Refund & Returns Policy

Products may be eligible for return under the following conditions:

• Unused and unopened products – Flooring materials must be in their original, unopened packaging
• Within 14 days of delivery – Returns must be requested within 14 days of receiving your order
• Proof of purchase required – Original invoice or receipt must be provided
• No visible damage – Products must not show signs of damage, installation attempts, or exposure to elements

The following items cannot be returned or exchanged:

• Custom-ordered flooring (special colours, finishes, or dimensions)
• Cut-to-size materials or off-cuts
• Installed flooring products
• Adhesives, underlay, and accessories once opened
• Clearance or sale items (unless defective)
• Products with visible wear, damage, or modification
• Products purchased more than 14 days ago

If you receive a product that is defective or damaged during shipping, we will gladly arrange a replacement or full refund at no additional cost to you.

Reporting Defects or Damage

1. Report within 48 hours – Damage or defects must be reported within 48 hours of delivery
2. Provide photographic evidence – Clear photos of the damage and packaging are required
3. Do not install – Do not proceed with installation of damaged or defective materials
4. Retain all packaging – Keep original packaging until the claim is resolved

Our team will assess the claim and arrange for replacement or refund within 5 business days of receiving the required documentation.

Once your return is approved, refunds will be processed as follows:

Note: Original shipping costs are non-refundable unless the return is due to our error (wrong item shipped or defective product).

A restocking fee may apply to certain returns to cover handling and inspection costs:

• Standard returns – 15% restocking fee on unopened products
• Large orders (50+ sqm) – 20% restocking fee may apply
• No fee – When return is due to our error or product defect

The restocking fee will be deducted from your refund amount. We will confirm any applicable fees before processing your return.

For approved returns, the following shipping arrangements apply:

• Customer-initiated returns – Shipping costs are the responsibility of the customer
• Defective/wrong items – We will arrange and pay for return shipping
• Large items – We can arrange freight collection at discounted rates

We offer exchanges for products of equal or greater value, subject to the following conditions:

• Original product must meet return eligibility requirements
• Exchange request must be made within 14 days of delivery
• Price difference (if exchanging for higher-value product) must be paid
• Exchanges are subject to stock availability

To request an exchange, contact our team with your original order number and the product you wish to exchange for.

Refunds for installation services are handled separately from product returns:

• Before installation begins – Full refund of installation deposit, less 10% administration fee
• After materials ordered – No refund on installation if materials have been ordered/cut
• During installation – Refunds calculated on unfinished portion only
• Post-installation issues – Covered under our 2 years workmanship warranty

For any concerns about installation quality, please contact us within 7 days of completion for assessment and resolution.

This policy operates alongside, and does not limit, your rights under the Australian Consumer Law. Under Australian Consumer Law, you are entitled to:

• A refund, repair, or replacement for products with a major fault
• Compensation for damages caused by a product that doesn't meet consumer guarantees
• A remedy if services are not delivered with due care and skill

For more information about your consumer rights, visit the Australian Competition & Consumer Commission (ACCC) website.

To start a return, follow these steps:

1. Contact our team – Email [email protected] or call (03) 9961 4792 with your order number
2. Describe the reason – Provide details about why you wish to return the product
3. Receive approval – Our team will assess eligibility and provide return instructions
4. Ship the product – Pack securely in original packaging and ship to our warehouse
5. Receive refund – Once inspected, your refund will be processed within the stated timeframe