Return Policy

The Online Rug Store is dedicated to providing quality, value for money, and satisfaction for all our customers. If you’re not happy with your purchase, The Online Rug Store will exchange for the value of the product purchase less our actual inbound shipping cost.

The Online Rug Store must be notified via email at within 7 days of receipt of the rug, while the exchange item/s must be returned within 14 days. Items sent back to us without first requesting a return will not be accepted. 

Please note that our products are described as accurately as possible, and due to the amount of light in a room, the colour and shades may vary on items.

If you cannot find the rug you’re after on our website, a credit note for the value of your purchase will be issued. This credit note will be valid for 12 months from the date of issue.

This exchange policy will only be valid if the rug purchased is returned to The Online Rug Store in its original wrapping, is undamaged, and has no evidence of use.

If you are returning goods to us, then we can arrange collection from you.  Collection costs vary depending on dimensions, weight and location, but a guide to the Return Charges is shown below.

Up to 160cm x 230cm$45.00
Over 160cm x 230 cm and up to 200cm x 290cm$65.00
Over 200cm x 290cm$85.00

Damaged Or Faulty Products

We expect your order to reach you in perfect condition. You should inspect your product as soon as you receive it and should you find that any item is damaged or faulty, please contact us immediately.

We will collect damaged or faulty goods for return at no cost to you and replace them or provide an agreed alternative or offer a full refund.

Please note that we must be notified of a damaged or faulty product within 48 hours of you receiving your product to be eligible for a replacement or refund. After this time period, it will not be possible to return your goods. Requests for return of goods MUST be in writing

Discounted Items

All items under Clearance Rugs are FINAL SALE and are not eligible return, refund, and exchange. 

When returning a rug bought during a promotional sale (eg: temporary/Coupon Code with an end date) and exchanging for another item, we can only apply the discounted price if the sale is still valid at time of return (when rug is received at our warehouse).

How to return your item

For unwanted goods and faulty or damaged items which can be returned by post, please contact us to let us know that you will be returning your goods and the reason for the return.

You must take reasonable care of the goods and return them at your own expense, securely packaged and in saleable condition (except damaged goods) to the Returns Address that will be provided to you.

As soon as the return has been received, a replacement product will be shipped.

Please note, all purchases made through Afterpay will incur a 10% non-refundable fee if transaction is canceled.