Terms of Payment

 All Orders including Pre-Order Tiles are to be paid in full on tilehaus.co.nz

Freight / Delivery 

Freight is payable on all orders at the rates outlined below, at the time of purchase.

Delivery address

Rate, per m2 ordered


Maximum Delivery Time

North Island Main Centers



7 Days

North Island Rural



7 Days

North Island Depots



7 Days

South Island main Centers



7 Days

South Island Rural



7 Days

South Island Depots



7 Days


Our Delayed Delivery Service is available for a 90 day period from the purchase date. Delayed Delivery must be selected at checkout and a preferred delivery week within 90 day must be specified. Once the order has been dispatched from the warehouse, the delivery date cannot be changed.

Despite our best attempts, we cannot guarantee to meet the required delivery date and will not be responsible for any loss, damages or consequential loss arising from any delay.

All consignments are well packed but our products are fragile by nature and require careful handling during transit and on site; responsibility for any damage transfers to the purchaser upon collection of goods or signing of the delivery docket.

Please check goods carefully upon delivery and note any damage on the delivery docket; any such damage must be also advised to us within 48 hours of delivery as neither the carrier or ourselves can accept any subsequent claims.

All deliveries of TileHaus orders are to the curb side of the provided residential or commercial address only, within New Zealand. No PO Boxes.

If you are not home at the time of delivery then our freight partners have authority to leave with out signature. Signature is preferred on delivery to ensure your order arrives safely. Our freight partners are not able to hand unload, instead they will use a pallet jack to move your order from the truck to the curb side. Any additional charges or fees because of delivery challenges or extra time on site will be passed on to the customer.

Permission to use the curb side at the provided address is the responsibility of the purchaser. Once the order has been delivered to the curb side, the tiles become the responsibility of the purchaser.

Please unload pallets carefully, as boxes have the potential to fall. Remove one box at a time and use tape to secure the rest of the boxes on the pallet.

Force Majeure’s- Please note that any delivery date given is also subject to below Force Majeure clause: No Party shall be liable for any failure to perform its obligations where such failure is as a result of acts of nature (including fire, flood, earthquake, storm, hurricane or other natural disaster), war, invasion, act of foreign enemies, hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection, military or usurped power or confiscation, terrorist activities, nationalisation, government sanction, Pandemic, blockage, embargo, labour dispute, strike, lockout or interruption or failure of international air or sea transportation, and no other Party will have a right to cancel this order in such circumstances. Any Party asserting Force Majeure as an excuse shall have the burden of proving that reasonable steps were taken (under the circumstances) to minimize delay or damages caused by foreseeable events, that all non-excused obligations were substantially fulfilled, and that the other Party was timely notified of the likelihood or actual occurrence which would justify such an assertion, so that other prudent precautions could be contemplated.

Before installation, please check that products delivered to site and/or collected from a depot are the correct products as ordered. No claims will be considered after


Depot collections


Our freight partners will contact the purchaser when the order has arrived at the depot and is ready for collection. Collection is required within 72 hours.

The following is the maximum carrying capacity that TileHaus recommends for all Depot collections: Small cars, hatchbacks etc 200kg, Medium cars 300kg, Large cars & medium SUVs 350kgs, Large SUV’s & Vans 500kgs, Pickup trucks 650kgs, Single Axle trailer un-braked 459kgs, braked 1000kgs, Dual Axle trailer un-braked 1000kgs, braked 1500kgs.

Per the Land Transport Act 1998, your order will only be loaded if it does not exceed the load capacity of your vehicle or trailer. You are responsible for ensuring the load is properly secured on or in your vehicle, please bring appropriate strapping if required.




Our estimates of the quantity of goods required are estimates only.

It is the buyer’s responsibility to verify the quantities required with their installer.

We recommend you include an additional 10% of the area to be tiled for cutting, and 20% on all TileCloud products. Should you require more tiles later, we will endeavor to obtain the same batch. However, this is not always possible, so it is recommended you order enough to tile your project.

All orders will be calculated to the nearest full box lot.


Shading / Batch Variation


Shade and size variations between the sample and the delivered product (and between one batch of goods and another) are normal due to the natural raw materials and manufacturing process. As such they add to the character of the product and are not considered to be a defect.

We attempt to supply the same batch for each order, but this is not always possible.

We recommend additional tiles should be retained to allow for wastage and repairs and the same batch may not be available at a future date.

Please check tiles batching PRIOR to installation as no claims will be considered after installation.

Nominal sizes are indicated, actual sizes can and will vary between batches/suppliers. If mixing tiles, compatibility should be confirmed prior to purchase.

Whilst we may assist with and advise you in the selection of goods, it is your responsibility to ensure the goods are suitable for the purpose you are using them for and that they comply with relevant regulations and specific requirements.




Please ensure the tiles you select have the correct technical characteristics rating for the area being laid.

Goods must be installed in accordance with best tiling practice, manufacturer directions, guidelines and relevant New Zealand building standards. We take no responsibility for product failure caused by non-observance of any such directions and standards.

Please be aware that tile installation and laying constitutes aesthetic acceptance of goods. Any claims once tiles are fixed cannot be accepted.


Returns and Exchanges


All returns and exchanges are subject to prior approval.

We will accept for return for full credit:

  • Transit Damaged goods
  • Faulty goods
  • Dispatch errors

All other returns, if approved, will be charged a 25% handling fee.

We will not accept for return:

  • Sale or clearance items
  • Pre-Order tiles from Australia
  • Damaged, opened or part cartons
  • Goods incorrectly ordered by customer (including partial orders or left-over tiles)
  • Goods returned later than 30 days after delivery date

We will willingly fulfill our obligations under the Consumers Guarantee Act, if the product is defective.

All claims must be made to returns@tilehaus.co.nz within 48 hours after delivery.

To be eligible for an exchange, you must be a full paying customer and have receipt or proof of purchase.

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