Online Orders
At One Stop Floors, we want to make purchasing your flooring online simple and straightforward.
Most flooring products are ordered or allocated specifically for your order, so full orders generally cannot be returned once collected or delivered. However, unused extra boxes may be returned under the conditions below.
Nothing in this policy limits your rights under Australian Consumer Law.
01 Returns of Unused Flooring
Unused extra boxes may be returned if:
- They are unopened, undamaged and in their original packaging.
- They are in resalable condition.
- You contact us within 7 days of receiving your order.
- You provide proof of purchase.
A 20% restocking fee will apply to all approved returns.
Opened, damaged, installed or partially used boxes cannot be returned.
We recommend keeping at least one spare box for future repairs, as colours, batches and flooring ranges may change or become discontinued.
02 Change of Mind & Cancellations
Full orders generally cannot be returned or exchanged due to change of mind, incorrect colour selection or incorrect quantities ordered.
In some circumstances, we may approve a full-order return at our discretion. A 30% restocking fee plus any applicable freight charges will apply.
Once products have been ordered or allocated for your order, cancellations may not be possible.
03 Faulty or Damaged Products
Please inspect your flooring when it is delivered or collected.
If you notice any damage, incorrect products or possible faults, please contact us as soon as possible, preferably within 48 hours, and provide photos.
Please do not install flooring that appears damaged, incorrect or defective. Contact us first so we can investigate.
Your rights for faulty products are protected under Australian Consumer Law.
04 Delivery Information
Melbourne Metro
Flat-rate delivery
On online product orders over $2,500 within our eligible Melbourne metro delivery area
- Deliveries are not scheduled for a specific time of day. Delivery will generally occur within an approximately 5-hour delivery window, which will be advised prior to delivery.
- Customers are responsible for arranging suitable people or equipment to unload flooring from the delivery vehicle.
- Standard delivery does not include carrying flooring inside the property, upstairs or into individual rooms.
- The delivery location must be safe and accessible for the delivery vehicle.
Regional Delivery
For regional Victoria or deliveries outside our Melbourne metro area, please contact us for a delivery quote before ordering.
05 Return Costs
Customers are responsible for return transport costs for approved change-of-mind returns.
Original delivery charges are non-refundable.
Questions?
For any questions before ordering, please contact us:
One Stop Floors