Refund policy

1. Introduction

At FindaFoor we supply vinyl and carpet flooring products directly to consumers across Australia. We are committed to delivering high-quality products and service. This Return & Refund Policy sets out your rights under Australian Consumer Law (ACL) and how returns, exchanges, credits, and refunds are handled.

This policy should be read in conjunction with your rights under the Competition and Consumer Act 2010 and related Regulations, which include guarantees that apply to goods supplied to consumers (the Australian Consumer Law).

2. Australian Consumer Law Rights

Under the ACL, consumers have statutory rights including guarantees that goods are:

  • of acceptable quality,
  • fit for purpose,
  • supplied with clear title and ownership,
  • free from undisclosed defects.

These statutory rights are in addition to any rights under this Return Policy. They cannot be excluded, restricted, or modified by agreement.

If a product fails to meet a consumer guarantee, you may be entitled to a repair, replacement, or refund (depending on the nature of the fault).

3. Product Representation & Display Disclaimer

Representation of Products Across Devices

We make every reasonable effort to accurately display the colour, texture, finish, and appearance of our flooring products on our website, catalogues, and marketing materials.

However, product representation may vary depending on the device used, including differences caused by:

  • Screen resolution and size
  • Display technology (LCD, OLED, mobile vs desktop)
  • Colour calibration and brightness settings
  • Operating systems and browsers

As a result, the appearance of flooring products viewed online may differ slightly from the actual product supplied.

Australian Consumer Law Considerations

Under the Australian Consumer Law, products must correspond with their description and not be misleading or deceptive.

In compliance with Australian Consumer Law:

  • Minor variations in colour, tone, grain, texture, or finish that are reasonable and inherent to flooring products (including timber, hybrid, vinyl, and laminate) do not constitute a fault.
  • Natural variation between batches, planks, or boards is a normal characteristic of many flooring products.
  • Images and samples are provided as a guide only.

This section does not limit or exclude your rights under Australian Consumer Law.

How We Manage Representation Issues

If you believe a product supplied is materially different from its description or sample beyond reasonable variation:

  1. Contact us as soon as possible with your proof of purchase.
  2. Provide photos and a description of the issue.
  3. Where necessary, we may arrange inspection of the product.

If it is determined that the product does not comply with consumer guarantees under Australian Consumer Law, we will offer an appropriate remedy, which may include repair, replacement, or refund, depending on the circumstances.

Customer Responsibility

We strongly recommend that customers:

  • Review physical samples in-store or request samples prior to purchase, where available
  • Confirm suitability, colour, and finish before installation
  • Check all products before installation, as installed flooring is deemed accepted unless the issue constitutes a major failure under Australian Consumer Law

4. Change of Mind / Store Credit

If you change your mind and wish to return flooring or accessories:

  • Returns for change of mind may be accepted at our discretion.
  • Products must be unused, in original condition, and in original packaging.
  • You must provide your proof of purchase.
  • A restocking fee may apply for change-of-mind returns.
  • Sale items or customised products (e.g., cut-to-size flooring) may not be eligible for change-of-mind returns.

Any approved change-of-mind return will generally be processed as store credit or exchange rather than a refund, unless otherwise agreed.

Change of Mind Returns – Freight Costs

Where a return is approved due to a change of mind:

  • All freight, delivery, and return transport costs are the responsibility of the customer, including:
    • Original outbound delivery costs, and
    • Any costs associated with returning the goods to us.
  • Freight charges are non-refundable for change-of-mind returns.
  • The customer is responsible for ensuring returned goods are adequately packaged and insured during transit.
  • Any damage occurring during return freight may result in the return being refused or a reduced credit applied.

This clause does not apply where a return is required due to a failure to comply with consumer guarantees under Australian Consumer Law.

Refer to the Findafloor Shipping Policy for further information regarding our shipping practices (LINK)

5. Faulty or Defective Goods

If your product is faulty, defective, not of acceptable quality, or doesn’t match its description:

  • Report the issue as soon as possible.
  • We may require inspection of the product and/or further details (including photos).
  • You’re entitled to a remedy under ACL which may include:
    • Repair (where reasonable),
    • Replacement with the same product,
    • Refund (partial or full) if a repair or replacement is not reasonable.

We will assess each case in accordance with ACL.

6. How to Make a Return Claim

To lodge a return or warranty claim:

  1. Contact us within 14 days of delivery.
  2. Email: hello@findafloor.com.au
  3. Phone: 1300 509 557
  4. Provide:
    • Proof of purchase (invoice/receipt),
    • Order number,
    • Description of the issue,
    • Photos or supporting evidence (if applicable).

We will assess your claim and advise on the next steps within 10 business days.

7. Delivery & Return Costs

  • If the return is due to a fault, defect or breach of ACL, we will cover reasonable return or collection costs.
  • If returning goods for a change of mind, you are responsible for return delivery costs unless otherwise agreed.
  • Refunds for returns will be credited via the original method of payment where possible.

8. Refund Processing Time

Once a return is accepted:

  • Refunds are generally processed within 1 business days of approval.
  • Time for funds to reach your account depends on your financial institution.

9. Warranty and Manufacturer Guarantees

Some products may come with manufacturer warranties. These warranties are separate from ACL rights and may have additional terms. Always retain your warranty documentation and proof of purchase.

10. Exceptions

The following are not generally eligible for return unless faulty under ACL:

  • Goods cut to size or customised products,
  • Goods that have been installed,
  • Products damaged after delivery through misuse, alteration, or improper storage,
  • Products returned without original packaging or in less-than-saleable condition.

11. Contact Us

FindaFloor
Address: 1/37 Owen Creek Road Forest Glen, QLD 4556
Phone: 1300 509 557
Email: hello@findafloor.com.au

You can also contact your local state or territory consumer protection agency for information about your Australian Consumer Law rights.