Return & Refund Policy
>Start your return
We at Rugaustralia hope you love your new purchase. If you are not satisfied, we will happily accept your return for a refund, subject to the conditions below.
- 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 Final Sale items.
- 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.
- We do not accept packages returned via C.O.D. Return shipping charges are non-refundable.
- 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.
- In the event that you make a purchase during a promotion where the total discount you received is dependent on the total cost of the order (ex. Buy More, Save More Sale) and you wish to return the item(s), the discount you qualified for is subject to change to a lower discount as dictated by the promotion. A refund will then be recalculated according to promotional terms.
- Returns have a $10 AUD flat fee if you use our discounted label. You may also ship through your preferred courier at your own expense.
*Please note that the shipping fee for your original order is nonrefundable.
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.
- 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/exchange
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*.
*Typically it takes 3-7 business days for the receiving bank to credit the money to your account.
We do not provide return service for products with following conditions
- Final Sale Items (Final Sale Rugs are indicated as "Final Sale" and cannot be returned for exchange, credit or refunds.)
- Any damage caused by individual factors, such as:
(a) Products have been used, damaged, or tainted including smell which would affect the ability to resell.(b) Products altered or washed.
Feel free to contact us with any further questions or concerns.