You can feel confident buying one of our rugs knowing that if you're unhappy with it in any way you can simply return it for a refund.
Returns
You must notify us within 30 days of receiving your rug for a change-of-mind return. If more than 30 days has passed we will not be able to take back any change-of-mind returns.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back without a return authorisation from us.
Return shipping is payable on all change-of-mind returns. Minimum cost is $30 (+10% restocking fee). This cost can be higher depending on the rug size and your location — if you'd like to know the cost for your area please contact us.
Please note in the rare case there is a fault with the rug, we will fully cover return shipping.
There are certain situations where only partial refunds are granted (if applicable):
Cancellations
If you order a rug and want to cancel before it's shipped, we must be notified at least 48 hours before the rug is shipped. Shipping is usually organised and paid for the day before dispatch and that cost is non-refundable. If you want to cancel after this period we can usually have the rug returned to us by the courier, however there is a cost involved.
Please note Afterpay and Zip orders attract a 5% cancellation fee.
Refunds
Once your return is received and inspected, we will email you to confirm receipt and notify you of the approval or rejection of your refund.
If approved, the refund will be processed and a credit applied to your original method of payment within a few business days.
You'll receive a notification when your refund is approved and processed.
Please allow 5–15 business days for a return to be processed once it's back in the warehouse.
Late or missing refunds (if applicable)
If you haven't received a refund yet:
Exchanges (if applicable)
If you're unhappy with your rug, just send it back. Email us at info@floorsome.com.au and we'll organise your return. (For change-of-mind returns there will be a return shipping fee payable.)
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned item is received, a code you can use to access your credit will be emailed to you.
If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we'll send a refund to the gift giver.
Shipping
To return your product, please contact us first.
You'll be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Return shipping costs vary by location. Our standard cost for metro areas is around $30; if you live in a remote location and want to return a large rug, the cost can be higher. If you're unsure, ask us for a price.
Depending on where you live, the time it may take for an exchanged product to reach you may vary.
On the rare occasion you receive a faulty product, we'll organise a courier to collect the rug. We'll send paperwork that must be printed and attached to the rug. The rug must be ready for collection with the paperwork attached on the day of pickup. If the rug isn't ready, the courier may charge to return, which we'll need to deduct from your refund.
Rug Underlay
Please note rug underlay is not eligible for change-of-mind returns.
