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!
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.
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 -
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 shall send the rug back to you plus shipping costs to your destination if you wish to do so and 20% restocking fee will be applied for the value of the item.
We shall charge a 20% restocking fee for the value of the item, for all change of mind returns.
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 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.
Measurements may vary by 2-3%. Returning a rug due to such size variance is classified as a change of mind return and our terms & conditions apply. A change of mind return after purchase is only valid within 5 days receipt of your shipment.
All rugs are susceptible to fading/wear from foot traffic, use, sunlight & cleaning. Returning a rug due to fading/wear outside of our 5 days of return policy is not possible as this is a natural tendency for a rug.
We recommend rotating a rug every three months. Advice from manufacturers is that shoes should not be worn on a rug.
The following common characteristics are not considered defects.
If you would like to exchange your item for a different design or size please follow our normal returns procedure above, but just mention in your email to us that you wish to arrange an exchange. Please note that exchange will be considered as 'Change of mind' and you will be responsible for all shipping charges to facilitate exchange. Once we receive your item back we will then contact you to arrange the exchange and dispatch of your new item.
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 -
If this does occur, handling and restocking fee may apply up to 20% of the value of the item or unfortunately no refund!
When returning or cancelling your order, the way you originally paid for the purchase will determine how you are refunded. If you paid by credit or debit card, we’ll refund the same card originally used to place and pay for the order.
Refunds can take up to 14 days to process.