Refund policy

Refund & Returns Policy

At Floors 2 You, we aim to provide high-quality flooring products and a smooth online purchasing experience. This policy outlines your rights and our procedures regarding returns, refunds, and exchanges.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Change of Mind

We do not offer refunds for change of mind once an order has been processed, shipped, or collected. Please ensure you have selected the correct product, quantity, and colour before placing your order.

Returns for Unopened Products

In some cases, we may accept returns of unopened boxes at our discretion. Any approved return must meet the following conditions:

• Return request must be made within 14 days of delivery
• Products must be unopened, unused, and in original packaging
• The customer is responsible for all return shipping costs
• A restocking fee of up to 20% may apply

Refunds will only be processed once the returned goods have been received and inspected.

Damaged or Incorrect Goods

Please inspect your order upon delivery. If your order arrives damaged, defective, or incorrect, contact us within 48 hours of delivery with photos of the issue so we can investigate and resolve the problem.

If the issue is confirmed, we will arrange a replacement, repair, or refund in accordance with Australian Consumer Law.

Installation Disclaimer

Flooring products should not be installed if defects or damage are visible. Installing flooring is considered acceptance of the product condition, and claims may not be accepted once installation has begun.

Delivery Costs

Shipping costs are non-refundable unless the product is deemed faulty or incorrectly supplied.

Special Order Products

Products ordered specifically for a customer, including custom colours, discontinued lines, or special-order stock, cannot be returned or refunded unless required under Australian Consumer Law.

Return Process

To request a return or report an issue, please contact our team with your order number, description of the issue, and supporting photos.