Floors By You provides a clear Return and Refund Policy to ensure customers shop with confidence. We outline cancellation terms, return conditions, shipping costs, and refund timelines so you always know what to expect.
1. Order Cancellations
You may cancel your order at no cost if the supplier has not shipped it. Once the order leaves the supplier’s factory, the supplier may charge a return fee of up to 40%, depending on their policy.
2. Returns & Restocking Fees
Returns follow the supplier’s conditions and restocking fees. These vary, and we confirm the exact amount with you before processing a return. Floors By You does not add extra charges we only pass on costs from the supplier and transport company. Some products, including custom orders or certain types, may not qualify for return.
3. Shipping & Return Costs
Suppliers and transport providers set return freight charges. Customers cover return shipping unless the supplier clearly states otherwise. We always provide a freight quote before confirming the return.
4. Product Condition for Returns
You must return products in their original unopened packaging and in a resellable condition. Suppliers often reject returns if boxes are opened, damaged, or incomplete.
5. Refund Processing
Suppliers inspect returned products before approving refunds. We deduct supplier restocking fees and shipping charges from your refund. Once approved, we issue the refund through your original payment method. Refunds usually take 7–14 business days to appear.
6. Damaged or Incorrect Products
If you receive damaged or incorrect products, contact us within 48 hours. Provide photos and your order details, and we will work with the supplier to arrange a replacement or refund.
Need Help?
If you have questions about the Return & Refund policy, contact us at returns@floorsbyyou.com.au. Our team will guide you through the process and always aim for the best outcome.