Shipping & Returns - Austex

Authority to Leave

All orders will be delivered with "Authority to Leave" (ATL), meaning they will be left at your front door or a similar secure location if you are not home at the time of delivery.

Cancel Order / Return to Sender

If you cancel your order after it has been placed but before it has shipped, or if you request a return and refund for a rug that is in transit to you, a restocking fee of 10% will apply, and a return shipping fee of $49.95 may also apply.

Returns will only be accepted for rugs that are in their original condition, unused and undamaged. If your rug meets these criteria, you can return it for a full refund, minus any applicable restocking fees and return shipping costs. Refunds will be processed after we have received and inspected the returned rug, which may take up to 10 business days.

Lost Items - 100% Delivery Guarantee

All of our rugs come with a delivery guarantee. If an item is lost during transit, you are eligible for a replacement at no cost to you. To request a replacement, simply contact us if your delivery is outside the expected time frame. We will then open an investigation, which generally takes up to 72 hours but may take longer. Once the investigation is complete, we will send you a replacement within 3 business days.

30-Days First Return Free

At Rug Emporium, we believe that you should have peace of mind when shopping with us. That's why we're offering a 30-Day Free First Return policy! If you're not completely satisfied with your purchase, simply return it within 30 days of receiving it for a full refund.

Please note that the first return is free, but subsequent returns will have a discounted return shipping fee of $49.95. However, there will be no restocking fee. We want you to feel confident when making a purchase with us and know that we're here to support you every step of the way.

For subsequent returns, we can help you with the process for a discounted return shipping fee of $49.95 per rug. You will need a printer to print the return shipping label, which must be attached to the outside of the packaged rug. It is important to ensure that the rug is properly packed for shipping as you are responsible for it until it reaches our warehouse.

In the unlikely event that the rug arrives at our warehouse with damage, we will not be able to process the return and refund. If the return and refund is denied, we will provide a shipping quote for the redelivery of the rug, and the fees will be invoiced prior to shipping.

Enjoy the convenience of another complimentary return when you make a new purchase at least 30 days after the delivery date of your previous return with us.

Please note that it may take up to 14 days for your refund to be processed once we have received the rug. For more detailed information, please refer to our Terms & Conditions.

Rug Pads & Underlays

It's important to note that rug pads and underlays are not eligible for returns or exchanges. This policy is in place to ensure the highest quality and hygiene standards for our customers. Thank you for your understanding.

Handling Damaged Items

In the unlikely event that you receive a damaged or faulty product from Rug Emporium that was not caused by you, we will be happy to repair, replace, or offer a refund for it at our discretion, with no cost to you. To ensure that we address the issue promptly, please reach out to our Customer Service team within 48 hours of receiving the product. For our assessment and to provide the best possible solution, we may request a photo of the damaged item. We kindly ask that you thoroughly inspect your order upon delivery.

Exclusions

Our return policy does not cover rug pads and underlays, as well as any goods that have been used, assembled, or are custom products and final sale items. These products are not eligible for return or exchange. If you have any questions about the eligibility of a specific product, please reach out to our Customer Service team for further clarification.