The Rug Lady Australia is dedicated to providing quality, value for money and satisfaction for all our customers. If you’re not happy with your purchase The Rug Lady will exchange to the value of the product purchase less our actual inbound shipping cost.
The Rug Lady must be notified via email at firstname.lastname@example.org within 7 days of receipt of the rug, and the exchange items must be returned within 14 days.
Please note that our products are described as accurately as possible, due to the amount of light in a room colour shades may vary on items.
If you cannot find the rug your 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 Rug Lady in the original wrapping, is undamaged and has no evidence of use.
If you are returning goods to us, then we can arrange collection from you. The cost of this collection will be deducted from any monies refunded. Collection costs vary depending on dimensions, weight and location, but a Guide To Return Charges is shown below.
RETURN COLLECTION CHARGES
Up to 150cm x 220cm
Over 150cm x 220 cm and up to 200cm x 290cm
Over 200cm x 290cm
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 products that are handmade from natural fibres will be individual in colour. Sprouting yarns where strands of wool have ended and started during the weaving process may be visible or become visible over time. This is not a defect, instead a natural occurring feature of this product. Product returns will not be accepted on this basis.
It is a must for us to 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.
Please note that Clearance items cannot be returned unless they are faulty or defective products.
How to return your item
For unwanted goods or faulty or damaged items which can be returned by post, please contact us to let us know that you will be returning 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
As soon as the return has been received, a replacement product will be shipped.