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 new unused condition) within 14 days of delivery, for a full refund or exchange - no questions asked. Special delivery fees cannot be refunded when a special delivery has been organised with the customer. 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. The shade of colour may vary slightly due to different screen monitors. 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 approximately 5 to 10 business days for a refund to re appear back onto your original payment method as this will give us time to reverse the refund or process the returned rug back into stock. Please don't hesitate to contact us regarding any return or refund concern.
MANUFACTURE FAULT RETURNS
Any 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 admin@rugsexpress.com.au with a description and image of the fault in the rug. 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. When a pick up is needed, the customer has the responsibility of re packing the rug back into plastic, ready for collection by the courier. Please note that manufacture faults must be claimed within 3 days of receiving you rug.
FREE DELIVERY AUSTRALIA WIDE
We can ship to virtually any address in Australia and offer FREE delivery with one of our courier partners Hunter Express, Allied Express, Couriers Please and Aramex Australia. Our current dispatch times are 2-5 business days. Please note deliveries may vary from approximately 2 to 14 working days depending on location. Please note that some areas in NT, WA and QLD might be outside of our free delivery zones and may incur an additional delivery charge, if this is the case you we will contacted when your order is processed and be given the option to pay the additional handling fee, or accept a full refund. We always do our very best to minimise this by contacting various couriers to our best ability. Please don't hesitate in contacting us regarding any questions you might have about your delivery area. 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.
SHIPPING OUTSIDE OF AUSTRALIA
Currently Rugs Express do not ship outside of Australia.