Floor Decor Return and Cancellation Policy
Clear. Fair. Hassle Free.
At Floor Decor LTD, we understand that purchasing flooring is a meaningful investment, one that should feel easy and confident from start to finish.
Our team is committed to providing best advice, quality products, and transparent service, so you always know exactly what to expect.
While every order is handled with care, we recognise that sometimes plans change or unexpected issues arise. This policy explains how we manage returns, exchanges, and cancellations clearly and fairly for everyone.
Returns
All return requests must be made within 30 days of receiving your goods.
Requests after this period will not be accepted.
1. Change of Mind or Unwanted Goods
Returns for change of mind are considered on a case-by-case basis within 30 days.
A 30 % restocking fee applies to all approved change-of-mind returns.
Products must be unused, uncut, and in their original packaging.
Return freight and handling costs are the customer’s responsibility.
Please ensure you are confident in your product choice before purchasing.
To start a return, please complete the Return Form below.
2. Faulty or Damaged Items
Notify us within 7 days of delivery if any product arrives damaged or faulty.
Include your order number, name, and photos of the issue in your claim.
We will inspect and arrange a repair, exchange, or refund where appropriate.
Return freight for approved faulty or damaged claims will be covered by Floor Decor.
3. Inspection and Condition of Goods
All goods must be inspected upon delivery or collection before installation.
Claims for damage, defect, or incorrect product cannot be accepted after installation.
Installed, altered, or cut products are deemed accepted by the customer.
Manufacturing Variations
Minor variations in colour, grain pattern, texture, or dimensions are normal due to manufacturing tolerances and are not considered faults.
Such variations are inherent to timber, laminate, and hybrid flooring.
Refund Processing
Approved refunds are issued to the original payment method.
Please allow up to 30 working days after the return has been received and inspected.
Order Cancellations
1. Before Dispatch
Orders can be cancelled within 48 hours of purchase, provided they have not yet been dispatched.
Email support@floordecor.co.nz with your order number.
- A full refund will be issued (excluding any payment-gateway fees).
2. After 48 Hours but Before Dispatch
Cancellations after 48 hours incur a 15 % cancellation fee.
Contact us as soon as possible to confirm eligibility.
3. After Dispatch
Once goods have been dispatched, the order is considered final.
You may submit a return request if eligible under the conditions above.
Non-Returnable Items
We do not accept returns on the following:
Trims, transition bars, stair nosings, underlays, adhesives, and installation tools.
Custom-made, special-order, or clearance items.
Flooring that has been cut to size, installed, or modified.
Colour Representation on Screen
We strive to represent colours accurately, but variations may occur due to screen calibration, printing, and lighting differences.
Exchanges for colour differences are treated as change-of-mind returns and subject to the same conditions.
Legal and Compliance Notice
Nothing in this policy affects your rights under the New Zealand Consumer Guarantees Act 1993 (CGA) in relation to faulty or defective goods.
All returns must comply with the conditions above to be eligible for a refund or exchange.
Floor Decor LTD reserves the right to refuse returns that fall outside these terms or do not meet the required condition of goods.
Floor Decor LTD retains full discretion in interpreting and applying this policy to ensure fairness and consistency.
By purchasing from Floor Decor LTD, you agree to the terms of this Return and Cancellation Policy.
Return Form
Need Assistance?
For further assistance, please contact us:
Email: support@floordecor.co.nz
Phone: 092129483
Address: 3/107 Harris Road, East Tamaki, Auckland 2013
We truly value your trust in Floor Decor.
Our team is here to make sure your flooring experience from selection to support remains, As seamless and satisfying as the floors you choose.