You can feel confident buying one of our rugs knowing that if you are unhappy with it in any way you can simply return it for a refund.
You must notify us within 14 days of receiving your rug for a change of mind return. If more than 14 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 authorization from us.
Return shipping is payable on all change of mind returns, minimum cost is $30 ( +10% restocking fee) (Please note this cost can be higher depending on the rug and location you are in, if you would like to know the cost for your area please contact us).
Please note in the rare situation 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)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 14 days after delivery
Please note if you order a rug and then want to cancel it before its shipped we must be notified 48 hours before the rug has been shipped. The reason for this is usually shipping is organised and paid for the day before the rug is shipped and this cost is non refundable. If you do want to cancel after this period we can usually have the rug returned to us by the courier however there is a cost involved in doing so.
(Please note Afterpay and Zip orders attract a 5% cancellation fee)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
You will receive a notification when you refund is approved an processed.
Please allow 5 - 15 business days for a return to be processed once its back in the warehouse.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
Exchanges (if applicable)
If you are unhappy with your mat just sent it back! Send us an email at email@example.com and we will organise your return. (Please note for change of mind returns there will be a return shipping fee payable).
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, 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 will send a refund to the gift giver .
To return your product, please contact us.
You will be responsible for paying for 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.
Please note depending on your location return shipping costs can vary largely. Our standard cost for metro areas is usually $30 however if you live in a more remote location and want to return a large rug this cost can be much higher. If you are unsure please ask us for a price.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
On the rare occasion you have received a faulty product we will organise a courier to collect the rug, we will organise paperwork that must be printed and attached to the rug. The rug must be ready to be collected with the paperwork attached on the day of pickup. If the rug is not ready the courier may charge to go back and collect it again which we will need to deduct off your refund.
Please note rug underlay is not eligible for change of mind returns.