Customer Service

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Personal identification information

We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our site, register on the site, place an order, fill out a form, subscribe to the newsletter and in connection with other activities, services, features or resources we make available on our Site. Users may be asked for, as appropriate, name, email address, mailing address, phone number, credit card information.

Users may, however, visit our Site anonymously.

We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personal identification information, except that it may prevent them from engaging in certain Site related activities.

Non-personal identification information

We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about Users means of connection to our Site, such as the operating system and the Internet service providers utilised and other similar information.

Web browser cookies

Our Site may use "cookies" to enhance User experience. User's web browser places cookies on their hard drive for record-keeping purposes and sometimes to track information about them. User may choose to set their web browser to refuse cookies, or to alert you when cookies are being sent. If they do so, note that some parts of the Site may not function properly.

How we use collected information

Tilers Online collects and uses Users personal information for the following purposes:

To improve customer service
Your information helps us to more effectively respond to your customer service requests and support needs.

To improve our Site
We continually strive to improve our website offerings based on the information and feedback we receive from you.

To process transactions
We may use the information Users provide about themselves when placing an order only to provide service to that order. We do not share this information with outside parties except to the extent necessary to provide the service.

To send periodic emails
The email address Users provide for order processing, will only be used to send them information and updates pertaining to their order. It may also be used to respond to their enquiries, and/or other requests or questions. If a User decides to opt-in to our mailing list, they will receive emails that may include company news, updates, related product or service information, etc. If at any time the User would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email or User may contact us via our Site.

How we protect your information

We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorised access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site.

Sensitive and private data exchange between the Site and its Users happens over a SSL secured communication channel and is encrypted and protected with digital signatures.

Sharing your personal information

We do not sell, trade, or rent Users personal identification information to others. We may share generic aggregated demographic information not linked to any personal identification information regarding visitors and users with our business partners, trusted affiliates and advertisers for the purposes outlined above. We may use third party service providers to help us operate our business and the Site or administer activities on our behalf, such as sending out newsletters or surveys. We may share your information with these third parties for those limited purposes provided that you have given us your permission.

Third party websites

Users may find advertising or other content on our Site that link to the sites and services of our partners, suppliers, advertisers, sponsors, licensors and other third parties. We do not control the content or links that appear on these sites and are not responsible for the practices employed by websites linked to or from our Site. In addition, these sites or services, including their content and links, may be constantly changing. These sites and services may have their own privacy policies and customer service policies. Browsing and interaction on any other website, including websites which have a link to our Site, is subject to that website\s own terms and policies.

Changes to this privacy policy

Tilers Online has the discretion to update this privacy policy at any time. When we do, we revise the updated date at the bottom of this page. We encourage Users to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications.

Your acceptance of these terms

By using this Site, you signify your acceptance of this policy and terms of service. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.

Contacting us

If you have any questions about this Privacy Policy, the practices of this site, or your dealings with this site, please contact us at:

Tilers Online
https://www.tilersonline.com.au/
2/14 Parraweena Road, Caringbah NSW 2229
1300 300 318

Delivery Options

Small Packages that are able to be transported via Australia Post with Signature. Shipping will be calculated at checkout based on weight & size.

Large Items: that are too large for Australia Post and require a courier to deliver will be delivered by Direct Freight. 

Sydney Metropolitan Area: please allow 1 - 2 business days for delivery on all orders received before 11am Monday to Friday.

Interstate Delivery: Please allow 2-7 business days, regional and remote areas up to 10 business days.

Click & Collect

We offer a seemless Click & Collect service for items that are heavy, fragile or flammable and cannot be transported easily. These items will need to be picked up from our Caringbah warehouse, 14 Parraweena Road, Caringbah NSW 2229. Please allow 2 hours for your order to be ready. Once ready, you will receive an email to advise your order is available for collection. 

Payment Details

Tilers Online offers several payment methods for your purchase as follows:

Direct Payment through the website shopping cart using your Visa, MasterCard, PayPal or Afterpay.

In-store: Pay by cash or card.

If you are not comfortable buying or paying over the internet please call us for other payment options.

Ph: 1300 300 318 or International +61 2 9525 3095

Returns & Exchanges

Warranty & Returns Policy

We guarantee your complete satisfaction with our products as we strive to provide the highest quality.

• Should you think your product proves otherwise, simply return the unused product to us within 14 days and we shall exchange it for something more suitable. 
• As we have no control over the correct usage of all electrical and mechanical equipment, these items may be subjected to repair only, we regret that we cannot refund or exchange these items at all times. 
• If the item has been used, it is only practicle that it cannot be returned for refund however we can assist you with warranty and non-warranty repair claims through our repairer network. 
• We are not responsible for manufacturer changes in product or specifications. We honor all manufacturer warranties and any power tool manufacturer satisfaction guarantees. 
• Please read your warranty and owners manuals for details.

