Return & Refund Policy
Enjoy Peace of Mind with Our 30-Day Return Policy
At Rugaustralia, we understand that buying the perfect rug for your home is a significant decision. That's why we offer a hassle-free 30-day return policy for all our customers in Australia. If your new rug doesn't meet your expectations, simply return it within 30 days of receipt, please note that return postage costs are the responsibility of the buyer. We make the process easy and convenient, ensuring a full refund, as per your preference. Shop with confidence, knowing that your satisfaction is our top priority.
We do not accept returns in the following circumstances:
- We will not refund any items that are used, damaged, stained, scented, or altered in any way. All items must have original package.
- We will not refund any items that are sent back without filing a return request (email us at email@example.com before you return the item).
- If an item is returned to us damaged, used or in an unsuitable condition, you will not be refunded.
- Rugaustralia reserves the right to refuse any compromised items affected by the individual factors mentioned above. In some cases, Rugaustralia might charge a cleaning/restocking fee.
If you have quality issue to report, you can contact our customer care team within 5 business days of receiving your product and we will assist you with the return and refund process.Responsibility
- Returned items are the responsibility of the customer until we receive them. Please make sure they're packed properly so as to avoid any damage in transit.
- As the parcel remains your responsibility until it arrives, be sure to get proof of postage in case you need to contact us about your return. We are not responsible for any items that are returned to us by mistake. If we are able to locate the items and you'd like them returned to you, we may ask you to cover the delivery cost.
- We are not able to refund any tax or duty charged by customs border office.
Instructions on how to return
Please send us an email at firstname.lastname@example.org and indicate the Order ID which you would like to return and the reason for the return. Our Customer Service team will reply to your email and all other relevant information will be given to you at this time (including a return shipping label).
*If the customer chooses to self-return (without a pre-paid label) the Express shipping fees will be at the customer's own expense. The label provided by Rugaustralia's Return Department for self-return is a postage-required label, NOT a pre-paid label.
- Print out the return shipping label sent to your e-mail
- Pack the returning goods into boxes and stick the return shipping label outside the box.
- Drop the package to your preferred HUNTER EXPRESS or AUSTRALIA POST drop off location.
- Your refund/store credit will be processed within 14 days once we have received your package. You will receive a separate e-mail when refund processed*