Returns

We want you to love your rug. If it’s not quite right, we’re here to help.

We accept change of mind returns and exchanges within 14 days of delivery, provided the item meets the conditions below.

Return Eligibility

To be eligible for a return or exchange:

• Items must be returned unused, in original condition, and free from any signs of wear, marks or odours (including pet or human use)

• Items must be returned in original packaging or securely wrapped to protect them during transit

• Items used for styling, staging, events or temporary use are not eligible for return

• Items marked as ‘clearance’ or ‘discontinued’ are final sale and not eligible for return or exchange

We recommend keeping your packaging until you’re certain your rug is right for your space, as this will make the return process much easier.

All returns are subject to inspection upon arrival. Items that do not meet these conditions may be refused or subject to additional charges.

How to Return or Exchange Your Item

Step 1
Ensure your item meets the return conditions above.

Step 2
Lodge your return or exchange request via our Account Portal within 14 days of receiving your order.

Step 3
Once approved, we will provide return instructions and arrange collection if required. Return shipping costs will be advised at this stage.

Returns must be dispatched within 5 business days of approval.

Customers are responsible for ensuring items are securely packaged, ready for collection at the agreed time, and that any return labels are printed and attached. Missed collections may incur additional fees.

Returns that arrive damaged due to insufficient packaging may be rejected.

Return & Exchange Options

Store Credit (recommended)
Receive the full purchase value with no return handling fee applied. Store credit is valid for 3 years and can be used across our full range.

Exchange
Exchange your rug for another style or size. If there is a price difference, this will be payable at the time of exchange. If exchanging for a lower-priced item, any remaining balance will be issued as a store credit.

Exchanges are subject to stock availability at the time of processing.

Refund
Refunds are processed back to your original payment method. A 10% return handling fee applies to refunds on change of mind returns.

Return Shipping

Return shipping is the responsibility of the customer.

Because rugs are bulky items, return shipping costs vary depending on size and location and are typically higher than standard delivery charges due to the handling required.

If we arrange return freight on your behalf, the cost will be deducted from your refund, store credit, or exchange balance.

Original delivery costs are non-refundable.

Processing Time

Once your rug has been returned and received by our warehouse, it will be inspected to ensure it meets our return conditions.

Refunds, store credits, or exchanges will be processed once approved. Please allow up to 10–15 business days for processing. Processing times may vary during peak periods.

Any applicable deductions will be confirmed prior to processing your refund.

Colour & Product Variation

We make every effort to display colours as accurately as possible. However, variations may occur due to lighting, screen settings, and surrounding décor.

Rugs may appear different depending on lighting conditions and the space they are placed in. Pattern and design may vary depending on the size and shape of the rug.

Returns relating to colour, pattern variation, preference, fit, or expectation are considered change of mind returns.

Product Characteristics

The following are not considered faults:

• Shedding and sprouting in natural fibre rugs (including wool and jute)

• Minor size variation (1–4%)

• Natural variations in handmade rugs, including weave and finish

• Fading due to sunlight, foot traffic or general use

Rugs may arrive folded or rolled and may take time to settle once laid flat. This is a normal characteristic and not considered a fault.

Faults

If your rug arrives damaged, faulty or incorrect, please contact us within 7 days of delivery with clear photos.

Where a product is confirmed to be faulty under Australian Consumer Law, we will provide an appropriate resolution, which may include repair, replacement or refund.

Items damaged due to misuse, incorrect care, fair wear and tear, or failure to follow care instructions are not considered faulty.

Clearance Items

Items marked as ‘clearance’ or ‘discontinued’ are final sale and not eligible for return or exchange.

Homewares & Prints

We do not accept change of mind returns or exchanges on prints or homewares.

Need Help?

If you need assistance, please contact us at hello@simplestyleco.com.au — we’re always happy to help.