Returns and exchanges
Returns, Refunds & Consumer Guarantees
We accept approved returns and exchanges for eligible new products. Change-of-mind requests must be made within 7 calendar days of delivery. Different rules apply to faulty, damaged or incorrect products under the Australian Consumer Law.
At a glance
Policy summary
Woodsmith Floorings accepts approved returns for eligible defective and non-defective products. Exchanges are also available subject to approval and stock. Products are sold new, and non-defective returns or exchanges must meet the conditions below.
- 01Country: Australia
- 02Change-of-mind window: 7 calendar days from delivery
- 03Return method: approved Perth drop-off location
- 04Restocking fee: 20% for non-defective returns and exchanges
- 05Refund processing: within 14 days after receipt and inspection
Approval required
How to request a return or exchange
Email support@woodsmithfloorings.com.au or call 0410 475 020. Include your name, order number, product, quantity, reason and photographs where relevant. Wait for written approval before transporting any goods. Approved goods must be taken to the nominated Perth drop-off location during the arranged time.
- 01Proof of purchase is required.
- 02Do not send goods or arrive at a location before receiving written approval and instructions.
- 03For a non-defective return or exchange, contact us within 7 calendar days of delivery.
Non-defective products
Change-of-mind returns
We accept approved change-of-mind returns for eligible new standard-stock products when the request is made within 7 calendar days of delivery. The goods must be unused, uninstalled, uncut, undamaged and in unopened factory-sealed complete boxes suitable for resale.
- 01A 20% restocking fee is deducted from the eligible product refund.
- 02The customer pays the cost of transporting the goods to the approved drop-off location.
- 03The original delivery charge is not refundable for a change-of-mind return.
Alternative product
Exchanges
Eligible new standard-stock products may be exchanged when requested within 7 calendar days of delivery and approved in writing. Exchanges are subject to stock availability. A 20% restocking fee applies to non-defective exchanges, and the customer must pay any price difference, return transport and any new delivery cost.
Change-of-mind exclusions
Items not eligible for change-of-mind return or exchange
Opened, installed, cut, marked, wet or damaged goods; incomplete boxes; special orders; clearance or final-sale products; and goods without their original sealed packaging are not eligible for a change-of-mind return or exchange. These exclusions do not limit rights for faulty, damaged or incorrect products.
Defective products
Faulty, damaged or incorrect products
Tell us as soon as practical and do not install a product that is visibly damaged or incorrect. Keep the product and packaging available for assessment. Valid claims are accepted without a restocking fee, and Woodsmith covers reasonable return costs where required. Depending on the circumstances and the Australian Consumer Law, the remedy may be a repair, replacement, exchange or refund.
- 01The 7-day change-of-mind window does not restrict valid consumer-guarantee claims.
- 02Photographs and an inspection may be requested so the issue can be assessed promptly.
Drop-off
Return method and costs
The return method is drop-off at a Woodsmith-approved Perth location. The address and arranged time are supplied after approval. Customers pay transport for non-defective returns and exchanges. Woodsmith covers reasonable return costs where required for a valid faulty, damaged or incorrect-product claim.
After inspection
Refund processing time
Approved refunds are issued to the original payment method within 14 days after the returned goods are received and inspected. Your bank or payment provider may take additional time to display the refund.
Your statutory rights
Australian Consumer Law
This policy does not exclude, restrict or modify consumer guarantees or remedies that cannot lawfully be excluded. The 7-day window and 20% restocking fee apply to approved non-defective change-of-mind returns and exchanges, not to valid claims for faulty products.