Returns policy

The purpose of this Returns Policy is to define the parameters surrounding customer requests for product returns and credits that may arise because of faulty or damaged product, cancelled projects or left over material from projects.

We understand that unforeseen circumstances may require order cancellation before Advance Flooring dispatches the product. However, cancellations for Custom Manufactured Products (e.g., entrance matting systems, frames, ramping) and Indent Orders will not be accepted once production has commenced—either at our facility or our suppliers. As these products are made to your specifications, they cannot be returned for refund or credit unless incorrectly manufactured or defective. It is a reasonable business expectation that the cost of customisation is accepted upon order placement. At Advance Flooring’s discretion, a credit of up to 60% may be offered for custom entrance mat systems. Any freight costs for returns are the customer’s responsibility; if organised by Advance Flooring, these costs will be deducted from the credit amount.

If your product arrives damaged, contact our Customer Service Team immediately to arrange its return and replacement. Damaged goods must be returned in their original packaging and condition. Our team will provide a return reference number, which must be noted on the packaging. Freight will be covered by Advance Flooring, and labels will be supplied for the return. A full 100% credit applies to products damaged in transit.

Advance Flooring only accepts returns of full unopened cartons or full unwrapped rolls in original packaging. Opened products cannot be returned, as exposure cannot be guaranteed. Returns are only accepted for products stocked in New Zealand. For batch-managed products, at least 100m² of that batch must remain in our stock; returns for batches no longer in stock will not be accepted. All returned products will be inspected for compliance with these terms. An 80% credit will be issued for accepted returns, with 20% deducted for handling and processing. Freight costs are the customer’s responsibility; if organised by Advance Flooring, freight charges will be deducted from the credit. Return address: 10 Harbour Ridge Drive, Wiri, Auckland.

Advance Flooring guarantees the quality of its products. If a fault or defect is identified, we will offer a replacement or credit. Under New Zealand Consumer Law, you are entitled to repair or replacement if goods fail to meet acceptable quality and do not constitute a major failure. Damage caused by incorrect installation cannot be compensated; please follow the provided installation and maintenance guides. Credits will be issued at 100% of the original invoiced value, and return freight will be covered by Advance Flooring.

Please provide the order number or invoice number for the product. If the product is faulty, photos may be required. Email this information to sales@advanceflooring.co.nz or contact our Customer Service Team on 09 634 4455.

This Returns Policy applies to all customers purchasing products and accessories invoiced as a sale transaction under Advance Flooring New Zealand Limited. All exemptions are at the discretion of Advance Flooring Management.

For any questions regarding this policy, please contact us.