Terms & Condition
Privacy, Delivery & Return Policy.
Terms & Condition
All content on this website,including logos, text, images, graphics, layout, and design, is the intellectual property of Royal Floors and protected by global copyright laws. You may not copy, alter, or reuse any content without our permission.
You may not scrape, reproduce, or separate our content from its context. Use of any part of our site for commercial purposes requires a licence from us. Breaching these terms will result in the immediate termination of your right to use the site, and any copied material must be destroyed.
You may link to our homepage only if it does not harm our reputation or imply endorsement. We may revoke linking permission at any time. Framing our site or using web crawlers to extract content is strictly prohibited.
Do not misuse the site by introducing malicious code or attempting unauthorised access. While we aim to keep the site secure, Royal Floors is not liable for any damage caused by viruses or system failures that may arise from using or downloading content from the site.
Privacy Policy
Royal Floors respects the privacy of individuals who visit our websites or visit us in store. We may collect names, addresses, email and phone numbers. This information will never be obtained without you knowingly providing it to us. All details are kept in a secure manner in our database. We do not sell or disclose this information to any other person. We do not store or keep any credit card details. We will only disclose your personal information if legally required to do so. Our staff will only access and use your personal information during the purpose of providing a professional service to you. To make the navigation of our website user-friendly we may use cookies. You should review your browser settings if you do not want to enable the use of cookies when online. This may impact the functionality of parts of our website. Royal Floors reserves the right to alter our privacy policy and display it on our website with immediate effect.
Delivery Policy
Delivery fees and times vary for different products. These are based upon the size and weight of your order and its destination. Delivery prices for orders are displayed during the checkout process, prior to payment and order confirmation and are included in the total order price. Should any changes to delivery address or time be requested then this may incur additional charges. Our delivery charges are based upon delivery to a ground floor front door. Requests to have items delivered past this point need to be requested prior to an order being placed and cannot be guaranteed by Royal Floors. Any request will be considered on courier availability and charges for additional services.
Our website will provide you with an estimated dispatch time frame for products. Typically, we are able to dispatch products from our warehouse within 24 to 72 business hours. There may be occasions where dispatch timeframes will be longer. We will endeavour to process orders as quickly as possible and will notify you via email when items are dispatched or if there may be a delay.
Risk in the product passes to you on commencement of delivery. We do not accept liability for any loss, theft or damage to the products after delivery.
As we deliver nationwide, we work with numerous delivery partners and courier companies. Your order will be delivered to the delivery address you have provided. Delivery is to the ground floor. If the delivery is to a multistorey building the delivery company will not travel past the ground floor front door.
We cannot deliver to PO boxes or parcel lockers. Additionally, a signature may be required upon delivery. Our delivery partners, in the event of being unable to deliver, may leave a card at the address which then requires you to contact them to arrange redelivery or pick up.
Royal Floors reserves the right to refuse delivery should the location be deemed as high risk of loss or damage or inaccessible. Should this be the case Royal Floors may allow you to organize your own couriers. In this event Royal Floors hold no responsibility for loss or damage caused in transit.
You agree to pay any shipping and handling charges presented to you at the time of making a purchase with us.
Some products may only be able to be delivered to metropolitan areas due to courier limitations.
You should verify that any information provided to Royal Floors is correct prior to placing an order. Should an incorrect address be provided, and the delivery returned to us then you will be billed for additional delivery charges. From placing an order with Royal Floors, you accept that we reserve the right to pass on any charges we may incur due to being provided with incorrect information. Correct phone contact details are required which may be used by a delivery partner or courier to arrange delivery. Should we, or a delivery partner or courier, be unable to deliver your order due to your error after 21 days or 2 attempts then we reserve the right to cancel an order. In these circumstances we will refund an order less any incurred delivery and handling fees.
Return & Refund Policy
Cancellations, Refunds, and Returns Policy
Order Cancellations
If you wish to cancel an order, you must do so before the dispatch process begins. Once an order has entered the dispatch stage, cancellations or changes may not be possible. If you need to modify or cancel your order, please contact us immediately, preferably by phone for a quicker response.
Once an order has been shipped, it cannot be cancelled or modified. However, your rights under the Australian Consumer Law (ACL) remain unaffected.
Damaged or Faulty Items
We take great care in ensuring that products are delivered in good condition. However, if your order arrives damaged, please follow these steps:
Before accepting delivery:
If the packaging is visibly damaged, take clear photos or videos and refuse the delivery.
Contact us immediately so we can address the issue with our delivery partners and suppliers.
After accepting delivery:
If you later discover damage, please take photos or videos clearly showing the issue.
Contact us within three (3) business days of receiving your order so we can assess the situation and determine the best course of action.
We will seek to resolve the issue based on the circumstances. Possible solutions may include:
- Arranging a repair or providing compensation for a self-repair.
- Sending a replacement product (subject to availability).
- Offering a partial or full refund or store credit.
- Organising the return of the damaged item at our expense.
Under Australian Consumer Law, you are entitled to a repair, replacement, or refund if the item has a major defect.
Incorrect Items Shipped
If we mistakenly send you the wrong item, please contact us as soon as possible. We will:
Arrange for the correct item to be shipped to you at no additional cost.
Organise the collection of the incorrect item at our expense.
Returns & Exchanges
We do not offer exchanges. If you wish to order a different item, you are welcome to place a new order.
Change of mind returns are not accepted, in line with Australian Consumer Law.
Returns are only accepted when an item is faulty, damaged, or not as described under ACL guidelines.
For any concerns or further assistance, please contact our customer service team.
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