Our Policies

Town & Country Policies

Welcome to Town and Country Timber Flooring's policy page. At TCTF, we take pride in delivering high-quality timber flooring products and services.

Our policies are designed to ensure that our customers receive the best possible experience when dealing with us. We are committed to providing a fair and transparent service.

We believe in building long-term relationships with our customers, and our policies are designed with this in mind.

Please take the time to read through our policies to ensure a smooth and satisfactory experience with TCTF.

  • You should read the terms of use set out below before purchasing goods using this website.
  • These terms of use apply to the purchase of products on this website. In using this website for this purpose, you agree to be bound by these ‘Terms of Use’ and our ‘Terms & Conditions of Trade‘. If you do not understand or accept these terms, you must refrain from purchasing products using the website. These terms of use must be read in conjunction with any other applicable terms and conditions governing the use of this website, including the Terms & Conditions of TradePrivacy & Security Policy and Refund Policy.
  • In these terms of use and terms and conditions of trade, the expressions “we”, “us” and “our” are a reference to Town & Country Timber Flooring, the website owner.
  1. Ordering Procedure
  • Your order must contain your name, postal address, phone number, e-mail address, credit card details and any other ordering information specified on this website.
  • Town & Country Timber Flooring reserve the right to terminate your order if it learns that you have provided false or misleading information, interfered with other users or the administration of Town & Country Timber Flooring Services, or violated these terms and conditions.
  • Confirmation of your purchase will be sent to your e-mail address once your payment has been cleared. If you do not receive a confirmation e-mail within two business days please contact info@tctf.com.au
  • You may not cancel an order once it has been submitted, even if our confirmation e-mail is still pending.
  • The goods are offered for sale only to persons who can make legally binding contracts.
  • Town & Country Timber Flooring do not guarantee the websites performance or availability of any of its Goods and online ordering may be unavailable from time to time for regularly scheduled maintenance and/ or upgrades.
  • There are inherent hazards in electronic distribution and as such Town & Country Timber Flooring cannot warrant against delays or errors transmitting data between the Client and Town & Country Timber Flooring including orders, and you agree that the maximum extent permitted by law, Town & Country Timber Flooring will not be liable for any losses which the Client suffers as a result of online-ordering not being available or for delays or errors in transmitting orders.
  • You may offer to purchase products described in this website for the price specified on this website.
  1. Payment Price
  • Payment must be effected by direct deposit using the ordering facility on this website.
  • Prices are inclusive of goods and services tax. In all other respects, the price is exclusive of taxes, duties and charges imposed or levied in Australia or overseas in connection with the supply of goods or services.
  1. Cancellation Due to Error or Unavailability
  • You acknowledge that despite our reasonable precautions, products may be listed at an incorrect price, with incorrect information, or which are unavailable due to a typographical error or like oversight. In these circumstances, we reserve the right to cancel the transaction, not withstanding that your order has been confirmed and your money has been paid. We reserve this right up until the time of delivery of goods.
  • If a cancellation of this nature occurs after your transaction has been made for the purchase, we will immediately issue a credit to your bank account for the amount in question without deduction.
  1. Delivery
  • Delivery of the products will be effected in the manner described on this website. i.e. Items purchased online will (subject to availability) be dispatched by courier as soon as practicable after receiving your order (and usually within three (3) business days).
  • Risk of damage to, or loss of the Goods, passes to the Client on Delivery, and the Client must ensure the Goods are inspected on Delivery.
  • We undertake to comply with the terms of our Shipping Policy in relation to ensuring delivery in a timely matter.
  • If the Client requests Town & Country Timber Flooring to leave Goods at an unattended location then such Goods shall be left at the Clients sole risk.
  • You acknowledge that we are not liable for any losses or damages suffered directly or indirectly by you as a consequence of any delay in dispatch or delivery.
  • Delivery time frame: 7 days Metro, 14 days country.
  • The client must take delivery by receipt or collection of the Goods whenever they are tendered for delivery. In the event that the Client is unable to take delivery of the Goods as arranged then Town & Country Timber Flooring shall be entitled to charge a reasonable free for re-delivery and/or storage.
  1. Refunds/Replacements
  • Under certain conditions, refunds/replacements are available for items valid for 14 days or longer.
  • We undertake to comply with the terms of our Refund Policy in relation to the refund of replacement products to our consumers.
  1. Security
  • Unfortunately, no data transmission over the Internet can be guaranteed as totally secure. Whilst we strive to protect such information, we do not warrant and cannot ensure the security of any information which you transmit to us. Accordingly, any information which you transmit to us, including your credit card details, is transmitted at your own risk.
  • Nevertheless, once we receive your transmission, we will take reasonable steps to preserve the security of such information.
  1. Privacy

We undertake to comply with the terms of our Privacy & Security Policy in relation to the collection and use of your personal information.

