Terms & Conditions
These Terms & Conditions apply to all purchases and services provided by Imperial Flooring Australia® Pty Ltd, including purchases made through our website, showroom, telephone, email, quotations and supply-and-installation services.
By placing an order or purchasing products from Imperial Flooring Australia®, you acknowledge that you have read and accepted these Terms & Conditions.
1. ABOUT IMPERIAL FLOORING AUSTRALIA®
Imperial Flooring Australia® is an Australian-owned flooring business specialising in the supply and installation of premium flooring products.
Our range includes both Imperial-branded flooring products developed by Imperial Flooring Australia® and manufactured through selected manufacturing partners, as well as products sourced from independent third-party manufacturers and brands.
Our Imperial-branded collections include:
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Imperial Engineered Timber Flooring™
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Imperial Hybrid Flooring™
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Imperial Laminate Flooring™
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Imperial Flooring Accessories™
We also supply selected flooring products, accessories and related products manufactured by other established manufacturers and suppliers.
Third-Party Products
Not all products sold by Imperial Flooring Australia® are manufactured by Imperial Flooring Australia® or form part of our Imperial-branded collections.
Third-party products remain the products of their respective manufacturers or brands and may have their own specifications, warranties, certifications, installation requirements and manufacturer's terms.
Where applicable, Imperial Flooring Australia® will assist customers with product and warranty enquiries in accordance with the relevant manufacturer's terms and the Australian Consumer Law.
Nothing on our website or within these Terms & Conditions is intended to represent that a third-party product has been manufactured or designed by Imperial Flooring Australia® unless expressly stated.
2. PRODUCT INFORMATION, SAMPLES & PHOTOGRAPHY
We make reasonable efforts to ensure that product descriptions, dimensions, specifications, photographs, colours and other information displayed on our website are accurate.
However, flooring is a physical product and its appearance may vary depending on:
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Lighting conditions
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Photography
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Screen settings
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Surrounding finishes
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Natural timber characteristics
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Manufacturing processes
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Production batches
Website photographs, renders, videos and digital images are therefore provided as a guide only and should not be considered an exact representation of the flooring supplied.
Where colour, texture or finish is important to your project, we strongly recommend obtaining a physical sample or viewing the product in our showroom before placing a substantial order.
3. MANUFACTURING & PRODUCT VARIATIONS
Imperial-branded products are developed by Imperial Flooring Australia® and manufactured through selected manufacturing partners and approved manufacturing facilities.
As with all manufactured flooring products, minor variations may occur between individual boards and production batches.
These may include variations in:
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Colour and tone
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Grain and timber character
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Knots and mineral features
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Pattern
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Surface texture
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Embossing
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Finish and sheen
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Printing
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Minor dimensions within applicable manufacturing tolerances
Such variations do not necessarily constitute a manufacturing defect. Where products are sourced from third-party manufacturers, the applicable manufacturer's specifications and tolerances will apply.
4. NATURAL TIMBER DISCLAIMER
Engineered timber flooring contains genuine natural timber and is inherently unique.
Natural characteristics may include:
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Knots
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Mineral streaks
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Sap markings
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Grain variation
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Colour variation
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Tonal variation
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Natural checking or small splits
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Other natural timber characteristics
These features are not necessarily defects and form part of the natural appearance of genuine timber flooring.
Timber may also naturally change in colour and appearance over time due to UV exposure, lighting and environmental conditions.
Samples and showroom displays are intended as a representation of the product and should not be expected to exactly match every individual board.
5. PRODUCTION BATCHES & ADDITIONAL FLOORING
Flooring is manufactured in production batches. We cannot guarantee that flooring purchased at a later date will be an exact match to flooring purchased previously.
This is particularly relevant where additional flooring is required for extensions, renovations or future repairs.
Customers should ensure that sufficient flooring is ordered for the complete project and allow for appropriate installation waste.
As a general guide:
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Plank flooring: allow at least 10% additional material
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Herringbone and Chevron: allow approximately 15–20%, depending on the project and layout
We recommend retaining spare flooring after installation for future repairs.
6. INSPECTION BEFORE INSTALLATION
All flooring must be inspected before installation.
The customer and/or installer must inspect the flooring for visible:
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Damage
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Colour or shade concerns
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Pattern or finish concerns
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Quantity discrepancies
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Incorrect products
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Manufacturing issues
Do not install flooring that appears damaged, defective, incorrect or unsuitable.
If a concern is identified, installation must stop and Imperial Flooring Australia® should be contacted before installation continues.
