Refunds & Returns

Refunds Policy

At CONNETIX, customer satisfaction is at the heart of everything we do. As an Australian family-owned business, we want your family to enjoy CONNETIX just as much as ours does.
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If you have any questions or concerns about your purchase, we're here to help. Simply contact us at support@connetixtiles.com, and a member of our support team will get back to you as soon as possible during business hours, Monday to Friday.

Credit note for change of mind

We hope you love every CONNETIX product you receive. However, we understand that sometimes a purchase isn't quite right. If you've changed your mind, we're happy to help, provided the following conditions are met:
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contact our support team within 14 days of receiving your order at support@connetixtiles.com﻿
provide proof of purchase, including your CONNETIX order number
items must be unused and returned in their original, undamaged packaging to be eligible for a credit note to the value of the product
return shipping costs for change of mind returns are the responsibility of the customer
please pack your items securely and use a trackable shipping service to ensure they arrive safely
credit notes will be issued once your return has been received and inspected
please allow up to 10 business days for your credit note to be processed.
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Please note that change of mind credit notes are not available for:
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discounted or sale items
products received as part of a giveaway or competition.
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Disclaimer: CONNETIX reserves the right to decline returns that fall outside the return period or items that have been used, damaged, or returned without their original product packaging.

Replacements, exchanges or refunds due to a fault or damage

We take great pride in the quality of every CONNETIX product. Behind the scenes, every tile undergoes careful quality checks to ensure it meets our high standards. While manufacturing issues are rare, we understand that sometimes things don't go to plan, and we're committed to working with you to find the best solution.
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A product may be considered faulty if it arrives damaged or develops a manufacturing fault within 30 days of receiving your order.
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Our warranty does not cover damage caused by:
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incorrect assembly
inadequate storage
the use of inappropriate cleaning products
misuse, abuse or neglect
failure to follow the recommended care and maintenance guidelines.
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If you believe you've received a faulty or damaged item, please contact support@connetixtiles.com and include:
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your full name and email address
your location
your CONNETIX order number, or the name of the retailer where you made your purchase
clear photos and/or videos showing the issue.
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Our support team aims to respond within three business days. In some cases, we may request additional photos or videos before determining the most appropriate resolution. Every claim is assessed on a case-by-case basis.
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Where a product is deemed faulty, damaged or no longer safe for play, CONNETIX will do its best to provide a like-for-like replacement.
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Please note that due to the manufacturing process, minor cosmetic marks can occasionally occur. These slight imperfections are generally unavoidable and, where they do not affect the functionality or playability of the product, may not be considered eligible for replacement.
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If a replacement, exchange or return is required because CONNETIX has supplied an incorrect, faulty or damaged item, CONNETIX will cover all associated shipping costs.
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Replacements, exchanges or refunds due to an incorrect item

In the unlikely event that you receive an incorrect item, we'll send the correct product once:
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we have received the incorrect item, or you've provided confirmation by email that it has been sent back
the returned item is unused and in its original packaging
the replacement is shipped to the original delivery address, unless otherwise agreed in writing.
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Return shipping costs for the incorrect item will be reimbursed using the most suitable method determined by CONNETIX.

Lost-in-transit items

Items will not be considered lost in transit until three weeks have passed from the date they were lodged with the courier. If your order is believed to be lost, we'll work with the courier to investigate. Replacements or other resolutions can only be provided once the investigation has been completed.
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Important: Please do not send your item back to CONNETIX without contacting us first via support@connetixtiles.com. The returns process will then be emailed directly to you based on your location.

Refunds Policy

Credit note for change of mind

Replacements, exchanges or refunds due to a fault or damage

Replacements, exchanges or refunds due to an incorrect item

Lost-in-transit items

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