The Terms and Conditions (“Agreement”) govern the use of My Pool Tiles (“the Company”) website and the purchase of products from the online store. By using the website or placing an order, the Customer agrees to the following terms and conditions, which comply with Australian consumer laws.

1. Product Information and Availability

All products listed on the Company’s website are described to the best of our knowledge based on information provided by manufacturers and suppliers. We aim to ensure that all product descriptions, images, and prices are accurate; however, the Company reserves the right to correct any errors or omissions.

Product availability is subject to stock levels, and the Company cannot guarantee that all products will be in stock at the time of purchase. In the event an item is out of stock, the Company will notify the Customer promptly and offer alternatives or a full refund.

Glass mosaics

Glass is a natural and fired material and due to the very nature of producing glass mosaics, slight variations of shades in batches are accepted as not faulty or different colors. Similarly, slight chipping of glass mosaics (5% per sheet) is associated with the nature and method of producing glass mosaics and it (chipping) is not accepted as defects as the basis for the return of the goods or claim or compensation. Further, My Pool Tiles cannot guarantee that identical shades and batches will be available when identically specified products are reordered.

Because Bisazza fillgel and ad-hoc glue are classified as perishable materials and must be stored under specific conditions to protect the products from deterioration, we do not accept return of these products.

*Terms & Conditions of Natural Stone.

Natural Stone has colour variations, pitting, chips, fissures, veining, slight imperfections and minor size variations.

These are all natural characteristics of Natural Stone and are to be expected.

We recommend sealing all Natural Stone with a high quality penetration sealer.

2. Pricing and GST

All prices listed on the website are in Australian Dollars (AUD) and include GST in accordance with the Australian Taxation Office (ATO) requirements. Prices may be subject to change without prior notice, but orders placed before a price change will be honored at the original price.

3. Orders and Payment

Orders are placed online through the My Pool Tiles website. Full payment is required at the time of order, and payment can be made via payment methods offered on the website.

The Company reserves the right to refuse or cancel any order, even after payment has been made, if there is an issue with stock availability or pricing. In such cases, the Customer will be notified, and a refund will be issued.

4. Shipping and Delivery

The Company ships pool tiling products Australia-wide. Shipping costs are calculated based on the weight and destination of the order and are emailed to you separately. Delivery times are estimated based on the carrier’s standard delivery schedule and may vary depending on the location and external factors such as weather conditions or delays with the shipping provider.

When you order from My Pool Tiles, you're ordering from the Importer (Natural Stone Products). Most products are in stock at our Tingalpa, Brisbane warehouse and are ready to ship to your doorstep. You can expect to receive your order within 7-10 days depending on your location. 

Please note: All deliveries are Curbside only.

Charges may also apply to hard-to-reach areas such as high-rise buildings, basements and CBD deliveries. These charges will be assessed after your order is processed, and you will be contacted to provide payment for said charges. 

Third party freight companies may contact you to set up a delivery appointment. These orders will normally include curbside delivery only.

Once shipped, My Pool Tiles is not responsible for delays, damage, or loss incurred during transit. The Customer is encouraged to inspect the goods upon arrival and report any damages within 48 hours of delivery. For lost or damaged items, claims should be filed directly with the carrier, and the Company will assist in the process where possible.

5. Returns and Refunds

The Company follows Australian Consumer Law (ACL), including the consumer guarantees outlined under the Competition and Consumer Act 2010.

• Change of Mind: The Company is not required to offer a refund or exchange for change-of-mind purchases, but we may consider requests on a case-by-case basis. Products must be returned in their original condition, unused, and in original packaging within 14 days of receipt. Return shipping costs will be the responsibility of the Customer.

• Faulty or Defective Products: If a product is faulty or not as described, the Customer is entitled to a replacement, repair, or refund in accordance with Australian Consumer Law. Customers must notify My Pool Tiles within 48 hours of receiving the product, providing details of the fault and supporting evidence (e.g., photos). Any returns must be delivered back to My Pool Tiles within 10 days of purchase in the same condition as received, with original packaging. Should the returned goods condition differ, My Pool Tiles reserves the right not to accept the return. All claims not made within 48 hours are deemed to have been waived. The Company will not cover return shipping costs.

