Before You Buy: Key Information
Here are some quick answers to common questions to help you plan your project with confidence. If you need more detail, our team is always happy to help.
How long is my quote valid?
Quotes are valid for 30 days, unless stated otherwise.
Does a quote reserve stock?
No - stock availability can change.
Your order is confirmed once payment is received and stock is allocated.
Can I cancel or change my order?
- Stocked items can usually be changed or cancelled before dispatch (fees may apply).
- Indent, Clearance and As-Is items can’t be changed or cancelled once purchased.
Can I return my items?
Stocked items may be returned within 30 days if unused and in original packaging.
Please Note:
- - Returns must be full boxes only
- - Minimum return quantities apply (5m² or 3 boxes)
- - A 20% restocking fee applies to approved returns
- - Clearance, Indent and Special‑Order items are final sale
- - Refunds are processed to the original payment method
What should I know about store collection?
- - Please ensure your vehicle is suitable for the size and weight of your order
- - Orders should be collected within 7 days (unless arranged otherwise)
- - Loading assistance is limited and weight restrictions apply
How does delivery work?
- - Deliveries are forklift off‑load only (no hand unloading)
- - Delivery fees apply per pallet
- - Delivery must occur within 30 days, unless arranged otherwise
- - Delivery is considered complete once goods are delivered to your nominated address or collected
What if my order arrives damaged or incomplete?
Please report any damage or shortages within 7 business days and keep all packaging so we can assist you quickly.
What should I check before installation?
Before installing, check:
- - Product type
- - Quantity
- - Batch and shade
Once installation has started, we can’t accept responsibility for issues not reported beforehand.
Are there any additional fees?
Additional charges may apply in some situations, including delivery, redelivery, waiting time, handling, or payment surcharges. We’ll always aim to make these clear upfront.
Do you offer installation and warranties?
Installation is available for timber, laminate, vinyl and hybrid flooring. We don’t offer installation for tiles or stone. Product warranties apply where indicated. Clearance and As-Is items are not covered.
What if I find a cheaper price elsewhere?
Our Price Beat Guarantee may apply to comparable products and installation quotes. Conditions apply.
What are my rights under Australian Consumer Law?
All customers are protected by Australian Consumer Law, including rights to repair, replacement or refund for major faults.
