Returns Eligibility
We only accept returns under the following conditions:
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The order contains damaged, faulty, incorrect, or missing items
We do not accept returns for:
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Change of mind
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Sale items
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Goods that have been installed
Any issues with size, shade, or finish must be identified before installation. Installation is taken as acceptance of the product.
Return Process
To request a return, you must first contact us:
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Email: sales@graystonetiles.com.au
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Phone: 1300 182 024
Include:
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Order number
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Quantity to be returned
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Reason for return
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Photos (if applicable)
We may request additional information before approving the return.
Returns submitted without prior approval will not be accepted.
Return Conditions
Approved returns must meet the following:
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Items must be in original packaging
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Items must be in unused and resalable condition
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Items must be packaged securely for transport
Fees & Charges
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A 20% restocking fee applies to all approved returns and exchanges
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Return shipping is the customer’s responsibility
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Original shipping costs are non-refundable
We strongly recommend using a trackable and insured shipping method, as we are not responsible for lost or damaged returns in transit.
Refunds & Exchanges
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Refunds or credits are processed within 7 business days of receiving and inspecting the returned goods
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If items are returned damaged, a refund may be declined
Natural Stone Disclaimer
Natural stone products inherently contain:
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Colour variation
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Veining
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Pitting, chips, and fissures
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Minor size variations
These are not defects, but natural characteristics of the material.
Additional guidance:
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Do not use tile clips on natural stone, this may cause cracking
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Sealing with a high-quality penetrating sealer is recommended