Refunds, Deposits & Cancellations

We're a small Sydney family business. We'll always do the right thing under the Australian Consumer Law and beyond. Deposits secure your install date and stock; once work has started or product has been cut to your room sizes, deposits become non-refundable.

Cancel in writing within 48 hours of paying your deposit and we will refund 100% of the deposit, no questions asked.

Once materials have been ordered (typically 3–7 business days after deposit), the deposit becomes non-refundable to the extent of supplier restocking fees and any custom-cut, custom-coloured or made-to-order products. Any unused balance will be refunded to you within 14 days. We will always provide an itemised statement.

Once installation has begun, you are liable for: (a) all materials supplied to site; (b) all labour performed up to the point of cancellation; and (c) reasonable demobilisation costs. Any deposit balance after these costs will be refunded within 14 days.

If your floor has a workmanship defect, we will rectify it free of charge under our 10-year written workmanship warranty. See our Warranty page. This is in addition to your rights under the Australian Consumer Law.

Manufacturer faults are covered by the product warranty (typically 25 years to lifetime). We will manage the warranty claim on your behalf at no charge — including replacement product and re-installation labour — provided the product is still under its manufacturer warranty.

Nothing in this policy excludes, restricts or modifies any rights or remedies you have under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage.

Approved refunds are made via EFT to the original bank account within 14 business days. Refunds for credit-card payments are returned to the original card.

Email hello@localflooringsydney.com.au with your invoice number and reason. We will respond in writing within 2 business days.