Terms + Conditions

  • Overview

    This website is operated by Contract Floor And Wall Systems Pty Ltd As Trustee For Pottharst Family Settlement Trust trading as Terrace Floors + Furnishings. Throughout the site, the terms “Terrace Floors + Furnishings”, “Terrace Floors”, “we”, “us” and “our” refer to Terrace Floors + Furnishings. Terrace Floors + Furnishings offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

    By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content. Any reference to 'you', 'the customer', or 'the purchaser' refers to the individual or entity listed on any tax invoice, purchase order, or quotation, accessing the website, or requesting a service from Terrace Floors + Furnishings.

    Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

    Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

  • Online Store Terms

    By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence, and you have given us your consent to allow any of your minor dependents to use this site.

    You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).

    You must not transmit any worms or viruses or any code of a destructive nature.
    A breach or violation of any of the Terms will result in an immediate termination of your Services.

  • General Conditions

    We reserve the right to refuse service to anyone for any reason at any time.

    You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.

    You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided, without express written permission by us.

    The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

  • Disclaimer

    By accessing or using this website, you agree to these terms or conditions (as they may be updated, at our discretion, from time to time). Please note that although every effort is made to photograph our products accurately, we cannot guarantee every computer monitor will accurately depict the actual colour of the merchandise. Please contact us with any questions about the colour before purchasing.

  • Security, Confidentiality + Privacy

    We aim to provide all of our customers with a safe online shopping experience. Our system encodes your credit card and contact details to ensure safe transfer to us. The records of all activities you undertake or record using our website will remain strictly confidential and will only be disclosed to our employees and contractors for the purposes of fulfilling your order. We do not disclose any information to third parties. We respect your privacy and personal information and comply with the Australian Privacy Principles contained in the Privacy Act 1988 (Cth). We may use your email address to send our email newsletters and other announcements regarding promotions, new products and special features. Should you wish to be removed from our mailing list at any time, please email info@terracefloors.com.au.

  • Marketing Communications + Privacy

    Terrace Floors + Furnishings only collects personal information when you knowingly provide it. Personal information is collected in a number of ways, including directly from you collected over the phone via email or fax, within marketing activities and invitation responses, and when you submit information to us through our website (e.g. by email, chat, or cookies).

  • Promotional + Marketing Material

    Your contact details may be used by us for the purposes of sending marketing correspondence or invitations to you. We acknowledge and respect an individual’s choice to opt-out of our direct marketing communications and activities. Should you decide you do not wish to receive marketing or promotional materials from us, please contact us via email: info@terracefloors.com.au

  • Payment Options

    You can pay by your credit card on our website or you can call us on 08 8274 1125 to place your order, and provide us with payment and address details. All online orders require full payment for an order to be placed. Please contact us prior to purchasing online if you wish to check the availability of an item.

    For in-store orders, full payment is required if goods are in stock and available at the time of purchase.

    Goods that need to be ordered will require a 50% deposit and the balance to be paid prior to pick up or delivery taking place.

    We accept payments by cash, cheque, direct deposit and credit for in-store and over-the phone purchases. Please note a 1% surcharge may be applied to credit card payments.

    We accept Visa, Mastercard + Amex for in-store and over-the-phone payments

    Terrace Floors + Furnishings uses Stripe to process all payments made through our online store. Please refer to https://stripe.com/au/checkout/legal for their terms of use.

    Currency

    All amounts listed on website are in Australian Dollars (AUD).

  • Accuracy, Completeness + Timeliness of Information

    We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk.

    This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.

  • Modifications to the Service + Prices

    Prices for our products are subject to change without notice.

    We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.

    We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service or products.

  • Quotations

    All quotations given by consultants are valid for a period of 14 days from the supplied date. After 14 days the quotation is subject to price fluctuation and site check (where applicable).

  • Products or Services

    Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to return or exchange according to our Return Policy or the policies of our suppliers.

    We have made every effort to display as accurately as possible the colours and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any colour will be accurate.

    We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited.

    We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.

  • Accuracy of Billing + Account Information

    We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

    You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

    For more detail, please review our Returns Policy.

  • Optional Tools

    We may provide you with access to third-party tools over which we neither monitor nor have any control nor input.

    You acknowledge and agree that we provide access to such tools “as is” and “as available” without any warranties, representations, or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.

    Any use by you of optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).

    We may also, in the future, offer new services and/or features through the website (including, the release of new tools and resources). Such new features and/or services shall also be subject to these Terms of Service.

  • Liability

    Notwithstanding any other provision of this agreement, we shall have no liability to you (whether for breach of contract, negligence or on any other basis) for loss of use, profit, revenue, business, contract or anticipated benefit or saving, or for any delay, increase in operating costs or for any special, indirect or consequential loss. Otherwise, our maximum aggregate liability to you (whether for breach of contract, negligence or on any other basis) is limited to the price of the product in respect of which such liability may arise.

  • Our Intellectual Property

    Unless otherwise indicated, we own the copyright and other intellectual property rights (“IP”) in the content on this website. Some of the IP in the content may be owned by someone else and is included on our website under a license or agreement. All copying, downloading, reproduction, distribution adaptation, modification or communication of the site or any content is prohibited except with our prior written permission. The site contains trademarks which are registered or otherwise protected by law. You are not permitted to use these trademarks except with our prior written permission.

  • Links From This Website

    Our website may be linked to other websites over which we have no control. We make no representations about the accuracy of information contained on those websites. We are not liable for the content on those websites.

  • Third-Party Links

    Certain content, products and services available via our Service may include materials from third-parties.


    Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties.
    We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.

  • Governing Law

    This agreement shall be governed by the law of South Australia, Australia and the parties agree to submit to the jurisdiction of the courts of that State and any courts having appellate jurisdiction from them.

  • Spam

    We publish electronic addresses on this website to facilitate communication relating to our business functions. We give no consent to receiving unsolicited commercial electronic messages or SPAM.

  • General Warranty + Refunds

    Terrace Floors + Furnishings is subject to the terms and conditions of manufacturers, suppliers and distributers, for more information please contact us or check the manufacturer’s website.

    Terrace Floors warrants all goods according to our own or manufacturers conditions, except for fragile items (section: Fragile Goods), from manufacturing defects that is, material and workmanship for a period of 12 months.

    Whilst we have a warranty on most of our products, it does not cover normal wear and tear, commercial use, damage arising from abnormal use, improperly maintained or modified goods.

    Any claims after 48 hours will be treated as warranty claims and delivery/pickup charges will apply.

    Products will be repaired or replaced, depending on product circumstances and it is solely at the management discretion.

    Refunds: Refunds are only available on full-priced items.

    Sale itemsSales items purchased during a promotion, are a final sale. From time to time, specific items may be reduced due to being discontinued, display stock or for minor damage or imperfections. Reduced items are a final sale. No exchanges or returns of sale or reduced items are accepted at any time.

  • Damaged Goods Refund Policy

    It is important that the buyer inspects all goods within 48 hours of receipt of goods. Damages must be reported within 48 hours of receipt of goods and customers must adhere to the claims process, including proof of damages and assisting with the arrangement of goods to be returned for inspection (as required). Faulty claims outside of the 48-hour reporting period will be treated as a warranty claim and, the customer will bear the delivery costs incurred in the claim process.

    We will not refund or replace a product where in our reasonable opinion the product has, following the sale to you, become of unacceptable quality due to fair wear and tear, misuse, failure to use in accordance with manufacturer's instructions, using it in an abnormal way or failure to take reasonable care.

    Upon arrival of your boxes and/or rolls, please note any damage to the boxes/rolls as well as any damage to the items themselves. If you feel that the damage to an item or a box is too severe, please refuse the package(s). Where more than one package is collected/delivered, you may refuse only the damaged packages if others are in good condition.

    To submit a claim, please visit our claims page.

  • Fragile Goods

    Please note that with fragile items or those with a gloss finish (such as mirrors, glass, marble, any artworks), we require that any faults or damage (i.e., scratching) are reported within 24 hours of receipt of goods. For more information on products covered under this clause please contact us.

  • General Care + Maintenance Requirements

    The product/s we offer are designed to specifications of a high standard, however the life of the product/s will depend on proper care and maintenance. Please obtain and follow carefully, the appropriate care and maintenance instructions for your product/s. Inappropriate cleaning methods, above average or excessive loading and wear, misuse or the failure to properly care for the product/s may result in costly repairs and could void your warranty.

  • Payment Terms for Furniture + Rugs

    Full payment is required if goods are in stock and available at the time of purchase. Goods that need to be ordered will require a 50% deposit at time of purchase and the balance is to be paid prior to pick up or delivery.

  • Rug Terms + Conditions

    Our rugs are individually handcrafted items and as such they are subject to the following variations, which are not considered faults or defects:

    • Size: being a handmade article, the size can vary by +/-3% from the size ordered.
    • Colour: the Products are made primarily from natural and undyed fibres. Every effort is made to ensure there is minimal colour variation, however some variation can be expected.
    • Fading: Placing rugs in direct and continuous sunlight will cause them to fade. Charcoal colour products are particularly prone to fade in natural light/sunlight. Some colour may transfer on light coloured surfaces. Rotate your rug regularly to minimise damage caused by natural light.
    • Design & Construction: Minor variations may be evident, which is because the Product is a handmade item including line/weave thickness.
    • Shading: Due to changes in pile and weave direction, shading may occur and is a natural characteristic of carpets and rugs.
    • Shedding: Our hand made rugs are made from all natural fibres. Natural fibre rugs will initially shed loose fibres, this is a normal process. The removal of any loose fibres will be hastened by regular vacuuming using a good quality upright vacuum cleaner.
    • Pilling can occur due to traffic, moving furniture, vacuuming or other mechanical agitation. This can be trimmed with scissors.
    • Pop ups: Due to the type of weaving, there will be short fibres popping up while the rug settles. This can be trimmed or pushed through.

    Our rugs are handmade and are therefore unable to have an unconditional warranty. However, we will repair or replace any rug if it is defective during the 12 months from the date of purchase provided the rug was used for normal household purposes and maintained in accordance with the care instructions.

    Any improper or negligent use or neglect will void this warranty. The warranty applies to household residential use only and not to any commercial, contract, rental, trade, institutional or other non-residential use. If you wish to make a claim under this warranty, you must provide photographic evidence to support your claim.

    You must also send us:

    • The invoice number and date of purchase; and
    • A top shot of the product with two close-up images of the defect.

    For the avoidance of doubt, a product is not defective if there is a manufacturing variation referred to above.

    Subject to the above and subject to any condition, warranty or right implied by, or any statutory consumer guarantee contained in, any law (including the Competition and Consumer Act 2010 (Cth)) which cannot by law be excluded by agreement:

    • We give no warranties if any expressly set out in these terms and conditions; and
    • All implied conditions, warranties and rights are excluded.

