Refund policy

Returns at Rug Emporium

Change-of-Mind Returns

We accept change-of-mind returns and exchanges within 14 days of delivery. The rug must be unused and in its original packaging, in a condition you'd be happy to receive yourself.

Colour and Appearance

There are many reasons a rug's colours can look different from one setting to another, including room lighting, time of day, screen and device settings, camera settings, and the direction of the pile. We believe the photos on our website are a fair and reasonable representation of each rug, taken with studio equipment set up to mimic daylight.

All colour and appearance complaints are handled as change-of-mind returns where the SKU on the label of the rug you received matches the rug you purchased. If you believe you have been sent the wrong rug, please send us a photo of the label on the back before using it, and we will check it against your order.

Costs of a Return or Exchange

For any change-of-mind return or exchange, the following are deducted from your refund or charged before an exchange is sent:

  • Restocking fee: 20% of the purchase price.
  • Original delivery cost: $55 for most rugs, or $100 for rugs 370x300cm and larger. This applies even where delivery was free at checkout, because delivery is built into our prices and we have already paid to get the rug to you. Any delivery charge paid at checkout is also non-refundable.
  • Return freight: either we book the return at our best available rate and deduct the cost, or you arrange and pay for the return yourself (see below).

Not sure what a return would cost? We're happy to give you a return freight quote before you buy. Just email us your postcode and the rug you're considering.

Return Freight Options

  • We book it: we arrange collection at our best available rate and confirm the cost with you before booking.
  • You book it: you can arrange your own courier to the return address we provide. It must be a tracked service, and the rug remains your responsibility until it reaches us.

Conditions

  • Condition: rugs that have been used, laid under furniture, marked, or are not in their original packaging cannot be accepted.
  • Packing: please roll the rug tightly, pile side in, and wrap it securely in its original packaging.
  • Responsibility: the rug remains your responsibility until it has been received and inspected. Damage on the way back may prevent a refund.

How to Return

Email us at hello@rugemporium.com.au with your order number for a return authorisation. Once the rug is back and checked, we refund the purchase price less the restocking fee, original delivery cost and return freight (if we booked it), within 14 days.

Faulty or Damaged Rugs

The terms above do not apply to faulty rugs, rugs damaged in delivery, or rugs where the label does not match your order. Please contact us with photos and we will arrange a repair, replacement or refund in line with your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.