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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 for the value of the product purchase less our actual inbound shipping cost.
The Rug Lady must be notified via email at email@example.com within 7 days of receipt of the rug, while the exchange item/s must be returned within 14 days.
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 6 months from the date of issue.
This exchange policy will only be valid if the rug purchased is returned to The Rug Lady 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.
RETURN COLLECTION CHARGES
Up to 160cm x 230cm
Over 160cm x 230 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 the goods. If we cannot supply the goods purchased then we will provide an agreed alternative, or offer a full refund.
Please note that products which are handmade from natural fibres will be individual in colour, size, and may have slight imperfections in weave detail. Sprouting yarns where strands of wool have ended and started during the weaving process may be visible or become visible over time. These characteristics are not defects, instead they are natural occurring features of this product. A faulty product return 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 after you receive your product to be eligible for a replacement or refund. After this time period, it will not be possible for you to return your goods. Requests for return of goods MUST be in writing.
Please note that Rugs on Sale items cannot be returned unless they are faulty or defective.
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.