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What's covered, for how long, and how to make a claim
Everything you buy from TileCloud is covered by the Australian Consumer Law, and on top of that we back it with our own warranty — tiles and Yabby products alike. The periods for each product type are in the schedules at the end: Annexure A for tiles, Annexure B for Yabby products (tapware, showers, toilets, sinks, basins, wastes, mirrors and hardware).
Two things really matter. For tiles: check them before they go on the wall or floor — a visible fault is easy to fix before installation and very hard after. For everything: if something's wrong, take a photo, keep your proof of purchase, and contact us within 30 days. We'll make it right.
This warranty is provided by Verandah Brands Group Pty Ltd (ABN 92 698 757 701) trading as TileCloud. When we say "we", "us" or "our", that's who we mean. Some of our bathroom and kitchen products are sold under the Yabby brand — they're covered by this warranty just the same.
The following statement is required by law, and it applies to everything you buy from us:
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this document takes away from those rights. Our warranty sits on top of them — it never replaces them.
2.1 What's covered
We warrant that your products are free from faults in materials and workmanship. Coverage is split into parts, because different parts have different lifespans.
Tiles are covered across two parts:
Structure — the tile body. Covers cracking, warping, and expansion or contraction caused by a manufacturing defect.
Finish — the glaze or surface. Covers surface delamination, crazing and fading caused by a manufacturing defect.
Yabby products are covered across up to four parts:
Structure — the body of the product itself
Finish — the surface coating or colour applied to it
Cartridge — the cartridge or aerator in tapware, and the internal working parts in toilets and cisterns
Other — the smaller components: seals, hoses, hinges, springs and transformers
The warranty periods for each product type are set out in Annexure A (tiles) and Annexure B (Yabby products). They run from the day your order is delivered — or, if the products came installed in a brand-new home, from the day you purchased the home.
Where a schedule says "Lifetime", it means the period during which the original purchaser owns the premises in which the product was first installed. It is not unlimited: the warranty ends if the product is removed or the premises are sold, and it remains subject to the exclusions in this document, including fair wear and tear.
2.2 Who's covered
The warranty covers you if you bought the products from TileCloud — online or otherwise — or they came installed in your newly built home. It covers the original purchaser only, and doesn't transfer if the products or the home are sold.
2.3 Where the warranty applies
Residential terms apply to products installed in a home and used the way homes are used — that includes owner-occupied homes and standard rental properties where a household lives.
Commercial terms apply to products installed anywhere people use them more heavily than a household would: hotels, motels and short-stay accommodation (including serviced apartments and whole-home short-stay letting), restaurants, cafés, salons, gyms, offices, retail, public bathrooms, commercial kitchens, and the shared spaces of apartment buildings (lobbies, communal bathrooms, common laundries). If a space is open to customers, guests or the public, it's commercial.
Outdoor means any area that isn't fully enclosed and weather-sealed — balconies, alfresco and outdoor kitchen areas (even under a roof), pool surrounds and gardens. For Yabby products, outdoor use is covered only for products designated as outdoor-rated — these are made from 316 stainless steel and marked as outdoor-suitable on the product page. Installing any other product outdoors isn't covered, even where the product's schedule shows an outdoor term for its category. Pool or submerged installation isn't covered unless a schedule expressly lists a pool term.
If you're not sure which applies to your situation, ask us before you buy — we'd rather sort it in thirty seconds now than during a claim.
2.4 Sale items
Products sold as Clearance, Seconds or Ex-Display are covered for 12 months, regardless of the periods in the schedules. Your Australian Consumer Law rights are unaffected and apply in full to these products.
2.5 What we'll do
If your claim is covered, we'll repair the faulty part or replace the product free of charge — from the same line where available, or the closest match in our current range if it's been discontinued. Repaired or replaced products carry the remainder of your original warranty period — the clock doesn't restart.
This is a parts warranty. It covers the product itself, not trade costs: no removal, reinstallation or re-laying, and no adhesive, grout, waterproofing or other installation materials.
2.6 Tiles: check before you lay
The single most important part of any tile warranty:
Inspect your tiles when they arrive, and again before installation. A tile with a visible fault that gets installed anyway isn't covered — installation is treated as acceptance of visible condition.
Tiles are made in batches, and shade can vary slightly between batches. Check your tiles are from the same batch before laying, and order enough to finish the job (plus spares) — we can't guarantee a later batch will be an exact match.
If anything looks off, stop and contact us before your tiler starts. Faults are easy to sort before installation — and genuinely hard after.
2.7 Installation
All products
Before installation, check the product carefully — installing a product is treated as acceptance that it's free from visible defects.
Plumbed products (Yabby)
Installation must be by a licensed plumber and comply with AS/NZS 3500 and AS 3740 for wet areas.
Tiles
Installation must be by a qualified tiler and comply with AS 3958.1 for tiling and AS 3740 for waterproofing in wet areas.
