Terms of Sale

Flooring is produced for your order. Dispatch is 12 to 16 weeks from the date your deposit clears. Lead times are estimates. We tell you when your order leaves production and when it arrives in Melbourne.

A small number of tones are held in stock. Where the order module says "Available now", the floor is paid in full at checkout and dispatched on payment.

For made-to-order flooring a 50% deposit on the goods is taken at checkout. The balance, plus the delivery charge shown at checkout, is charged to the same card before dispatch, at the price shown when you ordered. We write to you before the balance is taken.

Outside Melbourne, Brisbane and Gold Coast metro, delivery is quoted for your address before you order and is part of the order price.

You may cancel within 48 hours of your order confirmation for a full refund. After 48 hours your order is placed with production and the deposit is held against it. Made-to-order flooring cannot be returned for change of mind once it has been produced.

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.

Oak is a natural material. Colour, grain and character vary between boards and between packs. Samples show the character of a tone, not the boards you will receive. Photographs are a guide only. A later top-up order may come from a different production run and may not match the original. Variation within the grade is not a fault.

Flooring is supplied in whole packs. We recommend a cutting allowance of 10% for plank and 15% for herringbone and chevron. If you order without an allowance you accept the risk of a shortfall and of a later top-up not matching.

Pallet orders are delivered kerbside by tail-lift truck. Someone must be present to sign. Inspect the pallet before signing and note any damage on the delivery docket. Report concealed damage, shortages or wrong items to hello@maisonoak.com.au with photos within 48 hours of delivery.

Full details are on the delivery page.

Warranty depends on installation in line with our installation guide, including acclimatisation and subfloor moisture testing. Boards installed with visible defects are accepted as delivered.

All prices include GST. Prices may change, but the price at the time of your order is the price you pay.