    The following only applies if you are located in Australia and deemed a “consumer” under the Australian Consumer Law (ACL) and may not apply in your particular case. Our products come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure. You are also entitled to have the products repaired or replaced if the products fail to be of acceptable quality and the failure does not amount to a major failure. By stating these rights, we do not vary or extend the remedies otherwise available to you. The name, business address, telephone number and email address of the person giving this warranty are:

    Terrace Floors + Furnishings
    ABN 83 176 101 380
    51 Glen Osmond Road, Eastwood, SA, 5063
    Ph. 08 8274 1125
    Email: info@terracefloors.com.au

  • Rug Returns + Exchange Policy

    We want you to love your purchase, so if you are not completely happy, you may return a product within 14 days of purchase for a refund or exchange provided it is in unused condition with all original packaging. We charge a return fee of 10% of the price of the rug to cover shipping and restocking. We will not accept any returns of an underlay if it has been opened. We will not accept any returns of any sale or reduced items. During sale periods, returns may take up to 14 days to process.

    Value of an item is determined by the amount paid and listed on your invoice. If you are exchanging for a completely different item, the value of the new item is determined by the listed price at the time your exchange is processed. We cannot apply discounts from past sales/promotions.

  • Rug Warranty

    Our rugs are handmade and therefore unable to have an unconditional warranty. Terrace Floors will replace or repair a rug that has a structural defect within 12 months of purchasing, provided the rug was used for normal domestic use (unless otherwise specified) and maintained in accordance with our care instructions. Terrace Floors reserves the right to fix any defect before a replacement is deemed appropriate. A replacement of the same rug will be given if that product is still available, otherwise a new product to the same value will be offered. Any improper or negligent use will void this warranty. This warranty does not apply to any rugs that have been damaged by incorrect cleaning, chemical damage, water damage or flooding, fading due to sunlight, inappropriate use of the rug, cutting down or re-sizing, or general wear and tear over several years. A product is not considered defective if there is a manufacturing variation as listed in our manufacturing variations/characteristics of our wool rugs.

  • Custom Rugs

    Please be advised about the following regarding our custom-made rugs.

    Our custom rugs are individual hand made items and as such they are subject to the following variations, which are not manufacturing faults:

    • Size: being a handmade article, the size can vary by 3% from the size ordered.
    • Colour: Our rugs are made primarily from natural and undyed fibres.Every effort is made to ensure there is minimal colour variation, however, some variation can be expected (5% is the Australian Standard for Carpet Colour Variation).Avoid direct or continuous exposure to sunlight and rotate your rug to promote even wear.
    • Design & Construction: Minor variations may be evident, which is because the rug is a hand made item, including line/weave thickness.
    • Shading: Due to changes in pile and weave direction, shading may occur and is a natural characteristic of carpets and rugs.
    • Shedding: Our hand made rugs will initially shed loose fibres. The removal of which will be hastened by regular vacuuming using a good quality upright vacuum cleaner.

    In addition, delivery times can be delayed by unforeseen events, and if there are delays from original time frame quoted, we will advise you as soon as we have been informed.

  • Custom Rug Refund Policy

    Whilst Terrace Floors + Furnishings provides custom services to accommodate its customers, we do not offer refunds for custom rugs for change of mind. Therefore, it is crucial you ensure all information contained in the customer order form is correct and accurate. 

  • Rug Care, Maintenance + Characteristics

    Cleaning Wool + Polyester Rugs

    Please follow the below steps for cleaning our wool and polyester rugs:

    • Scoop up solids and gently lift off as much of the foreign material as possible.
    • Blot out as much liquid as possible, with absorbent white paper towel.
    • Clean with appropriate cleaning agents and ensure you never apply detergent directly to a rug. Always test any detergent/cleaning solutions on an inconspicuous area of your rug first and if any damage is noticed from the cleaning product, the cleaning solution should not be used. Do not continue to use any product if colour lifts off when blotted with a white paper towel or if a watermark remains on the rug from the cleaning product.
    • Blot dry or dry using a cold air fan.
    • Do not rub or scrub rugs as it can cause permanent pile damage/disruption.

    Cleaning Artsilk Rugs

    Because of the delicate nature of the artsilk fibres (artificial silk/viscose fibre), cleaning requires a gentler approach than our standard wool rugs. Abrasive cleaning will easily damage an artsilk rug, and extra care must be taken to ensure that any cleaning is effective, yet safe. Regular gentle vacuuming will remove any dust and debris. If you act on a stain as soon as it occurs, you may be able to reduce permanent damage.

    Please follow the below steps for cleaning our artsilk rugs:

    • Scoop up solid spills with a spoon and discard, though care should be taken not to scrape the rug itself. Any scraping or sharp friction of this sort can potentially damage the fibres.
    • A liquid spill, as well as any remaining liquid from a solid spill, should be gently pressed with a clean, white cloth or paper towel to absorb as much as possible.
    • If the spill’s colour remains on rug, use a very gentle cleaner. Ensure you never apply detergent directly to rug. Always test any detergent/cleaning solutions on an inconspicuous area of your rug first. If any damage is noticed from the cleaning product, the cleaning solution should not be used. Do not continue to use it if colour lifts off when blotted with white paper towel, or if a watermark remains on rug from the cleaning product.
    • Gently blot dry or let the area air dry. Do not use heat to dry the rug.
    • Do not rub or scrub rugs as it may cause permanent pile damage/disruption.

