Metro Tiles Direct Return Policy

If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition within 14 days of receipt. We will issue a refund on receipt, or exchange the item if preferred. Shipping is only refundable if you receive faulty goods.

Please note:
The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
The cost of returning the item to us is your responsibility.
The parcel can take up to 7 working days to be returned to our Warehouse, unless sent via special delivery.

Returns for incorrect sizes are accepted within 7 days of purchase. We only accept returns for other items or a credit note.

The buyer agrees to cover the cost of postage for a returned item, we will accept the charges of sending back the replacement. We will assess refunds on a case by case basis.

We accept returns for item exchanges and faulty products only. Items that are returned must be in ‘as new’ condition. We do not accept returns on items which have been used in any way. Returns must be actioned within 14 days.

Refunds are only given for faulty items. In any other case we offer an exchange.
We will always work with customers to resolve any issues .


I entered the wrong shipping address in my order, what can I do?
If you have entered the wrong shipping address into your order, and your order has been placed, please contact our staff immediately at sales@metrotiles.com.au – our staff ships out items on the same day (if cleared by 10am on business days), so if an item gets sent out to the wrong address supplied, we cannot recover those losses.


I didn’t receive the item that I ordered.

If you didn’t receive the item that you ordered, please contact our friendly staff at sales@metrotilesdirect.com.au who will work to track your items effective immediately.


I have chosen the wrong item in my order.

If you have placed the wrong item in your checkout, and have already placed your order, contact our staff immediately at sales@metrotilesdirect.com.au , with all your relevant details, so that our team can promptly resolve the issue and ship out the correct items.
If, for whatever reason, you have failed to notify our team within 24 hours of placing your order, you will have to wait untill you receive your items, and then return those items, using the instructions above regarding our returns policy.


I received a faulty item.

In the rare case that you have received a faulty item, please contact our friendly staff at sales@metrotilesdirect.com.au and outline that you’re a reporting a FAULTY item in the subject of your email.
We require the following details from you in order to proceed with replacing your faulty item:
o Your Order ID number
o Pictures and description of the issues you have with the faulty item
o Any relevant contact information

Please note that we will not replace any items that appear to have been used or tampered with. The item must be in near new condition.