Refund Policy


This Payment and Refund Policy (“Policy”) applies to the following purchases: purchases through Woodland Flooring Pty Ltd.

By purchasing any of our products, you are declaring that you accept and agree to the terms and conditions outlined in this Policy.


1. Payment Models

We offer two different payment models

  • 1.1 On-site – When a customer wishes to purchase products directly from the Woodland Flooring website, good must be paid in full at the time of purchase. This is completed using one of our online payment methods.
  • 1.2 Off site – Customers that purchase from Woodland Flooring direct (not through the online store) can pay via direct debit or credit card. Payment must be paid in full before we ship the products.

2. Payment Failure – The customer understands that if a payment is not made in full, products will not be shipped to their nominated address.

3. Cancellation – Customers may cancel an order by emailing or calling 0415 928 779 to request a cancellation. Please note cancellations can only occur before and order is shipped.



1. General

  • 1.1 We offer refunds and replacements in accordance with the Australian Consumer Law and on the terms set out in this Refund Policy (“Policy”).
  • 1.2 Any benefits set out in this policy may apply in addition to consumers rights under the Australian Consumer Law.
  • 1.3 Before making a purchase, please read this policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.

2 Australian Consumer Law

  • 2.1 Under the Australian Consumer Law:
    • a. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:
      • (i) To cancel your service contract with us and
      • (ii) To a refund for the unused portion, or to compensation for it’s reduced value
    • b. You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund for any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
  • 2.2 We offer refunds, repairs and replacements in accordance with the Australian Consumer Law
  • 2.3 The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.
  • 2.4 If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law – the Australian Consumer Law will prevail.
  • 2.5 Further information about the Australian Competition and Consumer Commission.
  • 2.6 If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law ) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.

3 Cancellation and Change of Mind

  • 3.1 We do not offer any refund if you change your mind or find the same product or service cheaper elsewhere.

4 Products Damaged During Delivery

  • 4.1 In the event that the product you ordered has been damaged during delivery:-
    • (a) Please contact us as soon as possible
    • (b) Any damaged product must be returned in the condition in which it was received, together with any packaging and other items which you received with the damaged product.
  • 4.2 We will arrange to collect the damaged product and an email will be sent to notify you or the returned item. We will then replace the damaged product with an equivalent product, or to refund it, provided that you have contacted us within the following time frame from the date of receipt of the product: 30 days.

5 Exceptions

  • 5.1 Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service purchased by you if:
      • (a) You misused the said product in a way which caused the problem.
      • (b) You knew or were made aware of the problem(s) with the product or service before you purchased it
      • (c) You asked for a service to be done in a certain manner, or you asked for alterations to the product, against our advice, or you were unclear about what you wanted
      • (d) Any other exceptions under the Australian Consumer Law

6 Shipping Costs for Returns

  • 6.1 In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear any cost of shipping the said product (the “Returned Product”) back to us, as well as the cost of any shipping and replacement product to you.
  • 6.2 If the returned product can be easily shipped or returned, then you are responsible for organising for the Returned Product to be returned to us. If the Returned Product is eligible for repair, replacement or refund under the terms of this Policy then we will re-imburse you for the reasonable postage, shipping or transportation costs for the Returned Product.
  • 6.3 If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then we will organise for shipping transportation or collection of the Returned Product, at our cost.
  • 6.4 In the event that we organise and pay for inspection, shipping transportation or collection of a Returned Product, and it turns out not to be eligible for repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of inspection, shipping transportation or collection of the Returned Product.

7 Response Time

  • 7.1 We aim to process any requests for replacements or refunds within 5 days of receipt

8 How to Return Products

  • 8.1 You can contact us at the end of this Policy to discuss a return using the information
  • 8.2 Unless otherwise defined in our sole discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase.
  • 8.3 To be eligible for a refund or replacement you must provide proof of purchase
  • 8.4 You may be required to provide a government issued identification to qualify for a refund or replacement.

9 Contact Us