Victoria · Sydney · AdelaideShipping, Delivery
& Returns
Everything you need to know — Get a delivery quote, understanding our freight process, and read our returns policy before placing your order.
Important — Please Read Before Ordering
- Returns accepted within 10 days of purchase only. No returns will be accepted after this period under any circumstances.
- Change of mind or no longer needed? Return postage and freight costs are entirely the customer's responsibility. A 15% restocking & handling fee will be deducted from your refund.
- Wrong item sent by us? Melbarcen will cover all freight and return costs in full — no charges to you whatsoever.
- No returns on any product with opened, damaged, or water-exposed packaging, or any product that has been used or installed.
Where We Deliver
We deliver flooring and building materials across Victoria, New South Wales (Sydney metro), and South Australia (Adelaide metro). Because our products are heavy freight items, delivery cost is calculated individually per order based on your postcode and quantity.
Victoria
Melbourne metro and all regional VIC including Geelong, Ballarat, Bendigo, Shepparton & more.
Fastest — 2–4 daysNew South Wales
Sydney metro and surrounding areas. Timeframes vary by location.
Quote on requestSouth Australia
Adelaide metro and surrounding areas. Timeframes vary by location.
Quote on request
Outside These Areas?
Contact us — we may still be able to help depending on your order and location.
Quote on requestGet a Free Delivery Quote
Quote Request Sent!
Thanks! We've received your delivery quote request.
You'll hear from us via WhatsApp or email shortly — usually within a few hours.
In a hurry? WhatsApp us directly at 0410 969 220
Returns — What's Accepted
| Scenario | Return Accepted? | Who Pays Freight? | Handling Fee |
|---|---|---|---|
| Change of mind — within 10 days, unopened & original packaging | Conditional | Customer pays | 15% of order value |
| Wrong item sent by Melbarcen | Accepted | Melbarcen pays | No fee — full refund |
| Faulty or damaged product on arrival | Accepted | Melbarcen pays | No fee — refund or replacement |
| Return request after 10 days of purchase | Not Accepted | — | — |
| Opened, water-exposed, or damaged packaging | Not Accepted | — | — |
| Used or installed product | Not Accepted | — | — |
| AAC Panels — any condition | Not Accepted | — | — |
| Self Levelling Concrete — any condition | Not Accepted | — | — |
| Flooring box — opened but contains 6+ undamaged planks | Case by Case | Customer pays | 15% handling fee applies |
👤 Customer is Responsible For
- Return freight on change-of-mind returns
- 15% restocking & handling fee
- Safe repackaging of goods for return
- Damage occurring during return transit
🏢 Melbarcen is Responsible For
- All freight if we sent the wrong item
- Full refund or replacement for faulty goods
- Return freight for items damaged in our dispatch
- Resolution within 3–5 business days of receipt
Faulty or Incorrect Items
If we sent you the wrong product, or your item arrives damaged or faulty, Melbarcen takes full responsibility. We will arrange a full refund or replacement at no cost to you — no return freight charges, no handling fee.
Please inspect your delivery on arrival. If you notice any damage, note it on the delivery docket before signing and photograph it immediately. This helps us resolve your claim as fast as possible.
Step-by-Step Return Process
Contact Us Within 10 Days
WhatsApp us at 0410 969 220 or use the contact form. Include your order number, reason for return, and photos of the product in its current condition.
Wait for Written Approval
We'll review your request and respond within 1–2 business days. Do not send any goods back without written approval from us first — unapproved returns will not be accepted.
Repackage the Goods Securely
Products must be returned in their original packaging, undamaged and in resaleable condition. Damage during return transit due to poor packaging is the customer's responsibility.
Ship the Goods Back
For change-of-mind returns, arrange and pay your own freight to our address (provided on approval). For wrong or faulty items, we will arrange pickup at our cost.
Refund Processed
Once we receive and inspect the return, your refund is processed within 3–5 business days. For change-of-mind returns, the 15% handling fee is deducted before refund. Refunds are issued to your original payment method.
Questions? We're Here to Help
Reach out via WhatsApp for the fastest response — we typically reply within a few hours on business days.