    Sunlight + Fading

    Placing rugs in direct and continuous sunlight will cause them to fade. It is best to avoid placing a rug in direct sunlight if possible, and to regularly rotate your rug if sunlight is falling on one area of the rug. Fading will happen slowly over time, and this bleaching effect will permanently damage your rug. It occurs more obviously with darker coloured rugs and natural fibres.

    Rotating Your Rug

    Try to rotate your rug every 6-12 months to ensure even wear.

    Furniture Marking

    Be aware that some heavy furniture can mark and flatten the pile in rugs, causing irreversible damage. Some heavy or sharp-edged furniture pieces, or constant moving of furniture, can pull the rug out of shape so it appears less square.

  • Furniture Terms + Conditions

    Terrace Floors + Furnishings is bound by the terms and conditions, care and maintenance, and warranty requirements of our suppliers. Please visit our supplier websites for more complete information.

    Terrace Floors warrants its furniture collection for one year from date of sale against manufacturing faults, which are determined at Terrace Floors’ discretion. If you wish to make a claim under this warranty, you must provide photographic evidence to support the claim. We ask that you visit our claims page and follow the instructions.

    Variations

    Colour and grain variations are natural characteristics of authentic and natural wood products. Since no two trees are exactly alike, these variations are evident in every piece of wood. Natural variations are softened somewhat by the application of toners and stains. These finish applications are not designed to eliminate, but to enhance the charm and unique characteristics of the natural wood. Although care is taken to match colour, pattern and finish, variation must always be expected due to the nature of the various wood species.

    Due to the natural variation of colour and grain in the wood, there will be variations in colour, graining and finish between our showroom display samples and the actual finished product. These variations contribute to the natural beauty of using an organic material and are acceptable throughout the furniture-making industry. Variations within these furniture-making standards will not be reason for replacement. Customers interested in a perfectly consistent colour and graining should consider coloured lacquer furniture or some of the synthetic materials offered by other companies, such as laminate, wood grain melamine or PVC.

    In addition to being constructed of natural materials, our products are hand finished. Hence, minor imperfections may be present. These are considered normal and expected for hand finished, solid timber furniture, and as such are not grounds for refund or replacement.

    The products we curate are designed with the most important parts of your furniture in mind, which are the areas that are visible during the normal use of the item. The undersides of tables and chairs, and the rear panels of entertainment units, bedside tables and sideboards, etc., may not be finished in the same manner as the rest of the product.

  • Furniture Returns + Exchange Policy

    Terrace Floors + Furnishings understands that customers may change their mind about a furniture purchase or may not love the piece in their space. Furniture items may be returned within 7 days of purchase for a refund or exchange provided it is in unused condition with all original packaging (except lighting, homewares, and accessories).

    For change of mind returns, the company will entitle you to a refund provided that, we are informed within 7 days of delivery however, all return costs will be at the buyers' expense. Delivery and return costs will be deducted from the refund amount.

    All items must be returned in their original wrappings/packaging and not assembled, or part assembled in any way. A 20% restocking fee will apply if goods are not returned in their original condition.

    Goods will be inspected upon return. If the goods are in perfect condition, the refund will be processed within 7 working days.

    Value of an item is determined by the amount paid and listed on your invoice. If you are exchanging for a completely different item, the value of the new item is determined by the listed price at the time your exchange is processed. We cannot apply discounts from past sales/promotions.

  • Commercial Rug + Furniture Warranty

    Terrace Floors + Furnishings provide a 12-Month Commercial Structural Integrity Warranty for rugs and furniture commencing from date of invoice. This Warranty guarantees the repair or replacement of the items for manufacturer or material defects only and is subject to the following terms and conditions:

    • The product/s are fibers and will have minor imperfections and manufacturing variations that do not constitute “structural failing”. See the Manufacturers Variations for further details.
    • The product/s are warranted against structurally failing in normal commercial hospitality use and replacement will only apply where the defect is not a result of normal wear and tear, or a natural characteristic of the material used.
    • The guarantee covers repair costs alone. Costs for consequential damages and extra costs, such as removal of furniture and similar, are not covered by the guarantee.
    • Delivery and/or freight charges are not included as part of this Warranty replacement or repair.
    • The guarantee is applicable to bona-fide claims only. Any claims for consequential damages resulting from inappropriate actions, by staff or guests, are not covered by the guarantee.
    • If within the guarantee period, there is justifiable cause to replace a product/s that is no longer produced, Terrace Floors have the right to supply an alternative product/s of the same or equivalent specification.
    • Any complaint must be raised immediately after a perceived construction problem has been identified. In the first instance, the complaint should be made in writing, with photographic evidence addressed to Terrace Floors with a copy of this guarantee as supporting documentation.
    • Terrace Floors will assess any claim within 10 working days from receipt of the claim and appropriate action will be taken.

    This guarantee is subject to the following pre-requisites:

    • The product/s has been deemed suitable for commercial use by the Manufacturer.
    • The purpose for which the product/s was originally specified must not have changed during the guarantee period.
    • The product/s have been effectively subject to a correct cleaning & maintenance program appropriate to the installation type and soiling levels.
    • The product/s have been used only by the original purchaser for the intended purpose and any abuse or neglect to the goods will void this Warranty.
    • The product/s must not have been placed in direct sunlight for extended periods of time as some fading and UV damage may occur.
  • General Flooring Terms + Conditions

    Payment Terms

    A 50% deposit is required at the acceptance of quotation. Staggered installations will be progress billed as the job progresses. Full payment of materials is required prior to first installation for staggered installs.