If for some reason the tiles in your order are damaged, incorrect or faulty, My Pool Tiles will arrange return shipping and replacement of the affected tiles. Please document any damage or issues with photos (ideally still in original packaging) to help identify the cause so we can continue to make our service better in the future. These documented photographs of the damaged, incorrect and/or faulty items MUST be forwarded to our email admin@mypooltiles.com.au within 3 days of receiving said goods.

If you are not 100% satisfied with your purchase, Graystone is happy to accept returns within 21 days of your order confirmation . 

Please read the following information carefully.

1. Fore stone pool tiles, you must request an RGA (Return Goods Authorization) form by emailing admin@mypooltiles.com.au. Returns will not be accepted without the form. In your email request, you must include:

 A. Your order number.

B. The quantity of tile you are returning.

C. The reason for your return. 

You will receive a pre-filled RGA form within 3 business days of submitting your request.

2. A 20% restocking fee is assessed on all returns.

3. My Pool Tiles does not pay for return shipping. The customer is responsible for all return shipping charges and arrangements - you can choose any carrier you'd like.

4. Shipping charges are non-refundable.

5. All returns must be in their original packaging and in the condition in which they were received. Credit will not be issued for any items returned to us broken. It is imperative that the returned boxes are packaged well as our products are extremely fragile. We recommend insuring your return shipment and using a trackable shipping method. Refunds will not be issued for items damaged in return transit or for returns that are never received. Refunds will be processed through the original payment method within 7–10 business days of receiving the returned item.

6. Product Warranties

Products sold by My Pool Tiles may be covered by manufacturer warranties. The Company will pass on any applicable warranties to the Customer. Warranties are subject to the manufacturer’s terms and conditions, and the Customer should follow the manufacturer’s care and maintenance guidelines to avoid voiding the warranty.

Tile performance (e.g., slip resistance, wear, or fading) will depend on correct installation and maintenance. My Pool Tiles is not responsible for damage caused by improper installation, neglect, or misuse of the products.

7. Installation and Australian Standards

All tiles supplied by My Pool Tiles are intended for use in compliance with Australian Standards, specifically AS 3958.1-2007 (Ceramic Tiles – Guide to the Installation of Ceramic Tiles) and other relevant building codes. However, the Company is not responsible for the installation of tiles. The Customer is advised to engage qualified professionals for the installation to ensure compliance with local regulations and standards.

8. Limitation of Liability

To the maximum extent permitted by law, My Pool Tiles is not liable for any indirect, incidental, or consequential damages arising from the use of its products or services, including, but not limited to, installation errors, misuse, or negligence by the Customer or third-party contractors. My Pool Tile’s total liability is limited to the replacement or refund of the product purchased.

9. Intellectual Property

All content on the My Pool Tile’s website, including but not limited to images, product descriptions, logos, and designs, is the intellectual property of My Pool Tiles or its suppliers. Unauthorised use, reproduction, or distribution of this content is prohibited.

10. Privacy Policy

My Pool Tiles is committed to protecting the privacy of its customers in accordance with the Australian Privacy Principles (APPs). Any personal information collected during the ordering process will only be used for processing orders and communicating with the Customer. My Pool Tiles will not share or sell personal information to third parties without the Customer’s consent, except as required by law.

11. Governing Law

These Terms and Conditions are governed by the laws of Australia and are subject to the exclusive jurisdiction of the courts of [QLD], Australia. Any disputes arising from the use of the website or purchases made online will be handled in accordance with Australian Consumer Law.

12. Changes to Terms and Conditions

My Pool Tiles reserves the right to update or modify these Terms and Conditions at any time without prior notice. Changes will be effective immediately upon posting on the website. It is the Customer’s responsibility to review the Terms and Conditions before making a purchase.

13. Contact Information

For any questions or concerns about these Terms and Conditions, or if you need assistance with your order, please contact:

My Pool Tiles

ABN: [78 530 407 048]

Phone: 0457 405 743

Email: [admin@mypooltiles.com.au]

Address: Brisbane, QLD, Australia

By purchasing from My Pool Tiles, you agree to the above Terms and Conditions.