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Refund, Return and Cancellation Policy

This policy explains when an order can be returned, exchanged or cancelled. Rugs and other items bought through our online store are treated differently from flooring and carpet supplied and installed, because the payment and cancellation terms are different. The section that applies to you is the one that describes what you bought.

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law.

RUGS AND ONLINE RUG ORDERS

  • Change of mind. We do not offer a refund if you change your mind or select the wrong rug.
  • Exchange. Rugs in the 160 x 230 cm and 200 x 290 cm sizes may be exchanged within 72 hours of purchase. Only these two sizes are eligible for exchange.
  • Condition. A rug presented for exchange must be in original, saleable showroom condition: unused, undamaged, unmarked, and with its original packaging and labels.
  • Custom orders. Custom or specially ordered rugs cannot be refunded or exchanged.

These terms match the terms printed on our rug invoices.

FLOORING AND CARPET: SUPPLY AND INSTALLATION

  • Cancellation before installation. Where cancellation is still possible, an administration and restocking fee of 15% of the contract value applies.
  • Carpet already prepared. Once carpet has been cut, shaped or otherwise prepared for your job it is job specific. The order cannot be cancelled, and the full order amount remains payable under the contract.

These terms match the Terms and Conditions printed on our flooring and carpet invoices.

FAULTY OR DAMAGED GOODS

If a product is faulty, damaged in transit, or not as described, contact us as soon as you notice the problem. Under the Australian Consumer Law you may be entitled to a repair, replacement or refund, and we will cover the reasonable cost of returning a faulty item.

Faulty items must be returned in their original condition, with proof of purchase.

HOW TO REQUEST A RETURN, EXCHANGE OR CANCELLATION

Email info@paylessflooring.com.au, call your showroom, or visit us in person, and one of our staff will help you with the process.

  • Castle Hill — Shop 85B, South Building (Floor 3), Hills Super Centre, 16 Victoria Avenue, Castle Hill NSW 2154. (02) 8606 4840
  • Belrose — Shop 1.10, Belrose SUPER Centre, 4-6 Niangala Close, Belrose NSW 2085. (02) 9486 3502

You can also reach us through our Contact page. Delivery times and freight costs are set out in our Shipping and Delivery Policy.

Last updated: 23 August 2026