Please Read First

We want you to love your new floors, and we’ll always do our best to help if there’s an issue. This policy is designed to make the process clear and simple, so there are no surprises.

Our products are ordered directly from suppliers, so we generally can’t offer refunds or returns on full orders once they’ve been collected or delivered. However, we’ll happily take back unused extra boxes if they meet the conditions below.

We also follow Australian Consumer Law, which means if a product is faulty, unsafe, or doesn’t do what it’s supposed to, you have the right to a repair, replacement, or refund.

When You Can Return Items

You can return unused, extra boxes if:

  • They are unopened, in their original packaging, and in resalable condition.

  • You contact us within 7 days of receiving your order.

  • You have proof of purchase.

Example:
✅ Eligible for Return

Unopened boxes in perfect condition – original packaging intact.

❌ Not Eligible for Return

Boxes that have been opened or damaged cannot be returned.

Faulty or Damaged Goods

If you believe your product is faulty or damaged, please contact us within 48 hours of delivery with photos showing the issue.

Example:
✅ Eligible for Exchange/Refund

Boards arrived with visible damage before installation.

❌ Not Eligible

Damage caused after installation is not covered.

Other Notes

  • Change of Mind on Full Orders: We can’t refund or exchange full orders for a change of mind. In rare cases, we may approve a return, but a 30% restocking fee will apply.

  • Cancellations: Deposits become non-refundable once products have been ordered or after three (3) days of payment, whichever comes first.

  • Return Costs: Customers are responsible for return shipping costs, which are non-refundable.

Contact Us

If you have any questions about returns or refunds, please email enquiries@timberflooringclearance.com.au or call 03 8400 4532.