Refund policy
We hope that you will be delighted with your Embelton Flooring purchase. If you change your mind about your purchase, you are welcome to return your product to us within 30 days of receiving your order. After 30 days have passed, we unfortunately can’t offer you a refund or exchange.
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15% Restocking Fee
A 15% Restocking Fee will be applied to all returned products. To be eligible for a return, your item must be unused, in its original packaging and in the same condition that you received it. A refund will only be given subject to inspection of the goods which may take up to 3 business days.
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Exemption
Several types of goods are exempt from being returned. Custom Stair Nosing, Floor Adhesives, Leveller, Primers, Underlay & Moisture Barriers cannot be returned. We also do not accept products that are hazardous materials, or flammable liquids or gases.
Sale items
Only regular priced items may be returned, unfortunately Clearance and ‘Last Chance Stock’ items cannot be refunded or exchanged.
To complete your return, we require a valid receipt or proof of purchase (including receipt or order confirmation).
Transaction Fees
Transaction fees charged by third parties at the point of sale, such as those charged by Paypal and Afterpay, are non-refundable.
Return of Stock Â
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within a 7-10 business days of the return.
Late or missing refunds
Refunds may take 7-10 days to be processed from the date of confirmation. If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially processed. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at
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Exchanges
We only replace items if they are defective or damaged due to manufacturing error. To request an exchange of product, please send an email documenting photo’s to sales@embeltonflooring.com and our customer service team will be in contact.
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Shipping
It is the responsibility of the consumer making the to return to cover the costs of transportation of stock back to Embelton Flooring's nominated dispatch warehouse. Shipping costs are non-refundable. In the case that Embelton Flooring arranges the transportation to collect your goods, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. Additional shipping fees will be applied to the new stock.
When returning your order we recommend purchasing shipping insurance as we cannot guarantee that we will receive your returned item.
Consumer Guarantees
Our products come with the consumer guarantees under in the Australian Consumer Law which cannot be excluded, including guarantees that the products will be of acceptable quality.
In the unlikely event that you receive products from us that do not comply with the Australian Quality Standard. We will provide you with a refund or exchange based on the below:
- If we consider that the product has a major failure under the Australian Consumer Law (eg. the product is unsafe, does not fit the description or is not fit for purpose), you can return it and receive your choice of a refund or an exchange, and compensation for any other reasonable foreseeable loss or damage.
- If we consider that the product has a minor failure under the Australian Consumer Law (eg. the product's packaging is cracked but does not affect the safety or use of the product), we will provide you with our choice of a refund or exchange.
Where a product is damaged through misuse, accident or abnormal use, the Australian Consumer Law or any manufacturer’s warranty may not apply, and Embelton Flooring may choose not to provide a refund, exchange or repair (if applicable).
Embelton Flooring will require proof of purchase before providing a remedy under the Australian Consumer Law.
Consumer guarantees cannot be excluded or limited and are in addition to any manufacturer’s warranties.
How to make a return
- Check that you meet the above return conditions.
- Find your order confirmation of tax invoice
- Contact our Customer Service Team at sales@embeltonflooring.com and we'll advise which Embelton Flooring distribution warehouse the stock needs to be returned to.
- Organise the transportation of goods to the advised Embelton Flooring warehouse. Ensure your floors are in its original packaging and transported securely.
- Once your return is received and inspected, we will send you an email to notify of the approval or rejection of your refund.
- If you are approved, then your refund will be processed minus a 15% restocking fee, and a credit will be applied to your credit card or original method of payment, within 7-10 business days