Terms of service

Last updated: 26 Oct 2026

1. Scope of these terms
These terms apply to every sale of flooring, rugs, accessories and installation services by Sydney Art Flooring ABN 23 605 610 080 ("we", "us"). They cover orders made in our showroom, by phone or email, through our website, or by accepting a written quote.

Payment of the deposit or any part payment constitutes full and unconditional acceptance of the Terms & Conditions herein. No signature is required for these Terms & Conditions to be legally binding. Nothing in these terms takes away rights you have under the Australian Consumer Law (ACL). If any term conflicts with the ACL, the ACL prevails.

2. Our products
Sydney Art Flooring is a Sydney flooring retailer and installer. We sell two kinds of product:

Our own ranges and manufacturer-direct products, which we buy straight from the factory.
Supplier products, which we buy through Australian wholesalers and distributors.

Alongside flooring, we also sell rugs and carpet. Sections 11 and 12 set out the extra terms that apply to them.

Each product's specifications, installation guide and warranty come from the company that makes it. We'll tell you which category a product falls into if you ask.

3. Samples, colour and natural variation
Photos, renders and screen colours are a guide only. Samples and showroom boards show the typical look of a range, not every board you will receive. We recommend seeing a physical sample before you order.

Flooring varies between boards and between production batches:

Timber has knots, grain changes, mineral streaks and colour differences, and it changes colour with sunlight over time.
Hybrid, laminate and other manufactured floors can vary slightly in shade, print, texture and size within the maker's tolerances.

This variation is normal and is not a defect on its own. Because batches differ, we can't promise that a later order will match an earlier one, so order enough for the whole job.

Allow for waste: As a guide, add about 10% for straight-lay planks and 20% for herringbone and chevron. Your installer may advise more. Keeping a box or two for future repairs is a good idea.

4. Quotes, prices and payment
Payment of the deposit secures your material and quoted price for three (3) months only. Until the deposit is paid, quoted prices and stock are not reserved and may change.

Quotes are valid for [7] days unless the quote says otherwise. All prices are in Australian dollars, plus GST.
Your order is confirmed when we receive the deposit shown on your quote or invoice. From that point, we allocate or order your stock, subject to the three-month reservation period.
The balance is due no later than three working days before delivery, collection or your installation date. If it isn't paid by then, we may postpone delivery or installation, and rescheduling costs may apply. We may hold goods until they are paid for in full.
If a price or description is clearly wrong because of a typing or system error, we'll contact you before going ahead. You can then accept the correct price or cancel for a full refund of what you've paid.

Cancellations and changes. Please tell us in writing.

A minimum cancellation fee of 20% of the total invoice amount applies if you cancel your order. Once stock has been secured, allocated or cut for you, cancellation is prohibited and the full order price is payable.
If you wish to change your order before stock has been modified or cut for you, you may do so subject to a restocking fee and any difference in product price. Special orders remain subject to section 5.
If your order is not finalised within three (3) months of payment of the deposit, we reserve the right to cancel the order and apply the standard cancellation fee, or charge reasonable storage fees for materials held beyond that period. If the order is not finalised within three (3) months of the invoice date, increases in material, labour, freight, supplier or other associated costs due to unforeseen circumstances or market conditions may be passed on to you, and the invoice adjusted before the order is finalised.

Fees and card payments.

Rescheduling: a $500 administration fee applies if you change the agreed installation date with less than 72 hours' written notice.
Call-out: if installation cannot proceed because the site is unprepared or for any other reason attributable to the client, a $500 call-out fee applies to cover the installer's lost workday.
Card on file: you authorise us to charge your nominated credit or debit card for any balance still owing after the due date. We'll send you a receipt when we do.

5. Special orders and discontinued ranges
Some items are made or imported just for you, such as custom stair nosing, special colours and non-stock quantities. Once we've placed that order with the factory or supplier, it can't be cancelled or changed. Please check sizes, colours and quantities carefully before you approve a special order.

Ranges, colours and finishes can be discontinued by us or by the manufacturer. We can't guarantee future stock or an exact replacement, so buy enough for current and planned stages of your project.

6. Stock, delivery and collection

We hold stock in our own warehouses. When your order is ready, we'll contact you with the warehouse address for collection, or to book a delivery date.
Lead times are estimates. Imports, factory schedules, carriers and weather can cause delays, and we'll keep you updated if your order is held up.
For delivery, the site must be reachable by a truck and someone must be there to receive the goods. Flooring is heavy, so arrange help to unload and carry it. Our delivery is door to door, and we don't move products inside the premises.
Reasonable storage fees may apply for materials held beyond the three-month reservation period described in section 4.
Risk in the goods passes to you when they are collected or delivered. Ownership passes when you have paid in full.

