Rugs That Arrive Damaged:
Unfortunately, sometimes this happens. If it is clearly damaged then please refuse the delivery from the courier. If you notice that it's damaged once it's opened, we will help you to exchange the item for a new one free of charge or can arrange for store credit. A full refund will be issued if no stock is available to exchange, and a courier pickup will be arranged for the damaged item. Please contact us within 7 days of receiving your order and we'll take it from there.
Change of mind returns:
Should you change your mind within 14 days of receiving your rug, we are happy for you to return it no questions asked*. Simply contact us and we'll help you.
Because of the extremely cheap prices that we offer, we have a few conditions associated with refunds.
Restocking Fee: Cheap Rugs Australia will deduct a 15% restocking fee that we get charged when returning rugs to our supplier. This isn't ideal but enables us to offer the very best prices online across Australia.
Shipping: Our customers are free to choose their own method of return delivery that is convenient for them. If you are unsure about how to arrange the return, we are happy to assist you, and in some cases even organise the return on your behalf. Please be aware that returns will be sent to a location that depends on the rug you're returining - an exact address will be provided for the specifc rug you are returning upon contact.
Return Eligibility -
- Must contact us within 14 days of receiving your order. We will have trouble processing any claims outside of this time period.
- We require the returned product(s) to be unused and in the original packaging. Any items that are not returned to us in the original packaging and/or in original condition will incur an additional handling fee (deducted from your refund). This also includes not packing the item up sufficiently to avoid damage in transit back to us. Please use the packing material the item was sent with or contact us to get more advice on this.
Items returned must be in 'as-new' condition. This means you have not used, assembled, damaged or washed any of the items. Of course, you are free to lay out the rug to test if it suits your room but please do not let it get dirty or damaged.
* Items not eligible for change of mind returns: made to order rugs, custom size orders, underlays or designer rugs. We are also not able to process cancellations of made to order or designer rugs.
Cancellations or changes to order details: Once an order is placed, it is immediatly sent to our distrubuition warehouse for processing and shipping preparation. This unfortunately means that once an order has been placed, it is difficult for us to alter or change it. Please contact us and we'll do our best to accomodate. Changes to a delivery address may be possible but will incur a 'change of address' fee. An order cancellation request can also be put through and if successful will result in a store credit being issued. Please note that Cheap Rugs Australia has sole authority to refuse any cancellations or order ammendments.
Wrong item delivered:
Our sincere apology, we may accidentally ship the wrong item to you. If you have received an incorrect item, let us know as soon as you can, ideally within 3 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pickup and return of the incorrectly shipped item at no cost to you. Please note the item must be in the same condition, with tags and packaging as received, to be returned.
Note: Any images you can provide us are much appreciated and can help speed up the returns process.
Note: Cheap Rugs Australia reserves the right to refuse service for an any non-discriminatory reason. If your order is refused, an email will be sent to you explaining the cancellation and a refund will be issued immediately.