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!