Returns
Change of mind
At Rugs Online Rugs should you change your mind within 14 days of receiving your rug, we are happy for you to return it no questions asked*. Simply contact us and we'll help you.
Because of the extremely cheap prices that we offer, we have a few conditions associated with refunds.
Restocking Fee: Rugs Online Rugs will deduct a 20% restocking fee that we get charged when returning rugs to our supplier. This isn't ideal but enables us to offer the very best prices online across Australia.
Shipping:
- $29.95 minimum return shipping fee* per item. Return shipping fee can be SIGNIFICANTLY HIGHER.
- Original Shipping Fee being a minimum of $29.95 per item is not refunded, if there is a free shipping fee promotion on, the original shipping fee will still be charged.
- You are free to choose your own method of return delivery that is convenient for you but by a courier shipping company only.
Return Eligibility:
- Must contact us within 14 days of receiving your order. We will have trouble processing any claims outside of this time period.
- 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. Of course, you are free to lay out the rug to test if it suits your room but please do not let it get dirty or damaged, NO SIGNS OF PET OR HUMAN USE.
- You are responsible for the rug until gets to our warehouse with responsibility to print & securely tape return labels to an item being returned. If any damage to the rug is apparent when the rug is received at our warehouse, we will be unable to process your return or refund.
* Items that are "Not Eligible" for change of mind returns: Made to order rugs, Custom size rugs and Runner orders, Underlays, Clearance and Designer rugs.
* We are also not able to process cancellations of Made to order, Clearance or Designer rugs.
* We’ll send you a return shipping label. Items sent back to us without first requesting a return will not be accepted.
* We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment, should hit you account within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@rugsonlinerugs.com.au.
* If the return and refund is refused we can organise re-delivery of the rug for a flat rate fee of $29.95 if you are outside flat shipping rate areas we are unable to offer a flat rate return which Return shipping fee can be SIGNIFICANTLY HIGHER. Which a quote can be provided and then invoiced before shipping.
Exchanges:
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Cancellations or changes to order details:
Once an order is placed, it is immediately sent to our distribution warehouse for processing and shipping preparation. This unfortunately means that once an order has been placed, it is difficult for us to alter or change it. Please contact us and we'll do our best to accommodate. Changes to a delivery address may be possible but will incur a 'change of address' fee. An order cancellation request can also be put through and if successful will result in a store credit being issued. Please note that Rugs Online Rugs has sole authority to refuse any cancellations or order amendments.
Rugs That Arrive Damaged:
Unfortunately, sometimes this happens. If it is clearly damaged then please refuse the delivery from the courier. If you notice that it's damaged once it's opened, we will help you to exchange the item for a new one free of charge or can arrange for store credit. A full refund will be issued if no stock is available to exchange, and a courier pickup will be arranged for the damaged item. Please contact us within 7 days of receiving your order and we'll take it from there.
Wrong item delivered:
Our sincere apology, we may accidentally ship the wrong item to you. If you have received an incorrect item, let us know as soon as possible, 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. Please note the item must be in the same condition, with tags and packaging as received, to be returned.
Note: Any images you can provide us are much appreciated and can help speed up the returns process.
Note: Rugs Online Rugs reserves the right to refuse service for an any non-discriminatory reason. If your order is refused, an email will be sent to you explaining the cancellation and a refund will be issued immediately.
To discuss shipping contact us below using contact form.