Returns
Flooring & Tiles
Our change-of-mind returns policy for flooring and tiles is set out below. Faulty or damaged goods are handled separately, and nothing on this page limits your rights under the Australian Consumer Law.
Please note: no matter your return reason, please contact us before sending your item(s) back to us, so your return can be processed as quickly as possible.
I’ve changed my mind
If your order has yet to be dispatched, you will have up to 14 days to cancel in order to receive a full refund.
If your order has been dispatched or delivered, however you no longer need it, we’re happy to accept this back. Our 14 day returns guarantee means you can return your order within 14 days from the date of delivery. Returned flooring and tiles must be unopened, in their original condition and original packaging. We refund the product price without a 20% handling or restocking fee. Return freight is paid by the customer and original delivery charges are not refunded for change-of-mind returns.
If you’d like to arrange a return, please make sure you have the following information to hand so we can deal with your query as quickly as possible:
- Your sales order number (this can be found on your order confirmation email)
- Your contact details
Please note: You are responsible for returning the goods to us at your expense; original delivery cost is non-refundable.
Once received, your refund will be with you within 14 days.
I’ve got leftover packs
If you’re left with any spare, complete packs after installation, you can easily return these to us within 14 days from date of delivery. These must be returned unopened, in their original condition and packaging.
If you’d like to arrange a return, please make sure you have the following information to hand so we can deal with your query as quickly as possible:
- Your sales order number (this can be found on your order confirmation email)
- Your contact details
Please note: You are responsible for returning the goods to us at your expense; original delivery cost is non-refundable.
Once received, your refund will be with you within 14 days.
My order arrived damaged
In the unlikely event your order arrives damaged, please accept the delivery and sign for the goods as damaged. At your earliest convenience, please get in touch with our Customer Care team to arrange a suitable replacement or to request a refund.
If you notice a problem after signing for delivery, then please contact us at the earliest opportunity to arrange a replacement or refund and we’ll get this arranged for you. We do advise you check your packs upon arrival to avoid any unnecessary delays with your project.
If you’d like to arrange a return, please make sure you have the following information to hand so we can deal with your query as quickly as possible:
- Your sales order number (this can be found on your order confirmation email)
- Your contact details
- Photos or videos of the damage/fault
Please note: You’ll be required to provide visual evidence of the fault before your replacement or refund can be processed.
A replacement will be sent out to you at the earliest available delivery date. If you’ve requested a refund, this will be processed within 14 days. You will not be expected to return the damaged packs to us, please dispose of these safely.
Rugs
WHAT can be returned for change of mind?*
Unused rugs in their original condition and original packaging may be returned under the 14-day change-of-mind policy below.
WHEN do items need to be returned by?
For change of mind, return the rug within 14 days of delivery. This time limit does not apply to your rights concerning faulty goods or consumer guarantees.
WHERE do items need to be returned to?
Purchased items can be returned by collection of 3rd party courier only
HOW do customers return items?
To return any purchased items please email [email protected] within 14 days of the delivery date and you will receive a return authorisation number.
SHIPPING for change-of-mind returns?
The customer arranges and pays return freight to the return address supplied with the return authorisation. Original delivery charges are not refunded. Please confirm the address with us before booking a courier.
CREDIT for returns?
Upon receiving the unused rug in its original condition and packaging, we will refund the product price less a restocking fee of 20% of the returned rug’s product price to your original payment method within a week. The customer pays return freight and original delivery charges are not refunded for change-of-mind returns. In the event that you wish to cancel the order before your purchased item(s) have been dispatched, we reserve the right to deduct the merchant fees incurred from the transaction from your refund amount.
DAMAGED or lost returns?
Return insurance, lost in transit & damages are the customers responsibility when returning. If any damage to the rug is apparent when the rug is received at our warehouse, we are unable to process your return and refund but instead we can quote you for a re-delivery back to your address.
HOW do customers exchange purchased items?
To exchange any purchased items follow the above steps to return the purchased item(s) for a refund and then purchase the desired item(s) directly on the website again.
What happens if you wish to cancel while item(s) are in transit?
If an order is cancelled whilst in transit with the courier company, you will have to wait until the item(s) arrive to you and then you can initiate the return procedure following the above guidelines.
Packing materials?
Items will need to be in its original packaging for returns, and must be unused and its original condition.
*Please note our images are taken in our studio which has a professional lighting and expensive camera equipment, so we can give the best indication of what the product colours are.
The lighting in the customers home may change the look of the product in their setting. There is also the issue of monitor settings, which again may slightly change the customers expectation of how the product will look in their home. Due to these factors, there is an element of risk in purchasing any home décor product online. Even when purchasing in a retail store, a product may not appear the same in the customers home as in the store.
Please note the standard Change Of Mind fees will apply. ( 20% of product value )
We hope that you will be delighted with your The Flooring Guys purchase. If you change your mind about your purchase, you are welcome to return your product to our warehouse within 14 days after delivery. After 14 days, change-of-mind returns are not accepted. Your rights concerning faulty goods and consumer guarantees are unaffected. Please note that If you want to return the rug about Change Of Mind like slight colour variance, not suitable for your place, order wrong colour or wrong size, we will apply a 20% change of mind fee
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in its original packaging. The rug change-of-mind restocking fee is the returned rug’s product price multiplied by 20%.
Bayliss
Returns + Exchanges Policy
Our rugs are handmade, and machine made and do not come with an unconditional warranty or guarantee. Bayliss will replace or repair your rug if it has a manufacturer’s defect within 12 months of the purchase, provided the rug was correctly used and has been maintained in accordance with our care instructions which your can find on the label located on the back of the rug. Bayliss reserves the right to repair any defect before a replacement is deemed appropriate. A replacement of the same rug will be given if that product is still available, otherwise a new product to the same value will be offered. Any improper or negligent use will void your claim. This warranty does not apply to rugs that have been damaged by incorrect cleaning, chemical damage, water damage or flooding, fading due to sunlight, inappropriate use of the rug, cutting down or re-sizing, or general wear and tear over a number of years. A product is not considered defective if there is a manufacturing variation as listed in our manufacturing variations. To make a claim, you must contact the place of purchase and provide photos to support the claim. The claim requires an invoice number, date of purchase, copy of receipt and the details of the place of purchase.
Contact us
If you’d like to arrange a return, please get in touch with us in a way that suits you, whether that be:
Live Chat to us
Contact Customer Care:
Email [email protected] or call 1300 477 699. Showroom opening hours vary by location; see our current showroom contact details and hours. If you contact us outside business hours, we will respond as soon as possible.