    General Flooring Refunds

    We want you to love your flooring, so if you are not completely happy, you may return the supplied flooring products prior to opening or removing any packaging, installation (including preparation for installation, such as cutting) for a refund or exchange. We require a minimum of 2 weeks’ notice prior to the agreed installation date for a refund or exchange to be accepted. We charge a return fee charged as a percentage (10-20%) of the price of the product/s to cover shipping and restocking back to our suppliers’ warehouse, which is calculated on a case-by-case basis depending on our suppliers’ terms. We will not accept any returns of any sale items. During sale periods, returns may take up to 14 days to process.

    Installation

    Terrace Floors offers a 12-month warranty from the date of install completion on any flooring installation provided by us.

    Where Terrace Floors is supplying an installer to fit any supplied flooring products, a $200 call out fee, as well as any associated travel costs (e.g., accommodation) will be charged for job sites that are not in a suitable state for installation to begin. Please contact us as soon as possible to reschedule your installation booking to avoid this fee.

  • Carpet Terms, Conditions + Characteristics

    Please note that at the time of initial measuring and inspection, consultants may be unable to sight the condition of your sub-floor.Once your existing floor coverings are removed and the sub-floor is exposed, additional charges may apply to remedy and prepare floors in order to proceed with the installation. 

    **Storage charges will apply if carpet is stored in our warehouse longer than 3 months at a rate of $100.00 per month.Part installations will require full payment of carpet after stage one is completed, and above fees will apply.

    **All care is taken, however for left over carpet or staged projects there is the possibility product may incur pile crush or damage.

    We advise clients should store their own carpet.

    Movement of kitchen and electrical appliances is the responsibility of the client.

    Please ensure that there is adequate distance between the door and the sub-floor as our installers do not always have the resources to plane or remove doors.

    Terrace Floors + Furnishings offers a 12-month warranty from the date of install completion on any flooring installation provided by us.

    Please note Carpet Manufacturers do not cover warranty the following:

    • Wool carpets are natural fibres and as such all new carpets will initially shed loose fibres.Reduction of this can be hastened by regular vacuuming using a good quality upright vacuum cleaner.
    • Bowing or Skewing – due to the way carpets are bonded during manufacturing sometimes carpets are bowed or skewed. Most are rectified during installation
    • Colour variation to sample – Australian Standards allow for a plus or minus variation of 5% which means that a sample can vary by as much as 10% maximum from what is supplied
    • UV Degradation – the harsh Australian sun fades everything over time and this is the same for carpet. UV block out or window treatment such as curtains are recommended
    • Permanent pile reversal – all cut pile carpets are subject to permanent pile reversal, shading, watermarking, highlighting, crushing or tracking. This is especially a feature of plush or velour style carpets. Refer to Carpet Institute of Australia Technical Information.
    • Damage or misuse – proper cleaning and maintenance is a part of caring for your carpet
    • Yarn colour variation – particularly relevant in mixed yarn type carpets such as heathered, tweed or Berber style carpets
    • Pattern Matching – for direct stick and dual bond installation, pattern matching can not be guaranteed.
    • Nonmanufacturing faults - shift lines which can occur across the width of the carpet
    • Seam appearance – when a carpet is joined using seaming tape a peak or small ridge occurs caused by the thickness of the seaming tape and adhesive. This should settle over time.
    • Carpet installation - some minor damage can be expected during installation. Damage may sometimes occur to paintwork when moving carpet into the rooms and on the skirting boards when the carpet is being fitted.
    • If accidental damage occurs to any wiring (speakers, phone, security systems etc.) during the installation of the carpet, reinstatement is the responsibility of the client.

    Every care will be taken to prevent and minimise any damage.

  • Carpet Care + Maintenance

    We endorse the care and maintenance guides provided by our carpet supplier, Bremworth. Please visit their website to view the complete care instructions.
  • Timber + Bamboo Flooring Terms, Conditions + Characteristics

    Engineered Floating Floor Systems

    Engineered Floating Timber Floors are a quick and easy way to get a timber floor that looks great without the long process of stuck down timber floors that may require finishing after installation in which the process is 2 to 3 weeks.

    Colour and texture – Both bamboo and timber are natural products and vary in colour and the number of knots and imperfections in the finished product.This is not a fault but a character of the bamboo or timber. Bamboo has many stripes and variations in the finish.

    Red Oxidation and UV Degradation – Red timbers will become darker with age and light timber will become lighter with age. This will happen quicker when the timber is in direct sunlight.If a rug is placed onto new timber when the rug is removed the area will be a different colour until that timber oxidises.

    Asbestos – Laws restrict us from pulling up and removing asbestos materials.

    Floor preparation – Our installers are fully trained in floor preparation which involves using specific compounds to prepare your floor for years and years of hassle-free living. Australian standards for timber and bamboo are 3 millimetres of variation per 3 metre radii. Where floors are uneven, they may need levelling which will be an extra charge on the amount quoted.

    Moisture is the enemy of all timber and bamboo flooring as once the floor is sealed off there is no where for the moisture to go but to collect under the surface of the flooring which will cause it to cup.

    Sub-floor ventilation – It is the responsibility of the building owner to ensure that timber sub-floors have adequate ventilation so that they remain dry underneath. Floors that are not adequately ventilated will cause the timber or bamboo to cup or swell.

    Maintenance and Care – Please refer to the manufacturer’s recommendations and guidelines.

    Every effort has been made to provide an accurate quotation but at the time of installation there may be unknowns that arise once the old flooring is removed. Examples are moisture, crumbly concrete, old floor filling pulling up with the removal of the old flooring, asbestos, etc. These are unknowns that have not been allowed for in the quote and will be added to the final invoice.

