Store Policy
Delivery, Returns and Exchanges
Delivery
Flooring Deliveries
Please note that before an order is complete we may have to contact you to confirm delivery fee’s for your order. There may be additional delivery charges applicable to your order but we will contact you to confirm these prior to the order being complete.
Delivery Time
Deliveries are made on your requested day approximately between the hours of 8 am to 7 pm. Unfortunately, requests for an E.T.A (Estimated Time of Delivery) are at the courier’s discretion. Where possible we will advise you at the time of the order of approximate delivery lead-times, exceptions may apply.
Delivery Transport
All delivery services could be made on a lorry or a van so it is assumed that the delivery address will be accessible. If there is likely to be a problem please inform us at the time of order to discuss alternative delivery options. Please advise if there are any parking restrictions.
Unable To Deliver
If your order arrives as arranged but we’re unable to deliver because there’s nobody home, there’s inadequate help available, the goods are refused, or the order is cancelled whilst in transit (goods are in transit 48hrs before the chosen delivery date) you will be liable for any additional costs incurred for the goods being returned. The return delivery charge for failed deliveries is an $85.00 minimum.
Please ensure you inform the courier of any known restrictions that may prevent delivery – e.g. un-adopted roads, rural location, low bridges or width restrictions. The seller will not be held responsible for any delays caused by known restrictions.
Damaged Goods
It is important to check the packaging for any visual damage to the goods and sign for your order on arrival. If you are unfortunate enough to receive damaged goods or there are missing items, please make sure it is noted on the courier’s paperwork. We also require you contact us directly as soon as possible to make sure we are aware of the problem.
We cannot be responsible for any consequential losses, therefore we advise against booking installers until goods have been received and checked.
Delivery Arrival
Standard delivery is made to the kerbside due to insurance guidelines so please arrange for adequate help to carry goods into your property.
The delivery process ends once your goods have been signed for. Therefore we recommend you make provisions to receive the products as they will need to be moved to a safe location and if you have any problems please feel free to contact our team.
Standard delivery is made to the kerbside due to insurance guidelines so please arrange for adequate help to carry goods into your property. Please note that for standard deliveries, drivers are unable to dispose of packaging materials, including pallets. These are to be disposed of by the customer in an appropriate way.
Returns and Exchanges
How to arrange for a refund or exchange
Any return or repair request must be made to the Flooring2You store where you purchased your goods. Please provide the store of purchase with your invoice or receipt and a detailed description of the defect (with pictures if possible). Please note that the store may need access to your premises in order to inspect the alleged defect or failure before taking further action. Access to the purchased product and inspection of it are necessary for processing of the claim.
In some cases, the store may arrange for on-site repair, while in others, the goods may be sent to an off-site repair facility, or the store may provide you with a replacement or refund as they deem appropriate.
Customer is responsible for any costs related to the return of goods for exchange or refund.
20-40% re-stocking fee applies depending on brand plus any transport costs.
It is important to note that refunds will not be provided in cases of damaged goods, simple changes of mind, errors in selection, or finding the same or similar goods elsewhere at a lower price or with different terms (such as a longer warranty).