Refund policy

Returns and Refund Policy

Change of Mind Returns

We accept change-of-mind returns within 30 days of delivery.

To be eligible, the rug must be unused, unwashed, unaltered and in its original condition. It must be free from marks, stains, pet hair, odours or other signs of use, with tags attached and the original packaging included where reasonably possible.

Please contact us before returning an item. Change-of-mind returns sent without prior authorisation might not be accepted.

Customers are responsible for change-of-mind return shipping costs. Original delivery charges are not refundable unless required by law.

Damaged, Faulty or Incorrect Items

Please inspect your order after delivery and contact us as soon as possible if the item is damaged, faulty, incorrect or materially different from its description.

Please provide your order number, a description of the problem and clear photographs where possible. We may need to assess the item before providing a remedy.

Your rights for faulty products are not limited to 48 hours and are protected by the Australian Consumer Law.

Where an item does not meet the consumer guarantees under the Australian Consumer Law, you may be entitled to a repair, replacement or refund depending on the nature of the problem.

Return Shipping for Faulty Items

If the item is confirmed to be faulty, damaged, incorrect or not as described, we will cover or reimburse reasonable return shipping costs. For large or heavy items, we may arrange collection.

Return Process

1. Contact us at info@rugwarehouseoutlet.com.au with your order number and reason for return.
2. Wait for return authorisation and return instructions.
3. Package the item securely to prevent damage during transit.
4. Use a trackable delivery service and retain proof of postage.
5. After receiving and assessing the item, we will advise you of the available remedy.

Refunds

Approved refunds will be issued to the original payment method. Your bank or payment provider may require additional time to process the refund.

Colour and Product Appearance

We make reasonable efforts to display product colours accurately. Colours may appear slightly different depending on screen settings, lighting and the surrounding environment.

This does not limit your rights where a product is materially different from its description, images or sample.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.

Contact

Email: info@rugwarehouseoutlet.com.au