a purchase from ATS Tiles & Bathrooms, you agree to these terms and conditions.

Contact Information

• For any issues or questions related to purchases and pricing, please contact us at:
• Email: [email protected]
• Phone: 02 9621 1477
• Hours of Operation: Monday to Friday, 9:00 AM to 4:00 PM

Purchaser Responsibility:

• It is the purchaser's responsibility to ensure they have purchased the correct quantities of tiles required for a job.
• All tiles should be checked upon receipt and before installation. It is the purchaser's responsibility to ensure all tiles are correct and of suitable shade before installation. Once installed, no claims will be entertained.
• It is the tiler’s responsibility to check for any visual defects in tiles before installation.

Checking and Claims:

• All goods must be checked upon receipt, and any claims about the condition of the products must be made within 24 hours.
• For insurance claims on goods damaged in transit, damage claims must be made within 24 hours. Any claims made after this period will not be entertained.

Returns and Exchanges:

• Claims to return tiles must be made within 14 days of the purchase date.
• Tiles cannot be returned or exchanged unless returned or exchanged in the same quantity by which they were ordered. No returns will be accepted for tiles that are not packaged in the original cartons by which they were provided.
• A 30% handling charge applies to all tiles returned. Freight back to ATS Tiles & Bathrooms is the responsibility of the purchaser, or ATS may additionally charge to organize a pickup of returned goods.
• Before tiles are returned, ATS Tiles & Bathrooms must confirm that the shade is available and the return is approved by the supplier. Tiles that no longer match the originally supplied shade cannot be returned.

Shade Variation and Tile Size:

• Shade variation is an inherent characteristic of ceramic, porcelain, marble, and stone tiles. The supplier will not accept responsibility for minor shade variations between sample tiles shown to the purchaser and actual tiles supplied. The supplier will not accept responsibility for shade or caliber variation after the installation of tiles.
• Tile sizes are indicative only and are subject to some minor variation in exact sizes from batch to batch.

Subsequent Orders:

• We cannot guarantee to supply the same shade and sizing for tiles in subsequent orders. If swapping is required due to an inadequate order, handling and stock return fees will be applied at a rate of 30%. Return freight is paid for by the purchaser.

General Information and Product Suitability

• The information provided on this website is for general information purposes and use only. Every endeavour is made to keep the product information complete and correct; however, the customer is responsible for ensuring the product they purchase is suitable for their specific requirements.
• For personalised service and recommendations, please contact us via email or telephone. Any advice given by our staff will be based on the information provided by the customer at the time. Therefore, ATS will only be responsible for correct advice based on that information, not the actual situation.

Product Images and Colour Variations

• Despite every effort to provide accurate images of each product’s colour and design, actual colours and designs may vary slightly due to:
• Different device screen settings
• Lighting in the installation location
• Different angles and distances when viewing the product
• Slight differences in product finishes over time
• Other factors
• ATS will not accept responsibility for any colour, design differences, or cosmetic imperfections that are not factory faults. By purchasing from ATS, you agree to accept the small risk that there will be a slight variation between the actual colour and design, and the representation on our website.
• Additionally, please be aware that colours and textured finishes often vary between manufacturers. For example, slightly different shades of 'White,' different degrees of shininess, and different looks and feels for materials.
• Products from different batches may have slight variations in colour or design. These batch variations are standard in manufacturing and do not constitute a defect.

Return Policy Based on Colour/Design Variations

• Returns or exchanges specifically due to colour or design variations will not be accepted unless the product is deemed not fit for purpose or has a factory fault. Please refer to our Returns Policy for more details.

Customer Advice

• If exact colour matching is critical, we advise customers to view samples or visit our showroom to see the product in person before making a purchase. Contact us for sample requests or showroom visits.

Legal Compliance

• All product descriptions and representations comply with relevant consumer protection regulations. These terms do not limit your rights under Australian Consumer Law.

Customer Acknowledgment

• By making a purchase, customers acknowledge and accept these colour and image variations as part of the buying process.

Purchaser Responsibility:

• It is the purchaser's responsibility to check all products upon delivery or pick-up. For pick-ups or local deliveries provided by ATS Tiles & Bathrooms, staff will open and inspect all products with the purchaser, especially those deemed fragile or at risk of damage in transit. Any product found damaged on delivery or pick-up will be replaced within a reasonable time.
• Incorrect delivery or damaged goods that are outside the scope of the checks must be notified to ATS Tiles & Bathrooms within 24 hours (1 day) of receipt. Claims not reported within this timeframe will not be accepted.