2.8 What's not covered
We can't cover problems we didn't cause. The warranty doesn't apply where the issue comes from how the products were installed, used or looked after — specifically:
Installation — all products
Water supply — plumbed products
Sealing & natural character — tiles
Care and use — all products
You'll also need proof of purchase from TileCloud, and enough evidence (usually photos) for us to confirm the fault is covered. None of these exclusions limit your Australian Consumer Law rights.
2.9 Costs we don't cover
To the extent the law allows, and always subject to your Australian Consumer Law rights, we don't cover trade costs to remove or install products, installation materials (adhesive, grout, waterproofing), repair work we haven't approved in writing beforehand, or damage to anything else and other indirect losses caused by a faulty product. If we send a technician out and the problem turns out to be faulty installation, another brand's product, or something listed in section 2.8, we may charge a service fee for the visit.
2.10 Changes to this warranty
We update our range and this warranty from time to time. The version that applies to your products is the one published on the date you purchased them.
3.1 If something's wrong
Not installed yet? Don't install it — contact us first.
Check your delivery when it arrives — if anything is damaged in transit, tell us within a few days with photos of the product and packaging, and don't install it.
Already installed? If continued use could cause damage or create a safety issue, stop using it. If a plumbed product is leaking, shut the water off at the isolation stops and take clear photos.
Contact us within 30 days of finding the fault.
3.2 What we need from you
Please don't arrange your own tradesperson or repair before we've confirmed the claim — unapproved costs aren't covered. Once we confirm, we'll tell you the next step. If a booked inspection needs rescheduling, let us know at least 48 hours ahead, or a call-out fee may apply.
3.3 How to reach us
Email: hello@tilecloud.com.au
Phone: +(61) 2 9557 6785
Post: 34 Rosebery Ave, Rosebery NSW 2018
If the products haven't been installed, you can return them with your proof of purchase. If returning them isn't practical, get in touch and we'll sort out a collection if appropriate.
All periods in years from delivery (or purchase of a new home). Structure covers the tile body; Finish covers the glaze or surface.
| Material | Residential Structure | Residential Finish | Commercial Structure | Commercial Finish |
|---|---|---|---|---|
| Ceramic | Lifetime | Lifetime | 7 | 7 |
| Porcelain | Lifetime | Lifetime | 7 | 7 |
Tile types not listed above (including natural stone, encaustic and recycled glass) are covered by your Australian Consumer Law rights.
"Lifetime" means the period during which the original purchaser owns the premises in which the products were first installed. It is not unlimited: the warranty ends if the products are removed or the premises are sold, and remains subject to the exclusions in this document, including fair wear and tear.
Tapware, showers, toilets, sinks, basins, wastes, mirrors and hardware sold under the Yabby brand.
All periods in years from delivery (or purchase of a new home). "–" = component not applicable. Outdoor terms apply only to products designated as outdoor-rated (316 stainless steel) — check the product page. Cartridge covers cartridges and aerators in tapware, and cistern internals in toilets. Other covers seals, hoses, hinges, springs and transformers as applicable. For Mirrors, Finish covers the mirror frame and cabinet frame coating only — it does not include mirror backing, silvering, corrosion or edge deterioration.
| Category | Structure | Finish | Cartridge | Other |
|---|---|---|---|---|
| Tapware | Lifetime | 5 | 7 | – |
| Showers | Lifetime | 5 | 7 | – |
| Wastes | Lifetime | 5 | – | 2 |
| Basins | 10 | 5 | – | – |
| Kitchen Sink – Stainless | Lifetime | 5 | – | – |
| Kitchen Sink – Fireclay | 15 | 5 | – | – |
| Mirrors | 5 | 2 | – | – |
| Hardware – Door | 10 | 5 | – | – |
| Hardware – Fittings | 10 | 5 | – | – |
| Heated Towel Rails | 10 | 5 | – | 3 |
| Toilets | Lifetime | 5 | 15 | – |
| Category | Structure | Finish | Cartridge | Other |
|---|---|---|---|---|
| Tapware | 10 | 1 | 5 | – |
| Showers | 5 | 1 | 5 | – |
| Wastes | 10 | 1 | – | 1 |
| Basins | 5 | 1 | – | – |
| Kitchen Sink – Stainless | 10 | 1 | – | – |
| Kitchen Sink – Fireclay | 5 | 1 | – | – |
| Mirrors | 5 | 1 | – | – |
| Hardware – Door | 5 | 1 | – | – |
| Hardware – Fittings | 5 | 1 | – | – |
| Heated Towel Rails | 5 | 1 | – | 1 |
| Toilets | 10 | 1 | 1 | – |
| Category | Outdoor Structure | Outdoor Finish | Outdoor Cartridge | Outdoor Other |
|---|---|---|---|---|
| Tapware | Lifetime | 2 | 7 | – |
| Showers | 10 | 2 | 7 | – |
"Lifetime" means the period during which the original purchaser owns the premises in which the products were first installed. It is not unlimited: the warranty ends if the products are removed or the premises are sold, and remains subject to the exclusions in this document, including fair wear and tear.