These Terms and Conditions ("Terms") govern your purchase of rugs and related floor covering products from Australian Rug ("Australian Rug", "we", "us", or "our").

These Terms are subject to the Australian Consumer Law (ACL). Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot lawfully be excluded, restricted, or modified under the ACL.

1.1. You must book your goods for delivery or pickup within 14 days of us notifying you your goods are ready for pickup or delivery, or we may cancel your order.

1.2. Delivery times quoted by Australian Rug are approximate only and are subject to possible changes.

1.3. We agree to deliver goods to you on the understanding reasonable access is available. If proper access is not available or you are not home on the agreed delivery date, you will be charged for any subsequent delivery.

1.4. It is your responsibility to take measurements to ensure your rug will fit in the intended area. We are not responsible for goods that have not been measured and subsequently do not fit where intended, except where the goods are not fit for a particular purpose you made known to us before purchase, in accordance with the Australian Consumer Law.

1.5. On the delivery date, you must inspect your goods carefully before the delivery team leaves your house. Any damage detected should be immediately reported to the store while the delivery team are present. Once you have signed the delivery acceptance note confirming you have received your goods in good condition, that note is evidence of the visible condition of the goods at the time of delivery. It does not limit or exclude your rights under the Australian Consumer Law in relation to defects that were not reasonably apparent at the time of delivery.

1.6. Be advised – stairs or any additional handling may incur extra charges.

1.7. If you are buying any floor stock items from one of our stores, on pickup from our store or warehouse, inspect your goods carefully. Any damage detected should be immediately reported to us and noted on the pickup copy. Once you have signed the pickup note, that note is evidence of the visible condition of the goods at the time of pickup. We are not responsible for damage that subsequently occurs during your own transportation of the goods, except to the extent caused by our negligence or as required by the Australian Consumer Law.

1.8. Due to OH&S requirements, our store and warehouse staff cannot assist you in lifting your goods when you pick up. Please arrange for someone to come with you to assist you with loading and lifting your items to your transport.

1.9. Please organise adequate protection for your floors and internal surfaces prior to delivery, as we are not responsible for damage to your floors or internal surfaces caused in any way by the delivery of your goods, except to the extent caused by our negligence. Due to OH&S requirements, delivery personnel must always wear appropriate footwear, so take measures to ensure your floors and internal surfaces are protected.

2.1. In Store Transactions

2.1.1. For initial and final deposits/payments, we accept cash, credit card, EFTPOS, as well as bank/personal cheques.

2.1.2. For final payment/balance, we will also accept bank transfers. This transaction must be completed at least 3 business days prior to your delivery/pickup date to ensure our Accounts Department has validated it; we will not release your goods until your transaction has been validated.

2.1.3. Personal cheques will not be accepted as your final/balance payment, and goods will not be delivered unless the invoice is paid in full.

2.1.4. In exceptional circumstances, if goods are delivered without full payment and debt collection services are subsequently required, the customer will be responsible for our reasonable debt collection costs and expenses actually incurred in recovering the outstanding balance, including agency fees and legal costs reasonably incurred, and reflecting our genuine costs rather than a fixed penalty.

2.2. Online Transactions: We accept Debit Cards, Credit Cards, Zip Pay, Afterpay, PayPal and online bank transfers.

2.3. In-store and online standard orders require a 30% minimum deposit. To place a customised order, we require a 40% minimum deposit.

2.4. Online transactions require full payment when placing the order.

3.1. Cancellation of standard orders, in-store and online, will incur a restocking fee of 20% of the value of the goods being cancelled, reflecting our reasonable administrative and restocking costs. This fee will be deducted from the refund of any money you have already paid. This fee does not apply where you cancel because we are unable to supply the goods, or where you are otherwise exercising a right under the Australian Consumer Law.

3.2. If we cannot supply the goods for any reason within a reasonable time frame, you will receive a full refund.

3.3. Door mats, bathmats, and runners cannot be returned for change of mind, before or after delivery/pickup, for hygiene reasons. This does not affect your rights under the Australian Consumer Law where the goods are faulty, not of acceptable quality, or not as described — we encourage you to choose carefully before purchasing these items.

3.4. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

3.5. Please choose carefully, as we do not refund for a change of mind (before or after delivery/pickup).

3.6. Refunds are made by bank transfer regardless of the payment method used, and will be processed as soon as reasonably practicable and, in any event, within 15 business days.

