Why guarantees matter when hiring a tiler
Tiling is one of those trades where small mistakes can become expensive problems. Poor substrate preparation, incorrect waterproofing, bad adhesive selection or sloppy grout work can lead to cracked tiles, loose tiles, leaks, mould and costly repairs. In New Zealand, where bathrooms, laundries and outdoor areas often cope with damp winters and big temperature swings, the quality of the install matters just as much as the tiles themselves.
A good tiler should be willing to stand behind their work. But it helps to know exactly what that promise covers. In practice, there are three different layers to think about:
- the tiler’s own workmanship guarantee - manufacturer warranties for tiles, adhesives, grout, waterproofing systems and underfloor heating - your rights under the Consumer Guarantees Act 1993 (CGA)
These are not the same thing, and one does not replace another.
Workmanship guarantees: what a tiler should put in writing
A workmanship guarantee is the tiler’s promise that their labour will be free from defects for a certain period. Some tilers offer a standard guarantee, while others tailor it to the job. For a homeowner, the key point is not the length alone — it is what the guarantee actually covers.
A solid workmanship guarantee should clearly state:
- the length of the guarantee - what areas of the job it applies to - what counts as defective workmanship - how to report a problem - whether labour is covered for repairs - any exclusions, such as movement in the structure or damage caused by leaks from other trades
A workmanship guarantee may cover issues such as:
- loose, hollow or lifting tiles due to poor fixing - cracked grout caused by incorrect application - poor falls in a shower or wet area - lippage or uneven tile layout beyond acceptable standards - failed silicone or sealant joints where the tiler supplied and installed them
It usually will not cover:
- structural movement in the house - damage caused by leaks from plumbing faults - tiles supplied by the homeowner that were already defective - wear and tear, impacts or accidental damage after completion - problems caused by improper cleaning chemicals or heavy objects
Good questions to ask before you hire
Ask each tiler the same questions and compare answers side by side:
- Do you provide a written workmanship guarantee? - How long does it last? - Is it your own guarantee, or part of a company policy? - Does it cover bathroom waterproofing and wet area detailing? - What happens if a tile lifts or grout fails after completion? - Who pays for removal and replacement if the fault is yours?
If the answers are vague, that is a warning sign. A reputable tiler should be comfortable explaining the limits of their guarantee in plain language.
Product warranties: tiles, waterproofing, adhesives and more
Many tiling products come with manufacturer warranties, but those warranties usually apply only if the products are used correctly and installed according to the manufacturer’s instructions. That means product warranties can be very useful, but they do not protect you if the tiling was installed badly.
Common products with warranties include:
- ceramic, porcelain or natural stone tiles - waterproofing membranes and accessories - tile adhesive and grout systems - uncoupling mats and crack-isolation products - underfloor heating systems - sealants and primers
The warranty often depends on:
- the product being suitable for the location - correct substrate preparation - correct curing times - use of the full approved system, not a mix-and-match approach - installation by a competent person, sometimes with specific product training
If a tiler is supplying the materials, ask for the product brand and warranty details in writing. If you are supplying tiles yourself, keep the invoices and batch details. If there is a future problem, those records make it much easier to show what was installed.
What to check in a product warranty
Before work starts, find out:
- who the warranty is issued by - whether the warranty is transferable to the homeowner - whether the warranty covers labour, product replacement or both - how long the warranty lasts - whether registration is required - whether the warranty is voided by DIY modifications or poor maintenance
A long warranty is not useful if the installation does not meet the manufacturer’s requirements. A tiler should be able to tell you which products they prefer and why, especially in wet areas, balconies and outdoor spaces exposed to Auckland rain, Wellington wind or frosty inland conditions.
The Consumer Guarantees Act: your baseline protection in NZ
The Consumer Guarantees Act 1993 gives New Zealand consumers important rights when services are supplied for personal, domestic or household use. For tiling work, the relevant guarantees usually include that the service will be carried out with reasonable care and skill, will be fit for purpose if you told the tiler what you needed, and will be completed within a reasonable time.
In plain terms, that means a tiler should:
- use proper trade skill and care - follow applicable standards and manufacturer instructions - deliver what was agreed in the quote or contract - finish the job within the timeframe agreed, or within a reasonable period if no date was set
If work is faulty, the CGA may give you rights even if the tiler’s own warranty has expired or is narrower than the law allows.
What “reasonable care and skill” means for tiling
A tiler should be expected to:
- assess whether the substrate is suitable before tiling - recommend or use the right waterproofing system in wet areas - ensure falls to waste are adequate where required - allow for movement joints where appropriate - use the right adhesives and grouts for the tile type and location - protect completed areas from damage during the job
If the work falls short of a reasonable standard, you may be entitled to have it fixed, a price reduction, or in serious cases to cancel the service and seek compensation.
