If you believe the item you have received is faulty, please contact us as soon as possible with your order number, name and address and the details of the product and it’s fault. We may ask that you provide us with photos of the product showing any damage/faults. Please advise us within seven days of receiving the faulty item, this allows us to arrange an exchange, repair or refund for you as quickly as possible in accordance with Australian Consumer Law.
Some of the items we stock are handmade and will have handmade characteristics. These are not faults and their uniqueness is to be embraced. These characteristics cannot be used as the basis for a refund. Please choose carefully and contact us if you would like more information about the product before purchasing.
Colour variances are classified as a change of mind return. Please allow for colour to vary slightly, as every screen monitor is different.
We are unable to accept change of mind returns (with the exception of rugs).
Important: Please note that there are no returns on sale stock.
We understand that buying a rug can be daunting, which is why we offer change of mind returns on our rugs (excludes The Rug Collection Zigo Rug).
If the rug you have purchased is not what you had in mind, just return the item (undamaged and in its original condition) within 14 days of receipt of your delivery.
A 10% restocking fee applies per product being returned.
We will arrange a courier pick up for a flat fee of $29.95 (per item you are returning) - this cost will be deducted from the refund/credit.
Once the rug is returned and assessed we will then provide you with a refund or store credit.
Please allow for colouring to vary slightly, as every screen monitor is different. Colour variances will be classified as a change of mind return and return fees will apply.
We reserve the right to reject any returns that do not meet these requirements.
If your rug arrives in less than perfect condition or you have received the wrong rug please contact us within 7 days. We may ask that you provide us with photos of the product showing any damage/faults. This allows us to arrange an exchange, repair or refund for you as quickly as possible in accordance with Australian Consumer Law.
Important: Please note that there are no returns on clearance stock.
For security reasons we can only make refunds to the original payment method you used to place your order. Please see the table below for how long it typically takes for returns to be processed once the returned item has been received.
|Payment Method||Processing Time||Timeframe for refund to show in your account once refund is processed|
|Bank Transfer||Up to 10 working days||3-5 business days|
|Debit Card||Up to 10 working days||3 business days|
|Credit Card||Up to 10 working days||
2-3 business days. Terms may vary between bank & card companies
|Paypal||Up to 10 working days||5-7 days business days|
|Zip Money||Up to 10 working days||5-7 days business days|
|AfterPay||Up to 10 working days||5-7 business days|