We want you to love your floor. If something is not right, here is how returns work with us. Nothing in this policy limits your rights under the Australian Consumer Law.
Faulty or incorrect goods
If a product is faulty, does not match its description, or we delivered the wrong item, we will make it right at no cost to you with a repair, replacement or refund as the Australian Consumer Law provides. Please stop installation as soon as a fault is noticed; flooring that is installed after an obvious fault was visible may not be accepted as a warranty claim by the manufacturer. Contact us on 8272 6888 and we will sort it out.
Change of mind
We understand plans change. We accept change of mind returns within 7 days of purchase where the goods are unopened full packs or unopened rolls, in original packaging and resaleable condition, with proof of purchase. Change of mind returns incur a restocking fee of 25% of the sale value, plus the cost of freight back to the manufacturer. Any refund also excludes the original delivery costs, and return transport is the customer's responsibility.
We cannot accept change of mind returns on:
- Opened packs, part packs, or cut, trimmed and installed product
- Custom made products such as blinds, shutters and made to measure items
- Special order and indent stock brought in specifically for your job
- Clearance and end of line items
Colour variation
Natural and batch colour variation within a product's published range is a feature of flooring, not a fault, and is not grounds for a return. Screen images are indicative only, so please confirm colours with a physical sample or a showroom visit before ordering.
How to make a return
- Call us on 8272 6888 or use the contact page with your order details.
- We confirm whether the return qualifies and arrange the details with you.
- Once goods are received and checked, refunds are processed to your original payment method, normally within 5 business days.
