Refund policy

At Austrix Flooring, we want you to love your floors. This policy explains how returns and refunds work. Please read it together with your rights under the Australian Consumer Law.

Your rights under the Australian Consumer Law

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.

Nothing in this policy limits these rights. If a product is faulty, we won't charge a restocking fee, and we'll cover the reasonable cost of getting it back to us.

Faulty, damaged or incorrect items

Please check your order when you collect it or when it's delivered. Tell us within 2 business days about any damage in transit or handling. For any other fault, tell us as soon as you notice it. Email your order number and photos to info@austrixgroup.com.au. We'll assess it and arrange a repair, replacement or refund in line with the Australian Consumer Law.

Check before you install

Before installing, open every box and check:

• the product, colour, shade and batch number
• for chips or other visible damage

If something looks wrong, don't lay it. Contact us first. Once product is installed, we may not be able to accept claims for visible issues that were obvious beforehand. This doesn't affect your rights for defects that couldn't reasonably have been spotted before installation.

Change-of-mind returns

We accept change-of-mind returns of stocked products within 7 days of collection or delivery, as long as:

• the product is unused, in full unopened boxes, and in resaleable condition
• you have your order number or proof of purchase
• you've contacted us and we've approved the return

A 30% restocking fee applies to change-of-mind returns. You're also responsible for all costs of getting the goods back to our warehouse, including freight.

Not accepted for change of mind

• Custom, special-order or indent products
• Opened or part boxes, or product that has been cut, laid or installed
• Clearance and sale items
• Samples

This doesn't affect your rights if any of these items are faulty.

Shade and batch variation

Tiles and flooring can vary slightly in shade, tone and size between production batches. That's the nature of the product, not a fault. Order enough for your whole project in one go, plus extra for cuts and future repairs, because we can't guarantee an exact batch match on later orders.

How to start a return

Email info@austrixgroup.com.au or call (03) 9687 9999 with your order number and the reason for the return. Please get in touch before bringing anything back. Once your return is approved, we'll book a drop-off time at our warehouse: 20 Annastasia Way, Sunshine North VIC 3020.

Refunds

Once we've received and inspected your return, we'll email you to confirm whether your refund is approved. Approved refunds go back to your original payment method within 10 business days, and your bank may take a few extra days to process it. If more than 15 business days have passed since approval and you haven't received your refund, please contact us.

Questions?

Email info@austrixgroup.com.au or call (03) 9687 9999.