Refund Policy
This policy explains how returns, refunds, and exchanges work at Rugs Australia. It applies in addition to, and does not limit, your rights under the Australian Consumer Law (ACL).
Your rights under the Australian Consumer Law: Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. These rights apply whether you purchased online or in-store, are not limited to 14 days, and are not affected by any time limit, condition, or exclusion elsewhere in this policy.
Change of Mind Returns (Online Purchases)
Rugs Australia offers a 14-day change-of-mind return period on items purchased online. After 14 days have passed, we are unable to offer a change-of-mind refund or exchange. This time limit applies to change-of-mind returns only and does not affect your rights under the Australian Consumer Law.
To be eligible for a change-of-mind return, the item must be unused, in its original condition, and in its original packaging.
For all change-of-mind returns, we require proof of purchase, such as your original receipt or order confirmation (emailed to you at the time of purchase).
Returns Due to Our Error
If a return is required because of an error by Rugs Australia — including, incorrect size, incorrect address, incorrect item, duplicate shipment, or an order cancelled prior to the ship date — we will arrange a pre-paid return shipping label or other suitable method for returning the item at no cost to you. A full refund of the item and freight will be issued once the returned item is received.
Return Shipping, Inspection, and Refund Process (Change of Mind)
To make a change-of-mind return, please contact us first at support@ausrugs.com.au to confirm the return process, then send your item to our returns warehouse:
Rugs Australia – Returns
Frankston – Dandenong Road, Dandenong South, VIC 3175, Australia
For change-of-mind returns, you are responsible for the cost of returning your item to our warehouse, and this shipping cost is non-refundable.
Once your item arrives at our warehouse, we will inspect it, generally within 1–2 business days, to confirm its condition and whether your return is approved. We will email you to confirm the outcome.
If the item is confirmed to be unused and in its original condition, we will release your refund to your original payment method within 2 business days of approval. If the item is found to be damaged, or shows signs of use or missing parts beyond what is reasonably expected for a change-of-mind return, the cost of that damage or shortfall will be deducted from your refund, and the remaining balance will be refunded to your original payment method.
For items valued over $75, we recommend using a trackable shipping service or purchasing shipping insurance for change-of-mind returns, as we cannot guarantee receipt of items sent without tracking.
This process applies to change-of-mind returns only. Where a return relates to a fault, or the goods are not of acceptable quality or not as described, your remedy is determined by the Australian Consumer Law, as set out above. In that case, we will cover or reimburse reasonable return shipping costs, and we will not deduct any amount from your refund in relation to the defect you are claiming.
Delivery times for exchanged items may vary depending on your location.
Sale Items
Sale items are not eligible for a change-of-mind refund or exchange — please choose carefully before purchasing a sale item. This does not affect your rights under the Australian Consumer Law where a sale item is faulty, not of acceptable quality, or not as described.
Exchanges
Outside of your rights under the Australian Consumer Law, we are able to offer an exchange for the same item where it is defective or damaged. To request an exchange, email us at support@ausrugs.com.au.
In-Store Purchases
Items purchased in-store at a Rugs Australia store are not eligible for a change-of-mind refund, but are eligible for a change-of-mind exchange within 3 days of purchase, where the item is unused and returned in its original condition. Please discuss this with our staff at the time of purchase.
This change-of-mind policy does not limit your rights under the Australian Consumer Law. Where an item purchased in-store is faulty, not of acceptable quality, significantly different from its description, or otherwise does not meet a consumer guarantee, you are entitled to a repair, replacement, or refund in accordance with the Australian Consumer Law, regardless of the 3-day period referred to above.
Late or Missing Refunds
If you haven't received your refund, please check your bank account first — it can also take your card provider a few business days to process the refund. If you still haven't received it within 5 business days, please contact us at support@ausrugs.com.au and we will follow up directly with you.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return once the returned item is received.
If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send the refund to the gift giver, and they will be notified of your return.
Regardless of how an item was purchased, the person who received the goods may still exercise any applicable rights under the Australian Consumer Law directly with us.
Payment Methods
We accept the payment methods displayed at checkout on www.ausrugs.com.au, which may include PayPal, Shopify Payments, and other providers made available at the time of your purchase. All transactions are processed using industry-standard SSL encryption by our payment providers. Rugs Australia does not store your full payment card details — this information is held securely by our payment providers while your payment is being processed.