100% Satisfaction Guarantee
If for any reason if you are not 100% satisfied with your purchase, you can return your rug (in its original condition) within 3 days of delivery, for a full refund or exchange - no questions asked! (Please note that shipping charges are non-refundable). Simply return the rug to our warehouse ( 38 Paraweena Drive, Truganina VICTORIA 3029) and we will issue a credit note for exchange or EFT Refund as soon as we receive the Rug back.
The buyer pays return shipping unless the product was damaged at the time of delivery, and the product must be returned in the original packaging via a courier company together with a tracking number. Please also allow three to five working days for a refund to be processed as this will allow time for the inspection and re packing of the rug returned.
MANUFACTURE FAULT RETURNS
All rugs received with a manufacture fault will be happily exchanged or refunded in full. Simply email us on firstname.lastname@example.org with a description of the fault and a clear photo of the fault. If your claim in approved/ valid, we will gladly give you the option of an exchange of the same rug or a full refund. Please note that manufacture faults must be claimed within 2 days of receiving you rug.
CLEARANCE AND DISCONTINUED ITEMS
Clearance and discontinued items cannot be returned, as they are offered at a greatly reduced price and will not be restocked.
We can ship to virtually any address in Australia and offer FREE delivery with one of our courier partners Direct Freight or Hunter Express. Please note that some remote NT, WA and QLD locations will incur an additional delivery charge which we will contact you after your order has been placed. You will then have the option to pay the additional small handling fee, or accept a full refund. We normally process all orders and dispatch within three to five working days. ( Please be aware we can sometimes experience slightly longer delays due to a higher volume of orders). Please note if an order is cancelled whilst in transit with the courier company, we will need the rug returned back to us before we process any refund. If a rug sometimes becomes unavailable due to out of stock, we can place the rug on back order if the customer wishes to do so. If this is the case we provide the customer with an approx eta of the rug which is also subject to change due to changes beyond our control. If this happens and the customer no longer wants to wait for the rug we are more than happy to provide a full refund back to the customer. During our busier periods like public holidays and peak season, we can sometimes experience a slight delay in dispatching due to to the high volume of back orders. Please note deliveries will vary from 2 to 14 working days depending on location.
Currently Rugs Express do not ship outside of Australia.