Refund policy

Austrix Flooring — Refund & Returns Policy

At Austrix Flooring we want you to be happy with your purchase. This policy explains your options for returns and refunds and should be read 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 or replaces these rights.

Change-of-mind returns (30 days)
As a goodwill policy, we accept change-of-mind returns within 30 days of you receiving your order, provided the item is:

• unused and uninstalled, in its original unopened packaging; and
• accompanied by your receipt or proof of purchase.

Change-of-mind returns may be subject to a restocking fee 30%, and the cost of returning the goods to us is the customer's responsibility. We're not able to accept change-of-mind returns on opened, cut, or installed products.

How to start a return
Please contact us first at info@austrixgroup.com.au before sending anything back. If your return is approved, we'll give you instructions on how and where to return it — either dropped to our warehouse or sent to:

Austrix Flooring, 20 Annastasia Way, Sunshine North VIC 3020 

Items sent back to us without first requesting a return will not be accepted.

Damaged, faulty or incorrect items
Please inspect your order on delivery or pickup and contact us as soon as possible — and within 48 hours for any transit damage — if an item is defective, damaged, or you've received the wrong product. Send us your order details and a photo and we'll assess it and make it right, including a repair, replacement or refund in line with the Australian Consumer Law. This applies regardless of the 30-day change-of-mind window above.

Items we can't accept for change-of-mind returns
Some items can't be returned for change of mind, including custom or special-order products (non-stocked items and orders made to order), products that have been cut, laid or installed, free or discounted samples, and clearance or sale items. This does not affect your Australian Consumer Law rights if any of these items are faulty.

A note on tiles and flooring
Shade, colour and size can vary slightly between production batches. We recommend ordering enough for your whole project, plus extra for cuts and future repairs, as we can't guarantee an exact batch match on later orders.

Refunds
Once we've received and inspected your return, we'll let you know whether your refund has been approved. If approved, you'll be refunded to your original payment method within 10 business days. It can take additional time for your bank or card provider to process and post the refund. If more than 15 business days have passed since your return was approved and you haven't received it, please contact us at info@austrixgroup.com.au.

Contact
Questions about a return? Email info@austrixgroup.com.au or call +61 3 9687 9999.