Thank you for shopping with us. Please read this policy carefully before making a purchase. By placing an order, you agree to the terms outlined below:
1. Returns and Change of Mind
We accept returns within 7 days of delivery, provided the item is unused, in its original packaging, and in the same condition that you received it.
2. Administrative Fees
All returned items are subject to a 20% administrative and restocking fee. This fee will be automatically deducted from your final refund amount.
Example: If your returned item was purchased for $100, your refund will be $80 ($100 minus the 20% admin fee).
3. Delivery and Shipping Costs
Original Delivery Fees: All original delivery, shipping, and handling fees are strictly non-refundable.
Return Shipping: You are responsible for paying your own shipping costs for returning your item. Delivery fees for returns are an extra expense borne entirely by the customer.
We highly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and we are not liable for items lost in transit.
4. Refund Process
Once your return is received and inspected, we will send you an email to notify you that we have received your item and whether your refund has been approved or rejected.
If approved, your refund (minus the 20% admin fee) will be processed, and a credit will automatically be applied to your original method of payment within 7-14 business days.
5. Damaged or Faulty Items
If you receive an item that is damaged or faulty, please contact us immediately at info@timberflooraustralia.com.au with proof of purchase and photos of the damage. Faulty items may be exempt from the 20% admin fee and return delivery costs, subject to local consumer laws.
