Refund policy
Refund Policy
Nothing in this policy limits or excludes the rights you have under Australian Consumer Law.
Last Updated: May 2026
01
Payment Methods
We accept the following payment methods:
Accepted payments
Electronic Fund Transfer — please reference your quote or invoice number in the transfer details.
Credit and debit cards — available for in-store, online, or over-the-phone transactions.
PayPal — available for online store purchases only.
Cash — for in-store purchases only.
Our store locations
148 Cheltenham Rd, Dandenong Victoria, Melbourne 3175
21 Comben Drive, Werribee, Victoria, Melbourne 3030
02
Cancellations
Before shipping
Cancellations made before shipping are eligible for a 100% refund.
After shipping / in transit
Customers who cancel their order when the goods are already in transit will be charged a 15% restocking and handling fee.
03
Refund Policy
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 you disclosed at the time of purchase, you are entitled to choose a refund or a replacement.
Carpet
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. Our suppliers therefore refuse returns of cut carpet, and we are unable to offer refunds.
Flooring
All sales are final. Even unopened cartons cannot be returned or refunded. 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.
04
Warranties
We ask our customers to check their orders upon receipt to verify that they received the correct items and quantities.
Complaint timeframe
We will only investigate complaints made within 7 days of delivery of the order.
Warranty claims
National Floors Dandenong Pty Ltd will facilitate the warranty assessment claim with the manufacturer. The customer must provide the invoice number for us to start the process.
Third-party installation
Floor installation and laying services are provided by third-party contractors who are not employees of National Floors Dandenong Pty Ltd unless otherwise stated. National Floors Dandenong Pty Ltd will not be held liable for faulty flooring installation by the buyer or service providers contracted by the buyer.