Legal
Refund Policy
We stand behind the quality of our products and workmanship. Please read our refund policy carefully before placing an order.
This Refund Policy applies to all products and services supplied by Exquisite Flooring Perth. By engaging our services or purchasing products, you agree to the terms outlined below. Nothing in this policy limits your rights under the Australian Consumer Law.
Faulty or defective products
If a product is found to be faulty or defective, you are entitled to a full refund, replacement, or repair at no cost to you, in accordance with your rights under the Australian Consumer Law. To initiate a claim, please contact us as soon as the fault is identified. We may request photographic evidence and, where necessary, arrange an inspection prior to processing the refund or replacement.
Change of mind & colour selection
We understand that selecting flooring can be a difficult decision; however, we are unable to offer free returns for change-of-mind purchases or where a product has been ordered in a specific colour or style that the client later wishes to change. In these circumstances, a restocking and handling fee of up to 25% of the product value may apply, in addition to any applicable shipping or freight costs. The exact fee will depend on the supplier's returns policy and the condition of the goods at the time of return.
Conditions for return
To be eligible for a return under the change-of-mind policy, products must be unused, in their original unopened packaging, and in a resaleable condition. Products that have been opened, cut, installed, or damaged will not be accepted for return. Returns must be requested within 14 days of delivery or collection.
Shipping & freight costs
Where a return is approved, the cost of return shipping or freight is the responsibility of the customer unless the return is the result of a faulty or incorrectly supplied product. Shipping costs are non-refundable in all change-of-mind scenarios.
Products already installed
Once a product has been installed, it cannot be returned or refunded on the basis of change of mind or colour preference. If you have concerns about a product prior to installation commencing, please raise them immediately. Refer to our Terms & Conditions for further information regarding mid-job product changes.
How to request a refund
To request a refund or return, please contact us by phone or email with your invoice number, a description of the issue, and supporting photographs where applicable. We will assess your request and respond within 2 business days. Approved refunds will be processed within 5–10 business days to your original payment method.
Your rights under the Australian Consumer Law are not excluded, restricted, or modified by this policy. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.
If you have any questions about our Refund Policy, please contact us before placing your order so we can address your concerns.
0402 669 028