Terms & Conditions
These Terms & Conditions apply to all purchases and services provided by Imperial Flooring Australia® Pty Ltd, including orders placed online, in our showroom, by telephone, email, quotation or through our 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, subject to any rights that cannot legally be excluded under the Australian Consumer Law.
1. About Imperial Flooring Australia®
Imperial Flooring Australia® is an Australian-owned flooring business specialising in premium flooring supply and installation.
Our Imperial-branded collections include Imperial Engineered Oak™, Imperial Hybrid Flooring™, Imperial Laminate Flooring™ and Imperial Flooring Accessories™. These products are developed by Imperial Flooring Australia® and manufactured through selected manufacturing partners and approved facilities.
We also supply products and accessories from independent third-party manufacturers and brands. These products remain the property and responsibility of their respective manufacturers and may have separate specifications, certifications, warranties, installation requirements and terms.
Where applicable, we assist with product and warranty enquiries in accordance with the relevant manufacturer's terms and the Australian Consumer Law. We do not represent third-party products as being manufactured or designed by Imperial Flooring Australia® unless expressly stated.
2. Product Information, Samples & Variations
We make reasonable efforts to ensure that product descriptions, dimensions, specifications, colours, photographs and other website information are accurate. However, images, renders and videos are indicative only. Appearance may vary due to lighting, photography, screen settings, surrounding finishes, manufacturing processes and production batches.
Imperial-branded and third-party flooring products may have minor variations in colour, tone, grain, knots, mineral features, pattern, texture, embossing, printing, finish, sheen and dimensions within applicable manufacturing tolerances. Such variations do not necessarily constitute a manufacturing defect, and third-party manufacturers' specifications and tolerances apply where relevant.
Engineered timber is a natural product and may contain knots, mineral streaks, sap markings, grain and tonal variations, natural checking, small splits and other natural characteristics. Timber may also change colour over time due to UV exposure, lighting and environmental conditions. Samples and showroom displays are representative only and will not necessarily match every board.
Flooring is manufactured in production batches, and exact matches between separate purchases cannot be guaranteed, particularly for extensions, renovations and future repairs.
We strongly recommend obtaining physical samples or viewing products in our showroom before committing to a substantial order.
Customers must allow for appropriate installation waste and order sufficient material for the entire project. As a general guide, allow at least 10% additional material for plank flooring and approximately 15–20% for Herringbone and Chevron, depending on the project and layout. We recommend retaining spare flooring for future repairs.
3. Inspection Before Installation
All flooring must be inspected before installation by the customer and/or installer for visible damage, colour or shade concerns, pattern or finish issues, quantity discrepancies, incorrect products and manufacturing concerns.
Do not install flooring that appears damaged, defective, incorrect or unsuitable. If a concern is identified, stop installation and contact Imperial Flooring Australia® before proceeding.
Installation constitutes acceptance of the product's visible appearance and condition, subject to rights and remedies that cannot legally be excluded under the Australian Consumer Law.
Customers should inspect deliveries as soon as reasonably practicable. Photograph and promptly report visible freight damage, missing products or discrepancies, and retain packaging and delivery documentation until the order has been fully inspected. Nothing in these requirements limits rights available under the Australian Consumer Law.
4. Installation, Subfloors & Site Conditions
All flooring must be installed in accordance with the applicable product installation guide, manufacturer's requirements and relevant Australian standards.
For supply-only purchases, the customer is responsible for engaging a suitably qualified and experienced installer. The installer is responsible for inspecting the product, assessing and preparing the subfloor, confirming product suitability, following installation instructions, using suitable adhesives and materials, allowing appropriate expansion and correctly installing the flooring.
Imperial Flooring Australia® is not responsible for workmanship performed by independent installers. Where we provide installation, the agreed quotation determines the scope of works.
