Refund & Returns Policy
Applicable to Online Store and In-Store Purchases at Imperial Flooring Australia®
1. Returns
Our standard returns period is 30 days from the original purchase date.
To be considered for a return, products must meet all of the following conditions:
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Remain unused.
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Be in the same condition as when supplied.
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Be returned in their original packaging.
Returns requested outside the 30-day period will not ordinarily be accepted, subject to any rights or remedies available under the Australian Consumer Law.
2. Sale & Clearance Items
Refunds are not offered for sale or clearance products purchased at a reduced price, except where a remedy is required under the Australian Consumer Law.
Products purchased at their regular price may be considered for a refund in accordance with this policy and applicable consumer rights.
3. Exchanges
Product replacements are generally considered where an item is found to be damaged or defective.
To request an exchange for the same product:
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Email info@imperialflooringaustralia.com.au to advise us of the issue.
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Return the product to the following address once return arrangements have been confirmed:
Imperial Flooring Australia®
1 Kennedy Ave, Yallah NSW 2530 (Wollongong)
All exchanges and replacements are subject to inspection and the applicable consumer guarantees.
4. Transaction Fees
Payment processing fees charged by third-party payment providers, including PayPal, Afterpay, Square, Apple Pay and Google Pay, are generally non-refundable where permitted by law.
Where a refund or reimbursement of these fees is required under the Australian Consumer Law, the applicable legal requirements will apply.
5. Refund Process
Once a returned product has been received and inspected, we will advise you by email whether your refund request has been approved or declined.
Where a refund is approved, payment will generally be returned to the original payment method within a few business days, subject to processing times.
Customers are responsible for return freight costs for eligible change-of-mind returns, where applicable. These costs are non-refundable unless reimbursement is required by law.
Where a product is confirmed to be faulty, defective or otherwise subject to a remedy under the Australian Consumer Law, return freight and associated obligations will be handled in accordance with the applicable legal requirements.
6. Refund Eligibility & Surplus Material
Full refunds: Refunds may be available for products found to be faulty or defective, depending on the nature of the issue and the remedy required under the Australian Consumer Law.
Restocking fee: A restocking fee of 15% may apply to eligible non-faulty returns where permitted by law. No restocking fee applies to faulty-product or warranty returns.
All refund requests are assessed against this policy, the condition of the returned goods and any applicable statutory consumer rights.
Imperial Flooring Australia® does not offer change-of-mind returns or refunds and does not accept unused, unopened or surplus material & flooring that is no longer required.
This includes material that has been over-ordered, purchased in excess of requirements, left over after a project, or made unnecessary by changed project requirements, product, colour or design selections, a decision not to proceed, or any other reason.
Customers must carefully confirm the product, colour, finish, quantity, size, installation system and specifications before ordering. We strongly recommend obtaining physical samples and, where appropriate, confirming quantities with the installer.
Because flooring/material may be allocated, ordered, imported or manufactured specifically for a customer, purchases are final and cannot be returned simply because the material is no longer required. This applies whether products are unopened, unused, in their original packaging or otherwise resalable.
Nothing in this policy excludes, restricts or modifies rights or remedies available under the Australian Consumer Law.
7. How to Make a Refund Claim
To submit a refund or product claim, please follow these steps:
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Contact our team on 1300 676 176.
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Email info@imperialflooringaustralia.com.au with details of your request.
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Include your invoice number and relevant supporting information.
Where appropriate, please provide photographs and a description of the issue to assist with our assessment.
All claims will be reviewed in accordance with this policy, our company policies and the Australian Consumer Law.
8. Installation & Liability
Imperial Flooring Australia® Pty Ltd is not responsible for faulty or unsatisfactory workmanship performed by independent third-party installers or by the purchaser.
Where a flooring product has been installed by a third party or the purchaser, any workmanship concerns should be directed to the party responsible for the installation. This does not exclude any liability that may otherwise apply under the Australian Consumer Law.
Refunds are not ordinarily provided for:
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Purchases made where the customer has simply changed their mind.
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Additional flooring purchased that is no longer required after the project is completed.
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Pre-fabricated stair nosings once manufactured, subject to applicable statutory rights.
Customers should carefully check their product selection, measurements and quantities before ordering.
9. Engineered Timber Flooring Variations & Flooring Sample Ordering
Engineered timber flooring incorporates natural timber characteristics. Individual boards may differ in colour, texture, grain, knots, mineral streaks and other naturally occurring features.
These variations contribute to the individual appearance of natural timber and do not necessarily indicate a manufacturing defect.
Product photographs, videos and digital images are provided as a visual guide only. Actual flooring may appear different depending on lighting, display settings, timber characteristics and production batches.
To help ensure your selection is suitable for your project, we strongly recommend ordering physical samples or viewing the flooring in our showroom before committing to a full order. Alternatively, purchasing one pack can help you assess the product's appearance and quality in person.
If you have any questions regarding product suitability, colour selection or flooring specifications, please contact our team before placing your order.
For additional information, please refer to our Terms & Conditions.
Imperial Flooring Australia® Pty Ltd
Phone: 1300 676 176
Email: info@imperialflooringaustralia.com.au
Showroom, Warehouse & Head Office: 1 Kennedy Ave, Yallah NSW 2530 (Wollongong)