Returns

Should you wish to return your purchase for exchange or refunds please follow these simple steps:

1. Contact Tilers Online to obtain a Return Number: Ph: 1300 300 318 or +61 2 9525 3095
2. Wrap the "return item" securely, pack in its original box or a good box using strong tape.
3. Include inside the package a copy of the invoice related to your purchase and claim number
4. Ensure your package is fully insured and any other costs are prepaid by you.

Please Note

• We do not accept responsibility for loss or damage of returned parcels.
• The consumer is responsible for any return shipping charges on exchanged or replaced merchandise.
• A restocking fee of 25% may be added to; items returned after 30 days, damaged packaging, items on sale. Special Orders are NOT Returnable.

Website Terms Of Use

• Certain images and product descriptions may be different from the actual product due to changes from the manufacturers, or listing errors. Tilers Online endeavours to keep the content of this site as up to date as possible but from time to time errors may occur. Tilers Online takes no responsibility for errors in the content provided and information it is up to the purchaser to check all product information thoroughly before purchase.
• All images, information and content is registered to Tilers Online. The copying of any part of this site is prohibited without written consent of Tilers Online.
• Tilers Online reserves the right to not proceed with a sale of products from our site under certain circumstances; in this case a full refund will be issued.

If you have any problems relating to the return of goods, please contact us and can we advise you.

Or call us on 1300 300 318 or +61 2 9525 3095

Credit One – Smarter Finance and Insurance are proud to be finance partners with Tilers Online and are able to offer low-rate finance solutions on the full Tilers Online range.

Being accredited with over 40 leading Australian financiers and Insurers, Credit One are able to provide their valued clients with access to the most comprehensive range of finance and insurance products available on the market.

Save time and money today by calling Credit One on 1300 CREDIT (1300 273 348) or get your finance pre-approval online now to discover why Credit One really is the smarter way to finance.

Repair and Maintenance Service

Tilers Online offer service and repair of tile saws, brick saws, concrete and screed mixers, screed and grout pumps and construction equipment.

Call us on 1300 300 318 or email contact us to book in your equipment for a repair or service or request a quote.

Tilers Online offer a variety of equipment for hire, either on a daily, weekly or monthly basis. Prices starting from as low as $99 a day, contact us for availability and quote. 

Manual Tile Cutters: Sigma or Rubi brand Spain

Wet Saws: iQ Power Tools or Rubi brand Spain

Screed Mixers or Pumps: IMER brand from Italy

Render Sprayers: IMER brand from Italy

Grout & Levelling Pumps: IMER brand from Italy

Payments for Tilers Online (Caringbah Only)

This payment method is designed for paying for purchases outside of the automated web shop system (i.e. phone orders, quote payments etc.) Tilers Online customers can pay monthly accounts and invoices 24 hours a day – 7 days a week.

Please complete the following:

1. Please enter your reference numbers (i.e. invoice number, quote number, statement number) in the comments box at the bottom of check out form.
2. When making payments ensure your details are correct including reference numbers 
3. Once payment has been made you will receive a payment confirmation via your nominated email address.

For details on using this system please contact us on 1300 300 318 or (02) 9525 3095 or contact us.

Make a payment with your credit card using the form below. You will be emailed a receipt once you have completed the payment.

1: How long will my item take to be delivered?

Generally items ordered before 11.00am will be dispatched on the same day.
Most parcels are delivered by Direct Freight. Note the times stated below are only an indication.
Delivery Times:
Sydney Metro - 1-2 days delivery
Melbourne Metro and Brisbane Metro / Gold Coast- 2-3 days delivery
Other Areas - Allow 3-4 days. Note: some regional areas, NT and Western Australia may take up to 10 days

2: How much are delivery charges?

Tilers Online classes our products in the following package types
Small Packages = Parcels that are able to be transported via Direct Freight (No PO Boxes)
Orders under - $120.00 will incur a $15.95 freight charge Australia wide
over - $120.00 will be calculated in your shopping cart (the maximum you will pay is $39.95 for your delivery Australia Wide)
Next day delivery - To Sydney metropolitan area for all deliveries received before 11am.
Large Items = Items that are too large for the postal service and require a courier to deliver.
Store Pickup = Items that are fragile or flammable cannot be transported easily. These items may be required to pick up from our store locations.
We offer contact-us international shipping on items. Please contact us for the cost to your location sales@tilersonline.com.au

3: Info about Tilers Online - Payments Page

Tilers Online customers can now pay monthly accounts and invoices 24 hours a day – 7 days a week by clicking on the Pay Accounts Tab

This payment method is designed for paying for purchases outside of the automated web shopping system (eg Phone orders, Quote Payments).