  1. Disclaimer & Limitation of Liability
  • To the extent permitted by law, we exclude all liability arising from or relating to your use of this website including the online purchase of Town & Country Timber Flooring products, as set out in our Legal Disclaimer.
  • Details contained on this website relating to goods and services have been prepared in accordance with Australian law and may not satisfy the laws of any other country. We do not warrant that the details on this website concerning those goods or services will satisfy the laws of any other country. It is your responsibility to determine whether these details satisfy the laws of the jurisdiction in which you reside (if that jurisdiction is outside Australia) and if the details do not satisfy the laws of your jurisdiction, you may not order any goods or services from this website.
  1. Changes to These Terms of Use

We reserve the right to amend these terms and conditions from time to time. Amendments will be effective immediately upon notification on this website. Your continued use of the website following such notification will represent an agreement by you to be bound by the terms and conditions as amended.

  1. Termination of Access

Access to this website may be terminated at any time by us without notice. Our disclaimer will nevertheless survive any such termination.

  1. Governing Law

These terms and conditions are governed by the laws in force in Victoria, Australia. You agree to submit to the jurisdiction of the courts of Victoria, Australia.

  1. General
  • We accept no liability for any failure to comply with these terms and conditions where such failure is due to circumstances beyond our reasonable control.
  • If we waive any rights available to us under these terms and conditions on one occasion, this does not means that those rights will automatically be waived on any other occasion.
  • If any of these terms and conditions are held to be invalid, unenforceable or illegal for any reason, the remaining terms and conditions shall nevertheless continue in full force.

Last updated: 21 June 2019

Returns and cancellation policy

We take pride in supplying top quality timber flooring products at great price to our customers, and we understand that sometimes – ‘people change their minds’.

If you do decide to return your order, you can cancel up to 14 days after the day of delivery for a full refund. Before returning, please contact our customer service team and they’ll supply you with a returns number. Any returned goods must be complete, unused, and in “as new” condition. Please ensure any goods being returned are packaged adequately to keep them safe on their journey. Unfortunately, any items received that are damaged or not packaged correctly will not be accepted back into stock.

We will also accept back any flooring or accessories left over after completing your installation for a 15% restocking fee (restrictions may apply). To do this, please contact our customer service team who will be able to assist you.

Please remember, in all situations where there is no manufacturing fault, you are responsible for returning the goods to us at your expense. Any returned goods must be complete, unused, and in “as new” condition.

If the products arrive with a manufacturing fault, please contact our Customer Services team immediately and we will make all the necessary arrangements to have the goods replaced.

If your order arrives as arranged, but – we are unable to deliver because there’s nobody home; the goods are refused; there’s inadequate help available; or the order is changed/cancelled within 48 hours of your delivery; you will be liable for any additional costs incurred for the goods being returned. The return delivery charge for failed deliveries varies as per the weight, dimensions, and location of the goods.

Please note – unfortunately, we cannot accept products which are bespoke, made to your specifications or cut from a roll, unless they’re faulty.

Find the best way to contact us here.

Top Tips:

Here’s a few tips on how to avoid returns in the first place, which will help you get your floor laid sooner:

  • Don’t order the flooring too early, either. If you want to stay within the 14 day returns period, we’re happy to hold onto stock until you’re ready to receive the flooring. Simply give us a call and we will try to arrange this for you.
  • Measure your room. Accurately measuring your room can reduce the need to buy more flooring or return spare stock. If you’ve got any questions, simply give us a call and we’ll help you out.
  • Double check your accessories. In most cases, we also supply accessories which match the floors to be laid. Often, these are suggested when you order your flooring, however, if you have any concerns or confusion about which accessories do and do not match, please give us a phone call and we’ll happily advise you.

Returns Restrictions

We are not obliged to accept any returns – whether partial or complete – 14 days after ordering. However, we will always try our best to accept return stock in any situation where it’s possible. Ultimately, returns are only accepted at the discretion of a management level staff member.

Please remember, in all situations where there is no manufacturing fault, you are responsible for returning the goods to us, at your expense, in complete, unused, and in “as new” condition and within 30 days of purchase.

If you have any concerns, please give us a call before you order and we will be happy to explain any restrictions on your product choice.

We are only able to accept orders back in to stock, if the product:

  • Is in perfect condition.
  • Is an item we keep in stock in one of our warehouses.
  • Is an item which we regularly sell.
  • Is returned in full packs – no partial packs will be accepted.

The products should be returned to us in the original packaging, as this is designed to keep the flooring as safe as possible in transit.


We aim to refund customers within 14 days after receiving goods back in our warehouse, or in the case of orders cancelled before dispatch, as soon as we receive written confirmation of your intention to cancel your order.

