Returns Policy

Returns Policy main image Returns Policy image

WHAT can be returned?
All purchased items can be returned.

WHEN do items need to be returned by?
You have 30 days from the date of purchase to return the purchased rugs, we do not accept any returns after this time period.

WHERE do items need to be returned to?
Purchased items can be returned at our Gold Coast Warehouse in Qld (address will be provided when return process is initiated)

HOW do customers return items?
To return any purchased items please email info@rug.com.au within 30 days of the purchase date and you will receive a return authorisation number. 

SHIPPING for returns?
Arranging delivery to our Gold Coast warehouse and all of its associated costs on returns is the responsibility of the customer. (There is no restocking fee) 

CREDIT for returns?
Upon receiving the unused returned item(s) in its original condition we will issue a refund by crediting your original payment method within a week.

HOW do customers exchange purchased items?
To exchange any purchased items follow the above steps to return the purchased item(s) for full refund and then purchase the desired item(s) directly on the website again.

What happens if you wish to cancel while item(s) are in transit?
If an order is cancelled whilst in transit with the courier company, you will have to wait until the item(s) arrive to you and then you can initiate the return procedure following the above guidelines.

Packing materials?
Items will need to be in its original packaging for returns, and must be unused and its original condition.