Please ensure the following:

When making payments ensure that your details are correct and include reference numbers (eg invoice number, quote number, statement number). Once payment has been made, you will receive a payment confirmation via your nominated email address.

For more details on using this payment system please contact us on 1300 300 318 or +61 2 9525 3095 or contact us

4: How can I pay for my goods?

Tilers Online accepts:

• Secure online credit card payments either by - PayPal, Visa or Mastercard, Afterpay

• For direct bank deposits, please include your name on the reference.

5: If I am not happy with the item can I return it?

Yes, we do accept returns, please contact us or phone 1300 300 318 to organise a return authority number.

• We will only accept returned items that are in new condition with original packaging.

• Freight is the responsibility of the person returning the item.

• For Full Returns Conditions please click here.

• Note: Claims for Damaged items (transit), Missing items or Wrongly supplied items will only be accepted within 2 days of receiving your parcel any claims after this period will not be accepted. 

• Please notify our office either by phone 1300 300 318 (international: +61 2 9525 3095) or contact us within this time period.

6: My item needs to be repaired - is it under Warranty?

All the items that Tilers Online sell are backed by the Manufacturer’s Warranty, and each manufacturer has a different policy. For warranty policies please contact us or phone 1300 300 318 or +61 2 9525 3095

7: My Item was damaged during transit what should I do?

Tilers Online freight charges include damage insurance.

In the unfortunate situation of transit damage please contact us within 24 hours of the delivery to make a claim.

Depending on the damaged item we will either repair or replace the item at the discretion of Tilers Online.

8: I am looking for a specific item but cannot find it on your site - are you able to get it for me?

Tilers Online deals with most major manufacturers of Tiling Tools and Tiling Equipment.

Please contact us and we will source the product at the best price for you.

9: I have found an item cheaper - will you match the price?

Yes, we endeavour to keep our prices low, we will do our best to match or even beat genuine prices of a competitor.

Please contact us or phone 1300 300 318 or +61 2 9525 3095 and please provide the following information:

• Your name and contact phone number

• The product name and model number

We will also require proof of competitors price as follows:-

• A copy of a Sales Catalogue or Printed quote (with suppliers name, address and phone number) scanned and emailed.

• The URL (web address) of our competitor's web site.

• The fully inclusive price of the competitors price including GST & Delivery Charges. Note we will only match the product price, delivery charges will be added on.

Conditions

• Tilers Online will confirm the price with the competitor. Tilers Online reserves the right not to proceed with the sale at any time.

• Once a purchase has been made, Tilers Online will not refund any difference in price. Please confirm your price match with us first

• Tilers Online will only match the price of the exact product and model. We will not match items listed on Auction sites or outside the Australian mainland.

10: Can I purchase items from your website and pickup, or use my own Courier?

Yes pickup is available during normal operating hours only - please allow us 5 hours notice to have your items packed and ready for pickup.

11: What do our customers have to say about shopping online with us?

Great Service: I ordered a Sigma tile cutter on Monday night and to my shock when I returned home from work on Wednesday it was at my front door! Thanks guys for the quick service and great price. [ Andrew, Orange NSW ]

Spare Parts: I shopped around for some spare parts for my 8 year old Rubi tile cutter and was told you could not buy parts for it. After a quick search on the internet I found your company, thanks for the great service the cutter works like new. [ Aaron, Brookvale NSW ]

Saved By Quick Delivery: I had an urgent job to finish in far north QLD and broke the handle on my tile cutter, after calling your office I bought a new cutter delivered in 3 days. You saved me from having to delay the job. Thanks heaps. [ Tim, Townsville QLD ]

Another Happy Customer: Its been a pleasure doing business with your company. I have recommended you to many of my tiler friends and will continue to purchase products in the future. [ Joshua, Perth WA ]

12: What browser do I need to use your site?

Our site has been tested with all the following browsers, you should use the latest version of your browser of choice to use our website successfully.

Internet Explorer. Chrome. Safari. Firefox. Opera.

When a poultice and water mixture does not effectively remove the stain, the following recommended Aqua Mix products used in conjunction with poultice in a mixture have proven to produce successful results. Shop AQUA MIX

The enclosed listing is a general recommendation only for stain removal. The degree of success will be determined by factors including but not limited to type of surface stained, length of time stain has been in place and whether or not the surface stained is sealed or unsealed. 

AM_Stain_Removal_Guide.pdf