Top Shelf Flooring Accessories aims to dispatch orders as quickly and efficiently as possible.

Shipping Locations

Orders are delivered Australia-wide from the Georgetown and West Gosford stores in New South Wales.

Dispatch Times

• Orders are generally dispatched within 24 business hours after payment has been confirmed.

• Orders placed on weekends or public holidays are processed on the next business day.

• Delivery times vary according to the destination, freight carrier, product type and availability.

• Dangerous goods, heavy items and bulky orders may require specialised freight and may take longer to dispatch or deliver.

Click & Collect

Click & Collect is available free of charge from the Georgetown and West Gosford stores. Customers will be notified when their order is ready for collection and should wait for confirmation before attending the store.

Dangerous Goods

Top Shelf Flooring Accessories ships dangerous goods throughout Australia where suitable freight services are available. Chemicals, coatings, adhesives and related products may be classified as dangerous goods and must be transported in accordance with applicable Australian transport requirements.

Additional freight charges, delivery restrictions or longer delivery times may apply. Dangerous goods may not be accepted by all carriers or delivered to every location.

Freight Insurance and Damage

Freight insurance may be available for customers to select when placing an order.

If freight insurance has been selected and an order arrives damaged, the customer must:

• notify Top Shelf Flooring Accessories as soon as possible;

• retain the damaged goods and all original packaging;

• provide clear photographs of the goods, packaging and shipping label; and

• provide any other information required to lodge a claim with the carrier or insurer.

Claims may be subject to the freight carrier's or insurer's terms, conditions, time limits and assessment process.

Customers should inspect all deliveries promptly. Visible damage should be recorded with the carrier at the time of delivery wherever possible.

Incorrect or Missing Products

If an order contains an incorrect product or an item is missing, the customer should contact Top Shelf Flooring Accessories as soon as possible. Where an error has been made by Top Shelf Flooring Accessories, an appropriate replacement, collection, refund or other remedy will be arranged.

2. 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.

3. Terms and Conditions

1. Application of These Terms

These Terms and Conditions apply to purchases made from Top Shelf Flooring Accessories through its website, retail stores, telephone orders, email orders and trade accounts. By placing an order, the customer agrees to these Terms and Conditions.

2. Pricing

All prices are displayed in Australian dollars and include or exclude GST as stated. Prices may change without notice. Top Shelf Flooring Accessories takes reasonable care to ensure prices are accurate but may correct pricing, product description, stock or calculation errors before an order is supplied.

3. Product Availability

All products are subject to availability. If a product becomes unavailable after an order has been placed, Top Shelf Flooring Accessories may offer an alternative product, backorder, partial fulfilment or refund for the unavailable product.

4. Product Information and Images

Product descriptions, specifications and images are provided as a general guide. Colours and finishes may vary because of production batches, raw materials, lighting, screen settings, photography and natural variation in timber, stone or other materials. Customers should confirm critical specifications before purchasing.

5. Technical Advice

Technical information and advice provided by Top Shelf Flooring Accessories is based on manufacturer information, general industry knowledge and information supplied by the customer. Customers remain responsible for determining product suitability, inspecting and testing the substrate or work area, following manufacturer instructions and technical data sheets, complying with relevant laws, standards and safety requirements, and engaging a suitably qualified tradesperson where required.

6. Professional-Use Products

Some products are intended for use by trained flooring contractors, coating installers or other experienced tradespeople. Customers should not use professional products unless they have the necessary skills, equipment, training and personal protective equipment.

7. Dangerous Goods

Dangerous goods are subject to additional transport, storage and handling requirements. Top Shelf Flooring Accessories may restrict delivery locations, use specialised freight carriers, charge additional freight, split an order into separate shipments or decline delivery where safe and compliant transport is unavailable.

8. Heavy and Bulky Products

Heavy, oversized or bulky products may require a separate freight quotation. Additional charges may apply for tailgate delivery, hand unloading, limited-access locations, residential delivery, redelivery, waiting time and delivery to remote or regional areas. The customer must ensure suitable access and unloading arrangements are available at the delivery location.

9. Payment

Orders must be paid in full before dispatch unless an approved trade account or other written arrangement applies. Top Shelf Flooring Accessories may withhold supply where payment has not cleared or an account is overdue.

10. Ownership and Risk

Ownership of goods remains with Top Shelf Flooring Accessories until full payment has been received. Risk in the goods passes to the customer when the goods are collected by the customer or collected by the customer's courier. This clause does not limit rights that cannot legally be excluded.

11. Order Cancellation

An order may only be cancelled with the approval of Top Shelf Flooring Accessories. Special-order, tinted, mixed, cut, manufactured or customised products cannot be cancelled once processing or production has commenced.

12. Delivery Delays

Estimated dispatch and delivery times are not guaranteed. Top Shelf Flooring Accessories is not responsible for delays caused by events outside its reasonable control, including carrier delays, severe weather, natural disasters, road closures, industrial action, stock shortages, supplier delays, government restrictions and dangerous-goods transport requirements.

13. Limitation of Liability

Nothing in these Terms and Conditions excludes, restricts or modifies any consumer guarantee or other right that cannot legally be excluded under Australian Consumer Law. To the extent permitted by law, liability may be limited to replacing the goods, repairing the goods, supplying equivalent goods, refunding the purchase price or resupplying the relevant service.

14. Governing Law

These Terms and Conditions are governed by the laws of New South Wales, Australia. Any dispute is subject to the jurisdiction of the courts and tribunals of New South Wales.