Returns & Refunds

We hope you will be 100% satisfied with your purchase. If for whatever reason you are not completely satisfied, Ground One offers a 30-day, money back guarantee on all of our premium modular floor tile online purchases.

Our return policy lasts 30 days from the date of purchase. If 30 days has elapsed since your purchase, unfortunately we can’t offer you a return or refund. You may still be eligible for a replacement outside 30 days if any items are found to be damaged or defective (Refer to ‘Replacements’ section below)

To be eligible for a refund, your items must be unused and in the same condition that you received them. This means that items that are washed, scratched or otherwise have evidence of being used may not be refunded at full value or at all*.

Items must be returned in the original packaging and be accompanied by a receipt or other proof of purchase.

You will be responsible for any and all shipping costs associated with the return. (Refer to ‘Shipping’ section below)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within 2 business days**.

If you are eligible for a refund and would like to return your purchase, please email us at info@groundone.com.au

Refunds are not applicable to sale or clearance items.

Replacements

If you change your mind or would like to exchange an item for a different variation (Colour or Style) Ground One will happily exchange your items with 30 days of your purchase.

Our policy lasts 30 days. If 30 days has elapsed since your purchase, unfortunately we can’t offer you an exchange.

The items you wish to exchange for must be of equal or lesser value to the items being returned.

To be eligible for an exchange, your items must be unused and in the same condition that you received them. This means that items that are washed, scratched or otherwise have evidence of being used they may not be exchanged at all.

Items must be returned in the original packaging and be accompanied by a receipt or other proof of purchase.

You will be responsible for any and all shipping costs associated with the exchange. (Refer to ‘Shipping’ below)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange.

If you are approved, then your exchange will be processed and any applicable shipping costs will be invoiced to you. Once payment for shipping has been received, your exchanged products will be dispatched the following business day.

If you would like to exchange your items, please email us at info@groundone.com.au with details on which products you would like exchanged.

Exchanges

Outside our 30-day money back guarantee, we do not offer replacements or refunds if there is a change of mind.

We will replace items if, upon receipt they are found to contain manufacturing defects or are otherwise damaged. This excludes packaging that the items are contained within.

Replacements are not offered for damage caused to items which occurs from general wear and tear or misuse of the items in any way.

If required, we may request defective items be returned to us before replacement items can be dispatched. If this occurs, we will cover all shipping costs associated with replacing the defective or damaged items. (Refer to ‘Shipping’ section below)

If replacing items is not possible for any reason, you will receive a full refund for those items that are damaged or defective***.

If you need to replace items, please email us at info@groundone.com.au with a short explanation of the problem along with photographs (if applicable)

Refer to our 10-year limited warranty for further information.

Shipping

To return your product, you should mail your product to: Ground One, 108 Main Street, Mornington VIC 3931, Australia





For returns and exchanges, you will be responsible for paying for your own shipping costs for returning your items. Shipping costs are non-refundable. If Ground One arranges return shipping on your behalf and you receive a refund, the cost of return shipping will be deducted from your refund.

If you are receiving items that have been exchanged, you will be responsible for the shipping costs associated with sending the exchanged items back to you. We will invoice you with the cost of shipping items to you again and only when payment is made will your exchanged items be dispatched.

Ground One will cover the any costs associated with shipping surrounding damaged or defective items.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.





If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned items.

*There are certain situations where only partial refunds are granted such as if any item not in its original condition, is damaged or is missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery

**Refunds may take up to several business days to appear on your statement depending on your bank and their processing times. If you haven’t received your refund please check with your bank and/or credit card provider before contacting us. If you’ve done all of this and you still have not received your refund, please contact us at info@groundone.com.au

*** We reserve the right to have items repaired in lieu of replacing items if repairs are deemed to be suitable.