Return Policy

Last revised and updated on 15 October 2020

Floorworld Pty Ltd and its related entities (collectively referred to as “Floorworld”, “we”, “us” or “our”) hope that you are completely satisfied with your recent purchase from Floorworld.  If you experience any problems or concerns, please refer to the Terms and Conditions of Trade which are available from the store where you purchased your flooring or on the back of your invoice.

Capitalised terms used in this Returns Policy have the same meaning as capitalised terms in the Terms and Conditions of Trade, unless otherwise specified.  

As set out in our Terms and Conditions of Trade, Floorworld’s goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:
(a) to cancel your service contract with us; and
(b) to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time.  If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

Except as otherwise provided in the Terms and Conditions of Trade or this Returns Policy, Floorworld may, but will not be required to, accept a return of any Product and please note that Floorworld does not provide refunds or compensation:
(a) for any damage to a Product which is caused by you (i.e. damage that is not due to a defect in the Product);
(b) where you have simply changed your mind about the Product;
(c) where you have made an error in your own selection of the Product;
(d) where you have found the same or similar products elsewhere for a lower price or on different terms (e.g. a longer warranty).

We recommend you carefully follow the cleaning and general care guidelines provided by Floorworld when you purchased the relevant Product.  If you have stained or damaged the Product you should contact the Floorworld store from which you purchased the Product, directly for advice.

How to arrange for a return or repair
If you wish to return or require a repair of any Floorworld Product, you must contact or attend the Floorworld store from which you purchased the relevant Product, and a Floorworld staff member will assist you with any return or repair request.  In order to process this request please provide your invoice for the relevant Product to the store of purchase with a written description of the defect in or damage to the Product (with photos, if possible).

The store will then respond, but please note it may require access to the premises in which the relevant Product is installed to inspect the alleged defect or damage before taking further action.  Processing of any claim in respect of any such defect or damage can only occur once appropriate access to and inspection of the relevant Product has been provided.

If the store agrees to the return or repair of a Product, the store may:
• arrange for on-site repair at the premises in which the relevant Product is installed;
• arrange for the Product to be sent off-site for repair; or
• provide you with a replacement or refund in accordance with the Terms and Conditions of Trade.

To the maximum extent permitted by law, any costs or expenses associated with returning or repairing the relevant Product, or in processing a refund or exchange in respect of that Product will be borne by You and will be payable on demand by Floorworld.

Queries about this Returns Policy
If you have any questions about this Returns Policy, please contact us by any one of the following means:

Email: info@floorworld.com.au
Telephone:  (03) 9761 5235
Post: P.O. Box 396, Kilsyth, Victoria 3137

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