Refund and Returns Policy

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

• You may return eligible items within 14 days of receiving your order.
• Items must be in their original condition, unused, and in their original packaging.
• 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:

• Rugs that have been used, soiled, or damaged after delivery.
• Clearance or sale items (unless defective).
• Custom-made or special-order products.

3. Refunds

• Once we receive and inspect your returned item, we will notify you of the status.
• Approved refunds will be processed within 7–10 business days to your original payment method.
• Shipping costs are non-refundable unless the return is due to a defect or error on our part.

4. Exchanges

• If you wish to exchange an item (for a different size, colour, or design), please contact us.
• Exchanges are subject to product availability.
• Additional shipping charges may apply.

5. Damaged or Defective Items

• If your order arrives damaged or defective, please notify us within 48 hours of delivery with photos of the item and packaging.
• We will arrange a replacement or issue a full refund, including shipping costs.

6. Return Shipping

• Customers are responsible for return shipping costs unless the product is defective or incorrect.
• 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.