    Installation - some minor damage can be expected during installation. Damage may sometimes occur to paintwork when moving flooring into the rooms and on the skirting boards when the flooring is being fitted. If accidental damage occurs to any wiring (speakers, phone, security systems etc.) during the installation, reinstatement is the responsibility of the client.

    Every care will be taken to prevent and minimise any damage.

  • Timber Floor Care + Maintenance

    Preventative Maintenance

    It is only natural that hardwood floors will show signs of wear over time. You can expect years of beauty from your floor by observing a few precautions and maintaining regular cleaning and maintenance routines.

    • Keep dirt, sand, grit and water off the floor by placing outside mats in front of all entrances to your home.
    • Sweep or vacuum regularly to rid the floor of dust and grit that can scratch the finish.
    • Remove shoes with spiked or damaged heels before walking on the floor to prevent scratches and dents.
    • Keep pets’ claws and paws trimmed and cleaned, free of dirt or soil.
    • Always apply felt pads under any furniture or chair legs to prevent scratches and to ease movement.
    • Keep pads always clean and regularly check and replace as necessary.
    • Protect the floor when moving heavy furniture or large appliances. Place on mat and slide smoothly over floor.
    • Never flood or wet mop floor with water or any other liquid products. Severe damage may occur that voids the warranty.
    • Wipe up spills immediately with damp cloth.
    • Exposure to sunlight with its UV rays accelerates oxidation and aging of materials. This may change the colour of the floor. Periodically rearrange the furniture to allow the floor to age evenly.

    Ongoing Routine Care + Maintenance

    • Vacuum, sweep or dust mop your floor once a week, or more if needed. The vacuum head must be brush or felt, and a wand attachment is preferable. Do not use vacuums with beater bars or hard heads.
    • Spills and tracked-in dirt should be wiped up immediately. For spot cleaning, apply Spray Cleaner onto a clean cloth and rub into the spot.
    • Periodically, as necessary, thoroughly clean the floor with Hardwood Spray Cleaner using a swivel-head mop with terry cloth cover. Spray the floor cleaner directly onto the floor or dampen the swivel-head mop and apply. DO NOT allow excess Hardwood Spray Cleaner to remain on the floor’s surface. Excess liquid may damage the fibre of the wood.
    • Use interior and exterior doormats at all entrances to collect dirt and moisture and prevent it from being tracked onto the floor.
    • Area rugs are recommended in front of kitchen sinks, at all pivot points within high traffic areas. Do not use rugs with solid rubber or vinyl backings. The rugs must be made of a breathable material to prevent moisture entrapment.
    • Never clean or wet mop with water, it may permanently damage the floor.
    • Never use any of the following products (or similar in nature) on your floor: ammonia-based cleaners, acrylic finishes, wax-based products, bleach, polishes, oil soap, abrasive cleaning soaps, or acidic materials such as vinegar. Many of these product’s pit or etch the finish of your flooring or prevent the proper use of recommended maintenance materials.
    • Keep animal nails trimmed to minimise finish scratches.
    • Do not damage your floor with shoes having heel taps or sharp objects protruding from the sole such as rocks, nails or gravel.
    • Avoid walking on wood floors with spike or stiletto heeled shoes. Spike or stiletto high heels must be properly maintained to prevent damage from the steel heel support.
    • Do not roll or slide heavy objects directly upon the floor. When moving appliances or heavy furniture, consider laying a solid protective covering on your floor and gently “walk” the item across it. Carpet or cardboard is not adequate to prevent surface compression scratches.
    • Use furniture leg protector pads under all furniture and make certain to keep them clean and well maintained.
    • Replace hard, narrow furniture rollers with wide rubber rollers.
    • Protect your floor from direct sunlight. Use curtains and UV resistant film on large glass doors and windows. Colour shade variation can occur if the floor is exposed to direct sunlight.
    • The use of a steam mop is not recommended on any of our floors.

  • Timber Floor Warranty

    Warranty Conditions:

    • Installation - is installed in strict accordance with current written installation instructions.
    • Wet Areas - is not suitable for installation in bathrooms, saunas, laundries or any other area in which high levels of steam and moisture are present.
    • Maintenance + Care guidelines must be adhered to.
    • Non-Assignment - the warranty is limited to the original purchaser and may not be assigned or transferred.

    Lifetime Structural Warranty:

    The manufacturer warrants its product from structural defects, delamination, cracking, warping, twisting or any other forms of structural deformation at the time of supply. Installation instructions must be adhered to so that this warranty applies. Please ask your retailer for these guidelines. Exposure to excessive moisture caused in any way whatsoever such as flooding, spills, leaks, excessive wet mopping, steam mops, and subfloor moisture or heating may cause distortion within the board and will not be covered by this warranty. Care should be taken to maintain even indoor humidity and temperature with good ventilation. Excessive heat, dryness or exposure to direct sunlight will cause damage to the goods and is considered negligence and is not covered by this warranty.

    20 Year Domestic Limited Surface + 5 Year Commercial Limited Surface Warranty

    From the date of purchase, the manufacturer warrants to the original purchaser only, that under normal domestic conditions of use the surface will not wear through, during this period warranted. With proper maintenance, the goods will perform under normal household conditions. Scratches, dents, reduction of gloss (appearance reduction), damage caused by negligence, urine, animals or high-heeled shoes. These are not considered a defect and therefore not covered by this warranty. All furniture requires felt to be adhered to the underneath to protect the surface of your floor, from time to time this will need to be maintained and checked for wear. A written notice must be received by the supplier within 30 days of discovery of any defect to be found, along with proof of purchase (date) the identity of wholesaler or retailer and the location of installation. The supplier will acknowledge within 30 days the receipt of written notice and must be given the opportunity to inspect the floor prior to any repair or replacement is to take place.

