- Under certain conditions, refunds are available for unopened items valid up to 14 days after the date of purchase. Returned goods must be complete, unused, and in “as new" condition.
- Return product purchase to our warehouse located at 18 Freight Drive, Somerton VIC 3062
- Admin & restocking fees 30% will be applied to all timber flooring items.
- Admin & restocking fees 50% will be applied to all accessories.
- No return of hardwood timber flooring.
- No return of specially ordered timber flooring.
- No return of internationally sold items.
- We undertake to comply with the terms of our refund policy in relation to the refund of replacement products to our consumers.
- No returns/refunds on products sold as ‘Clearance’, products with a ‘Sale’ price or products sold as ‘discontinued’
- No returns/refunds on products that are considered ‘Special Order’ or that are not stocked in at Victorian Designer Floors warehouse.
- When returning or cancelling your order, the way you originally paid for the purchase will determine how you are refunded.
- If you paid by credit or debit card, we’ll refund the same card originally used to place and pay for the order. If you return your item directly to one of our stores, please make sure you take with you the card that you used to make the purchase.
- Refunds can take up to 14 days to process.
CHANGE OF MIND
- If your order has been dispatched or delivered, however you no longer need it, we’re happy to accept this back. Our 14 day returns guarantee means you can return your order within 14 days from the date of delivery.
- If you’d like to arrange a return, please make sure you have the following information to hand so we can deal with your query as quickly as possible:
- Your invoice number (this can be found on your order confirmation email)
- Your contact details
- PLEASE NOTE: You are responsible for returning the goods to us at your expense; original delivery cost is non-refundable.Once received, your refund will be with you within 14 days.
ORDER ARRIVING DAMAGED
- In the unlikely event your order arrives damaged, please accept the delivery and sign for the goods as damaged. At your earliest convenience, please get in touch with our team to arrange a suitable replacement or to request a refund.
- If you notice a problem after signing for delivery, then please contact us at the earliest opportunity to arrange a replacement or refund and we’ll have this arranged for you. We do advise you check your packs upon arrival to avoid unnecessary delays with your project.
- If you’d like to arrange a return, please make sure you have the following information to hand so we can deal with your query as quickly as possible:
- Your invoice number (this can be found on your order confirmation email)
- Your contact details
- Photos or videos of the damage/fault
- Please note: You’ll be required to provide evidence of the fault before your replacement or refund can be processed
- A replacement will be sent out to you at the earliest available delivery date. If you’ve requested a refund, this will be processed within 14 days.