7. Check your flooring before it goes down
Please check every delivery as soon as you can, and before any boards are laid. Look for transit damage, missing or wrong items, and boards whose colour or finish looks clearly out of range.

Take photos and tell us within 1 business day of delivery or collection. Keep the packaging undamaged and keep the delivery paperwork.
If something looks wrong, stop and call us before installing. We'll inspect it and sort out a replacement where needed.

Problems that were visible before installation are far easier and cheaper to fix before the floor is laid. Hidden defects that only appear later are still covered by your ACL rights.

8. Supply and installation jobs
When we install, your written quote and invoice set out exactly what's included. Anything not listed is not included unless we agree to it in writing.

Site information: Before we order, please tell us about the subfloor type, existing floor coverings, stairs, access, parking and anything unusual about the site. Our quote relies on this information.

Subfloors: The subfloor must be clean, dry, sound and flat enough for the chosen floor. Floor preparation, levelling, moisture testing, grinding, removal of old flooring and repairs are separate additional charges unless expressly included in your quote. We can only price floor preparation once the existing floor covering has been removed and our technical team has assessed the subfloor, which happens after you have paid your deposit. The subfloor's moisture content must be below 4%. If installation cannot proceed because of the subfloor's condition, you will pay the reinstatement costs, including the cost of our return visit. Additional preparation work requires your approval before we proceed.

Variations: If we find something on site that wasn't known when we quoted, such as damp, an uneven slab, a missing moisture barrier or rotten boards, we'll stop, explain the issue and give you a written price or advise you on next steps. We won't do the extra work until you approve it.

Installation day:

Our installers arrive between 8am and 12pm. We can't give an exact arrival time, or say exactly how long the job will take.
Please be at the property when the installers arrive and until the work is finished.
Arrange parking and lift access for the installers on each installation day.
Provide clear, clean access to every installation area, with working 240V power and water.
Moving furniture and adjusting door heights (door shaving) are your responsibility unless your quote includes them. Our team isn't insured for these services, and we're not liable for damage caused when they're done by you or others.

Product rules: We install every product to its maker's instructions. For example, floating hybrid and laminate floors usually can't have kitchen islands or cabinetry fixed on top of them, and some timber floors are only approved for certain underfloor heating systems. We'll tell you about any limits that apply to your product once you tell us your requirements.

Not included unless quoted

Vacuuming and detailed cleaning after installation.
Skirting boards: we are not responsible for patching, filling or painting skirting boards.
Choosing or placing specific boards. We don't select, set aside, sort or place boards in particular areas by colour, grain or natural timber features.

After installation:

Please inspect the finished work, including any stairs, before the installers leave, and point out any issues so they can be fixed on the spot.
If you raise a complaint about the product or installation later, please give us access to inspect it during business hours, Monday to Friday, 9am to 5pm.
Problems you notice later, or that weren't visible on the day, are still covered by your ACL rights.

9. Supply-only orders
If you buy flooring without our installation, you choose and engage your own installer. We're not responsible for their workmanship.

Your installer should check the boards before laying, assess and prepare the subfloor, and follow the product's installation guide, including the adhesives, underlay and expansion gaps it specifies. We can give you the installation guide on request for any product we sell. Faults caused by incorrect installation are not product defects.

10. Returns
We do not offer refunds or returns for change of mind, except for the rug exchanges described in section 11 and order changes described in section 4. This includes leftover or over-ordered boxes, a change of colour or design, or a decision not to go ahead with the project, even if the boxes are unopened.

We stock and order flooring to match each customer's order, so please confirm the product, colour, quantity and installation method before paying your deposit. Ask your installer to check your measurements if you're unsure.

This policy doesn't affect your right to a remedy under the ACL if goods are faulty, don't match their description or sample, or aren't fit for the purpose you told us about.

11. Rugs
Rugs are sold under these terms, with the additions below.

Change of mind and exchanges: We do not offer refunds if you simply change your mind or make a wrong decision. We will exchange standard rugs within 48 hours of delivery or collection, provided they are returned in showroom/saleable condition. This exchange policy does not apply to custom orders. Please check the size, colour and texture before purchasing.

Natural variation: No two handmade rugs are identical, and a rug in the same design and size as a sample won't match it exactly. Rug colours can look different under different lighting and on screens. Handmade and wool rugs can vary slightly in size, pattern and colour, and new wool rugs shed loose fibres for the first few months. These are normal and are not faults.

Lead times and sizes: Rugs on order usually reach our store in 1–2 weeks, but can take 4–6 weeks. Custom rugs can take 14 weeks or longer. Stated rug sizes are approximate.