    Warranty Exclusions: Terrace Floors + Furnishings for the purpose of this warranty will be referred to as ‘the supplier’ Breach of Warranty Conditions - any breach of warranty conditions will void the warranty.

    Colour Variation: Oak is a natural product and colour variation will occur between samples and what the supplier has delivered and installed. Samples displayed or provided are indicative only and within normal industry standards, and no warranty is given that such samples will match the floor installed. Other variations will naturally occur such as small knots and grain variation. These variations normally present in oak, are not considered defects and will not form the basis of any claim under warranty. Oak may also experience some surface checking (hairline cracks) this too is part of all natural products and not covered by warranty.

    Subfloor Heating: Terrace Floors + Furnishing’s timber flooring is suitable for installation over subfloor heating. However specific installation instructions must be followed, or warranty will be voided.

    Extreme Conditions: As oak is a natural product, the humidity level in the home must be in the 30% - 75% range throughout the year, using dehumidifiers or humidifiers as appropriate.

    Misuse: The warranty does not extend to damage caused by moisture penetration through the subfloor, other flooding, leaking, plumbing, overflowing, hydrostatic pressure or any other water damage.

    Alterations: Where floor or subflooring has been altered, repaired, resurfaced or replaced no warranty will apply except to the extent implied by law.

    Insect Infestation: The supplier warrants that it sells oak flooring free of insect infestation, this warranty does not cover any insect infestation occurring after the product has been sold.

  • Resilient Flooring Terms, Conditions + Characteristics

    Vinyl (commercial + domestic), Rubber & Marmoleum

    Every effort will be made to provide an accurate quotation however there are always some unknown factors that can become obvious once the old flooring is removed. Examples are moisture, crumbly concrete, old floor filling pulling up with the removal of the old flooring, asbestos, etc. These are unknowns that have not been allowed for in the quote and will be added to the final invoice.

    Asbestos – Laws restrict us from pulling up and removing asbestos materials. This must be completed by a licensed contractor or in a domestic situation the property owner is permitted at their own risk.

    Floor preparation – Our installers are fully trained in floor preparation which may / may not involve using specific compounds to prepare the existing sub floor. This ensures that the product that we are installing is installed according to the respective manufacturers’ recommendations.

    Moisture is the enemy of all resilient flooring as once the floor is sealed off there is no where for the moisture to go but to collect under the surface of the flooring possibly causing it to bubble. This is especially a problem where the flooring has been adhered to the sub-floor. We have moisture testing equipment and can treat moist concrete floors at an additional cost.

    Sub-floor ventilation – It is the responsibility of the building owner to ensure that timber sub-floors have adequate ventilation so that they remain dry underneath. Floors that are not adequately ventilated will create problems such as hardboard swelling, adhesive staying moist (milky) and bubbling of the resilient flooring.

    Roll marks – The materials are stored on rolls from when they are manufactured so near the beginning and end of the roll a slight indentation may appear in the vinyl where it overlaps. Immediately after installation this may be visible. This needs time after installation to recover and is not considered a fault.

    Maintenance and Care – please refer to the manufacturer’s recommendations and guidelines.

    Installation - some minor damage can be expected during installation. Damage may sometimes occur to paintwork when moving flooring into the rooms and on the skirting boards when the flooring is being fitted. If accidental damage occurs to any wiring (speakers, phone, security systems etc.) during the installation, reinstatement is the responsibility of the client.

    Every care will be taken to prevent and minimise any damage.

  • Resilient Flooring Care + Maintenance

    Please visit Godfrey Hirst’s website for complete vinyl flooring care instructions.

    Please visit Forbo’s website to view their series of Marmoleum care instructions.

  • Delivery

    Your order will be dispatched from our showroom/warehouse within 5 business days after your purchase where your items are in stock. Once your order has been dispatched, you will receive an email from us with the details of your delivery (please allow 3-5 working days for delivery via our supplier couriers). All items will be shipped via courier and will need to be signed for.

    Please note that most couriers will only deliver during business hours Monday to Friday, 9am-5pm and cannot confirm an exact time/day for delivery. Delivery is deemed to be effective when the delivery company receives a signed receipt or delivery docket confirming that the goods were received. If the packaging is damaged, please do not sign the delivery docket and contact us immediately. If the delivery is attempted to your address and no one can sign for it, then the delivery company may transfer it to a nearby depot and leave a card with a number to call to arrange a re-delivery.

    If you prefer for the parcel to be left at your delivery address in your absence, please contact us to arrange the required details.

    Unfortunately, we cannot guarantee that the person making the delivery will specifically follow the location instructions. It is important to consider that if you give us authority to leave the consignment in your absence then we can no longer guarantee that you will receive your consignment, nor the other factors that can affect your parcel whilst it is sitting unattended – like rain, dirt, damage, theft, etc. In this situation, we can only guarantee delivery and quality up to the point that the delivery personnel tell us the goods were left for you.

  • Partial Delivery

    Sometimes your delivery will be split by the courier company into larger and smaller items, please check the number of pieces on the total delivery to make sure none are missed. Delivery is deemed to be effective when the delivery company receives a signed receipt or delivery docket confirming that the goods were received. If the packaging is damaged, please do not sign the delivery docket and contact us immediately.