Subfloors must be clean, dry, stable, structurally sound, sufficiently flat, free from contaminants and suitable for the selected flooring system. Unless expressly included in our quotation, subfloor preparation, moisture testing, levelling, grinding, existing-flooring removal and other preparation works are the responsibility of the customer and/or installer.
Unsuitable subfloors, excessive moisture, structural movement and inadequate preparation may contribute to movement, gapping, joint opening, board separation, noise, adhesive failure and other flooring issues.
Product-specific installation requirements
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Imperial Engineered Timber Flooring™: Depending on the product, installation may be by an approved direct glue-down or floating system.
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Herringbone & Chevron: Must be installed in accordance with the specific product instructions and approved installation method.
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Imperial Hybrid Flooring™: A floating floor system with pre-attached underlay where specified. Additional underlay is not permitted unless expressly approved. The flooring must not be mechanically fixed or glued unless specifically authorised. Heavy fixed items, including kitchen islands, cabinetry and permanent structures, must not be installed over floating hybrid flooring unless specifically approved and installed in accordance with applicable requirements.
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Imperial Laminate Flooring™: Designed for floating installation in accordance with the applicable installation guide.
Underfloor heating
Where engineered timber is approved for underfloor heating, the system must meet the applicable product requirements. Unless expressly approved otherwise, only in-slab hydronic radiant heating systems are suitable. Electric radiant heating must not be used without specific written approval. Floor surface temperatures must not exceed the maximum specified in the relevant product documentation.
5. Orders, Pricing & Payment
Quotations and estimates are subject to confirmation by Imperial Flooring Australia®. An order becomes binding once accepted and any required deposit or payment has been received.
Prices are in Australian dollars and include GST unless otherwise stated. Prices and promotional offers may change without notice.
We reserve the right to correct obvious pricing, product description or stock errors. If an obvious error affects an unfulfilled order, we may contact the customer to confirm whether they wish to proceed at the correct price or cancel the order and receive a refund.
Payment terms are specified at purchase, quotation or invoice. Full payment or a deposit may be required before products are ordered, manufactured, allocated or dispatched.
Cancellation requests must be made in writing. Cancellation may not be possible after dispatch, special ordering, manufacture or other commitments made specifically for the customer. Cancellations and refunds remain subject to these Terms & Conditions and the Australian Consumer Law.
6. Special Orders, Custom Products & Discontinued Ranges
Special-order, custom-manufactured and project-specific products may not be eligible for cancellation once ordering or production has commenced. Examples include custom stair nosings, special-order colours and products, manufacturer-specific orders, custom quantities and project-specific manufacturing.
Customers must confirm dimensions, quantities and specifications before ordering or manufacture.
Imperial Flooring Australia® may discontinue products, colours, finishes, brands or collections at any time. Discontinued products may be available only while remaining stock lasts. We cannot guarantee ongoing availability or an exact replacement match. Customers undertaking larger projects should consider purchasing sufficient material and retaining spare flooring.
Nothing in this section excludes rights available under the Australian Consumer Law.
7. Returns & Surplus Flooring
Imperial Flooring Australia® does not offer change-of-mind returns or refunds and does not accept unused, unopened or surplus 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 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.
8. Delivery & Freight
Delivery timeframes are estimates unless a specific delivery date has been expressly agreed in writing.
Delays may arise from carriers, weather, road conditions, depots, manufacturing, shipping or ports, customs or imports, supply-chain disruption and other circumstances beyond our reasonable control.
Customers must ensure the delivery location is accessible to the nominated freight vehicle and provide suitable unloading assistance where required. Flooring is heavy, and appropriate assistance or equipment may be necessary.
9. Product Warranties & Exclusions
Where Imperial Flooring Australia® provides a written voluntary product warranty, it operates in addition to rights and remedies under the Australian Consumer Law. Warranty periods and conditions vary by product, collection and manufacturer.
Where a manufacturing defect is accepted under an applicable voluntary warranty, our warranty remedy is limited to replacement of the affected flooring product, subject to the applicable warranty and rights that cannot legally be excluded.
