For risk-free online purchases. All returns are arranged by us, free of charge* without you having to leave the comfort of your home.
Sale or clearance items are excluded. Please see T&C's below. Rural and remote areas may incur a return shipping fee. For rug underlays & wall hangings, you may post them back via Australia Post for a refund if you change your mind.
14 day returns
Starts from the day you receive your rug. Please contact us within the 14 day period in order to arrange your return.
Your refund will be processed once the rug has been inspected and is deemed to be in original and unused condition. Please allow up to 30 days from the time your rug arrives back to us for your refund to be processed.
Unfortunately we cannot offer exchanges due to the logistics involved with large freight items. The quickest way to swap for another size or design is to purchase the new rug online and then wait for the refund of your return rug to be processed.
Please take special care when deciding on the size you need for your space. Although we can facilitate a swap if you get the size wrong, this takes time and logistics. Which means you won’t get to enjoy your rug as early as expected. Getting the size right is easy if you follow our comprehensive size guide here or feel free to reach out to our team for sizing advice.
Tips for ease of return
Carefully remove and retain packaging before trying the rug out. This way you can reuse the same packaging to return the rug in.
All return rugs need to be completely sealed in heavy duty plastic for transit. This ensures the returned rug arrives back to us in its original condition and saves you from tracking down new packaging to return the rug in.
Please ensure that the floor that you unroll the rug in is clean beforehand. This prevents debris, dust or dirt being rolled back up in the rug if you decide it’s not a good fit for your space. Access to a printer will be required to print the return shipping label that needs to be attached to the rug for the return transit.
Terms and Conditions:
Free returns do not apply to sale, discounted (other than your welcome discount) or clearance items. The return shipping cost is at your expense, however we can arrange the rug to be collected from you and returned to us. Once the rug is returned to us, has been inspected, then a refund will be processed and the shipping cost deducted from the refund. You will be quoted the return shipping cost before the return is organised.
We cannot honour credits, refunds or replacements for items damaged in return transit due to poor/insufficient packaging or if a rug is a soiled from use, including food or liquid spills, or animal hairs.
All return rugs must be returned in original and unused condition. Please do not walk on or allow pets on the rug while trying it out in your space. We ask that you treat the rug carefully and roll it straight back up if you decide it’s not right for your space.
Fair free returns conditions:
Every free return we offer, comes at a cost to us, so our free returns policy has conditions for fair use.
We offer a maximum of 2 x free returns per customer within a 30 day period. You can purchase as many rugs as you like, however please note that you only have 2 x free returns per 30 days.