Custom rugs: Custom-made rugs can't be exchanged or refunded once ordered, unless they're faulty.

Damage on delivery: Check your rug as soon as it's delivered, before you use it.

Report any damage within 24 hours of delivery, with photos of the rug and its packaging.
Keep the rug unused, and keep the packaging, until we've inspected it.
We'll inspect the rug and confirm whether it was damaged at delivery. If it was, we'll replace it or, if a replacement isn't available, refund you.

Your consumer rights: This inspection step helps us resolve delivery damage quickly. It doesn't limit your ACL rights if a rug is faulty, including faults that weren't visible at delivery.

12. Carpet
Carpet is sold under these terms, with the additions below.

Shading: cut-pile carpets can show pile reversal, which looks like shading or "water-marking". This is a characteristic of cut pile, not a fault.
Vacuuming: don't use turbo or rotating vacuum heads on wool loop-pile carpet, as they can damage the fibres.
Stains: no carpet is fully stain-proof. Manufacturer stain warranties usually exclude stains from anything other than food and drink, from vomit and other bodily fluids, and from strongly coloured foods and drinks such as mustard, curry, tea and coffee.
Colour: manufacturers try to match dye lots, but your carpet's colour will vary from the showroom sample.

13. Caring for your floor

Timber, bamboo, laminate and hybrid floors

Don't put water on the surface. Clean with the method in the product's care guide.
Fit coverings on windows and glass doors that filter UV light. Strong sun fades colour and can create hot spots that lead to cracking, splitting and damage.
Keep indoor humidity steady between 50% and 65% for timber, bamboo and laminate.

Stairs: Stairs are high-traffic areas and will experience higher rates of deterioration and greater potential for damage. Stair installation must be inspected by the client, after which Sydney Art Flooring is not responsible for any damage.

Normal use: Floors are for normal foot traffic. If you plan any other use, such as commercial traffic, tell us in writing first so we can confirm the product suits it.

Damage we're not responsible for: We're not responsible for damage caused by:

Accidental or deliberate damage, other than damage caused by our staff or contractors
Stiletto heels, castor chairs, and metal or hard furniture ends, whether furniture is standing on the floor or being moved
Water from spills, leaks or flooding, or moisture coming up through the subfloor
Other trades, such as builders or cleaners, working on or interfering with the floor. This also voids our workmanship guarantee.

14. Warranties and your consumer rights
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Product warranties: Each product carries the warranty issued by its manufacturer or supplier. The length, cover and conditions vary by product, and we'll give you the warranty document on request. We'll lodge and manage claims with the manufacturer or supplier on your behalf. These warranties are in addition to your ACL rights.

Installation workmanship: We guarantee that flooring will be installed in a proper, tradesman-like manner in accordance with industry standards. We do not warrant the existing subfloor or its condition. Your rights under the ACL remain unaffected.

Making a claim: Contact us with your invoice, photos, the product name and batch number if you have it, and details of the installation. The manufacturer may need to inspect the floor before deciding a claim.

What product warranties don't cover: Unless the ACL says otherwise, manufacturer warranties usually exclude:

Installation that didn't follow the product's guide, or flooring laid with visible faults
Subfloor problems, moisture, leaks, flooding or building movement
Wrong cleaning products, lack of maintenance, misuse, or normal wear and tear
Scratches, dents and impact damage
Natural timber features and normal colour change
Repairs or changes made by someone not authorised

What a manufacturer warranty pays for, such as whether it covers labour to lift and relay, depends on that manufacturer's terms. Your ACL rights, including compensation for reasonably foreseeable loss, apply regardless.

15. General
Delays outside our control: If events we can't reasonably control, such as severe weather, port or shipping disruption, factory shutdowns or government restrictions, delay your order, we'll tell you as soon as we can.

Privacy: We handle your personal information under our Privacy Policy.

Governing law: These terms are governed by the laws of New South Wales.

Entire agreement: The Terms & Conditions herein constitute the entire agreement between you and Sydney Art Flooring, with the described goods, services and price set out in your quote or invoice. Previous oral statements neither induced its execution nor form part of it. This does not restrict your rights under the Fair Trading Act 1987 (NSW) or the Competition and Consumer Act 2010 (Cth), including the ACL.

Ownership of goods: All goods supplied remain the property of Sydney Art Flooring until full payment is received. Sydney Art Flooring shall have the full, unfettered right to enter the premises for removal of such items, if payment is not received.

Contact us
Sydney Art Flooring
ABN: 23 605 610 080
Showroom: Shop 2, 570 Oxford Street, Bondi Junction NSW 2022
Phone: 02 9389 2707
Email: info@sydneyartflooring.com.au
Website: www.sydneyartflooring.com.au