All tiles should be checked upon receipt. Incorrect delivery, short delivery, or damaged tiles must be notified to HF Tiles within 48 hours upon receipt of the goods. Once the delivery docket or courier's docket is signed, it is deemed confirmation of the goods being in good condition.
- Before installation, ensure the tiles are correct in model, batch, color, and size, are fit for purpose, and free of any defects or faults. If there are any concerns, DO NOT LAY and contact the seller immediately.
- Once tiles/pavers are laid, YOU ARE RESPONSIBLE. HF Tiles will not accept any return or replacement requirements, or claims for labor, repair, or delays of projects once tiles are laid, including "NOT FIT FOR PURPOSE" as a reason.
Shade
- Crazing and shade/batch variation are inherent characteristics of ceramic and porcelain tiles. HF Tiles takes no responsibility for any shade/batch variation between samples shown to the buyer and the actual tiles supplied.
- It is the buyer's responsibility to purchase an adequate quantity to complete a job. HF Tiles cannot guarantee to supply tiles in the same shade/batch and caliber for subsequent orders.
- If replacement is required due to inadequate quantity ordered, handling charges will apply.
Size
- Dimensions of tiles/pavers are indicative only and will differ between shades, batches, and colors.
- HF Tiles uses NOMINAL SIZE for all its tile products as per industry standards. Due to the nature of tile products, it is the buyer's responsibility to confirm specific sizes before ordering.
- Claims regarding size discrepancies or assumptions made by the buyer will not be accepted.
- Additional orders or replacements due to misunderstandings of indicative sizes will incur charges.
Slip Ratings
- Slip ratings of all HF Tiles products are indicative only. Results of anti-slip tests (wet pendulum and oil ramp) can vary between shades and batches.
- It is the buyer's responsibility to check/test the slip ratings of specific shades or batches before use.
- HF Tiles will not accept return or replacement requests due to indicative slip ratings.
Cleaning and Maintenance of Tiles
- The owner/installer must protect the tiled surface during construction to prevent stains, damage, or dirt accumulation.
- The buyer must ensure that all grout haze is properly removed from the tile surface following the instructions of the grout manufacturer.
- Anti-slip tiles require extra maintenance compared to non-rated tiles.
- If acid or chemicals are applied to the tiled surface, HF Tiles considers the surface altered and will not be responsible for subsequent issues.
Returns
- HF Tiles will only accept returns of products in their ORIGINAL CONDITIONS.
- Returns will not be accepted if the shade/batch is under minimum stock levels.
- A handling charge of $35 applies to all returns.
- For fully returned orders, the original delivery fee will be back-charged.
- For partially returned orders, part of the original delivery fee will be back-charged based on the number of pallets returned.
- It is the buyer's responsibility to arrange returns to the HF Tiles warehouse.
- Once a return request is approved, the items must be returned to HF Tiles within 7 days from the acceptance date.
- Credit will only be issued for products returned in their ORIGINAL CONDITIONS.
Warehouse Pick-ups
- Please allow a minimum of two hours for order preparation. We will endeavor to have your order ready within business hours (warehouse closes at 4:00 PM).
- If your customer or driver arrives earlier than two hours, there may be waiting times.