Returns & Guarantee

The best return policy is the one you never need — which is why we send free samples first. Judge the colour and feel underfoot in your own light before a single box ships.

Damaged or incorrect goods

Check every carton as it arrives, and don't install anything that looks wrong — installing flooring is treated as accepting its condition. If your order arrives damaged, defective or isn't what you ordered:

• Note visible damage with the delivery driver before signing
• Take clear photos of the packaging and the product
• Contact us within 48 hours of delivery with your order number and photos

Once confirmed, we'll arrange a replacement, repair or refund under Australian Consumer Law — and we'll move quickly, because we know you've got a job waiting.

Changed your mind?

We don't offer change-of-mind refunds once an order is processed — flooring is cut, batched and freighted to order. We may accept returns of unopened boxes at our discretion: request it within 14 days of delivery, boxes unopened in original packaging, return freight at your cost, and a restocking fee of up to 20% may apply.

The better play is to get the quantity right the first time. Every product page has a box calculator with a 5% cutting allowance built in — or send us your room measurements and we'll check your numbers before you order. That's what having installers on the other end of the store is for.

Special orders

Products ordered in specifically for you — custom colours, discontinued lines, special-order stock — can't be returned or refunded except where Australian Consumer Law requires.

Your rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they fail to be of acceptable quality. Nothing in this policy limits those rights.

Full details in our refund policy. To start a return or report a problem: hello@floors2you.com.au or 0497 600 165.