Returns Policy

Returns 
We have a 14 day returns policy; this means that you have up to 14 days from the date of receiving your rug to return it. If 14 days have passed, unfortunately we can’t offer you a refund or exchange.

All return shipping costs are the responsibility of the customer.

To be eligible for a refund, your item must be unused and in the same condition that you received it. It must be in the original or similar packaging.

Once our warehouse has received your returned product and inspected that it is not damaged and is in a saleable condition your refund will be process within 48 hours of receiving.

Return shipping
To return your product, please contact us via this form. From there will then provide you with a return address and return authorisation number.

Returns can be arranged by your own courier or we can arrange one for you. You will be responsible for paying for your own shipping costs for returns. If your refund is approved, and you’d like us to organise the courier, $50 shipping will be deducted from your refund amount.

Cancellation of orders that have already been processed; the return costs are to be paid by the customer.

Please allow up to 10 business days for your return to be received back to our warehouse depending on where you are located.

Refunds 
Once your return is received and inspected, we will send you an email to notify you that we have received your item. We will also notify you of the approval or rejection of your refund. 

Please allow up to 5 business days for your return to be received back to our warehouse. Once received, processing can take up to 5 business days before your refund is issued by our team.

If your refund has been approved, it will be processed with a $50 flat rate shipping charge per rug plus a $35 restocking fee applies to all return orders. The credit will be automatically applied to your original method of payment.

Clearance items 
Only regular or sale priced items may be refunded, heavily discounted clearance items cannot be refunded unless applicable under Australian Consumer Rights (unless specified).

Exchanges
We only replace items free of charge if they are defective or damaged. You can do this via this form

Clearance items 
Only regular or sale priced items may be refunded, heavily discounted clearance items cannot be refunded unless applicable under Australian Consumer Rights (unless specified).

Exchanges
We only replace items free of charge if they are defective or damaged. You can do this via this form

Non-returnable items
Gift cards
Made to order items (such as customised runners)
Any items not in their original condition, or damaged items that were not due to our error.