Installation of flooring constitutes acceptance of its visible appearance and condition, subject to any rights and remedies that cannot legally be excluded under the Australian Consumer Law.
7. INSTALLATION & INSTALLER RESPONSIBILITY
Flooring must be installed in accordance with the applicable product installation guide, manufacturer's requirements and relevant Australian standards.
Where flooring is purchased on a supply-only basis, the customer is responsible for engaging a suitably qualified and experienced flooring installer.
The installer is responsible for:
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Inspecting the product before installation
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Assessing the subfloor
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Ensuring correct preparation
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Confirming product suitability
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Following installation instructions
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Using suitable adhesives and installation materials
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Allowing appropriate expansion
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Installing the flooring correctly
Imperial Flooring Australia® is not responsible for workmanship performed by an independent installer.
Where Imperial Flooring Australia® provides the installation service, the installation is subject to the agreed scope of works contained in the quotation.
8. SUBFLOOR & SITE CONDITIONS
The subfloor must be suitable for the flooring system being installed and must be:
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Clean
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Dry
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Stable
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Structurally sound
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Sufficiently flat
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Free from contaminants
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Suitable for the selected installation method
Subfloor preparation, moisture testing, levelling, grinding, removal of existing flooring and other preparation works are the responsibility of the customer and/or installer unless expressly included in our quotation.
Unsuitable subfloors, excessive moisture, structural movement or inadequate preparation may contribute to movement, gapping, joint opening, board separation, noise, adhesive failure or other flooring issues.
9. PRODUCT-SPECIFIC INSTALLATION REQUIREMENTS
Different flooring products have different installation requirements.
Imperial Engineered Timber Flooring™
Depending on the specific product, Imperial Engineered Timber Flooring™ may be installed using an approved direct glue-down or floating floor system.
Herringbone & Chevron
Herringbone and Chevron flooring must be installed in accordance with the specific product installation instructions and approved installation method.
Imperial Hybrid Flooring™
Imperial Hybrid Flooring™ is a floating floor system with pre-attached underlay where specified.
Additional underlay must not be installed unless expressly approved.
Imperial Hybrid Flooring™ must not be mechanically fixed or glued unless specifically authorised.
Heavy fixed items such as kitchen islands, cabinetry or other permanent structures should not be installed over floating hybrid flooring unless specifically approved and installed in accordance with the applicable requirements.
Imperial Laminate Flooring™
Imperial Laminate Flooring™ is designed for floating installation in accordance with the applicable installation guide.
10. UNDERFLOOR HEATING
Where engineered timber flooring is approved for use with underfloor heating, the system must comply with the applicable product requirements.
Unless expressly approved otherwise, engineered timber flooring is suitable only for in-slab hydronic radiant heating systems.
Electric radiant heating systems must not be used unless specifically approved in writing.
The maximum permitted floor surface temperature must not exceed the temperature specified in the relevant product documentation.
11. ORDERS & PRICING
Quotations and estimates are subject to confirmation by Imperial Flooring Australia®.
An order becomes binding once the order has been accepted and any required deposit or payment has been received.
All prices are in Australian dollars and, unless otherwise stated, include GST.
Prices and promotional offers may change without notice.
We reserve the right to correct obvious pricing, product description or stock errors.
Where an obvious error affects an order that has not yet been fulfilled, we may contact the customer to confirm whether they wish to proceed at the correct price or cancel the order and receive a refund.
12. SPECIAL ORDERS & CUSTOM PRODUCTS
Special-order, custom-manufactured or project-specific products may not be eligible for cancellation once production or ordering has commenced.
This may include:
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Custom stair nosings
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Special-order colours
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Special-order products
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Products specifically ordered from a manufacturer
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Custom quantities
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Project-specific manufacturing
Customers are responsible for confirming dimensions, quantities and specifications before manufacture or ordering.
This clause does not exclude any rights available under the Australian Consumer Law.
13. RETURNS — NO CHANGE OF MIND OR SURPLUS MATERIAL RETURNS
Imperial Flooring Australia® does not offer change-of-mind returns or refunds.
We also do not accept returns of unused, unopened or surplus flooring materials that are no longer required, including where a customer has:
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Over-ordered material
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Purchased more flooring than required
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Completed a project with flooring left over
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Changed their project requirements
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Changed their product, colour or design selection after purchase
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Decided not to proceed with a project
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No longer requires the product for any other reason
Customers are responsible for carefully confirming the required:
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Product
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Colour
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Finish
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Quantity
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Size
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Installation system
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Product specification
before placing an order.
We strongly recommend obtaining physical samples and, where appropriate, confirming quantities with your installer before purchasing.
