RETURN & EXCHANGE POLICY
At Rugs Express we understand that sometimes people like to be able to touch and feel products before buying and that's why we introduced the 100% Satisfaction Guarantee. Customer satisfaction is our number one priority. If for any reason you are not 100% satisfied with your purchase, you can return your rug (in its original condition) within 14 days of delivery, for a full refund or exchange - no questions asked. Simply contact us with your intention to return you rug so we can provide you with the return delivery address. The buyer pays the return shipping fee, and the product must be returned in the original packaging via a courier company together with a tracking number. We have a limit of one exchange per customer for change of mind purchases. This will give the customer a chance to reorder another rug and have a better idea of what will work. Rugs purchased for promotions and photo shoots unfortunately do not meet the criteria under our change of mind policy as they have been used for this purpose and do not qualify. Please also allow three to five working days for a refund to be processed as this will allow time for the inspection and re packing of the rug returned.
MANUFACTURE FAULT RETURNS
All rugs received with a manufacture fault will be happily exchanged or refunded in full. To quality for a manufacture fault return, simply email us on [email protected] with a description of the fault and a clear photo of the fault. If Rugs Express agrees the fault is valid, we will gladly give you the option of an exchange of the same rug or a full refund. Please note that manufacture faults must be claimed within 7 days of receiving you rug.
FREE SHIPPING AUSTRALIA WIDE
COVID-19 DISPATCHING UPDATE AS OF JUNE 2022. We are open and dispatching our rugs. Due to the current Covid restrictions and guidelines in Sydney, our dispatch times are 1 to 5 business days with slight delays to be expected. We do ask for some patience during these difficult times. We can ship to virtually any address in Australia and offer FREE delivery with one of our courier partners TNT express or Aramex. Please note that some remote NT, WA and QLD locations will incur an additional delivery charge which we will contact you after your order has been placed. You will then have the option to pay the additional small handling fee, or accept a full refund. We normally process all orders and dispatch within two to three working days. ( Please be aware we can sometimes experience slightly longer delays due to a higher volume of orders). Please note if an order is cancelled whilst in transit with the courier company, we will need the rug returned back to us before we process any refund. If a rug sometimes becomes unavailable due to out of stock, we can place the rug on backorder if the customer wishes to do so. If this is the case we provide the customer with an approximate eta of the rug which is also subject to change due to changes beyond our control. If this happens and the customer no longer wants to wait for the rug we are more than happy to provide a full refund back to the customer. During our busier periods like public holidays and peak season, we can sometimes experience a slight delay in dispatching due to to the high volume of back orders. Please note deliveries will vary from 2 to 14 working days depending on location.
SHIPPING OUTSIDE OF AUSTRALIA
Currently Rugs Express do not ship outside of Australia.