Where the CGA, warranty and guarantee overlap
The difference between these protections can be confusing, so here is a simple comparison.
| Protection | Who provides it | What it covers | Why it matters | |---|---|---|---| | Workmanship guarantee | The tiler or their company | Defects in labour for an agreed period | Gives you a clear repair promise in writing | | Product warranty | Manufacturer or supplier | Faults in the product itself | Helpful if a tile, membrane or adhesive is defective | | Consumer Guarantees Act | Law | Services must be done with reasonable care and skill, fit for purpose, and within a reasonable time | Your legal back-up if work is poor or the guarantee is limited |
If a tiler says, “It’s only covered for six months”, that does not necessarily end the matter. The CGA can still apply depending on the facts.
What recourse you have if tiling work is faulty
If you spot a problem, act quickly and keep things documented. Early evidence makes a big difference.
Step 1: Photograph and record the problem
Take clear photos and video of:
- cracked or lifting tiles - failed grout or sealant - water ingress or damp patches - uneven surfaces or poor alignment - any visible damage after rectification attempts
Note when the issue appeared, what was happening at the time, and whether there was any water leak, impact or other event that may have contributed.
Step 2: Notify the tiler in writing
Email is best because it creates a record. Be specific:
- describe the defect - attach photos - ask for an inspection date - refer to the workmanship guarantee and/or CGA - request a written response within a reasonable timeframe
Keep your tone firm but factual. Most genuine tradespeople would rather fix a problem than face a formal dispute.
Step 3: Give the tiler a chance to remedy it
Under the CGA, the business usually has an opportunity to remedy a failure where the problem is not major. If the issue is serious — for example, a leaking shower because the waterproofing has failed — the law may treat it differently. Still, it is sensible to give the tiler a chance to assess and respond unless there is urgent safety or water-damage risk.
Step 4: Get an independent opinion if needed
If the tiler disputes the fault, consider getting:
- a second tiler’s written opinion - a waterproofing specialist’s report - a builder or bathroom renovator’s assessment
For disputes involving leaks or significant defects, an expert report can help establish whether the issue is workmanship, product failure or another cause.
Step 5: Use dispute resolution if the matter is not resolved
If the tiler will not cooperate, your options may include:
- making a formal complaint through the company - using the Disputes Tribunal for lower-value claims - seeking legal advice for larger or more complex matters - contacting your local Citizens Advice Bureau or Community Law Centre for guidance
The right pathway depends on the amount at stake and how technical the problem is. Keep copies of all quotes, invoices, texts, emails and photos.
Licensing, consent and who is responsible for what
Tiling itself is generally not a licensed trade in the way electrical work is, but tiling jobs often interact with other regulated work. A good tiler should know where their scope ends and when another licensed or consented trade is needed.
Be aware of the following NZ rules:
- **Electrical work** must be carried out by, or under the supervision of, appropriately registered and licensed electrical workers, depending on the job. - **Plumbing, gasfitting and drainlaying** are regulated under the PGDB regime and must be done by appropriately authorised people. - **Building work** may require a building consent from the local council, especially for alterations affecting waterproofing, structural elements, or some bathroom renovations.
For example, a full shower renovation may involve a builder, plumber and tiler. If a leak occurs because the plumbing or waterproofing detail was handled by someone else, responsibility may be shared or contested. That is why clear scopes and written contracts matter.
What to look for in a good tiler’s quote or contract
The best protection starts before the tiles go on. Ask for multiple written quotes and compare them carefully. A quote should ideally include:
- labour and materials separated where possible - the tile type, size and pattern - substrate preparation and levelling allowances - waterproofing details for wet areas - who supplies the tiles and whether spares are included - expected start and finish dates - payment schedule, deposit amount and final payment terms - workmanship guarantee details - exclusions and assumptions
Be cautious if a quote is very cheap but vague. In tiling, a low quote can sometimes mean corners will be cut on preparation, waterproofing or setting-out time. That can cost far more later.
Red flags that should make you pause
Watch out for a tiler who:
- refuses to provide anything in writing - will not name the products they plan to use - gives no guarantee or says “anything that goes wrong is your problem” - dismisses waterproofing or movement joints as unnecessary - asks for a very large cash deposit before ordering materials - is unwilling to show recent work or references - pressures you to skip consent or other trades where needed
A professional tiler should be happy to explain how their warranty works and what is excluded. Clarity at the start is much cheaper than a dispute later.
Bottom line for homeowners
When hiring a tiler in New Zealand, the safest approach is to treat guarantees as one part of a bigger protection package. Look for a tiler who gives a written workmanship guarantee, uses reputable products with clear manufacturer warranties, and understands their obligations under the Consumer Guarantees Act.
Just as importantly, protect yourself with a detailed written quote, proper scope, and evidence of credentials. If the work turns out to be faulty, act quickly, document everything and raise the issue in writing. The more clearly the job was defined at the start, the easier it is to sort out any problems later.