At Flooring House, we want you to shop with confidence. If you are not completely satisfied with your purchase, our Return & Refund Policy makes it simple to exchange or return items.
1. Returns
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You may return eligible items within 14 days of receiving your order.
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Items must be in their original condition, unused, and in their original packaging.
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To initiate a return, please contact us at [Your Business Email] with your order number and reason for return.
2. Non-Returnable Items
For hygiene and quality reasons, we cannot accept returns for:
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Rugs that have been used, soiled, or damaged after delivery.
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Clearance or sale items (unless defective).
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Custom-made or special-order products.
3. Refunds
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Once we receive and inspect your returned item, we will notify you of the status.
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Approved refunds will be processed within 7–10 business days to your original payment method.
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Shipping costs are non-refundable unless the return is due to a defect or error on our part.
4. Exchanges
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If you wish to exchange an item (for a different size, colour, or design), please contact us.
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Exchanges are subject to product availability.
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Additional shipping charges may apply.
5. Damaged or Defective Items
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If your order arrives damaged or defective, please notify us within 48 hours of delivery with photos of the item and packaging.
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We will arrange a replacement or issue a full refund, including shipping costs.
6. Return Shipping
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Customers are responsible for return shipping costs unless the product is defective or incorrect.
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We recommend using a tracked shipping service as we cannot guarantee receipt of returned items.
7. Contact Us
If you have any questions about returns or refunds, please reach out:
Flooring House
Shop 6/55–61 York Road, Jamisontown NSW 2750
Email: penrith@flooringhouse.au
Phone: 02 8201 3837
Note: This policy is designed to comply with the Australian Consumer Law (ACL), which guarantees your rights for refunds, repairs, or replacements if a product is faulty, not as described, or doesn’t do what it’s supposed to.
