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Returns



RETURNS 

30 day returns 
We want you to be pleased with the products that you have purchased from us. If you have change your mind, you can return it back to us within 30 days of the date you received it, no questions asked. 

Shipping charges will be your responsibility to facilitate a change of mind return. Please note we do not offer refunds for change of mind returns. If you change your mind, we will provide you with a store credit voucher in an amount equal to the price you paid for the product, less all shipping costs. 

You will need to contact our customer care team by emailing Rug Addiction to request a Return Request document to be completed and returned within the 30 days of possession of the purchased product via email sales@rugaddiction.com.au.  A Customer Care team member will then contact you to arrange the return for you. 

Items returned must be in 'as-new' condition. This means you have not used, assembled, damaged, washed or laundered any of the items. Please return items secured in their original packaging. If you cannot return an item 'as new' in its original packaging, a handling and restocking fee may apply up to 20% of the value of the item. 

Items excluded from change of mind returns include: 

  • Products described as "made to order"
  • Cushions or soft furnishings
  • Clearance items
  • Personalized items
  • Gift Cards
  • Orders for commercial or non-domestic use

Within 5 business days of receiving your return, and subject to confirming it is in 'as-new' condition, we will issue you with a store credit voucher via email in an amount equal to the price you paid for the product, less any shipping costs. 

Store credit voucher codes will be valid for one (1) year from the date of issue. 

If you have purchased an item that had discounted or free shipping applied and returned it because you have changed your mind, we will deduct the actual cost that we incur for shipping that item to you from your store credit voucher. 

We will not accept returns delivered in person to our Head Office, Show Room or warehouse facilities. 

Damaged in transit 
Unfortunately items are occasionally damaged in transit. 

If an item arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact us immediately. We'll share your feedback with our delivery partners and suppliers to ensure our service and the quality of packaging is improved. 

If you notice that an item is damaged after it has been delivered to you, please take photos or video clearly showing the damage and contact us as soon as possible, ideally within 3 business days of receiving your delivery. 

The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you're happy with. For example we may arrange to: 

  • Suggest a self repair (with an offer of compensation to you)
  • Arrange a repair by a local trades person in your area (with an offer of compensation to you)
  • Offer a partial or full store credit voucher or refund
  • Replace the product (subject to availability)
  • Arrange for the product to be returned to us or our supplier

If we require you to return the product to us, we will pay the cost of the return. 

Faults and Warranty Claims 
Rug Addiction warrants all goods to be free from defects in materials and workmanship, and of acceptable quality and durability for the purpose for which they are designed. Warranties and guarantees are provided in accordance with Australian Consumer Law. 

If an item arrives that is missing parts, is faulty, is defective or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact us as soon as possible, ideally within 3 business days of receiving your delivery. 

The best solution to any product fault depends on the nature of the fault itself, and the outcome that works best for you. We will work collaboratively with you to find a solution that you're happy with. For example we may arrange one or a combination of the following: 

  • Suggest a method self repair (with an offer of compensation to you)
  • Arrange a repair by a local trades person in your area (with an offer of compensation to you)
  • Replace the product (subject to availability)
  • Offer you an alternative product
  • Offer a partial or full store credit voucher or refund

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 goods fail to be of acceptable quality and the failure does not amount to a major failure. 

This Faults and Warranties policy does not cover: 

  • Normal wear and tear
  • Damage arising from improper assembly or modification
  • Damage arising from abnormal use or abuse
  • Damage, wear and tear as a result of improper or lack of maintenance and/or care (e.g. fabric, leather or timber)
  • Damage to external or product packaging only
  • Insignificant minor variations in dimensions, colour, grain or finish
  • Insignificant minor imperfections or superficial blemishes


Cancellations 
You may cancel an order, or part thereof, only before it has been dispatched to you, in this case you will receive a store credit voucher or refund in the amount you paid for the product, including shipping. As we endeavor to send your order to you as soon as possible, which often will be within 24 hours, requests for cancellations need to be lodged as soon as practicable after ordering. Once items have shipped, you cannot cancel them. Products described as "made to order" cannot be cancelled. 

Exchange 
Unfortunately we do not offer exchanges. Simply return your items in accordance with our returns policy and place a new order. 

Your consumer rights 
The goods you purchase come with guarantees that cannot be excluded under the Australian Consumer Law. If your product is faulty, broken or otherwise non-compliant with a consumer guarantee under the Australian Consumer Law please contact us as soon as possible with your name and order number and our customer care team will look after you. 

Our rights 
We reserve the right to refuse a return in cases where we cannot be reasonably satisfied that you purchased the product from us and where we deem damage to a product to be due to fair wear and tear, misuse, failure to use in accordance with manufacturer's instructions or failure to take reasonable care.