This Privacy Policy describes how your personal information is collected, used, and shared.
This privacy policy applies to all visitors, and our website users, members, and customers using or accessing our websites including www.tctf.com.au, www.btfo.com.au, www.buytimberflooringonline.com.au, www.timberflooring.melbourne, www.timberflooring.sydney, www.townandcountrytimberflooring.com.au, (the “Site”).


We are Town & Country Timber Flooring. You can find more information about us, including our full address, on our company website.


When you visit our website, we automatically collect non-personally-identifying information and personally-identifying information about your device, including information about your web browser, IP address, time zone. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site.

We don’t share your personal information with anyone, except to the response to a lawful request by public authorities, including to meet national security or law enforcement requirements or to protect our rights.


“Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. We use cookies across our sites to help identify and track visitors. Visitors who do not wish to have cookies placed on their computers should set their browsers to refuse cookies before using our websites, with the drawback that certain features may not function properly without the aid of cookies.


When you leave comments on the site we collect the data shown in the comments form, and also your IP address and browser user agent string to help spam detection.

An anonymized string created from your email address (also called a hash) may be provided to the Gravatar service to see if you are using it. The Gravatar service privacy policy is available here. After approval of your comment, your profile picture is visible to the public in the context of your comment.

Contact forms

Information submitted through the contact forms on our Site are sent to our company email, hosted by Gmail. You can find more about Google policy here.

While we keep these submissions for customer service purposes and never share with any third parties.


To help our support debug our product related issue, we might ask you to share a license key, name, email address, copy of your website, or login details with us. Since this is your website, you are the one responsible for its data and we strongly encourage you to share a staging site and remove any personal information from the database before sharing it with us.

Here are some important points about what happens with the site duplicates and data that is shared with our support:

When a debug or setting check is needed, we ask for access to the site or even a full copy of the site.
We use that access/duplicates strictly for debugging.
We do not share that data with anyone outside of the company.
We cannot be held responsible for any loss of private information from databases and of your website if that should occur. We recommend that you should only share staging site or have fully working backup of whatever website you share with us.

We do not store information of your credit cards and all payments are handled through payment gateways.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.

PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

Additionally, when you make a purchase or attempt to make a purchase through the Site we verify your credit card through a payment gateway, and we collect certain information from you, including your name, billing address, shipping address, payment information, email address, and phone number.


We don’t share, sell, trade or otherwise transfer your data with third-parties in a way as to reveal any of your personal information. However, some data is transferred and/or stored with third-party services we use to operate our websites, like Google Analytics, Google Adwords, Facebook, Easy Digital Downloads, Stripe, PayPal, Amazon SES, and Jilt.


To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.


If want to confirm what personal data we may have about you or wish to modify it or know the purpose of the collecting and processing or to stop data sharing and processing please contact us at info@tctf.com.au

You can also request information about your personal data consent source (if you haven’t provided it directly to us or use our products and services) or how long it will be stored. Also, you have right to erasure, if the data is not needed for the purpose you can ask to delete the data or cease processing it. You can also request to cease using your data for direct marketing purposes. You may withdraw your consent at any time by clicking the “unsubscribe” link that can be found in our emails.

If you think we haven’t complied with data protection laws of your country, you have a right to lodge a complaint with your data protection authority. Within the technical limits, on your request, we will provide you your personal data or to your data protection authority.

If we can not provide you the requested data in a reasonable timeframe we will let you know the date when the data will be provided and if we deny your request for data we will provide a reason why we have denied the request.


We do not knowingly collect personal information from children under the age of 13. If we determine we have collected personal information from a child younger than 13 years of age, we will take reasonable measures to remove that information from our systems. If you are under the age of 13, please do not submit any personal information through the Site, service, and Software.


We may include or offer third party products or services on our website, these third-party sites have separate and independent privacy policies and we do not hold any liability or responsibility for the content and activities of these linked sites.


We share your Personal Information with third parties like Google Analytics, Google Adwords, Facebook, etc. to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

You can opt out of targeted advertising by:


By becoming a Site user, member, customer of Town & Country Timber Flooring you acknowledge and agree to be signed up for our newsletter. From time to time, we may want to contact you with information about product announcements, software updates, and special offers. You may opt-out of such communications at any time by clicking the “unsubscribe” link found within the emails. We will only send marketing communications to users located in the EEA with their prior consent.


We may need to update this Policy to keep pace with changes in our Site, Software, and Services, our business, and laws applicable to us and you. We will, however, always maintain our commitment to respect your privacy. we will notify you by revising the “Last Updated” date at the bottom of this Privacy Policy and, in some cases, we may provide you with additional notice (such as adding a statement to our homepage or sending you an email notification). Please note that your continued use our Site, software, and services, after any change of policy means that you agree with the new policy and consent to be bound to it.


For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at: info@tctf.com.au

Last updated: 26 June 2019

Start typing and press Enter to search

Shopping Cart

No products in the cart.