Private Driver Deliveries:

• Deliveries made by private drivers to Sydney, Newcastle, Wollongong, Canberra, Melbourne, Geelong, Brisbane, Gold Coast, Sunshine Coast, and selected remote areas will include an inspection of the items with the customer at the time of delivery. Any product found damaged during this inspection will be replaced within a reasonable time.
• If no one is home, the items will be left under Authority to Leave (ATL), and a photo will be taken upon delivery. Authority to Leave (ATL) means the delivery driver will leave the items at your premises without requiring a signature. Items are checked prior to delivery, so damage claims cannot be made once the delivery is completed.

Third-Party Freight Providers:

• For purchases fulfilled by third-party freight providers, it is the customer's responsibility to check all items upon receipt and report any damage within 24 hours. Notify ATS Tiles & Bathrooms by emailing [email protected] with clear photos of the product issue and packaging, along with your order details and contact information. Damage claims after this period will not be accepted.
• Once delivery documents are signed, it will be deemed to confirm the receipt of the correct goods, in the correct quantities, and in good condition. No claims of short supply will be entertained once goods have been signed for or reported as received.
• No Claims for Lost Items: For third-party courier deliveries, no claim will be considered for lost items where the loss is notified after 5 days of delivery.

Damage Reporting:

• If you notice any freight-related damage to your goods upon arrival, please notify the delivery driver at the time of delivery.
• All goods need to be checked upon receipt. If you notice damage, it must be reported within 24 hours of receiving the delivery. If not reported within this timeframe, no claims will be entertained.
• Email [email protected] with clear photos of the product issue and packaging, including your order details and contact information. This will then be checked and assessed by the support team.
• Customers are responsible for ensuring someone is available to receive and inspect deliveries.

Installer Responsibility:

• It is very important that your trades inspect goods before installation. Goods that are damaged during or post-installation are not the responsibility of ATS or our suppliers.
• It is the installer’s responsibility to check for any visual defects before installing products. Claims for products may not be entertained if deemed cosmetic and/or the product has already been installed.
• Any goods sold that require installation by a licensed tradesman, such as electrical or plumbing fixtures, must be installed by a licensed tradesman. The purchaser is responsible for keeping the license and company information for the installer in the event of a warranty claim.
• No claims will be entertained once products are installed. For installation issues, please contact us for further assistance at [email protected].

Warranty and Faulty Goods:

• Goods found to be faulty due to manufacturing defects are covered by the product warranties. These claims will usually be handled by the product supplier or manufacturer, who provides after-sales service support for goods properly installed by licensed trades, such as plumbers. Supplier details can usually be found on the product page or their website, or please email our team at [email protected] for assistance.

Insurance and Local Deliveries:

• Our 24-hour delivery transit insurance does not include customer warehouse pickups, local deliveries by ATS (NSW), or deliveries by private drivers to Sydney, Newcastle, Wollongong, Canberra, Melbourne, Geelong, Brisbane, Gold Coast, Sunshine Coast, and selected remote areas. This is because our team checks products prior to pick-up or on pick-up/delivery to ensure there is no damage to the goods.

Customer Communication:

• Customers will be informed about the status of their claims or issues via email within 2-5 business days.

Claims Process:

• The claims process needs to be documented and all claims need to be made via email to [email protected] and not via telephone.

Warranty Coverage:

• All products are covered with a minimum of 12 months warranty from the date of purchase. Some goods may have a longer warranty, which may vary with each individual product. The warranty terms and duration are stipulated by the product's supplier. Please refer to the product information for specific warranty details.

Proof of Purchase:

• Warranty claims can only be made with a receipt or otherwise with proof of identity and internal purchase records. We recommend that you keep a copy of your receipt for a reasonable time frame.

Exclusions:

• The warranty does not cover general wear and tear of products. General wear and tear refers to the natural and gradual deterioration of a product due to normal use over time.
• The warranty does not cover inadequate cleaning and maintenance of products. This includes failure to follow the care instructions provided with the product. Examples of adequate maintenance include regular cleaning with appropriate products and periodic checks for damage.
• The warranty does not cover damage caused by improper installation or misuse. Improper installation refers to installation that does not follow the product’s installation instructions.
• The warranty does not cover modifications or alterations made to the product by the customer.
• The warranty does not cover damage due to natural disasters, fire, or floods.

Service Call Fees:

• If a service call is required to assess or repair a product under warranty, and it is determined that the issue is not covered by the warranty (e.g., the issue is due to improper installation, misuse, or lack of maintenance), a service call fee may apply. This fee covers the cost of sending a technician to assess the product and is charged if the product does not require repair or replacement under the warranty terms.

Customer Responsibilities:

• The customer is responsible for following the maintenance and care instructions provided with the product to keep the warranty valid.
• The customer should retain all documentation related to the purchase and care of the product.

