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📍 1/18 Hector Street West, Osborne Park W.A.  |  (08) 9445 9011
Mon–Fri 9:00am–5:00pm Sat 9:30am–3:00pm
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Australian Timber
French Oak Premium
French Oak Vintage
American Timber
Stabilised Solid®
Nature's Steel®
American Timber
Dark gold and brown tones — warmth and comfort
American Black Walnut
Rich dark chocolate tones
View American Collection

Returns and Refunds Policy

Australian Consumer Law. 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. The benefits provided under this policy are in addition to your rights under the ACL.

WARRANTY COVERAGE

Your Lifewood Warranty

Covers structural failure from manufacturing defect only. Non-transferable. Applies only when installed and maintained per Lifewood guidelines. Full payment required.

Download Our Price Guide
Product Residential Commercial
Stabilised Solid® Lifetime Lifetime
Natures Steel 25 years 25 years
Harmony Range 20 years 20 years

BEFORE YOU INSTALL

Inspect Every Board

Installation constitutes full acceptance. Any visible defects must be reported to Lifewood before installation. Installed flooring cannot be returned except where a latent manufacturing defect was not discoverable by reasonable pre-installation inspection.

The following are natural timber characteristics — not defects: grain and colour variation, knots within grade, minor checking, and seasonal movement within published tolerances.

Moisture testing required before install. Installer must record concrete subfloor MC (<5%), timber subfloor MC, ambient temperature and RH. Failure to retain records will void movement-related claims.
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DISCRETIONARY RETURNS

Change of Mind Returns

We accept returns where all conditions below are met. A 15% restocking fee applies. Return freight is at the customer's cost. Refunds processed within 10 business days of receipt and inspection.

  • Within 60 days of purchase.
  • Unopened original packaging — full boxes only.
  • Not installed, cut, or moisture-damaged.
  • Proof of purchase provided.
  • Prior written agreement from Lifewood.

EXCLUSIONS

What We Cannot Accept

  • Installed flooring — no exceptions outside ACL.
  • Cut, trimmed, or machined boards.
  • Opened or partial boxes.
  • Special orders, custom widths or lengths.
  • B-grade, clearance, or discounted products.
  • Products not purchased from Lifewood or an authorised dealer.
  • Failures from improper installation, moisture, or environmental conditions outside 35–65% RH.
  • Steam mop damage, wet mopping, chemical damage, UV fading, or wear and tear.

CLAIM & RETURNS

How to Make a Claim or Return

Warranty claims must be made within 30 days of the issue becoming apparent and must include proof of purchase, installation records, moisture readings, and photos.

STEP 01
Contact Us
Email operations@lifewood.com.au or call (08) 9445 9011 with your order number, description, and photos. We respond within 2 business days.

Transit damage: report within 48 hrs with photos before unpacking.
Visible defects: report within 7 days of delivery, before installation.
STEP 02
We Assess & Resolve
We confirm approval within 2 business days. Warranty claims require a Lifewood Supervisor inspection. A $250 call-out fee may apply.

Returns: customer arranges freight. Confirmed defects or transit damage: Lifewood arranges collection. Refund or replacement within 10 business days.