Returns Policy

THE RUG COLLECTION Returns Policy is designed to:
  • Assist you to make your return.
  • Support you in accordance with the rights and remedies you have as a consumer under the Australian Consumer Law (ACL).
  • Make your shopping experience with us pleasurable.

Return courier costs will be at your own expense unless the item returned is faulty or not the item ordered. Faulty or incorrect item will be determined by The Rug Collection. In this instance, courier costs will be incurred by The Rug Collection.

Returned goods must be in their original packaging and we encourage you to return via registered or traceable courier services as all returned goods remain the responsibility of the purchaser until received by The Rug Collection.

ONLINE RETURNS POLICY CONDITIONS

IMPORTANT NOTE TO MELBOURNE, VICTORIA CUSTOMERS:

COVID-19 UPDATE. THERE WILL BE DELAYS IF YOU WOULD LIKE TO RETURN OR EXCHANGE AN ITEM AND ARE LOCATED IN MELBOURNE, VICTORIA. DUE TO GOVERNMENT RESTRICTIONS, THE COLLECTION OF A RETURN ITEM WILL NOT BE ACTIONED UNTIL AFTER THE STAGE 4 LOCK DOWN IN MELBOURNE, VICTORIA.

IF YOU INTEND TO RETURN OR EXCHANGE AN ITEM, PLEASE CONTACT US WITHIN 7 DAYS FROM THE DATE YOU RECEIVE THE ITEM at sales@therugcollection.com.au  - THANK YOU

Change of mind returns to be returned within 7 days from the date of delivery.
At The Rug Collection we will happily exchange or refund your item(s) in their original packaging where the return has been received by the Online Returns Department within 7 days from the date of delivery. If the returning items are received outside of the 7 days, The Rug Collection may refuse any requests for exchange or refund.

Faulty or Damaged Goods to be returned within 7 days from the date of delivery.
Where an item is found to be faulty on delivery please notify us within the first 7 days.

If a defect or fault is found within 7 days we will provide a full refund and pay to have the item return shipped to us.

Once your return is received and inspected by our Quality Assurance Team, we will send you an email to notify you of your refund. A refund will be provided by credit to your original method of payment.

Returns accepted provided that:
  • Proof of purchase (Online Order Confirmation or Invoice) and the Returns Form is received with the returning item.
  • Photos of the faulty items have been sent through to sales@therugcollection.com.au
  • The item is in its original, new and unused condition with all parts, packaging, boxes, accessories and tags attached. It is the customer’s responsibility to ensure that returned items are returned safely. The Rug Collection takes no responsibility for goods lost in transit.
  • For a faulty or damaged item, the returning item has been received by the Online Returns Department within 7 days from the date of delivery with a copy of the returns form appropriately filled out. If there is no receipt of delivery, the delivery date will be assumed to be 3 business days from the date of dispatch.
  • The Rug Collection will only accept the return of Goods that have been supplied correctly.

If you would like to exchange an item purchased from our "clearance" website, we strongly recommend you re-purchase online to secure the stock straight away, then send your return back to us within 7 days of delivery. Please include a completed Returns Form with a note of your new order number to show you have reordered.

Once the returning item is received by us a refund will be provided by credit to your original method of payment, excluding delivery costs (unless the goods are deemed as faulty or incorrect byThe Rug Collection) within 7 working days. If a sale item(s) is returned for a refund without a reference to the new order number or in fact a new order has not been placed, The Rug Collection will provide an online credit or refund.

If the alternative size or colour is no longer available, a refund or online credit voucher will be provided to you via email, provided all the Returns Policy Conditions are met.

In order to facilitate a return under these Terms and Conditions, email sales@therugcollection.com.au The customer must comply with directions from The Rug Collection team member to facilitate a return.

 

ONLINE EXCHANGES

If you would like to exchange an item please send it back in its original packagingto the Online Returns Department and request an exchange by filling out the appropriate details on the returns form. Your exchange will be sent within 5 working days of receiving the returning item(s).

Alternatively, if you wish to secure the stock please re-purchase online straight away and then send your return back to us within 7 days of delivery with a copy of your new order number and a completed Returns Form. Once the return is received by us, a refund will be provided by credit to your original method of payment, excluding delivery costs (unless the goods are deemed as faulty or incorrect by The Rug Collection) within 7 working days.

  • If the alternative size or colour is no longer available, a refund will be provided to you crediting your original method of payment, provided all the Returns Policy Conditions are met.

  • If the alternative size or colour is no longer available for an item purchased from the "sale" or "clearance" categories, an online credit voucher or refund will be provided to you via email, provided all the Returns Policy Conditions are met.

 

ONLINE REFUNDS

ONLINE RETURNS DEPARTMENT

If you would like to obtain a refund on a full price or sale item, please send your item in its original packaging to our returns address, along with the returns form filled out and a copy of your order confirmation or Invoice. Return postage costs will be at your expense.

If your product was purchased during a special offer shipping promotion, please note that the actual standard delivery cost, which would have been charged had the item not been on promotion, will be deducted from your refund along with the return delivery cost.

Orders cancelled after the goods have been dispatched but before delivery will attract a cancellation fee equal to 30% of the sale price.

Once the returns department receives the item a refund will be provided by credit to your original method of payment.

Other than in accordance with The Rug Collection 7 Day returns policy, The Rug Collection does not provide refunds.

Request a returns form or ask a question:

Customer Support
sales@therugcollection.com.au
Phone: (03) 8555 3584

OUR GUARANTEE

We are here to help and understand purchasing a rug or furniture item is an important decision and lifestyle investment. If you have any questions please do not hesitate to get in touch with us at sales@therugcollection.com.au and we will respond within 24 hours or the next business day.