Return and refund policy explained below at Sydney Rug Warehouse online
Overview
Buy floor rugs online Australia at Rug Warehouse Online with confidence. We guarantee best price or else you can return. Please note if you are not satisfied that the price is cheapest across online stores in Australia we will refund you. Our refund and returns policy at Sydney Rugs Warehouse Online lasts 30 days. This means we do refund and exchange of your choice. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
. FAULTY PRODUCT RETURNS
7.1 We aim to provide you with Products of the highest standard and quality. If you have received a Product with a defect, please contact us via Contact us forum as soon as possible so we can guide you through the returns process and help resolve the problem as swiftly as possible. In order to assist the return process, you may be required to send us images of the damage, defect or fault for preliminary assessment.
7.2 If the Product is confirmed to have a defect, we will replace the Product or refund the Price of the Product to your original payment method at your request. If the Product is found not to have a defect or deemed out of warranty, we will ship the Product back to you.
7.3 It does not constitute a defect, if in our reasonable opinion, the Product has, following the sale to you, become of unacceptable quality due to fair wear and tear, misuse, failure to use in accordance with manufacturers’ instructions, using it in an abnormal way or failure to take reasonable care.
8. CHANGE OF MIND RETURNS
8.1 In addition to your rights in relation to faulty Products in clause 7, you can return any Product
(a) within 14 days of purchase;
(b) unworn and unused with the original tags still attached; and
(c) in the original packaging, which must be in the original condition, including branded dust bags and shoe boxes (you don’t need the clear plastic packaging).
Please note that Products sealed for hygiene reasons can only be returned under change of mind return policy if the seal is intact. Occasionally, some Products may be excluded from the change of mind return policy. The exclusion will be noted on the Product page on our Site.
8.1.1
If for any reason, you are not happy with the product that you have purchased online, Rug Warehouse is happy to exchange the item/s or provide you with a credit note, providing that the product is returned to us undamaged and in its original condition within 14 days of receipt. If you let us know, and return to us within 48 hours of receiving the rug we will also offer a refund less a 20% re-stocking fee. A return may not be returned to stores, but must be freighted back to the warehouse. Any cancellation of orders after picking for shipment has occurred is considered a change of mind, and return freight and restocking fees are the responsibility of the customer.
Although not required, insurance can only be applied if arranged prior to purchasing. Please find your own insurance provider, as we are not able to provide for you.
If goods are faulty, wrongly described or different from a sample shown, you may choose between a refund, exchange or credit.
When it comes to returns or exchange, we operate a “fair and reasonable” policy. All items are thoroughly inspected for defects at our depot prior to shipping. You should contact us immediately on receipt of your parcel (within 2 days) if you believe there is an error and deem it necessary to return the item.
Rug Warehouse prides itself on providing quality products at very reasonable prices. All are inspected for quality; however, some slight imperfections may occur due to the manufacturing process.
*Original condition means unused, unmarked, not laundered or ‘cleaned’ and in suitable packaging for return.
8.3 Upon receiving and inspection of your return, we will contact you about next steps. Once determined the return is in compliance with clause 8.1, we will, at your request,
(a) refund the Price of the Product returned to your ;
(b) provide you with a store credit worth of 110% of the Price of the Product returned (for the avoidance of doubt, the store credit is in the amount of your paid Price plus 10% extra; if you have used store credit or gift cards to pay for the full Price, we can only reinstate the original amount of store credit. If you have used store credit or gift cards to pay for part of the Price, we can reinstate the original amount of store credit you have used and offer you with additional store credit that is worth 110% non-store credit/gift cards payment you have made for the Product returned); or
(c) exchange the Product for another size.
8.4 However, we will not be able to refund any delivery fees that you have paid at purchase to have the Product shipped to you. If the return, in our reasonable opinion, is not in compliance with clause 8.1, we will contact you to ship the Product back to our warehouse.
8.5 Nothing in this clause is intended to exclude any rights in clause 6 or any of your statutory rights as a consumer under Australian Consumer Law.
9.4 Conditions for using store credit
(a) Store credits are applied to the account registered with the same email address used to place your Order. Store credits cannot be transferred to other accounts.
(b) Store credit is valid for 12 months. Any balance that remains after the 12 months will not be available for use.
(c) Store credit does not accrue interest nor can it be redeemed or refunded for cash. If an Order made using store credit is cancelled or returned, the portion of the purchase attributable to the store credit will be restored to your account only.
10. DISCLAIMER AND LIABILITY
10.1 This clause prevails over all other clauses, and, to the extent permitted by law, states our entire Liability, and your sole and exclusive remedies, for:
(a) the performance, non-performance, purported performance or delay in performance of these Terms and Conditions or a Contract or the Site (or any part of it or them); or
(b) otherwise in relation to these Terms and Conditions or the entering into or performance of these Terms and Conditions.
