WHAT can be returned?
Any item purchased within 24 hours of delivery with a defect (colour variations due to different screens/monitors are not considered a defect or fault). In special situations we will extend this time limit. We do however have a full exchange service instore — there you can exchange your rug for store credit but will not receive a refund unless the item is defective.
WHEN do items need to be returned by?
Customers must contact us within 24 hours of delivery to report any issues or initiate a return. Once approved, the item must be shipped back or returned to our showroom within 7 days.
WHERE do items need to be returned to?
Items can be shipped back to our warehouse or returned in-store at our Carrum Downs showroom.
HOW do customers return items?
Items can be either shipped back or returned in-store. Please contact us before sending your item back so we can guide you through the process. Our contact number for returns is 03 9783 9100.
SHIPPING for returns?
We do not refund shipping rates — we will get a quote for shipping and inform you of the cost involved. We will however pay the return shipping on a defective product. Should a customer decide to return a product simply because they have changed their mind, the customer is responsible for return shipping costs and a 15% restocking fee will apply.
CREDIT for returns?
If an item is damaged or faulty, a full refund will be issued to the customer. If the customer is simply regretting their purchase, we offer an exchange system which is in-store only. The customer can either exchange their rug for another or be given store credit. Should a customer decide to return a product simply because they have changed their mind, the customer is responsible for return shipping costs and a 15% restocking fee will apply.
Conditions of refunds/exchange?
Upon arrival the item will be assessed. If it is found that the rug has been actively used, damaged, or stained and the problem is not a factory fault, then a refund or exchange will not be issued. If you are looking to refund or exchange a rug, you must roll it up and store it in a dry area until it is returned. Rugs must be returned rolled in their original protective packaging with all original tags attached.