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Refund & Returns Policy

Effective for Online Store Purchases 

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1. Returns

  • Our returns policy lasts 30 days from the date of purchase.

  • To be eligible, items must be:

    • Unused

    • In the same condition as received

    • In the original packaging

  • Unfortunately, we cannot accept returns after 30 days.

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2. Sale & Clearance Items

  • Only regular-priced items are eligible for refunds.

  • Sale or clearance items are not refundable.

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3. Exchanges

  • We only replace items if they are defective or damaged.

  • To exchange an item for the same product:

    1. Email info@imperialflooringaustralia.com.au

    2. Send your item to:
      1 Kennedy Ave, Yallah NSW 2530 (Wollongong)

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4. Transaction Fees

  • Transaction fees charged by third parties (e.g., PayPal, Afterpay, Square, Apple Pay, Google Pay) are non-refundable.

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5. Refund Process

  • Once your return is received and inspected, we will notify you by email regarding approval or rejection.

  • If approved, your refund will be processed to the original method of payment within a few business days.

  • You are responsible for return shipping costs, which are non-refundable.

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6. Refund Eligibility & Criteria

  • Full Refunds: Only for products found to be faulty or defective.

  • Change of Mind: Refunds are not offered.

  • Restocking Fee: A 15% fee may apply for non-faulty returns. No fee applies to faulty or warranty returns.

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7. How to Make a Refund Claim

To begin a refund claim:

  1. Contact us on 1300 676 176

  2. Email info@imperialflooringaustralia.com.au

  3. Provide your invoice number for reference

All claims will be handled according to this policy, Australian Consumer Law, and our company policies.

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8. Installation & Liability

  • Imperial Flooring Australia Pty Ltd is not liable for faulty or poor workmanship where products were installed by third parties or the buyer.

  • Refunds are not offered for:

    • Change-of-mind purchases

    • Extra material purchased but not required

    • Pre-fabricated stair nosings once manufactured

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9. Engineered Timber Flooring Variations

  • Engineered timber is a natural product and may vary in:

    • Colour

    • Texture

    • Knots, mineral streaks, and other natural features

  • photographs and videos are for guidance only.

  • It’s highly recommended to order samples or view physical samples in our showroom to help with your decision-making process. Alternatively, one pack can also be a great way to finalise your choice. It ensures you have a clear idea of the quality and appearance before making a commitment. Feel free to reach out if you have any questions!

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For more information, please refer to our Terms & Conditions page.

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