Returns & Refund Policy
CHANGE OF MIND POLICY
The following conditions apply to all purchases made at One Source Flooring.
CARPET & ALL HARD FLOORING
If you, the customer ‘changes your mind’ and your flooring is in transit to, or has arrived at our warehouse, you will be required to pay additional costs. These include, but are not limited to,
- the transport costs incurred in shipping your original flooring to our warehouse,
- The transportation costs for your original flooring order to be returned to the Supplier/Manufacturer,
- a 30% Rehandling Fee,
- transportation costs of your new flooring,
- any fees incurred from Supplier/Manufacturers,
- any additional costs for your new flooring if the price is higher than your original purchase.
If you have purchased carpet from One Source Flooring and it has been cut ready for installation, the customer is now the ‘Owner’ or the carpet, and it cannot be refunded.
One Source Flooring is not responsible for any transportation costs.
HARD FLOORING (TIMBER, HYBRID, VINYL & LAMINATE)
Once the product has left the One Source Flooring warehouse, it is no longer returnable. If it is still in our Warehouse, we can process a refund, however rehandling fees will still apply and will be discussed with you.
FOR SUPPLY-ONLY JOBS
If you have chosen to only purchase flooring through One Source Flooring (not installation), it is the responsibility of the customer to ensure that the meterage/take off is correct. Any surplus stock is non-refundable (and non-returnable). One Source Flooring cannot guarantee that the supplier will have additional stock if required, but will work with the supplier to find the best alternative.
One Source Flooring will inspect all product deliveries for damage prior to installation. If any issues are found, we will take photos and work with the Supplier/Manufacturer to ensure that the damaged flooring is replaced.
All flooring jobs require 8-10% product wastage. This is so your installer can provide you with the best installation possible. Please note that this wastage is non-refundable. We recommend keeping all wastage in any packaging in a dry space so that they can be used to replace any post-installation issues that may incur in the future. For carpet, we recommend keeping any offcuts. Alternatively, this can be removed from your property for a small fee. Please discuss any costs with your installer.
When requesting a refund, the way you have originally paid for your purchase with One Source Flooring will determine how you are refunded.
If you have paid by debit or credit card, One Source Flooring will refund the same card used to pay for the deposit/order. If you are returning to our showroom for your refund, please bring the card with you.
Please note that if your product has already been shipped, the transportation fees are non-refundable and any other fees (as discussed above), will be payable by the customer. Any differences in your refund can take up to 14 days to process.
Throughout our website and showroom, you will see that many of the products sold by One Source Flooring also come with Manufacturer’s Warranties or Guarantees. These goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
However, there may be circumstances where you are not entitled to return or replace your purchased flooring. The Australian Consumer Law does not apply where damage has occurred post-installation for reasons that are not related to the condition of the flooring at the time of installation. For further information about this law and your consumer rights, visit consumerlaw.gov.au
CHANGES TO POLICY
If you have any questions or concerns at any time about our policy or the use of your personal information, please contact us at firstname.lastname@example.org and we will respond within 48 hours.