Online Returns Policy
For rugs & decor items
We reserve the right to refuse to fill any orders that you may place based on incorrect information on the website, orders that we believe, solely by our own judgement, to be placed in bad faith or for commercial purposes, e.g. any kind of reseller or competitor. We also reserve the right to refuse or cancel any orders that we believe, solely by our own judgement, to have been placed fraudulently.
While we endeavour to ensure that the price and description of goods or services is accurate, if there is an error in the process of listing a product or service on our website or a technical error in the processing of your order we reserve the right to refuse or cancel the order.
Flooring Xtra reserves the right to withdraw any product from sale at any time without notice for any reason. Our right to cancel orders applies to orders that have been accepted.
Unable to fulfil your order
If we discover an error or we are unable to fulfil the order we will attempt to contact you and cancel the order and you will receive a full refund in the form of the original payment method. If your order is cancelled in accordance with these terms, your payment will be refunded, crediting your original method of payment. If payment was made using a credit card that card issuer controls the timing of the refund.
Cancelling your order
Make sure that you are confident with your purchase selection, colour choice and that it is fit for purpose. If you change your mind, it is likely that we will be unable to cancel your order due to the nature of the product (ordered and picked/cut specifically for your project).
If you wish to cancel your order you will need to contact the Flooring Xtra web team firstname.lastname@example.org to discuss your request with them. If we can cancel your order at our discretion, any associated freight, restocking and administration fees will be at your expense.
Change of mind returns
If you have changed your mind about a rug or decor that you have purchased online and you want to return it for a refund, there will be a restocking fee of 5% of the products RRP as well as a freight cost of the rug and the freight cost to return the rug. The freight charge will be variable according to the size of the rug and your location. The restocking and freight return fee will be deducted from the total sum refunded back to you. Returns remain the responsibility of the purchaser until received by Flooring Xtra. If you have purchased a microseal treatment with your rug, it cannot be returned.
If you have purchased a rug online and wish to exchange it for another rug, there will be no restocking fee or freight fees for your first rug exchange. For any further exchanges, you will be charged a restocking fee and a freight charge to return the rug being exchanged and a freight charge for the new rug requested. Returns remain the responsibility of the purchaser until received by Flooring Xtra.
We have 3 rules of returns and exchanges.
- Item(s) must be returned within 7 days of purchase. 7 starts from the date of purchase;
- Item(s) must be unused and in new condition with any original tags and labelling still attached; and
- Item(s) must be in the original packaging which must be in original condition.
If your item matches all of these conditions, you can lodge a return or exchange. To request a return or exchange, please email email@example.com with your order number and request. If you have purchased a microseal treatment with your rug, it cannot be exchanged.
Items purchased online cannot be returned to our physical stores.
When will I receive my refund?
Returns are sent back via courier so they take 2-7 business days to reach our warehouse. Providing the 3 rules of returns and exchanges have been met, your request will be processed within 1-3 business days. Refunds will be processed back to your original payment method, please note that your bank may need 3-5 days to clear the funds back into your account.
Cancelling a sample box order
If you wish to cancel your order you will need to contact the Flooring Xtra web team firstname.lastname@example.org to discuss your request with them. If we can cancel your order at our discretion, any associated freight, restocking and administration fees will be at your expense.
Flooring & Accessory Returns
Returns will not be accepted unless the goods supplied do not meet our obligations under the Consumer Guarantees Act.
Prior to purchasing, please make sure you’re confident with your product selection, ensuring it’s fit for purpose and you’re happy with your colour choice(s). If you change your mind, it is unlikely that we will be able to cancel your order due to the nature of the product (ordered and/or cut specifically for your project).
Refunds will be issued at the discretion of Flooring Xtra.
DIY flooring purchases
For full, separate terms and conditions for our DIY flooring. Please refer to our terms and conditions.