Refund policy

We have a 90-day return policy after receiving your item to request a return. 

All returns require your item/s must be in the same condition that you received it, unopened, and in its original packaging along with proof of purchase. We do not guarantee acceptance of change-of-mind refund/return applications

To return products, send through your request to us at sales@floorandflake.com.au. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your items. Items sent back to us without first requesting a return will not be accepted.

Damages and issues

Please inspect your order upon collection/delivery and contact us immediately if the item is defective, damaged or if you've received the wrong item, so that we can rectify promptly.

Exceptions / non-returnable items

Certain types of items cannot be returned. We do not accept returns for hazardous materials, flammable liquids, gases, or any other products classified as Dangerous Goods. Please get in touch if you have questions or concerns about your specific item. 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund has been approved. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.

Restocking Fee

All returned products are subject to a 15% restocking fee. This fee applies to all items approved for return, regardless of the reason for return.

To qualify for a return with the applicable restocking fee, products must be unopened, in their original packaging, and in the same condition as when received. Items that show signs of opening, use, or damage may be rejected or subject to additional fees.

The 15% restocking fee will be deducted from the total refund amount once the returned goods have been received and inspected to confirm their condition.

Sale Items

We do not accept returns on sale items or gift cards.

You can always contact us at sales@floorandflake.com.au if you have any questions.