Return Policy

At Focus on Floor & Decor, we want you to be completely happy with your purchase. This policy explains when and how products supplied by us can be returned or exchanged. It applies to products purchased from our Clyde North showroom and does not affect your rights under the Australian Consumer Law.

Change-of-mind returns

If you change your mind about a stocked product, we may offer an exchange, store credit or refund provided that:

• The request is made within 30 days of purchase.
• The product is unused, uninstalled and in its original, resalable condition and packaging.
• You provide your original proof of purchase (receipt or tax invoice).

Change-of-mind returns are offered at our discretion and may be subject to a restocking fee to cover handling and freight. Delivery or freight charges are not refundable.

Faulty, damaged or incorrectly supplied products

If a product is faulty, damaged in transit, or not what you ordered, please contact us as soon as possible and within 7 days of receiving it. Where a product has a genuine manufacturing fault, you are entitled to a repair, replacement or refund in line with the Australian Consumer Law.

Please inspect all products before installation. Claims for visible defects, damage or shortages must be made before the product is installed, as installation is considered acceptance of the product.

Products that cannot be returned

For reasons of hygiene, safety and the custom nature of flooring, the following generally cannot be returned or refunded for change of mind:

• Cut-to-measure, custom-ordered or special-order products (including custom lengths, custom colours and non-stocked items).
• Clearance, discontinued, "as-is" or sale items.
• Products that have been installed, cut, altered or fitted.
• Adhesives, underlays and consumables that have been opened.

Natural variation

Timber, hybrid, laminate, stone and carpet products can vary naturally in colour, grain, shade and texture between batches and from samples and showroom displays. This natural variation is a feature of the product and is not considered a fault.

Samples

Samples are provided free of charge to help you choose and do not need to be returned.

How to request a return

To request a return or report a problem:

• Contact us on 0411 116 600 or email hello@focusonfloor.com.au with your name, proof of purchase and a description of the issue (photos help for damage or faults).
• Do not install or alter the product until your return has been assessed.
• Approved returns can be brought to our showroom at 25 Hamersley Dr, Clyde North VIC 3978. Please keep your proof of purchase.

Approved refunds are processed using your original payment method within a reasonable time.

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 those rights.

Contact us

If you have any questions about this policy or a return, please contact us on 0411 116 600 or at hello@focusonfloor.com.au.