Terms & Conditions
Please read these Terms and Conditions carefully before proceeding with your order. These Terms and Conditions do not intend to limit your rights and remedies at Law, including any of your Consumer Law Rights.
Last Updated: May 2026
All sales are final with no change-of-mind refunds or returns accepted for any Products, even if unopened.
By proceeding with your order, you consent to National Floors using before and after photographs of your installation for marketing and social media purposes unless you otherwise notify us.
Cancellation and rescheduling fees apply, including a $700 fee for same-day cancellations and incorrect measurements.
Full payment is due upon the arrival of an installer, regardless of any pending minor adjustments or fixes.
Timeframes provided are approximate only and we will not be liable for delays due to circumstances beyond our reasonable control.
You indemnify us in relation to reasonable costs and disbursements actually incurred as a direct result of your failure to pay us (including administration fees, legal costs, collection agency costs, and bank fees).
Interest at 10% per annum (under the Penalty Interest Rates Act 1983 (Vic)) may be charged on overdue amounts.
We may report overdue accounts to Credit Reporting Bodies.
"National Floors" or "We" means NATIONAL FLOORS DANDENONG PTY LTD; ABN: 42 661 299 878; ACN: 661 299 878.
"Customer" or "You" means the individual or entity purchasing products or services from National Floors whose name appears on this Invoice.
"Products" means flooring materials or related accessories purchased by Customer in this Invoice.
"Services" means installation and any other services (excluding Delivery) mentioned in this Invoice and provided by National Floors.
"Delivery" means the process of transporting products from National Floors to the Customer's specified location.
"Site" means National Floors website, physical stores, or any place where our products and services are offered.
By placing an order with National Floors, Customer acknowledges that Customer has read, understood, and agreed to these Terms and Conditions. Your acceptance is confirmed by either:
Making a deposit or full payment for your order; or
Providing verbal or written acknowledgement of your acceptance.
As part of our service quality control and marketing activities, National Floors' contractors will take photographs before and after installation. By accepting these Terms and Conditions, the Customer:
Consents to National Floors taking photographs of the installation site.
Grants National Floors the right to use these photographs for marketing purposes including social media, website content, and promotional materials.
Acknowledges that these photographs may show the interior or exterior of the Customer's property.
Releases National Floors from any claims arising from the use of these photographs.
If the Customer does not wish for photographs to be used for marketing purposes, the Customer must notify National Floors in writing prior to the commencement of work.
National Floors reserves the right to amend these Terms and Conditions to reflect changes in our services, market conditions, or legal obligations. National Floors will provide at least 30 days' written notice of any amendments via email and website posting.
All variations to the scope of work, Products, or Services must be agreed in writing between the Parties. National Floors will issue a Variation Invoice for any agreed variations, and full payment must be settled before work proceeds.
If additional work is needed due to plan discrepancies or unforeseen site conditions, National Floors will adjust the invoice accordingly. You will be notified before additional work proceeds.
Payment terms are structured based on the type of order. All deposits are non-refundable to the maximum amount permitted by law.
Deposit: Agreed deposit required at time of order.
Partial Payment: 90% of total balance at least 3 days before scheduled pickup.
Full Payment: Remaining balance paid in full before pickup.
Deposit: Agreed deposit required at time of order.
Partial Payment: 90% of total balance at least 7 days before scheduled delivery.
Full Payment: Remaining balance at least 3 days before the delivery date.
Deposit: Agreed deposit required at time of order.
Partial Payment: 90% of total balance at least 3 days before scheduled installation.
Full Payment: Remaining balance due upon installer's arrival at the job address.
If non-payment causes National Floors to leave and reschedule, a $700 additional fee will apply. If debt recovery is initiated, the Customer will indemnify National Floors for all reasonable costs including administration fees, legal costs, collection agency costs, and bank fees.
All timeframes provided by National Floors for delivery, pickup, or installation are approximate only. National Floors will not be liable for any costs, losses, or damages incurred as a result of delays. Customers are advised not to make arrangements that depend on exact timing.
Supplier delays in releasing products
Installer illness, accident, or emergency
Other circumstances beyond National Floors' reasonable control
If the Customer fails to make payment by the agreed due date, National Floors may initiate debt recovery procedures and the Customer agrees to indemnify National Floors for all reasonable costs incurred.
First notice issued advising of overdue amount and requesting payment.
Second notice issued no earlier than 30 days after the first, advising of intention to disclose to a Credit Reporting Body (CRB).
A minimum of 14 days after the second notice before any default listing is made.
The Customer acknowledges that the listing of default information may negatively impact their credit score. Any disclosure will be done in accordance with the Privacy Act 1988 (Cth) and the Privacy (Credit Reporting) Code 2024.
If any amount payable by the Customer under this Invoice remains unpaid after its due date, National Floors may charge interest on the overdue amount from the due date until the date the overdue amount is paid in full (both before and after any judgment).
Interest will be calculated daily, on a simple (non-compounding) basis, at the annual rate fixed from time to time under the Penalty Interest Rates Act 1983 (Vic) (being 10% per annum as at the date of this Invoice).
Interest under this clause is intended to be a reasonable pre-estimate of the cost to National Floors of being kept out of its money as a result of late payment, and not a penalty. The Customer acknowledges and agrees that this rate is reasonable in the circumstances.
