Love it or Swap it Guarantee - Backup

At Rug Emporium you don't have to worry, love your new rug or get a full refund (shipping charges are non-refundable) with our 100% love it guarantee. This includes all returns due to colour differences.

Simply, contact us within 14 days of delivery to request a return. All we ask is that the rug is not used, is in the same condition you received it and is in the original box and/or packaging.

Once the return has been approved, simply send the rug back to us (address given at time of approval) and receive a full refund.

If you want another rug instead, we can organise to pick up the rug and will even cover the cost of return shipping, however, if you prefer a refund then we offer fixed price returns $49.95 which can be deducted form your refund to cover the cost of return shipping.

If free shipping was not available on the delivery, we are unable to offer a flat rate return, however, we can still assist in booking the return shipping and a quote will be given after the return has been approved.

You are eligible for a full refund of the purchase price including return costs if your return is the result of an error on our part.

Please ensure the rug is suitably packed for shipping. You are responsible for the rug until it has been delivered to our warehouse. 

If any damage to the rug is apparent when the rug is received at our warehouse, we will be unable to process your return and refund.

If the return and refund is refused we can organise re-delivery of the rug for a fee of $29.95 (If you received free shipping initially) or a quote if outside free shipping area.

Return shipping fees will be deducted from the refund amount.

Re-delivery fee's will be invoiced prior to shipping.

Please allow up to 2 weeks for the refund to be processed after the rug has been received by us to allow time for inspection.

Full Returns Policy can be found here