Refund policy

Flooring Return Policy

Returns and Exchanges: We want you to be completely satisfied with your flooring purchase. If you are not satisfied for any reason, we offer a hassle-free return and exchange policy, subject to the following terms and conditions.

Timeframe: You may return or exchange your flooring within 30 days from the date of purchase. Beyond this timeframe, returns or exchanges may not be accepted.

Eligibility: To be eligible for a return or exchange, the flooring must meet the following criteria:

  • The flooring must be in its original condition, unused, and uninstalled.
  • The original packaging must be intact, including all labels and documentation.
  • Proof of purchase, such as a receipt or order confirmation, is required.

Restocking Fee: A restocking fee of $20 will be applied to all returned or exchanged flooring items. This fee covers the costs associated with inspecting and restocking the returned product.

Return Process: To initiate a return or exchange, please follow these steps:

  • Contact our customer service department within the 30-day return period to notify us of your intention to return or exchange the flooring.
  • Our customer service team will provide you with a Return Authorisation (RA) number and further instructions on how to proceed.
  • Pack the flooring securely in its original packaging to prevent any damage during transit.
  • Clearly mark the RA number on the outside of the package.
  • Return the flooring to the designated address provided by our customer service team. You may be responsible for the return shipping costs unless the return is due to a product defect or an error on our part.

Inspection and Refund: Upon receiving the returned flooring, our team will inspect it to ensure it meets the eligibility criteria mentioned above. If the flooring is in satisfactory condition, we will process your refund within 10 days to the original form of payment. Please note that it may take additional time for the refund to reflect on your account, depending on your bank or payment provider.

Exceptions: The following conditions may affect your eligibility for a return or exchange:

  • Custom or special-order flooring may not be eligible for return unless it is defective or does not match the specifications provided.
  • Clearance or sale items may be subject to different return policies. Please check the product description or contact our customer service team for more information.

Warranty Claims: If you believe your flooring is defective or covered under a warranty, please refer to the warranty information provided by the manufacturer. Warranty claims may have specific procedures and requirements separate from the general return policy.

Please note that this flooring return policy is subject to change without prior notice. We encourage you to review the policy before making a purchase or contacting our customer service team for any additional clarifications or questions.

To start a return, you can contact us at sales@kldhome.com.au

Please note that returns will need to be sent to the following address: 16 Fiveways Boulevarde, Keysborough VIC 3173