Warranty Claims Process:

• To make a warranty claim:
• Email [email protected] with your receipt or proof of purchase, a description of the issue, and clear photos or videos of the defect. Include any other relevant documentation.
• Our team will assess your claim and provide further instructions within 2-5 business days.
• If required, return the product as instructed. If the product is found to be defective and covered by the warranty, ATS Tiles & Bathrooms will cover the return shipping costs. If the product is not found to be defective, the customer may be responsible for the shipping costs associated with returning the product for warranty service.
• The entire warranty claim process may take up to 30 days, depending on the nature of the issue and the availability of replacement parts or products.

Responsibility for Shipping Costs:

• If the product is found to be defective and covered by the warranty, ATS Tiles & Bathrooms will cover the return shipping costs. If the product is not found to be defective, the customer may be responsible for the shipping costs associated with returning the product for warranty service.

Repairs and Replacement:

• If the product cannot be repaired, ATS Tiles & Bathrooms will replace it with a new or refurbished product of the same model. If the same model is not available, a product of equivalent functionality and value will be provided.
• In cases where neither repair nor replacement is possible, a refund may be issued at the discretion of ATS Tiles & Bathrooms.

Non-Transferable Warranty:

• The warranty is non-transferable and applies only to the original purchaser of the product.

International Warranty Claims:

• For international warranty claims, the customer is responsible for all shipping costs associated with returning the product to ATS Tiles & Bathrooms. Please contact our support team for more information.

Extended Warranty:

• Extended warranties may be available for certain products. Please refer to the product information or contact our support team for details on purchasing extended warranties.

Maintenance and Care Instructions:

• To keep the warranty valid, it is important to follow the maintenance and care instructions provided with the product. Failure to do so may void the warranty.

Limitations of Liability:

• ATS Tiles & Bathrooms’ liability is limited to the repair or replacement of the product under the warranty. ATS Tiles & Bathrooms is not liable for any indirect, incidental, or consequential damages arising from the use or inability to use the product.

Dispute Resolution:

• In the event of a dispute regarding a warranty claim, ATS Tiles & Bathrooms will make every effort to resolve the issue amicably. If a resolution cannot be reached, the matter may be referred to a consumer protection agency or other appropriate legal authority.
• Steps to Resolve a Dispute:

1. Contact our support team at [email protected] to discuss the issue.
2. If the issue cannot be resolved, a formal complaint can be filed with a consumer protection agency.
3. Mediation or arbitration may be used to reach a resolution if necessary.

Consumer Rights:

• This warranty is in addition to, and does not limit, your rights under Australian Consumer Law.

Contact Information:

For warranty claims or inquiries, please contact us at:

• Email: [email protected]
• Hours of Operation: Monday to Friday, 9:00 AM to 4:00 PM

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FAQ

Can I transfer my warranty to someone else?

• No, the warranty is non-transferable and applies only to the original purchaser of the product.

What should I do if I lose my receipt?

• Warranty claims can also be made with proof of identity and internal purchase records.

Do you offer extended warranties?

• Extended warranties may be available for certain products. Please refer to the product information or contact our support team for details.

Who pays for shipping costs for warranty claims?

• If the product is found to be defective and covered by the warranty, ATS Tiles & Bathrooms will cover the return shipping costs. If not, the customer may be responsible for the shipping costs.

What is considered improper installation?

• Improper installation refers to installation that does not follow the product’s installation instructions.

Do I need to register my product to activate the warranty?

Product registration is not required to activate the warranty.

• How long does the warranty claim process take?
• The entire warranty claim process may take up to 30 days, depending on the nature of the issue and the availability of replacement parts or products.

Standard Storage Policy:

• ATS Tiles & Bathrooms will not store products longer than 7 business days unless prior arrangements are made.
• ATS Tiles & Bathrooms will store products without further charges for a maximum of 4 weeks.

Extended Storage:

• Should ATS Tiles & Bathrooms agree to store goods on behalf of a purchaser, full payment of the invoice must be received within 30 days of the purchase date.
• ATS Tiles & Bathrooms will not accept responsibility for damage that may occur during the agreed storage timeframe.
• Storage extensions beyond 4 weeks may be considered on a case-by-case basis and must be agreed upon in writing.

Online Pick-Ups:

• For online pick-ups, once the order is marked as 'ready for pick-up,' you have 14 business days to collect your order.
• Storage fees will apply if the order is not picked up within the 14 business days. The fees will be calculated based on the size and quantity of the items stored.

Storage Fees:

• If products are not picked up within the specified timeframe, storage fees will apply. The fees will be communicated to the customer at the time of storage extension or when the initial storage period is exceeded.
• Example: Storage fees may range from $10 to $50 per week depending on the size and quantity of the items.

Notification Process:

• Customers will be notified via email when their order is marked as 'ready for pick-up' and reminded of the 14 business days collection period.
• Additional reminders may be sent if the collection period is nearing its end.
• Customers will be informed of any applicable storage fees before they are incurred.