  • Dispatch

    The products we offer are subject to stock availability and lead times may vary. After dispatch, shipping time to most Australian capital cities is usually within 2-7 business days, and up to 25 business days for regional deliveries. From time to time a product will be out of stock. Any delay will be advised directly to you upon placing your order.

  • Drop-Only Service

    By default, our delivery services are drop-only due to the insurance policies of our third-party couriers. This service will include delivery of your goods to your door or reception area; however, delivery personnel are not permitted to enter residential buildings or beyond the public areas of commercial buildings.

  • Premium Delivery, Assembly + Rubbish Removal Services

    We offer a specialised service for South Australian customers wanting a hassle-free experience in receiving their rug and/or furniture items. This service is quoted on a job by job basis. Please contact us or leave us a note in the instructions when placing your order and we will be in touch.

  • Delivery Lead Times

    We do deliver Australia-Wide and provided your items are in stock, delivery lead times will be as follows:

    STATE

    Light Items (<10kg)

    Bulky Items (>10kg)

    SA

    2-4 days

    3-7 days

    VIC

    2-4 days

    3-7 days

    NSW

    2-4 days

    3-7 days

    ACT

    2-4 days

    3-7 days

    QLD

    3-5 days

    5-12 days

    WA

    4-8 days

    10-22 days

    TAS

    4-8 days

    10-22 days

    NT

    5-12 days

    15-25 days

    Note that the above lead times quoted are in business days and deliveries to Capital Cities only. However, if you live in a remote area, you should consider 5-10 additional days for the items to reach you.

    Delivery lead time is calculated from the point of collection. Goods are collected once a week. Please allow additional 1-5 working days for total lead time.

  • Showroom Collections

    To support you, we ask that you make note of the following conditions in relation to collecting items from our showroom:

    • Our showroom collection times are:
      • 10am-4pm Monday - Friday
      • 11am-3pm Saturday
    • Due to limited storage at our showroom, please note that we cannot store your order for more than 7 business days.If you cannot arrange collection within 7 days upon notification, please contact us to make alternate collection or delivery arrangements.
    • A storage fee of $40.00 per week will be charged for goods not collected within 7 days.
    • Terrace Floors cannot guarantee that an appropriate staff member will be available to assist in loading your items. Due to OH&S policy, Terrace Floors staff cannot manually lift items beyond their capabilities, and you may be required to assist in lifting your items, therefore we ask that you bring (capable and injury free) people to assist you in loading your items into your vehicle or trailer.
    • Please consider how your items are going to fit inside your vehicle:
      • Is your vehicle physically suitable for transporting your items?
      • Will the seats need to be folded down?
      • Will you need to remove any child-seats before visiting our showroom?
    • Our rugs are primarily rolled by the longest edge; therefore, the rug rolled up will be as long as its smallest dimension.Please consider how this length will fit in your vehicle.Most commonly rugs will fit by flattening all rear seats and sliding it between the two front seats, over the center-console. To achieve this, your rear seats and luggage/boot space need to be empty.
    • The furniture that we represent is of high/solid quality and usually requires minimal assembly, meaning that most parts are pre-assembled, heavy and bulky.Please carefully consider whether you have the necessary equipment for transporting your furniture items in your vehicle or trailer.This can include blankets for packing your items snuggly.Terrace Floors cannot repackage floorstock or display items into its original packaging for transport.
    • If you have roof racks, a utility vehicle, truck or trailer, please consider how you will secure your items for transport.Terrace Floors cannot provide equipment for securing items to your personal vehicle or trailer.
    • Please consider the weather on the day of your collection.If your items will be exposed to the elements, you may need to bring equipment to ensure your items stay protected during transport.This can include wet weather tarpaulins.In some instances, Terrace Floors can provide a plastic sleeve for rugs; however, we cannot provide any other equipment for protecting your items against weather.
    • Terrace Floors staff will assist whenever possible and take all due care and respect for your items, however Terrace Floors takes no responsibility for damage to your items or vehicle/trailer during transport.

    Terrace Floors has a range of delivery services available to cater to your needs and we are happy to discuss your options.If collecting your items as per the conditions above is not feasible for you, please contact us to discuss alternate arrangement.If you’d prefer to arrange your own third-party transport service, please inform us of the expected date for collection. Terrace Floors is not responsible for any damages caused by third party courier you arranged to collect your orders.

    Please note that while great care is taken in processing and handling your goods, due to the nature of freighting and logistics, there is a small chance goods can be damaged. We take pride in offering a great customer experience and will be happy to help you resolve any issues, should there be any.

  • Social Media Policy

    Our social media accounts are a place for you to learn about our latest products, initiatives and news while engaging in discussion with others in the community.

    While we encourage participation and honesty from everyone, postings to our pages do not necessarily reflect the opinions of Terrace Floors, nor does Terrace Floors confirm their accuracy.

    To maintain a respectful environment for interesting and engaging dialogue and content, we reserve the right to remove any content that is:

    • Abusive, harassing, stalking, threatening or attacking of others
    • Defamatory, offensive, obscene, vulgar or violent
    • Disrespectful or hateful, or targets any race/ethnicity, religion, gender, nationality or political belief
    • Fraudulent, deceptive, misleading or unlawful
    • Trolling or deliberate disruption of discussion
    • In violation of any intellectual property rights
    • Spamming in nature
    • Commercial solicitation
    • Link baiting (embedding a link in your post to draw traffic to your own site)

    We reserve the right to remove any postings found to be in violation of these rules. So be respectful, have fun and thanks for spending time engaging with us.

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