Because flooring may be allocated, ordered, imported or manufactured specifically for a customer, all purchases are considered final and cannot be returned simply because the material is no longer required.
This policy applies whether the material is unopened, unused, in original packaging or otherwise in resalable condition.
Nothing in this section excludes, restricts or modifies any rights or remedies that a consumer may have under the Australian Consumer Law.
14. DELIVERY & FREIGHT
Delivery timeframes are estimates unless a specific delivery date has been expressly agreed in writing.
Delivery may be affected by circumstances including:
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Carrier delays
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Weather
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Road conditions
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Depot delays
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Manufacturing delays
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Shipping or port delays
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Customs or import delays
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Supply-chain disruption
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Circumstances outside our reasonable control
Customers must ensure that the delivery location is accessible to the nominated freight vehicle.
Where required, the customer must provide suitable assistance for unloading.
Flooring is heavy and appropriate assistance or equipment may be required.
15. DELIVERY INSPECTION
Customers should inspect all deliveries as soon as reasonably practicable after receiving them.
Any visible freight damage, missing products or obvious discrepancy should be photographed and reported to Imperial Flooring Australia® promptly.
Customers should retain packaging and delivery documentation until the order has been fully inspected.
Nothing in this section limits any rights available under the Australian Consumer Law.
16. PRODUCT WARRANTY
Where Imperial Flooring Australia® provides a written voluntary product warranty, the warranty applies in addition to the customer's rights and remedies under the Australian Consumer Law.
Warranty periods and conditions may differ between individual products, collections and manufacturers.
Where a product is determined to have a manufacturing defect covered by the applicable voluntary warranty, the warranty remedy provided by Imperial Flooring Australia® is limited to replacement of the affected flooring product, subject to the terms of the applicable warranty and any rights that cannot legally be excluded under the Australian Consumer Law.
Warranty claims may require:
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Proof of purchase
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Product identification
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Photographs
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Installation information
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Installation date
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Batch information
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Evidence of installation method
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Evidence that applicable installation requirements were followed
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Inspection of the flooring
Imperial Flooring Australia® may require the product to be inspected before determining whether a warranty claim applies.
17. WARRANTY EXCLUSIONS
Subject to rights that cannot legally be excluded, the voluntary product warranty does not cover issues caused by:
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Incorrect installation
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Failure to follow installation instructions
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Poor subfloor preparation
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Excessive moisture
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Water damage or flooding
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Plumbing leaks
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Structural or building movement
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Unsuitable environmental conditions
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Incorrect cleaning products
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Misuse or abuse
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Excessive wear outside the intended application
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Failure to properly maintain the flooring
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Scratches, dents or impact damage
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Normal wear and tear
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Natural timber characteristics
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Unauthorised repairs or modifications
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Incorrect installation materials
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Failure to allow required expansion
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Installation over an unsuitable substrate
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Installation of flooring that was visibly defective before installation
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Failure to follow the relevant manufacturer's installation requirements
18. WARRANTY REMEDY & ASSOCIATED COSTS
Where a claim is accepted under a voluntary product warranty, Imperial Flooring Australia® will provide replacement flooring for the affected product in accordance with the applicable warranty.
The voluntary product warranty does not include or provide reimbursement for additional costs associated with the removal, replacement or reinstallation of flooring.
This includes, without limitation:
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Labour costs
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Installation costs
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Removal costs
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Disposal costs
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Subfloor preparation
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Floor levelling
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Adhesives
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Underlay
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Trims or accessories
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Furniture removal or relocation
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Transportation or handling costs
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Accommodation
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Loss of use
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Project delays
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Other associated or consequential costs
Imperial Flooring Australia® does not pay, reimburse or contribute towards labour or installation costs associated with a voluntary product warranty claim.
Nothing in this section excludes, restricts or modifies any remedy or compensation that cannot legally be excluded under the Australian Consumer Law.
19. AUSTRALIAN CONSUMER LAW
Imperial Flooring Australia® recognises and complies with the Australian Consumer Law (ACL).
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.
Consumers may be entitled to a repair, replacement, refund or other remedy depending on the nature and circumstances of the failure.
Nothing in these Terms & Conditions is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot legally be excluded, restricted or modified.
Any voluntary warranty offered by Imperial Flooring Australia® or a manufacturer operates in addition to, and does not replace, applicable consumer guarantees.
20. PRODUCT DISCONTINUATION
Imperial Flooring Australia® may discontinue products, colours, finishes, brands or collections from time to time.
Where a product is discontinued, availability may be limited to remaining stock.
