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Our return policy designed to ensure minimal hassle to you, should
something out of the ordinary occur during the purchase process!

Note: Any images you can provide us are much appreciated and can
help speed up the returns process!

 

Steps to follow:

  • Lodge enquiry via email/phone within 5 days of receiving your order
  • We’ll book pick-up on your behalf and will send you labels to print out.
  • Rug will be collected on your decided date.
  • Refund/replacement will be processed once inspected.

 

Damaged in transit

Unfortunately, items are occasionally damaged in transit.

DOA (Damaged on arrival) –

Please refuse that shipment and let us know what has happened.
You can then choose to either receive a full refund, or we can have
another rug shipped out to you. Replacement rug will start its journey
on the same day you notify us, in this case only!

After accepting the rug, you realised it’s been damaged –

We’re still happy to accept this return, no problem at all. Please take
photos clearly showing the damage and contact us as soon as possible,
within 3 business days of receiving your delivery and please also
check ‘Steps to follow’ in this case.

You’re still able to choose those two options of a full refund or having
the rug replaced.

 

Change of mind (no issue at all) –

We want you to feel confident when buying on TheRugs.com.au.
Should you change your mind about a purchase you have made
with us, you have the option of returning the item within 5 days
of having received it and can opt for a store credit or a full refund,
No Questions Asked! You will be responsible for all shipping charges
to facilitate change of mind return.

Return Eligibility -

  • Must contact us within 5 days of receiving your order.
  • We require the returned product(s) to be unused and in the
    original packaging. Any items that are not returned to us in the
    original packaging and/or in original condition will incur an
    additional handling fee (deducted from your refund). This also
    includes not packing the item up sufficiently to avoid damage in
    transit back to us. Please use the packing material the item was
    sent with or contact us to get more advice on this!

Items returned must be in 'as-new' condition. This means you have
not used, assembled, damaged or washed any of the items. Please
also note that 'The Rugs' accepts no responsibility for incorrectly
packaged rug returns and will be unable to process refunds for rugs
damaged in transit due to incorrect packaging methods. If this does
occur, we may send the rug back to you plus shipping costs to your
destination if you wish to do so or a handling and restocking fee may
apply up to 20% of the value of the item.

On an average, return shipping cost will be $39.95 but these charges
can vary depending on cubic weight of rug/s and pickup address. Please
contact us to check return charges!

Moving forward, please must check 'Steps to follow', which you
can find on the top of this page!

 

Our mistake...wrong item delivered!

Our apology, we may accidentally ship the wrong item to you. If you
have received an incorrect item, let us know as soon as you can, ideally
within 3 business days of receiving your delivery. We will offer to send
you the correct item and arrange for the pickup and return of the incorrectly
shipped item at no cost to you.

Note: Any images you can provide us are much appreciated and can help
speed up the returns process.

 

Drop-off

Returns can also be dropped off within our Sydney warehouse. Being in
warehouse environment, please consider that exchanges are not possible.
We also need to have our warehouse staff inspect the rug prior to
refund/replacement.

Please also note that The Rugs accepts no responsibility of drop-off
and will be unable to process refunds, if -

  • Rug got dirt marks/damaged due to incorrect packaging methods.
  • No paperwork was attached while dropping and get lost in
    warehouse environment.

If this does occur, handling and restocking fee may apply up to 20% of the
value of the item or unfortunately no refund!

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