Refund policy

HIPPO FLOORS - RETURNS POLICY

10-Day Return Window

You have 10 days from the date your order is delivered to request a return. Any damages that are not reported within 2 days of delivery are not eligible for return.

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Eligibility for Returns

To be eligible for a return, your item must be:
- Unopened and undamaged in its original packaging
- In the same condition as received
- Accompanied by proof of purchase

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Damaged or Faulty Goods

If you receive a damaged or faulty item, contact us immediately at hello@hippofloors.au within 2 days of delivery. We will provide a full refund or full exchange at no cost to you.

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Change of Mind Returns

Returns initiated due to change of mind must be organised and paid for by the customer at their own expense. A 20% restocking fee will be deducted from your refund to cover our costs in processing and restocking the item.

The item must remain unopened and undamaged in its original packaging to be eligible for a change of mind return.

Example: If you purchased an item for $100 and request a change of mind return, you will receive a refund of $80 (the original $100 minus the 20% restocking fee of $20).

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Tampering and Opening

Boxes cannot be opened or tampered with unless the product is faulty. Any opened or tampered boxes will not be eligible for return (except in cases of confirmed product faults).

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How to Request a Return

All returns must be organised by the customer. To start a return, contact us at hello@hippofloors.au with the following information:
- Your order number
- Reason for return (damaged/faulty or change of mind)
- Photos of the item (especially for damaged/faulty items)

Do not send items back without first requesting a return—packages sent without prior approval will not be accepted. 

Once your return is approved, we'll provide you with return shipping instructions and a return address. You are responsible for arranging and paying for return shipping, except in cases of damaged or faulty goods where we will cover return costs.

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Refunds and Exchanges

If your return is approved, you'll receive either a full refund or full exchange (your choice).

For change of mind returns: A 20% restocking fee will be deducted from your refund.

For damaged or faulty goods: You'll receive a full refund or full exchange at no cost.

Refunds will be processed to your original payment method within 10 business days of us receiving and inspecting your return.

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Questions

For any questions about our returns policy, please contact us at hello@hippofloors.au or call 0406 304 357.