Returns & Refunds Policy
- Your Rights Under the Consumer Guarantees Act 1993
At Floor Home Ltd, we guarantee the quality of our products. As a consumer in New Zealand, you are protected by the Consumer Guarantees Act 1993 (“CGA”). This means our flooring and related products must be of acceptable quality, fit for purpose, and match their description.
This policy outlines how we handle returns and refunds, and it does not limit your rights under the CGA.
- When You Are Entitled to a Return or Refund
You are entitled to a solution under the CGA if a product has a fault.
- Major Failure: You are entitled to choose between a refund, replacement, or A major failure is a serious problem that would have stopped a reasonable consumer from buying the product. Examples include:
- The product is
- The product is significantly different from the sample or
- The product is not fit for its normal purpose as flooring and cannot be easily
- Minor Failure: We will fix the problem (e.g., by repairing or replacing the faulty items) within a reasonable If we cannot fix it, you are entitled to a refund.
- Change of Mind or Incorrect Ordering
We understand that sometimes you may change your mind. Please choose carefully.
- We offer a return or exchange for change of mind or incorrect ordering (e.g., you don’t like the colour, ordered the wrong style, or over-ordered) only if:
- The product is in its original, unopened packaging and in a re-saleable
- The product has not been cut, modified, or
- You contact us within 7 days of receiving the
- An Administrative & Handling Fee of $100 will apply to all change-of-mind returns or This fee covers the cost of processing, restocking, and inspecting the returned goods. The fee will be deducted from your refund amount.
- Important Conditions for All Returns
- Proof of Purchase: A valid receipt or invoice is required for all
- Natural Variation: Timber, laminate, and vinyl products have natural variations in colour, grain, and These are not faults but characteristics of the product. We recommend viewing samples and checking batch numbers before purchase and installation.
- Installed Products: Products that have been cut, modified, or permanently installed cannot be
returned for a change of mind or incorrect ordering.
- Process for Making a Claim
To request a return or report a fault, please contact us with your proof of purchase:
- Email: floorhome2020@gmail.com
- Phone: 0210618900
- Address: Floor Home Ltd, 8 Fort Richard Road, Ōtāhuhu, Auckland 1062
We will assess the issue and guide you through the next steps, which may require an inspection or you to bring the product to our address.
- Shipping Costs for Returns
- For returns due to a fault with the product, we will cover the reasonable cost of returning the goods to us.
- For change-of-mind returns, you are responsible for the cost of safely returning the goods to our address, in addition to the $100 administrative
Contact Us
If you have any questions about this policy or your rights, please get in touch. Floor Home Ltd
8 Fort Richard Road, Ōtāhuhu, Auckland 1062 0210618900