National Floors may, at its discretion, waive or reduce interest otherwise payable under this clause without affecting its right to charge interest on any other overdue amount.
This clause is in addition to, and does not limit, National Floors' rights to recover costs and disbursements under the Debt Recovery & Credit Default clause, or any other right or remedy available to National Floors at law. Nothing in this clause limits or excludes any rights the Customer has under the Australian Consumer Law.
A cancellation fee of $350 will apply, covering operational costs incurred in preparing for the scheduled service.
Additional costs may apply and are assessed on a case-by-case basis depending on the specifics of the service and timing of the request.
A cancellation fee of $700 will be applied for cancellations or rescheduling on the same day as the scheduled installation.
A fee of $700 will be charged if incorrect measurements result in National Floors needing to:
Return to the warehouse to collect additional materials
Reschedule the installation due to insufficient or excess materials
Incur additional delivery or labour costs
Where the Customer fails to properly prepare the site, the Customer will be liable for all reasonable costs actually incurred by National Floors as a result of such failure.
Our work is secured by public liability insurance up to $20,000,000. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.
National Floors provides a 12-month workmanship warranty starting from the installation completion date. This covers any necessary repairs or adjustments and is in addition to your rights under Australian Consumer Law.
Customers should thoroughly inspect products upon receipt and endeavour to report any quality issues within 24 hours of collection. Warranty benefits are suspended where any outstanding amount remains unpaid at the time of the claim.
Adhere to the product care guidelines stipulated by the manufacturer.
Shield flooring from direct sunlight and excessive moisture; clean up spills immediately.
Be aware that slab heating and evaporative air conditioning can impact the flooring and may affect warranty coverage.
Ensure installation complies with the manufacturer's instructions — improper third-party installation may void the warranty.
Our natural timber products celebrate the beauty of nature — each piece has unique characteristics such as gum veins and knots. All flooring may lighten or darken as part of its natural aging process.
It is the Customer's responsibility to ensure the following before delivery. Delivery time is generally between 9:00am – 7:00pm on the scheduled date.
Ensure driveway access is available before delivery commences; otherwise supplementary fees may be incurred.
Arrange prior approval for deliveries beyond 3 metres from the delivery vehicle or upstairs, which may incur additional fees.
Ensure timely access for delivery drivers — a grace period of up to 15 minutes will be provided. Failure to grant access within this timeframe may result in additional charges.
Be responsible for any incurred parking fees.
Ensure that pets are kept away from areas where handling takes place.
It is the Customer's responsibility to ensure the following before installation. Installers will generally arrive between 7:00am – 10:00am on the scheduled date.
Ensure pets are contained away from areas accessible to installers.
Ensure all floors are properly vacuumed and cleaned prior to installation.
Ensure power and lights within the home are available for work to commence.
Ensure the installation space is clear of furniture and obstructions before the team's arrival.
Remove valuables including money and jewellery from the installation area — items left are at Customer's risk.
Minimise access to the installation area by non-flooring trades once work has commenced.
Remove existing floor coverings (if not included in Scope of Work) before the installation date.
Ensure floor levelling does not exceed 3mm to avoid additional floor preparation costs.
Note that skirting reinstallation is included, however painting and gap filler application are not within scope.
Nothing in this policy limits or excludes the rights you have under Australian Consumer Law. If any product supplied by National Floors is not of acceptable quality, does not match its description or sample, or fails to meet the purpose disclosed at the time of purchase, you are entitled to choose a refund or a replacement.
To the maximum amount permitted by law, there are no change-of-mind refunds or returns for carpet. All carpet is cut to each room's exact dimensions and cannot be repurposed for another home.
All sales are final. Batch-to-batch variations in colour, gloss and texture mean returned stock cannot be matched or resold, and manufacturers enforce strict no-return conditions once a Sales Order is raised.
A party may not commence court proceedings relating to any dispute without first complying with this clause.
A written Dispute Notice must be issued to the other party specifying the nature of the dispute.
The parties must meet within 10 Business Days of the Dispute Notice to seek resolution in good faith.
If unresolved within 20 Business Days, either party may refer the matter to mediation administered by the Australian Disputes Centre.
Nothing in this clause will operate to prevent a party from seeking urgent injunctive or equitable relief from a court of appropriate jurisdiction.
Title in the Products will remain with National Floors until all amounts due and payable are paid in full.
Collection of the Products via delivery or warehouse pickup as agreed between the parties; or
Delivery of the Products to the Site. Risk remains with National Floors where products are incorporated at the Site as part of the Services, and transfers to the Customer once the relevant Services are completed.
All content on the Site, including text, graphics, logos, and images, is the property of National Floors and is protected by law.
Subject to your Consumer Law Rights, National Floors will not be liable for any indirect, incidental, special, or consequential damages. National Floors' maximum aggregate liability is limited to the Price paid by the Customer in respect of the relevant Products and Services.
If any part of any term is found to be illegal, void or unenforceable, that part is deleted and the rest of this document remains valid. Failure to enforce rights at any time does not prevent enforcement on future occasions.
These Terms and Conditions are governed by and construed in accordance with the laws of Australia, and any disputes will be resolved in accordance with Australian law.