Returns and Refund Policy

Top Shelf Flooring Accessories accepts eligible returns subject to the conditions below and any rights available under Australian Consumer Law.

Change-of-Mind Returns

Change-of-mind returns must be requested within 7 days of purchase or delivery.

To be eligible for a change-of-mind return, the product must be:

• unused;

• unopened;

• in its original packaging;

• complete with all parts, accessories and instructions;

• in a clean and resalable condition; and

• accompanied by proof of purchase.

Top Shelf Flooring Accessories may refuse a return where a product is damaged, incomplete, used, opened or not in a resalable condition.

Return Freight

Customers are responsible for all return freight costs for change-of-mind returns. Original freight charges are not refundable unless required under Australian Consumer Law or the product was supplied incorrectly by Top Shelf Flooring Accessories.

Customers are responsible for packing returned goods securely. Top Shelf Flooring Accessories is not responsible for loss or damage occurring while goods are being returned by the customer.

Restocking Fees

No restocking fee applies to an approved return.

Special-Order Products

Special-order products cannot be returned, exchanged or refunded for change of mind. A special-order product includes any item ordered, manufactured, cut, tinted, modified, configured or sourced specifically at the customer's request.

Special orders may not be cancelled once the order has been placed with the supplier or production has commenced.

Non-Returnable Products

The following products cannot be returned for change of mind:

• chemicals;

• coatings;

• epoxy products;

• sealers;

• levelling cements and levelling compounds;

• adhesives;

• primers;

• products that have been mixed, tinted or altered; and

• any product that cannot be safely resold once opened.

These restrictions do not limit a customer's rights where goods are faulty, unsafe, incorrectly described or otherwise fail to meet a consumer guarantee under Australian Consumer Law.

Faulty Products

Customers who believe a product is faulty should contact Top Shelf Flooring Accessories and provide:

• proof of purchase;

• a description of the issue;

• photographs or video where appropriate;

• the product batch number or serial number where available; and

• details of how the product was installed, operated, stored or used.

Products may need to be returned for inspection before a refund, repair, replacement or warranty remedy is approved.

Machines and Tools

Machines and tools are subject to the relevant manufacturer's warranty assessment process. A warranty claim may require the product to be inspected or tested by Top Shelf Flooring Accessories, an authorised repairer, supplier or manufacturer.

Warranty approval is not automatic. The assessment may consider:

• the nature of the fault;

• the age and condition of the product;

• correct use and maintenance;

• evidence of misuse, overloading or accidental damage;

• unauthorised repairs or modifications;

• normal wear and tear; and

• compliance with the manufacturer's operating instructions.

No loan tools or machines are available while a product is being assessed, repaired or replaced.

A warranty claim does not automatically entitle the customer to a new replacement product. Repair, replacement, refund or another remedy will depend on the assessment outcome, the manufacturer's warranty terms and Australian Consumer Law.