Payment & Refund

With one of Australia's largest ranges of flooring, we get asked a lot of questions. As such, we've put together a collection of the most common ones below.

This payment and refund policy applies to (herein referred to as "Online Flooring Store") and websites owned by Online Flooring Store.

Our payment and refund policy has been devised to define the situations under which Online Flooring Store will accept payments, provide a refund, the procedure for claiming a refund, and in what circumstances a refund is issued.

By purchasing any of our products, you are declaring that you accept and agree to all the terms and conditions outlined in this payment and refund policy.

Note: all pricing on Online Flooring Store is in Australian dollars and is inclusive of GST.

Payment policy

1. Payment models

We offer two different payment models:

1.1 On-site: When a client wishes to purchase products directly on the Online Flooring Store website, goods must be paid for in full at the time of purchase. This is completed by using one of our online payment processors, Stripe or PayPal (see below for more details).

1.2 Off-site: Clients that contact us for an individual quote can pay via any of the methods below. Payment must be paid in full before we ship the products.

2. Payment methods

We offer the following payment methods to all our clients:

2.1 Direct debit payment: Online Flooring Store will issue an invoice through our accounting software, Xero, and the client agrees to transfer the agreed funds via direct debit to our nominated bank account on the invoice.

2.2 Credit card payment: Clients have the opportunity to pay via Visa, Mastercard or American Express using the Stripe platform. This can be done online on our website, or through a dedicated link sent to clients through individual invoices.

2.3 PayPal payment: Clients have the opportunity to pay via PayPal. This can be done online on our website, or through a dedicated link sent to clients through individual invoices. The client can pay using their PayPal funds or a nominated bank account or credit card of their choice.

2.4 Afterpay payment: With Afterpay, you can enjoy your purchase immediately and pay later using 4 easy, interest-free instalments. Customers have the opportunity to sign up or login to their Afterpay account during checkout.

3. Payment failure

The client understands that if payment is not made in full, products will not be shipped to their nominated address.

4. Cancellation

Clients may cancel an order by emailing or calling 1300 174 385 to request a cancellation.

Cancellation can only occur before an order is shipped.

For accepted claims,  all cancellations incur a re-stocking fee which varies from supplier to supplier.

Any freight charges incurred by Online Flooring store are deducted from the refund also.

5. Disputes

  • If you believe that a fee has been charged incorrectly, we request you to bring this to the attention of Online Flooring Store immediately.
  • Should a payment have been made incorrectly, this will be refunded within 3 business days or applied to a future transaction at your discretion.
  • If you are unhappy with any dispute outcome, we recommend that you contact your financial institution to investigate the matter further.

Refund policy

1. Refund eligibility

1.1 Full refund: Full refunds are only offered if the product is found to be faulty.

1.2 Change of mind: It is possible to return products that haven't been used, but it is often more expensive to return the product than to keep it. Most suppliers have the following terms:

  • Unused products must be returned to the supplier by the consumer at the consumer's expense within 30 days of dispatch.
  • The supplier will inspect the product and any that is in a resalable state can be claimed on. This is entirely at the supplier's discretion and they claim no responsibility for if the product is damaged in transit.
  • Any resalable product will be refunded the price of the product, less a 25% restocking fee.

2. Filing a refund claim

If you are not satisfied with any of our services or products, we encourage you to contact us before filing for a refund. We will do our utmost to solve any issues or concerns surrounding your order.

If you're eligible for a refund and would like to proceed with the refund process, please email or call 1300 174 385.

When contacting us, mention your case in detail. This will assist us in quickly resolving your case.

3. Refund processing

If we decide to issue you a refund after studying your claim, we'll calculate the refund amount and contact you within 5 business days to organise suitable payment for the refund.

Updates and changes to our payment & refund policy

Online Flooring Store reserves the right, at any time, to modify these terms to reflect changes in our payment and refund policy.

We shall post any such changes on this page and notify all existing clients of changes to this policy. Clients can choose whether they wish to accept said changes or discontinue purchasing our services or products.

Any such modification will be effective 15 days after publishing on the website.

(Last Updated: June 2, 2023)

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