10.2 Nothing in these Terms and Conditions excludes or limits your statutory rights as a consumer or our Liability for:
(a) fraud;
(b) death or personal injury caused by our Breach of Duty;
(c) any breach of the obligations implied by law; or
(d) any other Liability which cannot be excluded or limited by applicable law.
10.3 In performing any obligation under these Terms and Conditions, our only duty is to exercise reasonable care and skill.
10.4 Subject to clause 9.3:
(a) To the extent permitted by law, we do not warrant and we exclude all Liability in respect of the accuracy, completeness, fitness for purpose or legality of any information accessed using the Site;
(b) We exclude all Liability of any kind for the transmission or the reception of or the failure to transmit or to receive any material of whatever nature;
(c) You should not rely on any information accessed using the Site to make a purchasing decision – you should make your own enquiries before forming your own opinion and taking any action based on any such information.
(d) It is your responsibility to ensure that the products are sufficient and suitable for your purposes and meet your individual requirements. We do not warrant that the products will meet your individual requirements. You acknowledge that the products are standard and not made bespoke to fit any particular requirements that you may have.
(e) We do not accept and hereby exclude any Liability for Breach of Duty other than any such Liability arising pursuant to the provisions of these Terms and Conditions.
(f) To the extent permitted by law in no event shall we, our affiliates and related entities or our suppliers be liable for lost profits or any special, incidental or consequential damages arising out of or in connection with the Site, our services or these Terms and Conditions.
(g) Our total Liability under any Contract shall in no circumstances exceed,
(i) in the case of Products, the replacement of the Products or the supply of equivalent Products, the repair of the Products, the payment of the cost of replacing the Products or of acquiring equivalent Products, or the payment of the cost of having the Products repaired; or
(ii) in the case of services, the supplying of the services again, or the payment of the cost of having the services supplied again.
11. INDEMINITY
You indemnify and hold us and our related entities, affiliates, and our and their respective officers, agents, and employees, harmless from and against any and all claims, demands, proceedings, losses and damages (actual, special and consequential) of every kind and nature, known and unknown, including reasonable legal fees, made by any third party due to or arising out of your breach of these Terms and Conditions or your breach of any law or the rights of a third party.
12. PRIVACY POLICY
13. MEDIATION AND DISPUTE RESOLUTION
In the event of any dispute under these Terms and Conditions the parties agree to negotiate in good faith to resolve the dispute. Any dispute or difference whatsoever arising out of or in connection with these Terms and Conditions which cannot be resolved by the parties shall be submitted to mediation in accordance with, and subject to, The Institute of Arbitrators & Mediators Australia Mediation and Conciliation Rules.
14. GENERAL
14.1 Entire agreement: These Terms and Conditions contain all the terms agreed between the parties regarding its subject matter and supersedes and excludes any prior agreement, understanding or arrangement between the parties, whether oral or in writing. No representation, undertaking or promise shall be taken to have been given or be implied from anything said or written in negotiations between the parties prior to these Terms and Conditions except as expressly stated in these Terms and Conditions. However, the service and products are provided to you under our operating rules, policies, and procedures as published from time to time on the Site.
Shipping returns
To return your product, you should mail your product to: {physical address}.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
If for any reason, you are not happy with the product that you have purchased online, Rugs a million is happy to exchange the item/s or provide you with a credit note, providing that the product is returned to us undamaged and in its original condition within 14 days of receipt. If you let us know, and return to us within 48 hours of receiving the rug we will also offer a refund less a $19 re-stocking fee. A return may not be returned to stores, but must be freighted back to the warehouse. Any cancellation of orders after picking for shipment has occurred is considered a change of mind, and return freight and restocking fees are the responsibility of the customer.
Although not required, insurance can only be applied if arranged prior to purchasing. Please find your own insurance provider, as we are not able to provide for you.
If goods are faulty, wrongly described or different from a sample shown, you may choose between a refund, exchange or credit. Please see instructions below for Defective Items.
When it comes to returns or exchange, we operate a “fair and reasonable” policy. All items are thoroughly inspected for defects at our depot prior to shipping. You should contact us immediately on receipt of your parcel (within 2 days) if you believe there is an error and deem it necessary to return the item.
Rugs a million prides itself on providing quality products at very reasonable prices. All are inspected for quality; however, some slight imperfections may occur due to the manufacturing process.
*Original condition means unused, unmarked, not laundered or ‘cleaned’ and in suitable packaging for return.
Need help?
Contact us at {email} for questions related to refunds and returns.
