Returns Policy

At Timber Flooring Clearance Centre we want our customers to be completely satisfied with their online purchase and we understand that on some occasions, you may need to return a product.

Proof of Purchase

Timber Flooring Clearance Centre may require you to provide proof of purchase for you to obtain any refund, credit, exchange or repair set out in this Returns Policy or otherwise.

Change of Mind

If you are not satisfied with your online purchase you may return the product within 7 days in its original and "as new" condition together with your proof of purchase to our warehouse at 865 Princes Highway, Springvale VIC 3171 to exchange it for another product of equal value. You may also put the return towards a larger purchase and pay the difference. A restocking fee of up to 50% may apply. We do not refund due to change of mind.

Australian Consumer Law

By law we are required to state:

"Our 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."

Notwithstanding the above, there may be circumstances pursuant to the Australian Consumer Law where you are not entitled to such a return or replacement of goods and in such circumstances, Timber Flooring Clearance Centre does not guarantee or warrant any such right. For example, the right under the Australian Consumer Law does not apply to return of goods where damage occurred after installation for reasons not related to the condition of the goods at the time of supply or when attached to any property such as a house or unit that cannot be detached without damage.

For further information about the Australian Consumer Law and consumer guarantees please visit www.consumerlaw.gov.au.

Refund, Credit or Exchange

If the product does not match its advertised description, Timber Flooring Clearance Centre will provide you with a choice between a credit to the value of the item purchased or an exchange. However, we note that items on the Site may appear differently on screen than it appears in real life. This may be caused by your screen settings or the settings that were used in the production of the original image. Colours and texture are often difficult to see and judge online with 100% accuracy.

For our laminate products, our manufacturers make every effort to match dye lots, however, customers are also warned that colour shades and variations may appear in the product (including, but not limited to, when the product is exposed to UV light). As timber, oak and bamboo are natural products their colour, grain, shade and texture will vary from board to board and will be different to the sample.

Where there is no fault found requiring refund, credit or exchange by us, the product will be returned to you at your cost. We may need to consult with the manufacturer to determine the fault and resolution. Where the manufacturer assessment finds that there is no fault with the goods, or that the goods have been damaged due to misuse or abnormal use of the goods by you, we may require, at our discretion, that you compensate us for any fee imposed on us by the manufacturer or freight cost in relation to this assessment.

Unfortunately, Timber Flooring Clearance Centre cannot offer a refund, credit or exchange where the damage occurred after installation for reasons not related to the condition of the goods at the time of supply including, but not limited to, where the product has sustained damage due to any wilful or accidental damage to the product, abnormal use (whether or not such use has been identified by Timber Flooring Clearance Centre or the manufacturer), damage arising from furniture standing or being moved on the product, damage arising from unusually heavy wear of the product (including, but not limited to, damage caused by stiletto heels, castor chairs or any metal or hard ends of furniture) or damage caused by water either through spillage, flooding or moisture penetration through the sub floor.

Amendments to terms and conditions

We reserve the right to amend this Returns Policy at any time. Any amendments shall be effective immediately upon notification on the Site.

From 5pm Wednesday 25th March I will be closing the doors to the showroom. This has been a tough decision but one I feel is necessary to do my part in stopping the spread of this horrible virus. Deliveries, pick ups and installations will continue to take place as long as we are legally and safely able to do so. I will be available via email (not phone) on enquiries@timberflooringclearance.com.au to take orders, book deliveries and installations, make appointment times for collection of goods, arrange to mail samples, send photos etc. I am doing my best to get through the huge backlog of emails and messages we have and will get back to everyone as soon as possible. I beg that you don’t call or send more than one email, as it only slows me down in getting back to everyone, including you! We will be operating with minimal staff on minimal hours so I ask that you be patient and understand that we will all be doing our best.

Now, I ask that you please don’t panic. Timber Flooring Clearance Centre is not going anywhere. I am not running away with your deposit or your flooring. As long as we are legally allowed to do so, we will be supplying flooring, we will just need to adapt to our changing society. IF we are told to stop any of the practices I am putting into place now, we will work around them if we can and if all else fails, your flooring will be waiting for you once the situation is over.

At this stage, if you have a delivery or installation booked for this week or next week it will be going ahead as planned. This will only be called off if we are forced to do so and I would let you know individually if this is the case.

Placing orders - at this stage we are still able to get stock from our suppliers. As this may change any minute, I strongly suggest you place any orders you’ve been holding off on placing. If your goods are in my warehouse I have a much better chance of getting them to you than if they are with a supplier. As I’m sure you’re aware, stock is going to become increasingly hard to get and the prices will go up as the dollar continues to drop. Again, the sooner you lock in your order the better off you will be.

Installations – again, at this point we have not been told to stop these so we will continue with the ones that have been booked in and will continue booking them in while we can. However, I ask that you consider whether it’s something that needs to be done now or if it can wait until things calm down a bit.

I will provide any further updates as I need to via Facebook and our website but I think for now this is our best option in a bad situation. If you would like to be put on an email list to receive updates (regarding this situation only) please let me know as I currently don’t have a mailing list as I personally hate SPAM and never wanted to inflict that on my contacts.

I truly thank all my customers, suppliers, staff and sub-contractors for their ongoing support.

Erin