Refund policy
We want you to be completely satisfied with your purchase. If you're not entirely happy with your rug, we're here to help.
Return Eligibility
- Timeframe: You may return your rug within 7 days of receiving it.
- Condition: Items must be unused, in their original condition, and in the original or similar packaging.
- Non-returnable Items: Custom-made rugs, clearance items, and gift cards are non-returnable unless faulty or damaged.
Return Process
- Contact Us: Email us at rugsmelbourne@gmail.com to initiate a return. We'll provide you with all details and return instructions.
- Packaging: Ensure the rug is securely packaged to prevent damage during transit.
- Shipping: Return shipping costs are the responsibility of the customer. We can assist in arranging return shipping if needed; associated costs will be deducted from your refund.
- You are welcome to drop rug off at any of our retail stores
Refunds
- Processing Time: Once we receive and inspect the returned rug, refunds will be processed within 5 business days.
- Deductions: Shipping Costs if arranged via our courier.
- Method: Refunds will be issued to your original method of payment.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same product, email us at rugsmelbourne@gmail.com.
Cancellations
Orders can be cancelled before they are processed. If the order has already been processed, cancellation may incur return freight and restocking fees.
Contact Us
For any questions regarding returns or refunds, please contact us at
rugsmelbourne@gmail.com.