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 14-day window applies to change-of-mind returns only. It does not affect your rights for faulty, unsafe or misdescribed goods under the Australian Consumer Law, which continue to apply.

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 as soon as possible – Please report damage or defects as soon as you can, ideally within 48 hours of delivery. This time frame helps us investigate quickly, but it does not limit your rights for faulty goods under the Australian Consumer Law, or for defects that appear later.
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).

For a change-of-mind return we may charge a restocking fee to cover our reasonable, actually-incurred handling and inspection costs:

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

Any restocking fee reflects our reasonable actual costs — it is not a penalty and will not exceed those costs. We will confirm any applicable fee with you before processing your return, and deduct it from your refund.

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.

For supply-and-installation work, the full contract price is paid before installation starts (a booking deposit to secure the job, with the balance cleared before the installation date — see our Terms & Conditions of Trade). If you cancel, refunds work as follows:

• Before we commit materials or work – we refund what you have paid, less our reasonable costs actually incurred (for example a supplier charge or a completed measure).
• After materials are ordered or cut – you pay our reasonable, properly incurred loss for those committed materials and any work done, and we refund the balance. Custom-cut or special-order materials may not be recoverable.
• During installation – you pay for the work reasonably completed, and we refund the balance for the unfinished portion.
• Post-installation issues – covered by our 2 Years workmanship warranty and your rights under the Australian Consumer Law.

Any cancellation charge reflects our reasonable actual loss — it is not a penalty. Paying before installation does not remove your right to a refund, repair, replacement or compensation if goods or services fail a consumer guarantee. For any concern about installation quality, please contact us promptly (telling us within 7 days helps us investigate quickly, but does not limit your Australian Consumer Law or warranty rights).

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 0450 350 098 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