Return & Refund

At Award Carpets, customer satisfaction is important to us. If you are not completely happy with your purchase, please review the policy below to see if your item is eligible for return or exchange.

🔄 Change of Mind Returns & Exchanges

We accept returns or exchanges for change of mind within 14 days of delivery or pickup, provided:

• The product is in original condition and unused

• It is a stocked item (custom or special orders are not returnable)

• Proof of purchase is provided

• For inspection purposes, packaging may be opened but products must remain unused and in resaleable condition

Please note:

• A 25% restocking fee applies to all change of mind returns

• Exchanges for different products may be subject to the restocking fee

• Return shipping or transport costs are the customer's responsibility

📋 How to Return or Exchange

1. Contact us on 07 3801 1066 or email us with your order number
2. Receive return authorization and instructions from our team
3. Safely package and return the item as directed
4. Once received and inspected, we'll process your refund or exchange

⚠️ Non-Returnable Items

We do not accept returns on:

• Custom cut, made-to-order or special order items

• Clearance or sale items marked "Final Sale"

• Products that have been installed, altered, damaged, or used

🛠️ Damaged or Faulty Items

If your product arrives damaged or is found to be faulty:

• Please contact us within 7 days of delivery

• Include your order details and clear photos of the issue

• We will arrange inspection and offer a refund, replacement, or repair, in accordance with Australian Consumer Law

• No restocking fee applies to damaged or faulty items

🛡️ Manufacturer Warranties

Many of our flooring products come with manufacturer warranties that cover defects in materials or workmanship. These warranties are separate from our return policy and may have different terms and conditions. Please refer to the specific product warranty information or contact us for details.

💳 Refunds

• Approved refunds will be processed to the original payment method

• Please allow up to 10 business days from the date we receive your returned item for the refund to appear in your account

• Refunds will be issued less any applicable restocking fees and return shipping costs

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🙋 Need help with a return?
Feel free to contact us on 07 3801 1066 — our team is here to assist with your request.