Return policy

Southtile Ltd Return Policy

At Southtile Ltd, your satisfaction is our priority. If you’re not completely happy with your purchase, we’re here to help.

General Returns

We gladly accept returns within 7 days of delivery, provided the following conditions are met:

• The item must be unused and in the same condition as when you received it.

• It must be in its original packaging.

To initiate a return, please contact us at info@southtile.co.nz with your order number and reason for the return.

Return Process:

1. We will provide you with a return shipping label and instructions on how to proceed.

2. Once the returned item is received and inspected, we will send an email to confirm receipt and notify you of the approval or rejection of your refund.

3. If approved, your refund will be processed, and a credit will be applied to your original payment method within three working days.

Faulty or Damaged Products

If your product arrives damaged or is faulty, please contact us immediately at info@southtile.co.nz with photos of the issue.

Key Points:

• Southtile is responsible for damages on delivery of all fire bricks, refractory products, insulation, brick trade products, lintels, and tools.

• Responsibility shifts to the owner after delivery, except for faulty items under warranty (e.g., tools).

• For damaged products, Southtile will send replacements within five working days of notification.

Restocking Fee & Non-Refundable Items

• A 15% restocking fee applies to certain items.

• Non-refundable items include products that have been cut or drilled.

Shipping Costs

Please note that shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund amount.

If you have any questions about our return policy, don’t hesitate to contact us at info@southtile.co.nz. We’re here to assist you!