Refund Policy
This policy explains how returns, refunds, and exchanges work at Australian Rug. 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)
Australian Rug 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 Australian Rug — including, but not limited to, 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.