4.1. Australian Rug provides the following supplier warranty against defects, in addition to your rights under the Australian Consumer Law:

4.2. Rugs: 12 months against manufacturing defects, including faults in weaving, stitching, backing, and fringing.

4.3. Defects covered by Australian Rug's supplier warranty will be repaired or replaced at the discretion of Australian Rug (subject to your rights under the ACL with respect to major failures) without cost to you for parts or direct repair labour.

4.4. Australian Rug's supplier warranty does not cover fading or change in colouration from light exposure, damage caused by general day-to-day wear and tear, or damage arising from use outside the rug's prescribed or ordinary use, such as prolonged placement near a window in direct sunlight or using an indoor rug outdoors. To the extent permitted by law, and without limiting your rights under the Australian Consumer Law, this supplier warranty is the only additional warranty Australian Rug provides beyond your statutory rights.

4.5. The rights given by Australian Rug's supplier warranty are in addition to any rights and remedies you may have under the ACL and other laws. To claim under an Australian Rug supplier warranty, contact your store of purchase via email with your details given at the time of purchase and your invoice (please retain your invoice, as we do not archive invoice records). Subject to your rights under the ACL, you are responsible for the costs of making a claim, including freight and transport costs. You must provide sufficient proof of purchase to be entitled to a claim.

4.6. Floor stock and clearance items are not covered by Australian Rug's supplier warranty against defects described in this section 4. This does not affect your rights under the Australian Consumer Law, which continue to apply to these items.

5.1. To apply for a refund, exchange, repair, or warranty claim, you must provide clear proof of purchase, such as your tax invoice or receipt. Australian Rug holds a limited order history and is not resourced to search for archived transactions. Retaining your invoice and/or receipt is your responsibility, as we cannot act without sufficient proof of purchase.

6.1. Rugs on hard or polished flooring can present a slip or trip hazard. We recommend using a suitable non-slip rug pad or underlay, particularly on hard flooring, and ensuring rug edges lie flat. Australian Rug is committed to supplying goods that comply with applicable Australian product safety standards.

6.2. Some of our rugs are produced using natural materials such as wool, cotton, jute, sisal, or silk. The colour, appearance, and texture of these materials can differ from batch to batch; please be aware of this when purchasing to match existing pieces in your home.

6.3. Rugs made from natural fibres are natural materials and may shed loose fibres initially, soften, or show texture and colour variation over time. As each rug's appearance is shaped by natural variation in the raw material, no two rugs will ever be entirely identical — your rug will always be one of a kind.

6.4. All product care information supplied by Australian Rug is for advisory purposes only and should not be taken as a direction.

6.5. To the fullest extent permitted by law, including the ACL, the following provisions apply:

6.6. Australian Rug does not warrant the accuracy of any product safety information (including any safety guide) or product care information provided with your goods or accessed through this website. This content is provided on the condition that you take responsibility for assessing its accuracy and suitability, and rely on it at your own risk.

6.7. Except to the extent caused or contributed to by the negligence of Australian Rug, or as required under the Australian Consumer Law, Australian Rug will have no responsibility or liability for loss or damage (including to property or person) that you incur arising from your use of your purchased products or your reliance on any product safety or product care information provided with your goods or accessed through this website. Nothing in this clause excludes or limits liability for death or personal injury caused by negligence, or any other liability that cannot lawfully be excluded.

6.8. Proceeding with your order confirms your agreement that your goods are purchased on this understanding.

7.1. Australian Rug's RRP is the manufacturer's/supplier's recommended retail price or, where an RRP is unavailable, Australian Rug sets the price at a reasonable market price estimate.

8.1. Payment Terms

8.1.1. A minimum deposit of 40% is required at the time of placing a customised order (for example, a custom size, shape, or colourway rug).

8.1.2. A minimum deposit of 25% is required at the time of placing a layby order.

8.1.3. All balances must be cleared three business days before organising your delivery date.

8.2. Cancellation Terms

8.2.1. If you cancel a customised order, your deposit will not be refunded, reflecting the reasonable costs we incur in commencing manufacture or procurement of your customised rug. This does not apply where you are cancelling because we are unable to supply the goods, or where you are exercising a right under the Australian Consumer Law.

8.2.2. If you cancel a layby order within a week of placing it, you will receive a full refund or store credit. If the cancellation request is made more than a week after placing the order, you will be charged 10% of the total invoice value as a cancellation fee.

8.3. Order Conditions

8.3.1. Australian Rug offers a maximum three-month time frame for layby orders.

8.3.2. Once we agree on a time frame for your customised order, that time frame is an estimate only and is subject to change for reasons including delays from manufacturers, shipment delays, or delays with the customs office.

8.3.3. Australian Rug is not liable for the unavailability of stock after the expiration (3 months) of the layby period.