We cannot guarantee ongoing availability or an exact future replacement match.
Customers undertaking larger projects should consider purchasing sufficient material and retaining spare flooring for future repairs.
21. PAYMENT & CANCELLATION
Payment terms will be specified at the time of purchase, quotation or invoice.
Orders may require payment in full or a deposit before products are ordered, manufactured, allocated or dispatched.
Cancellation requests must be made in writing.
Cancellation may not be possible once products have been dispatched, specially ordered, manufactured or otherwise committed specifically for the customer.
Any cancellation or refund remains subject to these Terms & Conditions and the Australian Consumer Law.
22. SUPPLY & INSTALLATION SERVICES
Where Imperial Flooring Australia® provides both supply and installation, the scope of works will be as specified in the applicable quotation.
Items not specifically included in the quotation are excluded unless subsequently agreed in writing.
Additional works may include:
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Subfloor preparation
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Floor levelling
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Removal of existing flooring
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Moisture remediation
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Furniture relocation
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Additional preparation
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Stair preparation
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Additional trims
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Unexpected substrate repairs
Where additional works are identified, a variation may be required before those works proceed.
23. CUSTOMER RESPONSIBILITIES
Customers are responsible for providing accurate information regarding:
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Project dimensions
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Site conditions
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Intended use
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Subfloor type
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Existing flooring
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Access
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Delivery requirements
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Installation requirements
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Property conditions
Customers must advise Imperial Flooring Australia® of any unusual site conditions or requirements before placing an order.
24. INTELLECTUAL PROPERTY & TRADEMARKS
Imperial Flooring Australia®, Imperial Engineered Timber Flooring™, Imperial Hybrid Flooring™ and Imperial Laminate Flooring™, together with associated logos, branding, product designs, photography, written content, technical documents and marketing materials, are protected intellectual property of Imperial Flooring Australia® Pty Ltd and/or their respective owners and licensors.
Unauthorised copying, reproduction, modification, distribution or commercial use is prohibited without prior written permission.
Nothing in these Terms & Conditions grants a third party any licence or right to use our trademarks or intellectual property.
25. FORCE MAJEURE
Imperial Flooring Australia® will not be responsible for delays or failure to perform obligations caused by circumstances beyond our reasonable control.
This may include natural disasters, severe weather, fire, flooding, industrial action, transport disruption, port closures, manufacturing disruption, government action, import restrictions, shipping delays, supply-chain disruption, war, civil unrest or similar circumstances.
Where reasonably possible, we will provide customers with updated information regarding significant delays.
26. PRIVACY
Personal information collected by Imperial Flooring Australia® is handled in accordance with our Privacy Policy.
Our Privacy Policy explains how personal information may be collected, used and stored.
27. GOVERNING LAW
These Terms & Conditions are governed by the laws of New South Wales, Australia.
Any dispute will be subject to the applicable laws and jurisdiction of New South Wales, subject to any rights or jurisdiction that cannot lawfully be excluded.
IMPORTANT PRODUCT DISCLAIMER
Flooring is a manufactured product and, where applicable, contains natural timber. Minor variations in colour, tone, grain, texture, finish, pattern, dimensions and appearance may occur between individual boards, samples, showroom displays and production batches. These characteristics are not necessarily indicative of a product defect.
All flooring must be inspected before installation. Do not install flooring where a visible concern, damage, incorrect product or suspected defect has been identified.
Not all products sold by Imperial Flooring Australia® are manufactured by Imperial Flooring Australia®. Some products are sourced from independent third-party manufacturers and brands and may be subject to different specifications, warranties and installation requirements.
Imperial Flooring Australia® does not offer change-of-mind returns or accept returns of unused, unopened or surplus flooring material that is no longer required. Customers should carefully confirm product selection and quantities before ordering.
Where a voluntary product warranty applies, the warranty remedy is limited to replacement of the affected product in accordance with the applicable warranty terms. Imperial Flooring Australia® does not cover labour, removal, disposal, installation, reinstallation or other associated costs under a voluntary product warranty. This does not affect rights or remedies that cannot legally be excluded under the Australian Consumer Law.
Nothing in these Terms & Conditions excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.
CONTACT US
Imperial Flooring Australia® Pty Ltd
Showroom | Warehouse | Head Office
1 Kennedy Ave
Yallah NSW 2530
Wollongong, Australia
Phone: 1300 676 176
Email: info@imperialflooringaustralia.com.au
Website: www.imperialflooringaustralia.com.au
Distribution Centres: Wollongong | Sydney | Melbourne