Refund policy

Last updated: 1 October 2026

This policy covers everything you buy from NovFort at novfort.com, whether you ordered a floor from the Designer or bought tiles by the piece.

Pre-orders: refundable in full until they ship

While our first stock is on its way to Australia, floors are sold as pre-orders. You pay in full when you order, and we tell you the delivery window before you pay. Until your order ships you can cancel it for any reason and we refund every dollar, including any shipping you paid. Email contact@novfort.com or message us on +852 2668 1868 (WhatsApp) with your order number.

If we can't deliver within the window we gave you, we'll tell you as soon as we know, and you can choose to wait for the new date or cancel for a full refund.

After delivery

We don't take change-of-mind returns once an order has been delivered, so please check your measurements in the Designer before you order. This doesn't affect your rights below.

Faulty, damaged or wrong items

If something arrives damaged, faulty or isn't what you ordered, email contact@novfort.com within 7 days of delivery if you can, with your order number and photos. We'll replace it or refund it, and we pay any freight involved. Reporting later doesn't remove your rights under the Australian Consumer Law; it just makes a transport claim easier for us.

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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Our 15-year Quality Guarantee, set out in our Terms of service, comes on top of these rights.

How refunds are paid

Refunds go back to the card or payment method you used, usually within 5 business days of our approving them. Your bank may take a few more days to show them. Orders paid with Afterpay or Zip are refunded to that account.

Contact

Email contact@novfort.com, or message us on +852 2668 1868 (WhatsApp).
NovFort Limited, a company incorporated in Hong Kong (company no. 81276802), Rm S045, 2/F The Capital, 61–65 Chatham Road South, Tsim Sha Tsui, Kowloon, Hong Kong.