Customer Responsibilities:

• Customers are responsible for ensuring timely pick-up of their stored items within the specified timeframe.
• Customers must ensure that all outstanding payments are made to avoid delays in pick-up or delivery or additional storage fees.
• Customers should inspect their items upon pick-up and report any issues immediately.

Liability for Uncollected Items:

• Items that remain uncollected beyond the agreed storage period may be subject to disposal or returned to inventory at the discretion of ATS Tiles & Bathrooms. Any additional costs incurred will be the responsibility of the customer. In such cases, customers will forfeit any payments made for the uncollected items, and no refunds will be provided.
• Procedures for Disposal of Uncollected Items: Items will be held for an additional 7 business days after the storage period ends. If still uncollected, they may be disposed of or returned to inventory.

Terms for Prior Arrangements:

• If customers need to store items longer than the standard period, they must contact ATS Tiles & Bathrooms to make prior arrangements. Approval for extended storage will be provided in writing.

Force Majeure:

• ATS Tiles & Bathrooms is not liable for any delays or damages caused by unforeseen circumstances such as natural disasters, strikes, or other events beyond our control.

Limitation of Liability:

• ATS Tiles & Bathrooms’ liability for items stored beyond the agreed period is limited. The company will not be responsible for any loss, damage, or disposal of items that are not picked up within the specified timeframe.

Customer Acknowledgment:

• By making a purchase, customers acknowledge and accept these storage terms and conditions.

Contact Information:

• For storage-related inquiries, please contact us at:
• Email: [email protected]
• Hours of Operation: Monday to Friday, 9:00 AM to 4:00 PM

In addition to the returns conditions outlined above, the following apply:

Refund Policy

• ATS Tiles & Bathrooms will only issue refunds for goods that cannot be supplied, are deemed not fit for purpose, or if an alternative cannot be offered.
• For other returns and exchanges, a store credit may be offered.

Handling and Restocking Fees

• All returns incur a 30% handling and re-stocking fee.
• Exceptions or reductions for small, stocked items that are not classed as fragile may be applied at the discretion of ATS Tiles & Bathrooms.

Non-Returnable Items

• No returns are accepted for special orders, such as custom-made vanities, clearance items, large and oversized items, or display items.
• A 30% handling charge applies to all tiles returned. Freight back to ATS Tiles & Bathrooms is the responsibility of the purchaser, or ATS may additionally charge to organise a pickup of returned goods.

Freight Charges

• A freight charge may apply for items that need to be returned to a supplier. This will be calculated at the time of return.

Condition of Returned Products

• Products must be returned in good and original packaging and must be in re-saleable condition.
• Products must be returned with no missing parts. Before a product return is authorised, all products will be checked by ATS Tiles & Bathrooms staff members.
• Tiles cannot be returned or exchanged unless returned or exchanged in the same quantity by which they were ordered. No returns will be accepted for tiles that are not packaged in the original cartons by which they were provided.
• Before tiles are returned, ATS Tiles & Bathrooms must confirm that the shade is available and the return is approved by the supplier. Tiles which have a shade that no longer matches the shade supplied cannot be returned.

Return Period

• Products must be returned within 14 days from the date of receipt.

Approval Process

• Products must be approved for return on a case-by-case basis as outlined in the sections above.
• All returns and exchanges must be approved by ATS Tiles & Bathrooms before they can be processed.
• Return policies vary by product. Please check the product page for specific return conditions.

Sale Items

• Products purchased at a sale price cannot be returned.

Shade Variation

• Shade variation is an inherent characteristic of ceramic, porcelain, marble, and stone tiles. The supplier will not accept responsibility for minor shade variation between sample tiles shown to the purchaser and actual tiles supplied. The supplier will not accept responsibility for shade or calibre variation after the installation of tiles.

Tile Sizes

• Tile sizes are indicative only and are subject to some minor variation in exact sizes from batch to batch. ATS Tiles & Bathrooms cannot guarantee to supply the same shade and sizing for tiles in subsequent orders.

Damaged or Faulty Goods

• If you receive damaged or faulty goods, please notify us within 24 hours of receipt.
• Email [email protected] with clear photos of the damage or fault, your order details, and a description of the issue.
• ATS Tiles & Bathrooms will assess the claim and provide further instructions.

Consumer Guarantees

• These return terms do not limit your rights under Australian Consumer Law.

Return Instructions

• To initiate a return, please contact us at [email protected] with your order details and reason for return.
• Our team will guide you through the return process and provide any necessary information.

Customer Acknowledgment

• By making a purchase, customers acknowledge and accept these return terms and conditions.

Contact Information

• For return-related inquiries, please contact us at:
• Email: [email protected]
• Hours of Operation: Monday to Friday, 9:00 AM to 4:00 PM