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Delivery & Returns

Hardwood Floor Store’s reputation is based on our expertise and product knowledge. With the standard of our service at the forefront of our company, we strive at all times to ensure that this is of the very best quality. Although all products are generally in stock, demand does change from day to day. To confirm a definite delivery date please give us a call on +61 1300 684 196.

It is assumed that the delivery address will be accessible, with the delivery being made either by a lorry or a van. If there are any additional delivery problems/requirements, please call us on +61 1300 684 196 and we will endeavour to do all we can to ensure delivery goes as smoothly as possible.

Delivery costs are as below:

Standard Delivery (2-4 Working Days) *orders under $1,600 $140.00 
Standard Delivery (2-4 Working Days) *orders between $1,601–$3,200 $275.00
Standard Delivery (2-4 Working Days) *orders between $3,201–$6,600 $350.00
Standard Delivery SAMPLES (Within 4 Working Days) Free

*Delivery costs are based on the total order value

 HARDWOOD FLOOR STORE RETURN POLICY

Hardwood Floor Store Returns Policy defines the parameters surrounding customer requests for product returns and credit that may arise as a result of; product fault or defects, exchanges and change of mind, bespoke products and left over material due to overestimated product quantities ordered.

SCOPE

This policy applies to all customers of Hardwood Floor Store who purchase timber flooring products and accessories that are subsequently invoiced as a sale transaction under ABN 24 645 670 346.

PRODUCT FAULT OR DEFECT

Hardwood Floor Store guarantee the quality of its products, however in the event a product fault or defect is identified, a replacement, refund or credit is offered to our customers for a major failure under Australian consumer Law.

You are entitled to have the goods repaired or replaced if the product fails to be of acceptable quality and it does not constitute a major failure.

Please note that damage as a result of incorrect installation techniques cannot be compensated by Hardwood Floor Store. We recommend the Maintenance and Installation guides provided upon the purchase of the goods are followed.

Please contact Hardwood Floor Store Technical Services for a ‘CUSTOMER SERVICE FORM’if required. It is mandatory that the Service Form is returned for our prompt attention to the matter accompanied by photographs. In absence of the required documentation we are not able to proceed with determining appropriate action on the claim. 

CHANGE OF MIND

We want to ensure a Hardwood Floor Store flooring solution is provided to all our customers. If you change your mind Hardwood Floor Store will offer a 7 day Refund, Credit or Exchange period from initial order dispatch date. You will be required to complete the following steps for a Refund, Credit or Exchange below which are subject to the following conditions.

  • A 25% Restocking fee for return handling as per terms of trade will apply to the total value of the product being
  • Return freight and associated cost are the responsibility of the customer, our return address is: Hardwood Floor Store Distribution Centre, 89 Racecourse Road, Rutherford, NSW
  • In the event the product or packaging is Damaged, Opened or Non-Resalable, flooring packs or accessories returned will not be credited

(Change of Mind Returns are expected to arrive at Hardwood Floor Store Distribution Centre within 10 business days / (WA within 15 business days) from original dispatch date. After this period goods will be refused unload and returned to sender).

STEPS FOR RETURNS

  1. A ‘RETURN OF GOODS FORM’is required to be completed by the customer and returned to Hardwood Floor Store ATTN: Operations Manager - info@hardwoodfloorstore.com.au.
  2. For timely processing it is mandatory the form be completed accurately, accompanied by correspondence (photographs) within the 7 day period. Orders beyond this time frame will not be accepted due to unknown elements the product has been exposed to while on
  3. Your product return should be arranged to be freighted back to our distribution warehouse within 10business days (WA 15 business days) and inspected by the Hardwood Floor Store operations team. Hardwood Floor Store will issue a refund or credit note which will be applied to the replacement stock exchanged value to be dispatched. (Please note that a credit note will not be issued prior to the goods being received at our distribution warehouse.)
  4. In the event of an exchange - the balance in excess of the credit amount on the returned product will need to be paid by the 

RETURNS ON EXCESS FLOORING

Hardwood Floor Store do not accept returns on surplus carton quantities left over or remaining from the completed project. We strongly recommend the request for sales order quantities (m2) equates to the exact flooring lay area required plus an allowance for wastage [5% Plank & 10% Herringbone/Chevron].

BESPOKE & CUSTOMISED PRODUCTS

Any Bespoke (Special Orders) or customised products or accessories that have been ordered to your specifications cannot be returned for a refund or credit as these products are customised or made to order.

Hardwood Floor Store are only able to accept returns for refund or credit on customised orders which are incorrectly manufactured or defective.

GOODS DAMAGED IN TRANSIT

Hardwood Floor Store have positioned themselves as a market leader in Delivered in Full on Time (DIFOT) outcomes, exceeding industry standards. In the instance your product arrives damaged please contact our Operations Team as soon as possible in order to have the damaged product returned to our distribution warehouse and replaced.

Damaged goods must be returned in the condition received by you in original packaging with accompanying accessories and instructions.

REFUSING A DELIVERY

If you refuse your delivery after you have instructed Hardwood Floor Store to dispatch the order for any reason other than damage in transit or incorrect product supplied to site Hardwood Floor Store will refund your order value less the return freight costs plus a 25% handling and restocking fee.

CANCELLED ORDERS (Prior to Dispatch Only)

We understand that due to unforeseen events customer circumstances can change and may require order cancellation prior

to the Hardwood Floor Store product being dispatched.

  • Orders < 200m2 - Sale orders secured by the required deposit or full payment that are cancelled where Hardwood Floor Store are unable to provide an alternative flooring solution we will provide a full
  • Orders > 201m2 - Sale orders secured by the required deposit or full payment that are cancelled Hardwood Floor Store are entitled to retain the required deposit placement and refund the balance of any funds
  • Customised Product(i.e. nosing) cancellations will not be accepted once production has
  • Special Ordersare products not offered in the Hardwood Floor Store Australia Catalogue or alternatively large quantity orders placed for production with suppliers to fulfil the large Cancellations will not be accepted once production has commenced and will be dealt with accordingly.

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