Claims may require proof of purchase, product identification, photographs, installation details and date, batch information, evidence of the installation method and compliance with installation requirements, and inspection of the flooring. Imperial Flooring Australia® may require inspection before determining a claim.
Subject to rights that cannot legally be excluded, voluntary product warranties do not cover issues caused by:
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Incorrect installation or failure to follow installation instructions.
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Poor subfloor preparation, excessive moisture, water damage, flooding or plumbing leaks.
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Structural or building movement or unsuitable environmental conditions.
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Incorrect cleaning products, misuse, abuse or failure to maintain the flooring.
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Excessive wear outside the intended application, scratches, dents, impact damage or 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, failure to allow required expansion or 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.
10. Warranty Remedies & 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 cover or reimburse costs associated with removal, replacement or reinstallation, including labour, installation, removal, disposal, subfloor preparation, floor levelling, adhesives, underlay, trims, accessories, furniture removal or relocation, transportation, handling, accommodation, loss of use, project delays or other associated or consequential costs.
Imperial Flooring Australia® does not pay, reimburse or contribute towards labour or installation costs under 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.
11. Australian Consumer Law
Imperial Flooring Australia® recognises and complies with the Australian Consumer Law. Our goods and services come with guarantees that cannot be excluded. Depending on the circumstances, consumers may be entitled to a repair, replacement, refund or other remedy.
These Terms & Conditions do not exclude, restrict or modify any consumer guarantee, right or remedy that cannot legally be excluded, restricted or modified. Voluntary warranties offered by Imperial Flooring Australia® or third-party manufacturers operate in addition to, and do not replace, applicable consumer guarantees.
12. Supply & Installation Services
Where Imperial Flooring Australia® supplies and installs flooring, the quotation defines the agreed scope of work. Items not specifically included are excluded unless subsequently agreed in writing.
Additional works may include subfloor preparation, floor levelling, existing-flooring removal, moisture remediation, furniture relocation, additional preparation, stair preparation, additional trims and unexpected substrate repairs. Where additional works are identified, a variation may be required before those works proceed.
Customers must provide accurate information regarding project dimensions, site conditions, intended use, subfloor type, existing flooring, access, delivery and installation requirements, and property conditions. Any unusual site conditions or requirements must be disclosed before ordering.
13. Intellectual Property & Trademarks
Imperial Flooring Australia®, Imperial Engineered Oak™, Imperial Hybrid Flooring™, Imperial Laminate Flooring™ and 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. These Terms & Conditions do not grant any third party a licence or right to use our trademarks or intellectual property.
14. Force Majeure
Imperial Flooring Australia® is not responsible for delays or failure to perform obligations caused by circumstances beyond our reasonable control, including 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.
15. Privacy & Governing Law
Personal information collected by Imperial Flooring Australia® is handled in accordance with our Privacy Policy, which explains how personal information may be collected, used and stored.
These Terms & Conditions are governed by the laws of New South Wales, Australia. Disputes are 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 may vary in colour, tone, grain, texture, finish, pattern, dimensions and appearance between boards, samples, showroom displays and production batches. Natural timber characteristics and manufacturing variations do not necessarily indicate a product defect.
All flooring must be inspected before installation. Do not install flooring where visible damage, a concern, an incorrect product or a suspected defect has been identified.
Not all products sold by Imperial Flooring Australia® are manufactured by our business. Third-party products may have separate specifications, warranties and installation requirements.
We do not offer change-of-mind returns or accept unused, unopened or surplus flooring that is no longer required. Customers should confirm their selections and quantities before ordering.
Under a voluntary product warranty, the remedy is limited to replacement of the affected product in accordance with the applicable warranty. Labour, removal, disposal, installation, reinstallation and associated costs are not covered under that voluntary 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
Flooring Direct from the Manufacturer.