Refund policy

Cancellation Policy:

Should you wish to cancel your order, kindly contact us promptly.

Returns:

Janelle Kitchens Ltd accepts returns within 14 days, provided the goods are in their original, saleable condition, including the original packaging. It is your responsibility to return the goods, along with the purchase receipts via a tracked courier or drop off to our warehouse.. Refunds will cover the product only, with no refund of delivery fees. A re-stocking fee may be applicable.

Tile Warranty:

No claims for replacement, repair, or reimbursement will be accepted for defects, sizing issues, shade or colour variation, incorrect delivery, or any other fault once tiles have been installed. In accordance with global industry standards, claims are strictly not accepted after installation.

It is the responsibility of the tiler, under the direction of the builder or homeowner, to inspect all tiles prior to installation. If there are any concerns regarding quality, size, colour, or shade variation of the batch on site, the tiles must not be installed. Should a defect be identified during installation, work must cease immediately.

Exchanges:

Returns for exchange are accepted within 14 days, provided the goods are in their original, saleable condition, including the original packaging. Return the goods and purchase receipts via a tracked courier or drop off to our warehouse.. Refunds cover the product only, with no refund of delivery fees. A re-stocking fee may apply. A new order will be created and charged.

Warranties:

Janelle Kitchens Ltd stands behind the quality of its products, all covered by the manufacturer’s warranty. If you encounter issues or believe a product is faulty, contact us for assistance. The Consumer Guarantees Act 1993 sets minimum standards for goods sold by Janelle Kitchens Ltd replacement, or refund for deficient or faulty goods.

Damaged Goods:

For damaged products, reply to your dispatch email within 24 hours, providing relevant details such as order number and proof of damage. In the event that we cannot supply a replacement, we will offer you credit or a refund.

Dispatch Error:

In the event of an incorrect product, reply to your dispatch email within 24 hours, providing relevant details such as order number and proof of supply/dispatch error. We will arrange a return of the incorrect product or suitable resolution.